Hawaiian Airlines

✅ Trip Verified | Short story, zippers were torn completely off of my bag and all of my stuff came out onto the carousel in an open plastic bin. Have yet to get help or compensation from Hawaiian. Still trying to figure out if stuff is missing. Hawaiians online customer service told me to contact Hawaiian through email about the bag, but I never heard back. Reached out 3 times. Eventually had to call and wait to speak to someone. Rep initially is unable to give me any info or answer any questions. Says they'll get back to me eventually and that they’re currently dealing with claims in October (it’s Jan 6th) and they weren’t sure how long the wait would be. Rep says I need to send photos which I had. They repeatedly accuse me of not sending photos or sending in the wrong format but eventually, suddenly sees them in my first email and tell me it’s an issue with the bag. Not sure how two intact working zippers get torn completely from a bag during the flight and it’s a me and my bags problem. Rude, slow, unhelpful basically nonexistent customer service and the flight wasn’t great either. Highly recommend avoiding if you can

✅ Trip Verified | Our recent November flight from LAX to LIH was real bad both ways. Paid for upgraded seats and were forced to deal with uncomfortable jump seats. When we complained the attendants got really hostile with us, and we thought they were going to remove us from the aircraft, so we shut up and put up. The flight attendants were cocky and rude. This fact was shared with us onboard, "we're all real nervous about our benefits and seniority with the upcoming merger with Alaska Airlines", (this explains the hostility directed at customers), direct from an attendant sitting beside me in a jump seat. LAX to LIH was just as bad. Hawaiian Airlines doesn't event bother with airport terminal location signage at drop off points. The walk to the actual gate takes 30 minutes, with no prior warning. Its amazing this alone doesn't delay every flight. Won't be taking Hawaiian Airlines flight anywhere, anytime, good luck with salvaging anything after a merger.

✅ Trip Verified | Thought we scored with purchasing their gift cards that were discounted online but when we used them to purchase flights and later had to make changes the nightmare began. One would expect you would just receive the credits into your account to be used immediately to purchase different flights right? Nope, this ain't like Southwest. This process dragged on for months over numerous hours on the phone trying to change my flights and trying to talk to numerous managers. No one on phone had a clue on what the process is. I had to record every conversation and kept waiting for someone who knew to call me back. They never called me back so when I called again they told me the same thing. You won't believe how many times I had to listen to those 3 "Na Leo" Hawaiian songs on loop for their phone on-hold music. Eventually months later someone got back to me and able to change my flights. I'm done with this airline, even if they discounted their gift cards 50%.

✅ Trip Verified | Unfortunately, I booked this flight as a back up after a separate connecting flight got cancelled. While booking this flight online, the price changed from $380 to $500, this was my first issue. Today my connecting flight was further pushed back, so I had called to see if I can get on another flight. Hawaiian's affiliation with Alaskan airlines gave me confidence that this would not be a problem. To my dismay the assistance through this airline was no where near the level of Alaskan airlines, and I was basically told to throw away $500, from 3 different customer service representatives. Thanks for a sketchy booking and complete lack of help. I would not touch their services again with a 10 foot pole.

✅ Trip Verified | It is unbelievable how Hawaiian airlines tries to search for a mistake I might have made, not even mentioning their behavior which is packed full off lies, mistakes, misbehavior and unprofessional handling of problems and not keeping any correct records. They were using the wrong document and not answering when I reported directly at the airport after arrival my damaged suitcase. When I was asking in January they had no case and I had to submit the document that was wrong chosen and filled out by their colleague and had to resend online as they did not have any documentation. Then they asked me to send in better resolution what I did on the 21st of Jan, and with excuses because of their again delayed answer I got mail on the 17th of Feb and answered on the 20th of Feb and them company confirmed that hey received my mail , that seemed to be disappeared by their records again, blaming me I have a mail issue, even though they confirmed receivement. Then after ages of trying getting you them on the phone, they say I did not send on the 20th. Then I had to contact another address, starting from scratch with the whole story and upload proof of answer on 20th of Feb and their confirmation mail. Then they say I did not claim directly after arrival. This kept on going back and forth until I was fed up by their resilience and ignorance and lies. What a poor evidence of worst customer service ever and avoidance of replacing what was damaged. Not Aloa just Adé and never again!!!

✅ Trip Verified | My family and I had a terrible experience on Flight HA459 from Honolulu to Seoul in October 2024. We paid $1800 per person for a one-way business class ticket, but my mother’s seat was broken—it was stuck in a partially reclined position and couldn’t be adjusted upright. She couldn’t sit properly for the entire 10-hour flight, and since the seat couldn’t fully recline either, she couldn’t lie down to rest. Imagine trying to sit in a plane for 10 hours, with the seat constantly shaking from turbulence, and no back support. My mother had to rely entirely on her core strength just to stay upright. It was physically exhausting and incredibly uncomfortable, leaving her with back pain after the flight. The flight attendants tried to fix the seat, but nothing worked. To make matters worse, a Korean-speaking flight attendant assured us we would be refunded for the broken seat, but after the flight, Hawaiian Airlines refused to offer any cash compensation. Instead, they gave us a useless travel voucher that expires in a year, despite us not having any travel plans within that time. It feels like the flight attendant deliberately lied to us just to avoid further complaints during the flight. This left us feeling deceived and extremely frustrated, adding insult to injury after such a terrible experience. Even worse, despite me being the one who suffered, they acted as if they were doing me a favor by throwing a voucher my way, which made the whole situation even more infuriating. Given the poor service, broken seat, and deceptive promises, I strongly advise against choosing Hawaiian Airlines, especially in business class. You’re paying for premium, but they’ll leave you with only frustration.

Not Verified | I normally travel Hawaiian Airlines from Sydney Australia to Honolulu, flying in the main cabin but Comfort Plus and always had great experiences. Went to book today to find out that all the niceties related to Hawaiian have been removed. ie no more 2 suitcases and additional fees ($100+) if your bag is over 23kg, Not even blankets, even on an overnight flight and other small but important things to the traveler. I was always happy to pay the premium price to fly with this airline but after looking at the options, such as Jetstar, unfortunately I will no longer fly Hawaiian, even with the Jetstar add ons. Sad but true. Plus, they used to fly direct from Brisbane, which made a difference to us with me being disabled but again no more. I think Ozzie’s will end up waking up unfortunately after they book, thinking they had the same benefits but alas no more.

✅ Trip Verified | A near perfect flight. Very comfortable despite 2-2-2 seating. As a solo traveler I choose a middle aisle seat which is unfettered access and no one climbing over. The privacy divider is small but adequate. A full meal upon takeoff with two options plus a smaller one before landing also with options. Both meals were quite tasty and ample. The flight attendants were excellent combining true aloha with efficiency. The IPad entertainment system is clunky and with limited options but Hawaiian now has free Wi-Fi on most of their long haul aircraft so it’s not a big deal. Reception was excellent the entire flight. A short delay, due to a medical incident was made up for in the air. Truly an excellent flight.

✅ Trip Verified |   Wonderful comfortable flight with excellent gracious service provided by two attendants instead of the usual one on Delta American or United. Decent food and drinks. Good seat for 4%1/2 hrs. Free WiFi!

Not Verified | I've flown on Hawaiian dozens of times, both inter-island and long-haul, and have rarely been disappointed. For a KOA-HNL round trip everything was just fine as usual: Punctual, friendly service, inflight refreshments fine considering it's a 40 minute flight, and no hassles. I wish they weren't quite so pricey, but Hawaiian has been habitually very reliable.