✅ Trip Verified
| Las Vegas to Kahului via Honolulu. Their customer affairs department that handles issues is only accessible via on-line submission form, and they're just going to send you the same response, no matter whether it resolves your problem or not. If you call - they will tell you there is no way to talk to consumer affairs department, and just keep sending them messages. We boarded a plane and were sitting on the plane for 1.5 hrs with no idea of why we are not taking off. Nobody was able to give us any information on what kind of “issues” are those. We had to get off the plane and only after numerous inquiries and concerns raised one of the staff told us it was an issue with pilot’s communication system. 2 hours later from the original departure time, we boarded the plane again, and took off. The plane was freezing cold and I was told I have to purchase blankets if we’re cold, and they can’t change the temperature. Other people were freezing too, and there was nothing done about it. Additionally, there were electrical issues and our monitors weren’t working for a long time. They said we will all get unlimited entertainment package for our inconvenience, but it never happened. 20 min into the flight one of the passengers had medical issue. Within minutes this man collapsed in front of our eyes and they started performing CPR on him, alternating with oxygen mask. After the plane started flying back we got an announcement that it was turned around. Back at Honolulu we were waiting for at least another hour for all of the medical procedures, and police investigation, before we could get off the plane to switch the planes. By the gate we were told to wait in line for food vouchers and new seat assignments. It was chaos to say the least as all of us were trying to get food at only one restaurant that was opened by the gate. There was not enough fast food left after first batch of people went through it, and ordering food was impossible as they said they won’t be able to make enough for everyone in time. It was past 9pm at this point, and we have been traveling since 10am. We boarded a new plane which was an older plane and it was freezing again! And we were sitting on a plane for an hour with no announcements or letting us know what’s going on. Later they were waiting on a second pilot. Why were we rushed to get on the plane with no time to eat, if the pilot was not even there? Entertainment systems were still locked, and we got offered no comfort, drinks or anything after everything we have been thru. Back home, their luggage process got screwed up with mixing bags from different flights, and nobody from the staff knew what's going on. After all of that, we only got offered $50 refund! Absolutely ridiculous! And there is no way to talk to someone, and all we get is that consumer affairs approved $50 and good luck with that.