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Hawaiian Airlines, Inc.This business is NOT BBB Accredited.
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Complaints
This profile includes complaints for Hawaiian Airlines, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 571 total complaints in the last 3 years.
- 128 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:07/18/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Absolutely horrendous service, what I really want is better service for my plane flight tomorrow, which I probably won't get in time. I check in and I still don't have assigned seats because I chose the cheaper option. They are just trying to squeeze you into paying more for no value. Then I have to pay for the first checked bag? This is horrendous and I don't even know if I need to check bags yet but I paid the time 3 40 dollar fee for me and my kids. Just a horrendous experience and this is after I tried to get a discount by signing up for the credit card but I wasn't auto approved so couldn't get the discount and then it approves me next day. Just terrible terrible terible experience southwest if far better.Business Response
Date: 07/21/2025
Message From Consumer Affairs
7/21/2025 - Case: CN-********
****** ****** - ********************************************
Re: ******/******
******/******
******/**** ****
Aloha ****** ******,
Mahalo for contacting us, and I truly appreciate your patience as our office continues to work through our backlog. Our office acknowledges receipt of the complaint that you filed with the Better Business Bureau (BBB).
Main Cabin Basic
To better serve our guests and their unique travel needs, we introduced our Main Cabin Basic fare to offer a wide spectrum of travel options. While our most affordable fare option still provides our guests with the same authentic Hawaiian hospitality, this fare is highly restrictive. One of the restrictions is: with Main Cabin Basic, seat selection is not available at time of booking. In some cases, your seat may be assigned at the gate.
This is noted in our fare rules that the purchaser agrees to prior to purchase.
Baggage Fees
Guests who purchase tickets on ************************** with their premium Hawaiian Airlines World Elite Mastercard and are the primary cardholder can check in their first two bags for free. Please note that travel package purchases or travel agency bookings do not qualify for the complimentary two free bags; and the free bags do not apply to flights operated by other airlines.
We see that your tickets were not purchased with your Hawaiian Airlines World Elite Mastercard. Your tickets were purchased using a **** card ending in 2287. Although you were charged correctly for your baggage, as a gesture of goodwill, we'll be issuing a refund of $40 x 2. We will make every effort to process the refunds within the next 7 business days. For security purposes, the refunds will be issued to the card used for purchase.
I appreciate the time that you've taken to contact us. We realize that you have choices when you travel, and we thank you for choosing Hawaiian Airlines.
Sincerely,
******* ***
Resolution Coordinator
Hawaiian Airlines, Consumer Affairs Office
From:********************************************
Sent:7/18/2025, 6:34 AM
To:************************************************************************
Subject:[NON-HA] Hawaiian Airlines CAO - Case No.: CN-********
This is absolutely ridiculous. I checked in and I still don't have seats assigned. And then to top it I don't get one checked bag free. I paid even though I don't even know if my kids and I all need checked bags yet. This experience is horrible, And it started off with me trying to sign up for your credit card but it didn't auto approve so I couldn't use it then it approves next day this is all a horrific overpriced experience I should have gone southwest at least Id know when I am boarding. I have no info about boarding tomorrow. Very very unhappy.Initial Complaint
Date:07/08/2025
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We booked a Hawaiian Airlines flight on 4/30/24. We needed to cancel and did so on 8/2/24 via the *** call center. We were told at that time we will receive and can use our travel credit for one year and needed to book new flights by 8/31/25. We tried to use our credit of $1,335.20 on 7/4/25. ****ed the *** **** ******* spoke with Fiji office. **** *****, told us we could not as needed to book our new flight by 4/30/25 (one year from original booking date). I have tried to get a local *** to call and obtain some of our travel credits (if not all) but *** continues to get give only emails contact and phone number for NON-US call center. we need a resolution to our problem.Business Response
Date: 07/09/2025
Message From Consumer Affairs
7/9/2025 - Case: CN-02141090
******* ******** - **************************************************
Re: MINATOYA/******* *****
MINATOYA/****** ****
Aloha ******* ********,
Mahalo for your patience as you were awaiting our response. Our office acknowledges receipt of the complaint that you filed with the Better Business Bureau (BBB).
I'm sorry to learn that you were unable to travel as scheduled. For guests who are unable to travel as scheduled, the unused value of their ticket may be applied as a travel credit toward the purchase of a new ticket. While there are no change fees, any applicable fare difference will be collected for the new flight. For wholly unused tickets, these tickets are valid for transportation for one year from date of purchase; meaning, rebooking and new travel would need to have been completed by April 24, 2025. This is noted in the fare rules that the purchaser agrees to prior to purchase.
