Hawaiian Airlines

Customer Reviews

3 star Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 542 reviews
4/10
3 star Skytrax Rating
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1/10

"The most horrible experience"

(United States)

Trip Verified | Los Angeles to Kauai. The flight was scheduled for 8am. They let people in the plane, we were waiting for 1 hour inside the plane (it was really cold and when i asked for the blanket they said its extra cost). Finally they let us out and said its gonna be a delay, because engine was broken and they were trying to fix. Mechanics were trying to fix it for the good 6 hours, airline was promising every hour that soon we will depart. After all they couldn't fix the engine and something else was damaged on the plane (it was really old, scary how they let such old planes to operate). After 6 hours at the airport and official note from the airline that the flights is canceled i went to Hawaiian ticket counter and they issued new tickets for me and my husband for the next day with another airline, and thanks god i checked it by the evening and found out that reservation wasn't existing. They issued the ticket wrong. The company is hard to get a hold of, i had to wait 40 minutes calling from 2 different phones at the same time. Finally the representative answered and she said that they can't refund money for the flight or to change it The result, 6 hours in the airport, 2 hours on the phone, no money back nothing. The most horrible experience of my life so far with the airline.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteLos Angeles to Kauai
Date FlownMarch 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
10/10

"the best airline I've flown to date"

(United States)

Trip Verified | Flew San Jose to Honolulu with Hawaiian Airlines. Probably the best airline I've flown to date! From the moment I boarded the plane, I was captivated. The atmosphere spelled Hawaiian hospitality, and I felt at peace. The food could have been a bit better, but hey, can't complain about complimentary meals!
AircraftBoeing 767-300
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSan Jose to Honolulu
Date FlownOctober 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"sub-par service"

(United States)

Trip Verified | Flew Honolulu to New York City. Hawaiian Airlines, please do not advertise the electrical outlet on your website for your extra comfort seats if they don't work properly. And when asked about why it doesn't work, to have a discourteous flight attendant make up an excuse and lie to me. Why am I paying extra for this sub-par service. Please train your staff properly. Readers, please spend your money on another airline.
Type Of TravellerCouple Leisure
Seat TypePremium Economy
RouteHonolulu to New York City
Date FlownFebruary 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"dismissive and downright rude"

(United States)

Trip Verified | Flew Maui to Honolulu. Hawaiian Airlines is the worst airline I have flown to date. The airline staff at the airport in Maui and customer service representatives lack empathy, are dismissive and downright rude. After hours of waiting for a “delayed” flight the airport representatives became irritated and rude to all of the customers in the airport. The airline customer service representatives added to the poor customer experience with their poor attitude and lack of information or knowledge to remediate my concerns.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteMaui to Honolulu
Date FlownFebruary 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
10/10

"I will fly Hawaiian again"

(United States)

Trip Verified | I travelled on Hawaiian Airlines from Honolulu to Maui on 4th February 2018. It was the last flight of the night so it arrived in Maui around 22:40. It was a very short flight of about 35 minutes. We were given a Guava juice drink (see photo). A nice flight all around. I will fly Hawaiian again.
AircraftBoieng 717
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteHonolulu to Maui
Date FlownNovember 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"has been a complete mess with rude service"

(United States)

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.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteSan Francisco to Honolulu
Date FlownFebruary 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
3/10

"we have been delayed for 2 hours"

(United States)

Trip Verified | Due to fly Hawaiian Airlines from New York JFK to Honolulu. The staff are not nice, we have been delayed for 2 hours and they keep anouncing that we will delayed for 15 minutes. They never update us as to what is happening and we are just standing looking stupid waiting to find out what will happen next. Cabin crew just keep running around getting their breakfast.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteNew York JFK to Honolulu
Date FlownJanuary 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
3/10

"a very bad experience"

(United States)

Trip Verified | San Diego to Brisbane via Honolulu. Was a very bad experience. Honolulu has a very old airport that cannot handle the traffic causing numerous delays and problems getting to the gate and going through security. It took 2.5 hours to check in! One of the worst airports in the US. We were stuck on the taxiway for 45 minutes after landing in HNL due to no gate available. The food was awful and they do not offer options based on dietary needs or a second choice for food. They do not give frequent flyer points or status credits if you booked a sale fare. That was an unpleasant surprise. Plus the planes are very old and cramped. Far less leg room than other airlines.
AircraftA330
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteSan Diego to Brisbane via Honolulu
Date FlownDecember 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
3/10

