HAWAIIAN AIRLINES Customer Reviews and Passenger Trip Reports

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HAWAIIAN AIRLINES review :  8 February 2010 : by P Vickroy   (USA)

SJC-HNL-LIH. I booked our flight 3 months in advance - only to find a month later that the company offered a Hawaiian Plus fare for $200 per ticket cheaper than the ones I had purchased. This Plus fare included 2 free checked bags as well! The Hawaiian Plus fare was not even offered at the time I made the reservation. The checked baggage for our trip will cost an additional $100! When talking to customer service and asking that our bag fee be waived, I was told by the service representative and supervisor that they could not do this. It is amazing that the two service representative did not recognize how the airline "Policy" makes little sense. Future travel on this airline is highly doubtful. The trip was to celebrate my wife 50th birthday and all I can do cross my fingers and hope the rest of the experience with Hawaii will be positive.

HAWAIIAN AIRLINES review :  8 February 2010 : by Jonny Clark   (UK)

LAX-HNL-LAX. This is a great airline with a fantastic first class offering. Friendly staff, excellent food and drink, comfortable seating (on newer aircraft) make for a comfortable, excellent trip to Honolulu from the mainland and back. The inflight entertainment could be better - this is being addressed in their new fleet with AVOD on flights from June. The main problem is the lack of any decent lounges. Even the one at Honolulu is basic at best. Shame about the uniforms too, they look like they were bought at Walmart. The older ones used to be much more in the spirit of the airline.

HAWAIIAN AIRLINES review :  26 January 2010 : by Hadley McGaughey   (USA)

Never again! LAX-HNL-KOA-HNL-JHM(Maui)- HNL to LAX became LAX-HNL-KOA-OGG/JHM(out)-HNL- LAX. For a 1st class ticket, $150/person/segment to change schedule; all meal courses (poor quality) served at same time; connecting flight to JHM canceled replaced with flight to OGG, baggage went to JHM. In their favor, they provided a voucher to get from OGG to JHM; on attempt to collect baggage at JHM, airport shut by 3pm, no Island Air staff available. On return via Island Air JHM to HNL to LAX, luggage did not make the changeover - no delivery by airline to home. 100 mile round trip to fetch luggage from Orange County, or pay for delivery. Hawaiian Air and Island Air, never again.

HAWAIIAN AIRLINES review :  20 January 2010 : by Leanne Neumann   (Australia)

SYD to Honolulu to LAX and LAS-Honolulu-SYD. Flight over was ok but they need to update the IFE System. Staff not helpful. Flight from LAS was shocking - checked in via online and selected my seat, by the time I check in at the airport (3 hours early) this was not the case. I had requested front of the plane and a window seat and got rear of the plane and middle of the middle - and they had run out food by the time the got to the back.

HAWAIIAN AIRLINES review :  14 January 2010 : by J Hunt   (USA)

SFO-HNL and nothing but good things to say. Check-in was a breeze (we arrived at the airport two hours before our flight, expecting a huge line since it was two days before Christmas but arrived and check-in took 10 minutes!). Flight left on time and arrived early. FA's were very polite, food wasn't bad and the legroom was adequate. The only down side, a wheel was broken off of my suitcase on the return flight from Honolulu but other than that, a very pleasant experience.

HAWAIIAN AIRLINES review :  14 January 2010 : by B Cowan   (USA)

LAS to HNL in business class. I upgraded at check in and fantastic service provided in first class. The tapas style menu was amazing and filling, crew attentive, and comfort was great.

HAWAIIAN AIRLINES review :  18 November 2009 : by Debbie Linville   (USA)

SFO-HNL-MAUI return. Booked seats way in advance (5 months) for window seats and they got changed to a bulkhead seat with no window (when there were other seats available on the plane to switch to). We asked about at pre-boarding and they said they sometimes do this and we can't change it. Also, we boarded early as we are in our 50's, and have medical conditions which require us to use medications (asthma etc.) and have them on our carry ons. We wanted our bags in close proximity for the flight, however, due to other passengers pushing my bag, the flight attendant asked to move my bag up to first class because they couldn't close the door. I said to change someone else's bag, and she just took it anyway which means I would have no access to it since I was in first class. Food was bad, inedible breakfast burrito (we brought our own just in case), my purchased ear phones did not work, and seats were very uncomfortable. All in all, when we called Customer Service about our return flight and our concerns, the calls were virtually ignored.