After reviewing your case and considering the circumstances, as a one-time courtesy, we'll be issuing each guest a travel voucher for the value of their respective expired (but unused) ticket, which came out to $668 per guest. Please note that the Travel Voucher information, instructions for redemption and Terms and Conditions will be arriving in a separate email within 7 - 10 business days. We recommend that you add ************************************************* to your accepted email recipient list so the email is not misdirected to your spam folder.
A Travel Voucher is valid for one-year from the date of issuance (unless stated otherwise), non-transferable, has no cash value, and entitles the passenger named on the Voucher to a credit for the amount of the Voucher towards the purchase of any available Hawaiian Airlines published or web fares on ******************************, and intended for a ticket on a future flight at prices established by the applicable ticket type and class of service.
I appreciate the time that you've taken to contact us. We realize that you have choices when you travel, and we thank you for choosing Hawaiian Airlines.
Sincerely,
******* ***
Resolution Coordinator
Hawaiian Airlines, Consumer Affairs OfficeCustomer Answer
Date: 07/09/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******* ********Initial Complaint
Date:07/06/2025
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a confirmed and ticketed reservation via a third-party agency for a flight operated by Alaska Airlines, but issued by Hawaiian Airlines. Although I received a valid confirmed e-ticket and Hawaiian confirmation code, ****** cannot locate the reservation in their system. Their agents say Alaska is not holding any actual seats on the flight I booked for my Hawaiian Airlines ticket.Hawaiian Airlines and ****** both acknowledge the issue, but each claims the travel agency is responsible for resolving it. The agency says the ticket is confirmed and valid (which is true) and refuses to take further action. Despite multiple phone calls, including talking with supervisors of reservations of both airlines, I have not received a solution from Hawaiian Airlines. Both airlines confirmed that I have high chances of not flying on the ticketed flight due to no seat reserved and inability to check in.I am requesting that Hawaiian Airlines take responsibility as the issuing carrier and promptly resolve this issue by properly syncing my ticket with Alaska so I can travel on the ticketed flight.Business Response
Date: 07/07/2025
Message From Consumer Affairs
7/7/2025 - Case: CN-********
A8G2SS
173-********** - KUDRYAVTSEVA/**** MS
173-3590742882 - KUDRYAVTSEV/MAXIM MR
173-3590742883 - ***************** MISS
173-3590742884 - ********************* MS
Aloha Mr. Kudryavtsev,
The Hawaiian Airlines *********************** has received your Better Business Bureau (BBB) inquiry. We are sorry to hear about the difficulties you experienced regarding your Hawaiian Airlines tickets for travel on an Alaska Airlines flight from ******* to ****** on August 2, 2025. Usually, the travel agency will assist passengers with their reservations and tickets if they have any issues.
We are unsure why both airlines are unable to view your reservation, as we were able to retrieve it using your reservation record locator A8G2SS, as well as the ticket numbers you provided.
As the tickets remain unused and pertain to future travel, and because they were purchased through a third-party agency, as we show as Voyzant, any refund or changes must be processed by the issuing agency. They collected the payment, possibly through a corporate credit card, and must follow their own policies and procedures. Per your BBB inquiry, you requested a refund or exchange of your tickets. Any refund must come from the agency directly.
As a goodwill gesture, to assist you with a refund, we have documented your tickets with the case number and waiver code CN-********. ******* will need to process the refund through their ********************* and issue the funds directly to you. Since your future tickets were purchased through *******, Hawaiian Airlines is not responsible for any denial or penalty fees the agency may impose on the issued agency tickets. You may use this email as supporting documentation when contacting them regarding your refund request.
Thank you for allowing us the opportunity to respond to your concerns.
Sincerely,
***** ***
Resolution Coordinator
Hawaiian Airlines, ***********************Customer Answer
Date: 07/07/2025
Complaint: 23560849
I am rejecting this response because:1. The reservation code you provided is Hawaiian Airlines confirmation code. This code does not allow to check in for the flight operated by code-share partner Alaska Airlines. There must be Alaska Airlines code associated with this Hawaiian Airlines reservation, that is missing. Absence of this code means the space in the aircraft is not reserved. Please see attached reddit thread where I raised this issue and someone (scroll to the last page) was not able to board the flight and told there were 50+ people with the same issue.
