Hawaiian Airlines

✅ Trip Verified | Los Angeles to Honolulu. We are from the UK and this was our first time using Hawaiian Airlines and we were very disappointed. We paid 80 Dollars each to upgrade to Premium Seats and although the interior of the plane was light and airy and clean, we thought the service was shocking. The temperature was so cold everyone was putting on sweaters and jackets. When we mentioned how cold it was to the cabin crew they offered us a blanket for 10 Dollars each. We think this was a deliberate ploy in order to sell blankets. No meal was provided just light snacks, fair enough, and we were offered complimentary drinks, my daughter and I both requested Diet Coke and were given one can between us and asked to share it - unbelievable penny pinching. We would never use this airline again

Not Verified | Honolulu to Auckland. Return leg following previous review of outbound leg. This was an improvement on the outward journey. Cabin etc fairly identical though a newer aircraft. Food was better and cabin staff marginally more friendly. IFE was ok and departure/arrival times were as predicted. Beware the 10 min delay to be gassed with insecticide at AKL airport - this appears to becoming a more frequent addendum to the experience and I would stress, this is nothing to do with Hawaiian Airlines - though they could have advised us there would be a delay after landing.

✅ Trip Verified | Sydney to Honolulu. Hawaiian Airlines A330 was spacious and new aircraft. Seating configuration was 2-4-2 in economy class. Boarding was swift and was before time, we push-backed before the departure time of 9.40pm. Aircraft was clean, spacious and cabin crew was smiling in Hawaiian style. I liked that the flight captain instructed the passengers to keep the window shades down to keep in mind that the other passengers would be sleeping. Generous baggage allowance of 32kgs per checked bag and 2 bags were allowed per person. Both the sectors’ flights departed and arrived before time and the baggage was loaded on the carousel swiftly at Sydney while arriving back into Australia. Check-in staff at Honolulu airport was very helpful. We only carried 23 kgs per bag (had 4 bags each) as the ticket was on Virgin Australia, however the staff said we can carry 32kgs per bag (total 4 bags). Even without requesting, he inserted “interline transfer” tags on all our 4 checked bags and due to this, our bags were the first ones to arrive in Sydney. This erased my worry of time delays as we only had 2hrs and 20 mins at Sydney before our connecting flight to Melbourne. The only negative thing is about inflight food on both Hawaiian Airlines flights. On departing from Sydney, we were given a small snack pack consisting of less than one sandwich, a non-edible chocolate cake piece and few cut fruits. Morning breakfast tray was very small and was equally bad. On the return flight to Sydney, afternoon lunch was boiled noodles with few veges, cut fruits and grated cabbage in vinegar. Just before arrival into Sydney, we were given a very tiny bag consisting of 1 small sandwich and small sized apple. I know that US airlines are not customer friendly, but on these medium to long-haul flights, food trays should be good. Food service was the only part which took down Hawaiian Airlines. Hopefully they improve on this, considering their flight tickets are expensive.

✅ Trip Verified | Lihue to Oakland. I am extremely annoyed seeing as I paid for an extra comfort seat and I cant even stretch my legs out because of the non-movable wall located in front of my seat. I'm 6 feet tall and have terrible knees. What's the point of paying for comfort if I'm better off just paying for an econ seat.

Not Verified | Auckland to Honolulu. First time in Economy class for a while so possibly a bit biased. The seat adequate and nothing more. Reclined seat in front unexpectedly claustrophobic. Cabin crew not great to be honest, appeared disorganized and not friendly at all until leaving the aircraft. Food was dreadful on any scale for a 9hr flight. Otherwise ok and on time.