HAWAIIAN AIRLINES review :  15 November 2009 : by Fred Kuykendall   (USA)

HNL-PHX First Class. My wife and I were pleasantly surprised by the good quality of food served on real dinner ware with real utensils. The food was better than expected, but could have been served warmer. For wine we selected the chardonnay which was excellent and plentiful. The only negative was the seat, which we thought was smaller and less comfortable than other airlines. If you're going to Hawaii we definitely recommend Hawaiian Airlines.

HAWAIIAN AIRLINES review :  8 September 2009 : by Kim Richardson   (Australia)

Sydney to Honolulu return. Staff were polite and helpful on check in. The cabin of the aircraft was clean and tidy. Onboard Staff helpful. Food was okay, but better on the return leg. Flights on time. Overall a pretty good experience.

HAWAIIAN AIRLINES review :  18 August 2009 : by John McCrow   (Australia)

Sydney to Honolulu. Cabin crew very attentive and friendly. Hawaiian is an old fashioned carrier - service is friendly although limited in what they have to offer. Seats are OK and I was lucky to have spare seat next to me. Flight was on time and smooth. Aircraft was a 767 but looked an older version than most I have travelled on.

HAWAIIAN AIRLINES review :  8 August 2009 : by Bill McIntyre   (France)

Seattle - Honolulu - San Francisco with Hawaiian and found the experience entirely satisfactory. The planes were comfortable and being a couple, it was good not sitting on a row of three. The in-flight entertainment was totally uninspired and the catering was forgettable but the cost was correct and service good. The ground crew at Seattle need to get themselves organised better, the waiting is far too long and I would not recommend getting to Honolulu Airport too early, there is not much there to distract you. My only complaint with Hawaiian is that their site will NOT allow Europeans to pay by credit card. The bizarre ruling that only North American and Australian credit cards are acceptable means that a large market is being left out. Fortunately, I have a Canadian friend who lent me his card, but really this is irritating and will probably put me off using them again.

HAWAIIAN AIRLINES review :  30 July 2009 : by A Gurevich   (USA)

Seattle - Honolulu - Seattle First Class, Boeing 767. The first class cabin about the same as a US domestic first class layout and pitch, though the seats have an extendable leg/footrest. There is no AVOD, but they do hand out DVD players pre-loaded with about 7 films, some TV, and lots of varied music. The films are really not very challenging, and don't change when you go in the opposite direction, so it's worth bringing your own entertainment. The food remains the high point, with what I think is the best domestic first class catering of any US carrier - imaginative, well presented, and tasty, except that in neither direction were the hot dishes more than warm. On return from Honolulu, I went into their lounge, and was very disappointed - about the most bare bones lounge I've encountered. It's not close to the international / mainland US gates, so I wouldn't bother. Overall pleasant flight and service.

HAWAIIAN AIRLINES review :  21 July 2009 : by L Gonzalez   (USA)

I was traveling with a small group and since I hadn't made my reservations with them I was seated alone. The crew worked very hard at changing my seating arrangements to better accommodate me. They were also very generous and gave my luggage priority. On my way back to the mainland I had two seats to myself and the service was great.

HAWAIIAN AIRLINES review :  2 July 2009 by Gary Belan

My flight was on 767 from Manila, Philippines to Honolulu, USA. I didn't expect very much from Hawaiian Airlines and so wasn't disappointed. They call their business product 'Premium First'. It is the most basic business class I have flown in a long time. The seat (42" pitch) is basically a domestic business class seat and not very comfortable for a ten and a half hour flight. The crew handed out menus for dinner and you choose 3 dishes from six. It was edible but nothing special. Hawaiian Airlines does not give the option of ordering special meals, so I had to bring food with me in case I couldn't eat what was on offer. Each passenger in business was offered a digeplayer for entertainment. The blankets are like oversized Chux Super Wipes - similar to those on Jetstar. The crew were very pleasant and did their best. Unfortunately the product they are working with will always be a pig.

