Hawaiian AirLines Service

[stevevm]

Wow, can I tell you dealing with this company is a nightmare. If you have no problems they are probably fine.

So in 2020, obviously are trip got cancelled. I received a refund for every part of my trip except Hawaiin Airlines.
I had Disneyland tickets, car service to and from airport other airlines gave refunds so easy.

Hawaiian even changed my departing Airport and no refund.
Got my flight cancelled and they said oh make sure you keep your 6 letter confirmation code that is the only way you will be able to access the credit. They even said we will not send an e-mail.

So fast forward to yesterday, I call and am on hold for 45 minutes. I get a person and explain I want to use my credit for a longer flight, no problem you will owe x amount of dollars no problem. I want to use Hawaiian Gift Card to pay for it. Oh let me check on that...I will need to transfer you to payments for that..well it says 45 min wait time ...ends up being 75 minutes. I get a new person and now the flights they were working on our gone. need to start all over. Go through the process and discuss Gift Cards again and she asks for the GC numbers and pin, then has to check on it. Checks with supervisor and GC absolutely can not be used. Luckily we figured out to make our flights One-Way...used the credits toward and credit card for one-leg and gift cards for the other which I had to do through the website

Total Time on the Phone over 3 hours

This was so frustrating

Hopefully no more issues and we get to go to Aulani and enjoy our 10-day Stay

Thanks for listening

 

[CaptainAmerica]

Unfortunately I think that's the way of the world right now. I was hold with JetBlue for about an hour for something similar. My wife sat in the drive-thru line at Wendy's for 57 minutes last night. The whole world is broken.

 

[shoegal9]

They have gift card issues on the phone!!! I bought a hawaiian airlines gift card at Costco when we booked our flights last month. They could NOT help me use the gift card at all. I called because I was trying to purchase a flight I already had on hold and apply the gift card to it. I was on the phone with them for hours trying to figure out the gift card issue. Finally, I just hung up, cancelled the held flight, and booked a whole new one and used the gift card myself. It was so frustrating.

 

[SueInBoston]

I have a 50% off companion ticket, I've tried all different dates and all shows not avaialble and tells me to call. Each time I called the wait time is over an hour so I hung up.

 

[Lew]

If you do any amount of traveling at all you have an airline horror story. Since COVID I have had three instances of flights being cancelled for various reasons where the airlines wanted to provide vouchers for future flights in place of refunds. Rather than argue with those airlines ad infinitum, in two cases I contacted Chase Sapphire Reserve, my credit card provider, and they temporarily reversed the charges and finalized the credits after 90 days. For the third itinerary my travel insurance reimbursed me.

As for Hawaiian Airlines, our first flight ever with them was on January 18th, we flew first class JFK → HNL → OGG. It was one of the best flight experience we have ever had. Of course, we didn't have the need to contact their customer service department, so our point of view is quite different from those experiences posted above. We fly again with Hawaiian on February 23 from Maui to Oahu for our stay at Aulani...hoping that short flight goes well.

 

[stevevm]

When i had to deal with American during COVID for my cancelled Trip,
it was so easy and painless. I got full refunds no problem at all.

i have flown with American and had a change, super easy and painless.

and best part of American very short time on the phone for any of this.

I am sure people have had painful experiences with American also

every time i need to work with Hawaiian long wait times and i swear they don’t know what they are doing

i do customer service and I would say Hawaiian was the worst of any business I have ever dealt with

i am hoping all goes well from here on out and our flights are great and I wont have to contact Hawaiian Air again…all positive vibes going forward..171 days and counting!!

thanks for letting me vent

 

[stevevm]

[QUOTE="
As for Hawaiian Airlines, our first flight ever with them was on January 18th, we flew first class JFK → HNL → OGG. It was one of the best flight experience we have ever had. Of course, we didn't have the need to contact their customer service department, so our point of view is quite different from those experiences posted above. We fly again with Hawaiian on February 23 from Maui to Oahu for our stay at Aulani...hoping that short flight goes well.
[/QUOTE]

On your JFK to Honolulu flight how were the food choices? I am flying with some picky eaters in Main Cabin, we saw the menu are their other choices?

thanks

 

[Lew]

We were in first class for the 11 hour flight. Here's the menu...



Here's some food porn for you...

 

[HIRyeDVC]

I guess Disney customer service isn’t so bad after all. I can’t wait for machines and automation to take over

 

[HIRyeDVC]

Unfortunately I think that's the way of the world right now. I was hold with JetBlue for about an hour for something similar. My wife sat in the drive-thru line at Wendy's for 57 minutes last night. The whole world is broken.

Wendy’s for 57 minutes?! I would have gone full meltdown

 

[CaptainAmerica]

Wendy’s for 57 minutes?! I would have gone full meltdown

Oh. We did.

The drive-thru line was so long it wrapped around itself so people couldn't even leave because they were blocked in.