✅ Trip Verified
| My family of five was scheduled for Flight HA 11 from San Francisco to Honolulu with a departure time of 8.55am. At around 8.16am, there was an announcement regarding the flight being delayed for 7 hours with a new scheduled departure of 4.30pm. When we were all moved to a different gate, we stood in line for about 20-30 minutes when another announcement came on asking everyone with the delayed flight to take a seat and that accommodations would be made. We sat and waited for a while and around 9.40am, I noticed people who had been on the delayed flight were able to check into the another flight, 41. So I went to wait in line to ask if we could be accommodated. After getting to the counter, the employee who assisted us, said it was possible and stated she needed everyone up at the counter. I signaled to my family but as we were boarding, I realized my husband wasn’t there. I called him and he had gone out of the gate area thinking we would not be accommodated. My kids and I came back out of the tunnel area and I apologized and told the agent we would wait for the 4.30pm flight since my husband wasn’t there. At this, she became upset and yanked the tickets from my hand and all three of my kids’ hands angrily. I apologized again and she made a comment stating “This is why I asked if everyone in your party was here.” I responded that I thought we were. She then raised her voice stating that “you guys are the reason why this flight (41) is delayed”. As upset and frustrated as I already was about a 7 hour delay on our original flight, I had been patient but could not believe my ears when she accused me and my kids of causing a delay in the flight when 1) there were still individuals going into the tunnel at the time we stepped out and 2) after our original flight was delayed for 7.5 hrs and we were told to sit down and they would take care of accommodations. I can understand there can be flight delays but it does not justify the workers being hostile. I did respond that it (causing the delay on 41 even though that wasn’t the case because she was still checking in someone else) wouldn’t have happened if the original flight wasn’t delayed. Also, at this time, there were still other customers who were going into the tunnel area. This is my family’s first time flying with Hawaiian Airlines and it has been a complete mess with rude service. When there are flights delayed for 7.5 hours, I would think that the airline would better train their employees to understand the frustration of its customers instead of blaming them for causing another delayed flight or yanking tickets out of kids’ hands when there are additional people boarding after.