2. I did not request and do not need refund or changes to the flight or tickets. I only request *technical* issue of missing Alaska confirmation code to be fixed, so that my family and I can pre-order in-flight food, check in, and most importantly, fly the expected flight. Please promptly forward my request to Hawaiian Airilnes interline ticketing desk or backend support team.
Thank you,
Maxim KudryavtsevBusiness Response
Date: 07/21/2025
Message From Consumer Affairs
7/21/2025 - Case: CN-02140430
Maxim Kudryavtsev - ******************************
A8G2SS
173-3590742881 - KUDRYAVTSEVA/**** MS
173-3590742882 - KUDRYAVTSEV/MAXIM MR
173-3590742883 - ***************** MISS
173-3590742884 - ********************* MS
Aloha Mr. ******************** We are sorry you rejected our response. There is no other reservation record locator that you can change from Hawaiian Airlines to ****** Airlines. You may ask your travel agency - Voyant to refund your tickets and rebook your travels with an Alaska Airlines record and issue your tickets on 027 ticket stock.
Sincerely,
***** ***
Resolution Coordinator
Hawaiian Airlines, ***********************Initial Complaint
Date:06/26/2025
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Purchased. Ticket for a specific ticket type: Business Class Received reservation confirmation for Main Basic Class ticketBusiness Response
Date: 06/26/2025
Message From Consumer Affairs
6/26/2025 - Case: CN-02138155
ET4CBN
173-2314154481 - VU/QUAN
173-2314154482 - TANJI/*******
Aloha Ms. *****,
Thank you for contacting the Hawaiian Airlines ************************ We have also received your inquiry through the Better Business Bureau (BBB).
After reviewing your reservation and the information provided, we found no errors in the ticketing process. As part of the booking process, passengers must review and accept the fare and class of service selected before tickets are issued.
We are unable to verify the screenshots you submitted, as they do not show whether they were taken before or after your reservation was completed. Additionally, our records reflect that the ticket purchased was for Main Cabin Basic, not Business Class.
Since your reservation is still active, we have arranged for a Reservations supervisor to contact you directly to assist with any available options regarding your reservation.
Thank you for allowing us the opportunity to respond to your concerns.
Sincerely,
***** ***
Resolution Coordinator
Hawaiian Airlines, Consumer Affairs OfficeInitial Complaint
Date:06/20/2025
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On June 14, 2025 Hawaiian/Alaska Airlines flight 934k (******************** to ********) arrived and took off late from ********************. We arrived too late in ******** to catch our connecting flight to ****** Oregon flight 1138n. Because we scrambled to find a way to get to ******, we missed the Hawaiian Airline policy of no refunds if reported after 3 hours. Note, we were only notified of this new policy only after we called requesting a refund a day later.Hawaiian/Alaska Airlines is refusing to provide a refund for two passengers from ******** to ******. Their consistent reply is we need to seek a refund from the third-party booking agent we used. This is completely inappropriate since Hawaiian/Alaska Airlines were the ones who failed to provide the services they were paid to provide.Business Response
Date: 06/25/2025
Message From Consumer Affairs
6/25/2025 - Case: CN-02137794
***** **** - *********************************
Re: KLASSON/****** ******
****/DAVIDMR
Aloha ***** ****,
Mahalo for your patience as you were awaiting our response. ********** acknowledges receipt of the complaint that you filed with the Better Business Bureau (BBB).
After reviewing your case and considering the circumstances, we'll be issuing a refund of the unused portion of your tickets, which came out to $122.60 per ticket. However, since your tickets weren't purchased through Hawaiian Airlines, we're unable to see the form of payment used for purchase. Therefore, an agency check will be sent to the original booking source (******). Please allow 2-3 weeks for processing. Thereafter, ****** will be responsible to disperse the funds to you once they receive the refund from us.
Please keep your ticket numbers 173-7222141271 (******) and 173-7222141272 (*****) available for reference.
I appreciate the time that you've taken to contact us. We realize that you have choices when you travel, and we thank you for choosing Hawaiian Airlines.
