| 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.