✅ Trip Verified | The new non stop Hawaiian Airlines route between Boston and Honolulu cost me more than $1,900. It started out at the boarding gate with about six employees looking everywhere but at their customers. Only one overwhelmed woman had a clue. It seemed that they were too busy training their other employees. Holding a first class ticket I expected that when it was time to board there would be an announcement . Nope. Instead they called that they were boarding anyone who needed special assistance. Ok. Like people who are elderly or in wheel chairs get to board first....this wasn't the case...They let about 25 kids and their parents board in coach first ..while I waited and waited. I'm sorry but 30 people sitting in coach should not take priority over your first class customers except if someone is actually handicapped. Bad start. After boarding I was offered a drink. The seat was nice although no one greeted me to tell me how the the seat worked. No one greeted me by my name. There are only a handful of first class passengers. Jet Blue Mint first class greets you as soon as you board..by your name and they take the time to show you how your seat works. (Jet Blue Mint cross country is as little as $499.) Next came the flight attendant who requested I order my food for the entire 12 hour flight including what I wanted to drink. Ok but I'm not sure at 9am what I want to drink 10 hours latter. I ordered the "Veggie" option. When the first meal arrived it was a soggy quiche, stale bready croissant, unripe boring melon and get this..a glass of red wine. She put the food down and disappeared. Next came the 13 inch iPad entertainment they passed out. They had a few good movies and I watched The Green Book and Bohemian Rhapsody. I was hungry again after the poor quality breakfast and was informed that all they have is potatoes chips and the next meal won't be served until an hour before we arrive in Honolulu about ten hours later. But a flight attendant came thru first class selling box snacks. Really? $1900 dollars one way and they are selling me a snack because I'm still hungry? I passed. A little while latter I walked back to Premium Comfort and asked the flight attendant there (because the first class flight attendants had blocked off their station with a table of potato chips and disappeared for most of the flight) if I could possible get something to eat. Her cold response: "You are in first class go up there." OK so I go back and ask the flight attendant if I can have a snack box. She says "I'm busy now changing over the flight deck, I'll just be a minute". After listening to her and a male crew member laugh and talk for at least 15 minutes I determined that she completely forgot about me. I went up and asked again. She apologized and brought me a complimentary snack box that had a few chips and two bites of hummus in it. I was never offered anything to eat again until about 10 hours later when the main meal arrived. I looked across at the "veggie" meal that my fellow passenger was eating and thought oh boy that looks mushy and I think I ordered the wrong thing. Not to worry because when she brought my food she brought me the wrong meal and I was given a dry semi cold piece of chicken and stale bread with one piece of butter. No one ever came by and asked me if I wanted anything else. I would avoid Hawaiian Airlines in the future. Its only good for the seat. Service dialed in, food poor. First class? Not.

Not Verified | I have travelled on most of the major airlines all over the world and by far this is the worst airline I have come across. This was my first trip to Hawaii on Hawaiian Airlines. The seats in economy class are really cramped. They just want to make money out of anything and everything. They asked for $10 for a simple blanket. Entertainment system sucks. They ask you to download their stupid entertainment app, which of course, worked only with in-flight wifi. And, lo, you have to buy packages if you want to watch anything. I have never had experience with any airlines so far that asks money for in-flight entertainment. The snacks they offer have no choice. If you ask them to replace the meat item with a veg then you will get a simple answer - this is all we have. C'mmon do you expect anyone that boards your flight, to eat meat? I am not going to fly this airline ever.

✅ Trip Verified | Monopoly at its finest! Constant delays. I flew 6 weeks in a row without leaving on time. Every single time my flight was delayed by at least 30 minutes. Thankfully Southwest is offering Kona to Honolulu flights in May. I'm never flying on Hawaiian Airlines as long as another option is available. Sick and tired of always flying in late to Oahu.

✅ Trip Verified | Kahului to Honolulu. Horrid. They have monopoly on air travel here in Hawaii and they are behaving as such. Agents barely speak English, and god forbid you need to make any changes to your reservations. Planes are filthy (inter-island routes) and so are their terminals. I used them to fly to South Korea and even their trans-oceanic flights are way below their competitors level in service and overall experience.

Not Verified | Well, Hawaiian have now investigated their screw up for 2 weeks and responded by apologising profusely and given me a $400 e-Ticket with strings attached. That it takes 2 weeks to investigate an admitted huge and obvious screw-up of this magnitude, shows how little Hawaiian really cares for its customers. Having said that, they completely fail to appreciate why they screwed up. After 2 weeks, they think it was a training problem. It wasn’t. Their employees (all 4 of them including 2 supervisors) followed their policies and procedures, so training won’t change anything. The screw-up I experienced had nothing to do with training. It was entirely a management and cultural issue – Hawaiian’s staff were not and are not empowered to make the obvious right decision within a 2 hour period because they fear the consequences of acting without authority so much, that they very deliberately and knowingly to my face increased my inconvenience by some 10 hours. That Hawaiian Airlines considers a $400 eTicket credit to be adequate compensation for its 3 very substantial failings that resulted in such extraordinary frustration and massive inconvenience, highlights for me, and I'm sure most others, how little Hawaiian Airlines values its customers and how little it invests to seek to make amends for its staff’s very deliberate lack of care for its customers. If Hawaiian Airlines genuinely wanted to prevent a re-occurrence of this monumental screw-up, this matter would have been escalated to senior management, specifically the CEO, which is the only area of any organization where substantial management and cultural issues are able to be successfully addressed. But they didn’t; so they’ll continue to screw over many more customers.