Sincerely,
******* ***
Resolution Coordinator
Hawaiian Airlines, ***********************Customer Answer
Date: 06/28/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** ****Initial Complaint
Date:06/20/2025
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased my round trip flight ticket and seat selections for two ways using Hawaiian Airlines official website on 5 April 2025, and my bank successfully charged my credit card on 6 April 2025 for ****** USD total which includes ****** USD for round trip ticket from *** to HNL and 219 USD & 272 USD for seat upgrade for two ways of my flights. However, I wasnt able to check-in at the airport on 15 June and wasnt able to use this ticket to fly at all. I reached out to Hawaiian Airlines customer service couple times and the agents said my ticket is cancelled due to suspected fraud, and they didnt receive the payment at all. Though this payment already made two months ago and I paid my credit card bank two months ago. The card company mentioned the payment was successful and they are requesting Hawaiian Airlines to refund. Ironically, Hawaiian Airlines told my card company that the seat selection services have been provided to me on 5 April 2025. How they provide the seat upgrade service to me when they dont even let me to fly use the ticket I paid? I called Hawaiian Airlines many times and requested refund using their website, and its like a ping-pong that no one can actually help to process the refund. No one said sorry to me from the company and no refund to me after 5 days of this s***** thing happened to me. PLEASE GET MY MONEY BACK!Business Response
Date: 06/25/2025
Message From Consumer Affairs
6/25/2025 - Case: CN-02135176
******* ** - **************************
173-2312716474 - ************** 173-4209805558 - seat
173-4209805559 - seat
*************************** you for taking the time to contact the Hawaiian Airlines *********************** regarding the tickets referenced above. We have also received your inquiry through the Better Business Bureau (BBB).
Upon further review, our records show that the tickets in question we not used. However, the status of the travel ticket is currently listed as "Suspended." Typically, unused tickets remain in "Open" status, allowing for future use or changes. A "Suspended" status indicates that a charge dispute was filed with your credit card provider for the purchase of the travel ticket.
When a dispute occurs, whether due to suspected fraudulent activity or a billing disagreement, our system will suspend the ticket based on the credit provider's procedures with Hawaiian Airlines. This prevents any further action, including exchanges, refunds, or rebooking, until the dispute is fully resolved with your credit card company.
As a result, we are unable to assist you further regarding the travel ticket. We recommend contacting your credit card provider directly to resolve the dispute and inquire about the status of any funds that may be on hold or have already been refunded.
Thank you for allowing us the opportunity to respond to your concerns.
Sincerely,
***** ***
Resolution Coordinator
Hawaiian Airlines, ***********************Customer Answer
Date: 06/26/2025
Complaint: 23495292
I am rejecting this response because:I reached out to Hawaiian Airlines before I raise this ticket issue to credit card company. When I tried to check-in at the check-in counter of Hawaiian Airlines at ***********, both of the agent and customer service on phone said this ticket is suspended due to 'suspected fraud', so I had to purchase another ticket. Meanwhile, please confirm that both the ticket and two seat upgrades have not been used at all because I was not able to take the flight using this order confirmation.
Sincerely,
******* **Initial Complaint
Date:06/19/2025
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The airlines falsely claimed I could not use my hawaiian airmiles number for the dscounted bag rate (despite having used it for my 3 prior reservations). I am now hearing that for the same confirmation number roundtrip flight I can use it, so I want a refund of the 35$ extra I was charged. I also want an apology from the employee who was rude to me and triggering my disability.Furthermore, I want a voucher for the 5+ hours of flight delays this airline hsa caused me.Business Response
Date: 06/25/2025
We received your concerns from the BBB. Wed like to assure you that Hawaiian Airlines is committed to addressing your concerns the Aloha that our guests deserve and that we strive for.
We sincerely apologize for the lack of service provided by our team members during your recent travels. Experiences such as yours are very important o us, and we will take your feedback into account as we continue to refine our guest service and support process. In the meantime, we have shared your feedback with our ************************ for their internal review and future coaching opportunity.
For us to better assist you with your concerns, kindly provide us with the following travel information:
Passenger Names:
Reservation Code:
Ticket Numbers:
Dates of Travel:
Once we receive this information, we will proceed with our investigation.