HAWAIIAN AIRLINES review :  4 June 2009 : by D Lambro

I am a travel agent and have recommended Hawaiian Airlines many, many times in the past. I booked some clients on Hawaiian and were able to get seats on all of the flights legs except the return Maui to Seattle. Fine, I advised our clients to check-in early for seats, which they did, in fact they were the first in line for check-in. They were told by Hawaiian Air gate agents that all aisle and window seats were already gone (3 hours prior to flight)? I don't think so. They were told that the emergency exit window and aisle were available and would seat them there. Once they boarded the flight, they realized the agent had advised them wrong, they in fact were seated in the three seat section (yes, it was the emergency exit row, but not window and aisle as they were told). They felt Hawaiian gave them the run around. It's too bad, they travel to Hawaii twice a year. I'm afraid Hawaiian has lost two or their loyal past passengers!

HAWAIIAN AIRLINES review :  12 May 2009 : by W Haxton

I strongly recommend that consumers avoid Hawaiian Airlines at all cost. I came down with a very bad flu, which my wife then caught. It required me to cancel a United flight to Denver, which United handled for me, waiving the change fee of $150 when I provided a doctor's note. But Hawaiian Airlines - to change our tickets to Hawaii - wanted a total of $750 in change fees (more than the tickets cost), charging per person and per leg. And their co-called consumer affairs representative indicated they would reconsider only if one of us were to be hospitalized. The value of the tickets is less than the change fee. So the next time you fly Hawaiian, the guy next to you who is sick as a dog - and is pumping his germs throughout the airplane's closed ventilation system - is there because Hawaiian Airline forced him to be here. I have traveled to Hawaii every year for the past 30, almost always on United. What in the world possessed me to fly Hawaiian Airlines this time? Never ever will I fly them again.

HAWAIIAN AIRLINES review :  5 May 2009 : by Jo Wright

HNL-SFO-LAS-HNL in Economy. Our first time with Hawaiian Airlines and all things considered we would fly with them again. The convenience of flying direct from LAS-HNL and at a great departure/arrival time was the deal clincher for us. B767's both sectors and showing their age. A bit of inconsistency in that we had to pay for our bags on the first leg but not on the second? We didn't have to pay for the cabin movie on the first leg but were told it would cost us $5 per person to see it on the second leg? When we offered to pay for this they said not to worry? The provided meal was basic but ok. The cabin crew on the second sector did what they had to do and that was it. I walked passed the mid section galley to see one of crew sitting on a crew seat with her feet up on the bench - very hygienic, very professional. The provided meal this sector was pretty ordinary. No delays with the flights and check in was smooth. Vegetarians be warned, bring your own food as Hawaiian does not cater a special meal request nor does it always have a vegetarian option.

HAWAIIAN AIRLINES review :  7 April 2009 : by G Alba

Honolulu-Manila-Honolulu Coach. Very good service each way. Food okay, good beverage service, although cabin attendants made more water rounds on the HNL-MNL portion. There were more movies shown on this particular portion as well 3, as opposed to 2 movies on the MNL HNL leg. Dig player should be complimentary on a 10hr flight, not $15. I would have also appreciated seeing times, mileage, temperatures of each location, and position on screen. Some airlines ie. PAL, DL have this feature. Ground service extremely poor, especially in Manila. 45-75 minutes to check in is not acceptable. Ground service at Honolulu's interisland was better. Would fly Hawaiian again if ground service improves in MNL.

HAWAIIAN AIRLINES review :  7 April 2009 : by C Pedersen

Seattle to HNL and HNL to KOA return. Flight over had an older plane that the televisions were poor and the bathrooms were not fully functional. Great service though. Flight back to Seattle had a newer plane that everything worked great. My complaint was that there is a large box that takes up almost half the legroom of the passenger in the second seat in from the window (aisle seat). I noticed them on both sides. My largest complaint is that they are still charging for the first bag to and from the mainland, both ways. Other airlines flying the route do not charge anymore. Food was great and service very friendly. I still think they are the best airline out there and cannot await the new aircraft on order. I just hope they take out a row of seats and give their loyal customers more leg room for such a long flight.