Hawaiian Airlines

Not Verified | Service quality is bad, found attendants to be rude in nature. Food choice for vegetarians does not exist and hostess will make no attempt to provide you with alternative. Web checkin - tried at all times thinking may be server is busy but alas no success.. Entertainment unit is hit or miss. Headphones provided are not so good and did not work when connected to infotainment. Overall seat size seemed smaller than other airlines.

✅ Trip Verified | Pros: Cheap business class tickets. Cons: You get what you pay for! But I learned my lesson the hard way! Cabin Staff service needs to be much better for first/business class. Please stop calling it Champagne when you are serving prosecco! Ground service Horrible in JFK. I had extra baggage and needed to pay for it. It took four staff 35 minutes to process the payment after being passed on to three different check-in desks. Not a word of apology or regret for having me wait for 35 minutes because they did not know how to do their job! My flight was from JFK to KIX with a night stop in HNL which I did not ask for). I was told they would not through check my luggage to KIX. I had to retrieve all my six bags in HNL, they do not have storage in Terminal 1. Have to drag luggage all the way to Terminal 2, and it's 20$ a piece for overnight storage. Fellow passengers came to my aid with the difficulty in handling my luggage at HNL but the Hawaiian Airlines staff just shrugged it off despite asking for help. The next day when checking in for my flight to KIX at HNL was told I needed to pay for extra bags again but eventually did not have to after some back-and-forth discussions. For Inflight entertainment, ipads are handed out with not much entertainment in them! The business class lounge was full in HNL with a large majority being Priority Pass members so I had to use one downstairs. the choice of snacks and beverages were unimpressive, when I finally made it on my second go. Hotels are not offered by the airline for the night stop in HNL! Moral of the story: Hawaiian Airlines, never again!

✅ Trip Verified | It was the worst service I’ve ever had! First they delayed my flight for 6 hours. Then at the airport the delayed a flight again for 1 more hour and said that our plain is coming from Vegas. Very nice and good to know, do they give trouble to plan a time? Others flight to Hawaii with other airlines didn’t get canceled! So disrespectful! I will never buy them again.

✅ Trip Verified | I’m very disappointed and upset. My husband and I bought round trip tickets to Hawaii and returning to San Francisco in February. The flight to Hawaii was great as always but on the return flight the day before I tried to check us in and it turns out that Hawaiian Airlines canceled our flight tickets - why ? I have no idea. I called Expedia because that’s who we booked with for our vacation package and they said the airline canceled us and that we would get refunded by them (Hawaiian Airlines). We were left with no flight and it was up to us to look for 2 flight tickets so we could go home. 24 hour before our return really? This is so upsetting because the flight was not even canceled it was just our tickets. Ended up spending more money, missing work and not returning home until 2 days after. I’m still waiting for my refund and till this day I don’t know why this happened when I booked and paid 6 months ahead. I will never be relying on Hawaiian Airlines again!

Not Verified | Hawaiian Airlines changed my flight and lengthened my layover by 2 hours. When I called to change the flight to closer to what I originally booked and paid for I was told it was too late and I was misunderstanding. I have never had an airline customer service experience like this one where I was blamed for a schedule change on their end. Do not recommend this airline and will not book again.

Not Verified | Very good experience. Except for the 2-2-2 configuration this was a world class business class trip. Good food, drinks and friendly staff. On time departure and early arrival. Only minuses, no wi fi and limited choice of entertainment. Aircraft was old but well maintained.

Not Verified | I have been traveling for 30 years and can't express with words just how bad my experiences with Hawaiian Airlines have been. My wife and I have traveled to Hawaii every January for the past 15 years and every year I contemplate hiring a boat to take me from island to island rather than dealing with this lousy airline. My most recent experience, I had booked two one-way tickets (Maui - Kona and Kona - Honolulu). My plans changed and I only needed the Kona to Honolulu portion of the trip. Rather than being able to make this change online I used chat, text and three phone calls. After more than 2 hours, I was told by the agent that I had to cancel this ticket and then rebook it completely. I said, ok and asked the agent to rebook the flight for me. I was then told that they couldn't rebook it, but I had to use the credit voucher online. After waiting 48 hours, and no credit voucher appearing in email, I logged in and tried to find the credit. Another two hours of waiting for a chat agent, only to be told that I couldn't book this online and had to speak with an agent. Ok, I call the number....90 minutes later, I'm told that "because I called an agent, they were going to charge me $25 for each ticket for a processing fee." So, my ticket that had a value of $116 per person, and I was trying to rebook a new ticket for $39, and I was going to immediately lose the remaining value of the credit, was really only saving me $14 off of just abandoning the original ticket and rebooking online. I've never heard of anything so ridiculous in all my years of traveling. Unfortunately, they have a monopoly when it comes to inter-island travel so you have to use them which I guess is why they can get away with providing such lousy service. You literally could not pay me to take one of their flights out of the Hawaiian islands to their mainland or Asia destinations.

✅ Trip Verified | Horrific App/website experience that led to calls with a physical agent for 75 minutes on the phone trying to book extra people on the plane. If I didn’t call the seats wouldn’t have been confirmed (we didn’t know this) even though they charged us already. They wanted us to fax a statement over stating the booking was paid for and then call them back to confirm (going through the “system” takes a while to begin with. This is not 1980 Hawaiian Airlines! I won’t be using this airline anymore and I implore you not to either unless you want to spend your pre vacation stressed and hot under the collar!

Not Verified | When I had initially purchased my flight for my fiance' and I, I paid the extra fee for us to pick our seats, to sit together. Day of departure from Sacramento, we no longer had seats assignments. Furthermore, the in flight entertainment and wifi, never worked. The day we are due to fly back to Sacramento from Honolulu, again we lost our seats we picked when purchasing our tickets. We were given random seats and not together. Waited for over 30 minutes before they had an agent at the gate for help. Still we waited another 45 minutes

Not Verified | I missed my first flight due to their electronic check in system not working and having to wait in the customer service for an hour and a half. The next day Waited for 2 hours just to get our new boarding pass. They tried to charge me $100 just to sit with my wife. At each section in the airport they had one to two people working with up to 50 customers waiting for help. Once we got to the gate they were hostile and undermanned. We tried asking questions about our seats and they told us to ask after they started boarding everyone. Once in the air they brought a food cart that you had to pay for everything, then after that you could get free drinks and a sandwich. No amenities whatsoever where given for free. Headphones, blankets, and real meals you had to buy. They provided movies but expect you to pay for headphones or bring your own.