We appreciate your cooperation and look forward to your reply.Initial Complaint
Date:06/16/2025
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had an issue on my flight where they split me and my family up. I filed a case complaint and their resolution was not equitable. I have been trying to contact someone else at Hawaiian Airlines to help me resolve this issue but they keep closing my cases. My original case was CN-********, then I opened another case but it was ignored (250415-000526).The issue is that I was awarded $50 per ticket as compensation for their error, which they admitted was due to an admin error. However, the price different between main cabin basic and main cabin was $100 per ticket. I paid this extra fee because I wanted to select my seats to ensure that my family, which included two young children, all sat together so that we could support our children on the flight. This did not happen, and essentially the service I received was the same as if I had purchased main cabin basic where seats are randomly assigned. My family was split up and it was a very difficult trip.Therefore, the $50 credit per ticket that was awards due to agent error is insufficient, as I paid a premium for upgraded tickets, but actually received the service of a basic ticket. Its also unacceptable to ignore my cases. Please help me resolve this issue.Business Response
Date: 06/25/2025
Aloha,
We see that you purchased Coach Class seats on two separate reservations 6598SS and 536FUB. Seats can be changed by our airport agents due to operational requirements. To ensure that your party remains together, we recommend purchasing your reservation on one reservation. Since your entire party was accommodated in seats in the same class of service, we're unable to provide additional compensation.
Regards,
******* **********Customer Answer
Date: 06/25/2025
Complaint: 23468004
I am rejecting this response because: I purchased two separate reservations because it was the only way to utilize my Hawaiian airline points. I only had enough points to purchase two tickets, so I had to create a separate reservation to purchase the other two tickets with cash. However, to ensure my family of 4 ( which included two toddlers) sat together, I purchased Main Cabin, as opposed to Main Cabin Basic, in order to to be able to reserve all 4 seats, which as a result was $100 more per ticket instead of basic coach. The attached email already admitted that the seat mix up was due to agent error, and therefore I should be properly compensated because I did not receive the service I paid for because my family was split up and assigned different seats. Again, I paid $100 more per ticket so that I was able to reserve my seats, as the Main Cabin option allows you to reserve your seats in advance, and this service was not provided to me.
Sincerely,
***** ******Initial Complaint
Date:06/13/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I opened a Hawaiian Airlines CC in ***************************************************** an effort to build air miles, which the airline says never expire HOWEVER, ******** issued me a new air miles number in 2014 when they took over the Mastercard CC for Hawaiian Airlines. Barclays and Hawaiian Airlines ERASED all my air miles from 2005 to 2014 and I have been jerked around repeatedly when I have tried to get back my missing air miles. I was repeatedly lied to and told to 'call back during Hawaiian business hours" when I asked about my missing air miles. This is a SCAMBusiness Response
Date: 06/16/2025
Message From Consumer Affairs
6/16/2025 - Case: CN-02134737
**** ****** - *****************************
Aloha **** ******,
Mahalo for your patience as you were awaiting our response. ********** acknowledges the complaint that you submitted with the Better Business Bureau (BBB).
I'm sorry for any confusion. It looks like you have several Hawaiian Miles accounts, so our ********************** ******************** will be contacting you to assist you with account consolidation.
I appreciate the time that you've taken to contact us. We realize that you have choices when you travel, and we thank you for choosing Hawaiian Airlines.
Sincerely,
******* ***
Resolution Coordinator
Hawaiian Airlines, ***********************Initial Complaint
Date:06/08/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Flight confirmation 57A3DN was canceled on us (********* ********* *********), (***** *** *********) and caused us great inconvenience because we were unable to make it to meet up with our friends in ******. We were sent on another flight the next day and was told to book our own hotel due to the hotels they used being booked out and to submit our receipts for any expenses incurred for that day of cancellation. They flight the following day didn't have starlink and we were unable to control the electronic window shades which we paid extra for so we could chose our seats. We asked the flight attendant multiple times to please allow us control of the window shades (we paid extra for a window seat) they ignored our request multiple times.I will send the email of both conversations and receipts of lodge, car, and food. Which was incurred while having to stay another night due to Hawaiian not having a flight deck officer available.Business Response
Date: 06/17/2025
Aloha Kehaulani Matsumoto,
Our office received the complaint that you submitted with the Better Business Bureau (BBB).
In accordance with the Department of Transportation's (DOT) policy: a consumer who incurs incidental expenses such as a rental car, hotel room, or meal due to a significantly delayed or cancelled flight is not entitled to a refund of the incidental expenses. However, we did ask that you provide us with copies of your expense receipts for review, and note that you did with your BBB complaint.
