Hawaiian Airlines Customer Service Issues

In August, I had work scheduled in Hawaii. I had booked my trip well in advance to save money. However, my plans have changed, and now I need to modify my flight from Honolulu to Kona. Unfortunately, I currently do not have the funds to make this change or purchase a new ticket. I am feeling quite overwhelmed as I unsuccessfully tried to reach out over the phone the day after booking my ticket, waiting for 1 hour and 45 minutes with my two-year-old being quite restless. Due to work commitments, waiting on hold to speak with a representative has been challenging. I am really hoping to resolve this issue soon as I am worried about not being able to travel as planned. If only I could have canceled and received a refund the day after my purchase, but I have yet to speak with a representative to address my concerns.

My confirmation code is HLOUYK for a flight from Maui to Portland, and my mother, Helen Lins, has confirmation code MGRDWX. Due to Hurricane Lane, I had to buy two new tickets online for the 8/21 flight to Portland, Oregon. Unfortunately, airport staff and customer service have been unhelpful and unresponsive. I fear missing work and incurring extra costs due to potential flight cancellations. Despite numerous attempts, I haven't been able to reach anyone via the [redacted] number for assistance. I paid $[redacted].60 for the two tickets and am now seeking a refund due to the lack of support from the airline. I believe under the circumstances, a refund is warranted. I can provide any necessary documentation. Please contact me at [redacted]. Thank you for your attention to this matter.

I booked a flight from Maui to Seattle and a return trip. I encountered issues trying to pay for it through customer service. Three representatives attempted to assist me, but one had trouble hearing me due to phone static. I was unable to locate the payment link to pay for the trip. I am not tech-savvy and struggled to find help to process my payment. My trip is scheduled for 01.03.[redacted] to Seattle and returning on 02.13.[redacted]. I am concerned about losing my reservations. Unsure of next steps. Willma.

On December 6th, I spoke with Shinobu Fukakusa from JTB USA Inc. at 2:55 p.m. to arrange my roundtrip airfare to Tokyo and back to Hawai'i for $[redacted].25. The transaction number is [redacted]1. Upon reviewing my credit card statement yesterday, I discovered that I was billed twice for $[redacted].25, once by HAL and once by JTB. I am traveling alone to Tokyo and back, departing on April 6th (Code VJNNKS) at 1 p.m. and returning from Haenda on April 21st at 8:45 p.m. on Flight #[redacted]. Despite being a solo traveler, I was charged twice for the same ticket. I kindly request that the initial charge be canceled as I only purchased one ticket for myself. Please promptly rectify this issue. Thank you, J. Estrella.

Our flight from San Jose, CA to Maui was canceled, and we were reassigned to a flight from SFO to Maui with a layover in Honolulu. Our group of four was split into two pairs and placed in the back of the plane, whereas we initially sat together at the front. I also reserved a flight for another family member departing three days later, but Hawaiian Airlines notified me of changes and I couldn't find the reservation in the system. Despite contacting the airline, I still can't access the information for the second flight. They insist it's the same change as the first. I requested a refund due to the flight cancellation but was denied, as Hawaiian claims it was just a route alteration, not a cancellation. I prefer a refund over vouchers.

Subject: Reimbursement Request for Cancelled Flight Dear Sir/Madam, I am writing to address the cancellation of my flight from Bangkok to Honolulu International Airport, with flight numbers TG654 and HA460, scheduled on 11.07.[redacted]. I had purchased and paid for two tickets, one on behalf of Bastian Rausch and another for Ina Meudt. Despite my initial complaint on 18.06.[redacted], I still have not received reimbursement for the ticket costs as per Regulation (EC) [redacted]/[redacted]. I demand a full refund of the ticket price as required by the regulation. I insist that the refund be issued in cash or through a bank transfer; I do not agree to receive a travel voucher or any alternative compensation. Failure to comply with this request will result in escalating this matter to the Agency for Passenger and Passenger Rights (apf) to uphold my rights under Regulation (EC) [redacted]/[redacted]. Sincerely, Bastian Rausch and Ina Meudt

Hello, I attempted to book a one-way ticket online from Honolulu to Boston for my wife, M.T.D. Garcia using my Hawaiian Air Mileage #[redacted]82 on May 15, [redacted]. However, there was a mix-up with the traveler's name, so I canceled the booking. I noticed that my mileage number has not been reinstated. How can I get my mileage back and rebook a non-stop flight for my wife? I would like to avoid these issues by working with an agent. I also have a Hawaiian Air Credit #YFEIWM from a [redacted] round trip that was postponed due to Covid-19. I plan to book non-stop flights for myself on May 15, [redacted], and returning on May 23, [redacted]. Both my wife and I have received both doses of the Pfizer vaccination and would appreciate your assistance in completing our travel plans. Thank you, P. Garcia