"Travel with caution"

(United States)

Trip Verified | Honolulu to Sacramento. Travel with extra time on your hands. Three out of four flights coming home from HNL have had delays. Lost something to do with the motor one the first flight. This flight was from Maui to San Jose, California. We were forced us to turn around about an hour out from Hawaii and land at HNL. That caused everyone to spend several hours in a very separated airport terminal. Away from any real food. But we were given snacks and waters! Second flight went fine. Our third flight was delayed over seven hours at the airport. We arrived at 5 am when we should have arrived at 10 pm the night prior. Hawaiian never compensated us for the delay. They have continued to lose our paperwork, strange. Our last flight (fourth), was delayed two hours due to a malfunctioning piece of equipment. Which they fixed and got us underway. I learned the after the first run-in with the Hawaiian staff. You won't win at the airport. They can be rude and dishonest with the best of them. A small riot almost broke out in the airport due to all the passengers be kept in the dark over the "status of repairs". They had pieces of the plane that were the size of a small car laying on the ground with zero maintenance staff anywhere. They even went so far as to bring a standby pilot to sit in the cockpit and act like something was going to happen. Hours went by with no repairs and no answers. That's when it got out of hand, passengers yelling at the staff for answers. They finally were forced to put everyone in a hotel for the night. The next morning we reboarded the repaired plane and another mechanical issue forced us back to the gate. Several people just got up and left the flight. After all that, they still managed to lose our luggage. Still never received compensation for the damaged bag either. They keep losing that paperwork as well. Travel with caution.
AircraftBoeing 767
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteHonolulu to Sacramento
Date FlownDecember 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"decline in quality and service"

(United States)

Trip Verified | Portland to Honolulu. I used to love traveling back home to Oahu on Hawaiian Airlines. Key words: "used to". I am not sure when their decline in quality and service happened but it's a real bummer. I had my trip back home planned for over six months. My boyfriend decided to tag along and bought his ticket a month before. Not knowing Hawaiian declined, I boasted how great of an airline it is. I wanted his first trip to Hawaii to start off great and felt confident he'd have a great ride. We arrived to HNL within 15 mins of each other. This was the first time I rode home on United and it was great! I ran over to the Hawaiian terminal with a fresh lei in hand so I could give my bf a proper Hawaiian greeting as he walked out. After giving him his lei I asked how his flight was. "terrible, this was the WORST airline I ever rode on! They had no entertainment on the flight, no complimentary meal and everyone was terribly rude!" I didn't believe him and joked that maybe he got on the wrong plane. On the way back home after a great week on Oahu, his flight was delayed and then delayed again for another two hours after they boarded. I thought for sure his flight was a fluke with Hawaiian. Well, here I am today. Christmas Day 2017. My father called last night to let me know my grandma would be passing. Hawaiian Airlines was the only airline with a seat on the earliest flight out so I booked it knowing I'd be in comfort. Lo and behold, the flight was a half hour delayed because their caterers had trouble getting the food on board. Then they finally board us! Nope. I am sitting here almost two hours later, as they decided to fuel up and de-ice after boarding passengers. Why would any airline make its customers wait on board in cramped chairs when we already have a long flight ahead? So, I decided to bide my time by watching some entertainment. No! I guess my bf wasn't lying all along, there is none! Bad on their part, now my only source of entertainment is to write this (what should be 0) one star review. In addition to their decline in quality, a single bag check used to be free. Now $25. Haven't had my in-flight meal yet but I'm wondering if I'll have to pay premo-prices for the food the caterers probably dropped all over the place when they had a hard time loading it up and delaying the flight. As I'm typing this they just announced another hour delay. Here's to three hours wasted! Let's hope Hawaiian Airline's delays don't make me late from seeing my grandma one last time! Time to sign off. The lady behind me is starting to panic from feeling claustrophobic.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RoutePortland to Honolulu
Date FlownDecember 2017
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no