After reviewing your case and considering the circumstances, as a gesture of goodwill, we'd like to reimburse your $245.22 lodging expense, $39.60 for meals, and $76.35 for ground transportation. In order to provide the $361.17 reimbursement, please provide us with your bank information below where we can send the reimbursement. Note that funds can only be reimbursed back to the name of a ticket holder. As an example: if Jane Doe and Bob Doe are traveling, we can issue the reimbursement to either guest. However, we can’t issue the reimbursement to anyone else if they weren’t traveling. If you prefer, we can send a reimbursement check if your mailing address is within the United States. If you prefer a check to be mailed, please provide us with a mailing address. Once we acknowledge receipt of your banking information or mailing address, please allow approximately 20 business days for processing.
Bank information
Account Beneficiary Name:
Beneficiary Address:
Beneficiary Email Address:
Bank Name:
ABA Routing Number:
Bank Account Number:
*Please note: ABA numbers for deposits may differ from ABA numbers for wire transfers. Please verify with your bank their ABA number specifically required for ACH deposits.
---- or -----
Mailing Address
Make check payable to:
Mailing address:
Sincerely,
Matthew Lee
Resolution Coordinator
Hawaiian Airlines, Consumer Affairs Office
From:[email protected]
Sent:6/3/2025, 8:27 AM
To:[email protected]
Subject:RE: Hawaiian Airlines Reservations: Refund - Other - Case No.: CN-02127154
Message From Consumer Affairs
6/3/2025 - Case: CN-02127154
Kehaulani Matsumoto - [email protected]
Re: MATSUMOTO/KEHAULANI
ROA/PETER
Aloha Kehaulani Matsumoto,
Mahalo for contacting us, and I truly appreciate your patience as our office continues to work through our backlog.
I’m sorry to learn that your flight (HA9) on May 6, 2025 was delayed due to operational issues. A flight deck officer was unable to work the flight and a replacement flight deck officer needed to be brought in. While this situation was out of your control and ours, I realize that this wasn’t an ideal situation, and I certainly apologize for the inconvenience.
In accordance with the Department of Transportation's (DOT) policy: a consumer who incurs incidental expenses such as a rental car, hotel room, or meal due to a significantly delayed or cancelled flight is not entitled to a refund of the incidental expenses. Having said that, if you'd like us to consider reimbursement, please provide us with a copy of your itemized expense receipts for review. Kindly note that providing your itemized expense receipts does not guarantee reimbursement.
As a gesture of goodwill, we'll be issuing each guest a $300 travel voucher that's good toward a future ticket purchase on our website. Please note that the Travel Voucher information, instructions for redemption and Terms and Conditions will be arriving in a separate email within 5 - 7 business days. We recommend that you add “[email protected]” to your accepted email recipient list so the email is not misdirected to your spam folder.
A Travel Voucher is valid for one-year from the date of issuance (unless stated otherwise), non-transferable, has no cash value, and entitles the passenger named on the Voucher to a credit for the amount of the Voucher towards the purchase of any available Hawaiian Airlines published or web fares on www.HawaiianAirlines.com, and intended for a ticket on a future flight at prices established by the applicable ticket type and class of service.
I appreciate the time that you've taken to contact us. We realize that you have choices when you travel, and we thank you for choosing Hawaiian Airlines.
Sincerely,
Matthew Lee
Resolution Coordinator
Hawaiian Airlines, Consumer Affairs Office
From:[email protected]
Sent:5/12/2025, 7:37 PM
To:[email protected]
Subject:[NON-HA] FWD: Hawaiian Airlines Reservations: Refund - Other - Case No.: CN-02127154
Flight confirmation 57A3DN was canceled on us (Kehaulani Matsumoto 181962120), (Peter Roa 344453466) and caused us great inconvenience because we were unable to make it to meet up with our friends in Hawaii. We were sent on another flight the next day that didn't have starlink and we were unable to control the electronic window shades. We asked the flight attendant multiple times to please allow us control of the window shades (we paid extra for a window seat) they ignored our request multiple times.
About a year ago, our flight with southwest was canceled and they took care of all our expenses. Food, rental car, lodging. Southwest additionally gave us enough flyer miles for another round trip to the same city. I hope Hawaiian airlines could at least do the same.
Proof of our friends itinerary that we were unable to meet with can be provided upon request. Also, proof of southwest accommodations can also be provided upon request.
We value Hawaiian airlines as one of our main airlines we choose to travel with and we travel often. We hope this relationship can be repaired. Mahalo.
I may be reached by email [email protected] or by phone 808-393-6381
I have more receipts to submit. Please let me know how I can send them over.
Grand total came out to $361.17
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