I need the name on my tickets changed to my married name. You currently have my name as Julie Healy, but it is now Julie Schnieders. I submitted all the required information online a few months ago, but I haven't seen the name change reflected on my account or ticket. I am scheduled to travel on May 27th for my son's wedding and want to avoid any travel issues because all my identification documents show my name as Julie Schnieders, while the ticket shows Julie Healy. I have provided my California State Driver's License and Passport, both displaying my name as Julie Schnieders. I have not received any update on the name change, and my flight is approaching soon. Confirmation number: [redacted] Flight: HA 61 & HA 62 Best regards, Julie Schnieders

Hello, I am encountering issues with the website in changing my flight itinerary from PDX to HNL. Despite multiple attempts over the past week on different days, I keep receiving the error message "I'm sorry...". I have also tried contacting customer service by phone, waiting on hold for over an hour on two occasions. If this problem persists, I may have to consider switching to another airline. The difficulty in getting assistance reflects poorly on Hawaiian Airlines' customer service, especially when I am entrusting the safety of my four children on this flight. I hope for a prompt resolution to this matter to avoid having to escalate my concerns in a business review. Best regards, R. G.

Hello Hawaiian Airlines, I need assistance with an involuntary change to my boyfriend's Jeffrey Calvo's reservation from OGG to NYC. We booked through Chase Rewards, and after speaking with their specialist Heidi, we were advised to change our flight to HA257, HA50 departing from Kona to NYC on the same day at 12:50pm. We were assured there would be no fees due to the involuntary change. However, I have been unsuccessful reaching Hawaiian Airlines over the phone for two hours. It has been challenging to connect with someone to resolve this issue. Jeffrey Calvo's confirmation code is SFWVMH. Any help would be appreciated. Thank you.

On May 17, [redacted], I made a reservation with the booking code BGYSVV for a flight from Oakland on July 1, [redacted], returning from Lihue on July 9, [redacted]. I tried to change this reservation within 24 hours, but the website was not functioning correctly, displaying a notice about service center issues. Despite attempts on multiple days, I couldn't access or modify my booking. Concerned about missing my flight, I booked a new trip with reservation code QIPHWU for July 4, [redacted], to return on the same day as the initial booking. I attempted online cancellation without success. On June 10, [redacted], I spoke with an agent who claimed to have canceled BGYSVV and arranged QIPHWU. However, my Hawaiian account still shows two trips, and there's a ticket issuance problem for QIPHWU. Confusion reigns, and I seek clarification on my status with QIPHWU and a refund for BGYSVV due to unsuccessful cancellation attempts. After a promised callback from a supervisor didn't materialize, I'm frustrated by the lack of support. I hope for prompt resolution or will escalate to consumer agencies and the media. Barbara D. [redacted] [redacted]

Our friends from Germany were scheduled to house sit for us in late July while we traveled to the mainland. Unfortunately, due to delays in renewing their passports caused by Covid-19, we must postpone our trip until September 9th, instead of the original plan to leave on September 2nd. We are unable to change our flights online as your website indicated, and it instructed us to contact the local Hawaiian agent. Our revised itinerary now requires us to depart from Kona to Sacramento on September 16th and return from Portland, Oregon to Kona on October 5th. Any assistance with these flight changes would be greatly appreciated. Thank you, Naomi R.

I have a confirmation number of cmwabn. Our friends from Germany, set to house-sit for us during our mainland trip in late July, informed us of passport renewal delays due to covid-19. They'll now be arriving in Hawaii on Sept 9th, causing us to adjust our travel plans. Initially departing Kona to Portland on Sep 2nd, we now need to depart Kona to Sacramento on Sep 16, returning from Portland to Kona on Oct 5, as per our revised schedule. Your website promised fee-free flight changes, but I encountered issues trying to alter the booking online. The site prompted me to contact a local representative for assistance. Please lend a hand in adjusting our flights accordingly. Thank you.

Hello, I would like to request a cancellation for the tickets for the first part of my journey from SFO to OGG on January 7th. I would like to rebook the same flight with first-class seats. I had initially purchased "extra comfort" at $[redacted].91 per person, totaling $[redacted].82 for two people. The first-class seats are advertised online at $[redacted] per person. Please let me know if it's possible to make this change or if I need to cancel the entire reservation and create a new one. Thank you. D. Nguyen

Regarding Incident #[redacted]32, I encountered significant issues trying to travel back from Kona with my daughter Nyla Evers and husband Nicholas Everse (conf#UOKMVN) on the 15th. Our Hawaiian Airlines flight got canceled and no alternative flights were available. This resulted in a day of lost work (equating to approximately $[redacted] in income) and added costs for accommodations such as hotel stays, rental cars, and meals. Initially, I faced difficulties with the customer service representative stating that there were no available seats due to me paying with miles. Luckily, a supervisor clarified this misinformation, but by then, the seats had been taken. Furthermore, Hawaiian Airlines mishandled our luggage, causing us to miss out on enjoying our vacation activities. Overall, this ordeal was deeply frustrating, as we relied on HA to prevent such disruptions and anticipate better service.

Dear HA Customer Support, My name is Linda Russo and I recently visited Maui. I had plans to fly from Maui to Kauai on 6/27/22 and booked a round-trip flight to Honolulu from Kauai for 6/29/22 to visit Pearl Harbor. The flight was booked on 6/24/22 with confirmation number QPDHLA under the name of Joseph for 3 people. Unfortunately, I fell at the pool at the Grand Wailea in Maui on 6/25/22 and broke my Left Wrist. I was taken to the Emergency Room and received a cast from my elbow to my hand. We contacted HA and canceled our reservation on the evening of 6/25/22. I understand that we have received a credit that can be used within a year, but due to this unforeseen accident, I am unsure if I will be able to return within that time frame. I respectfully request a refund to my credit card. Thank you for your understanding and consideration. Sincerely, Linda Russo

I am reaching out on behalf of myself and fellow passenger J.S. We were incorrectly charged an extra $70 each to board our flight from KOA to LAX on Fri Dec09. I received a confirmation email and code that led me to believe my flight was confirmed through the Hawaiian Airlines app, only to find out at check-in that our tickets were not processed. Despite speaking with a Hawaiian Airlines representative to make necessary flight changes earlier, we were still asked to pay the additional amount to board. The lack of empathy from the airline staff and the lengthy wait times on customer service calls have left us frustrated. It would be greatly appreciated if we could be refunded the $70 each we were charged, as this experience has soured our opinion of the airline's customer service. We hope for a resolution to this matter and look forward to continuing to fly with your airline.

My spouse and I were scheduled for Hawaiian Airlines flight [redacted] from HNL to OGG on 12/20/22 at 9:30 am. The departure was continuously delayed as shown on the boards with no staff available to assist us. We waited for 12 hours until finally at 9 pm, an announcement was made that the plane was en route from Phoenix, only to later confirm that it was actually canceled. This caused a ripple effect with rebooking both on HA and with other airlines. We were unable to secure another flight until Southwest Airlines on 12/21/22 and had to spend the night at a nearby hotel. I would like guidance on the reimbursement process for the disrupted flight and accommodation. You can reach me at my mobile, [redacted].

I lost my checked bag on a Hawaiian Airlines flight from San Francisco to Honolulu to Sydney to Brisbane. I was supposed to receive my luggage in Sydney to check through customs, but it never showed up on the carousel. I had mistakenly put a medical marijuana vape pen in my wife's cane and attached it to the outside of the bag, which may have caused the issue. I didn't realize there's a specific scanner for the battery on a vape device to ensure safety during the flight. I didn't report the missing bag or contact anyone out of fear of trouble or losing my visa. Now in the final week of our 6-week vacation, I'm concerned about where my belongings are. I'm considering reaching out to Hawaiian Airlines but hesitant about potential consequences. Any suggestions?

We have been Hawaii Airlines Platinum and Gold members for quite some time. As seniors in our seventies, we bought a ticket online on March 1st from the HA website. We are flying on a codeshare flight on March 19th with HA5390 to Haneda and returning on HA0458 to HNL. Initially, there was an issue with my payment; I was double charged, but it took three days to resolve it on my HA MasterCard. Two different HA customer service agents advised me to contact Japan Airlines to obtain our seating assignments. After facing long wait times on the phone, I was informed by JL that seat assignments should be handled by HA. Despite this, the flight was confirmed by JL after I provided them with our airline reservation code from the HA receipt, not the HA Reservation code (WRCIGV) as instructed.