Hawaiian Airlines

Hawaiian Airlines apparently hasn't purchased a new plane in 5 years. They have no idea that the rest of the airline world accommodates first class customers in actual comfort during overnight flights. We had high hopes for this flight, having never flown Hawaiian Air before. We started out on a good note with their signature drink - Pukana La, which is champagne, pineapple juice and grenadine. Our flight was 8 hours, departing just past midnight, and I envisioned the typical amenities we're accustomed to on overnight flights. To our great surprise upon boarding, there were no lie-flat beds or personal seating compartments. The narrow seats didn't even have electronic controls. We had to manually adjust the recline (minimal) and the foot rest (pathetic), which didn't elevate. The seats were something out of the dark ages. Sleep was painful, almost impossible. Attendants handed out cheap headphones that hurt my ears, while other airlines are providing Bose now. The inflight entertainment is littered with ads that you must watch each time you choose another movie or TV show. It's not enough they're charging a fortune to fly, but now you have to watch ads too. They shut off in-flight entertainment half an hour before landing, ridiculous. Some allow video to continue right through landing. Hawaiian Air switches you to a 30-minute music video promoting Hawaiian musicians (entitled HISessions), after they take away your earphones. Whose ingenius idea was that? We were absolutely freezing the entire trip. It didn't help that the blanket provided was wimpy. I kept a coat on during the entire flight. The attendants were all turning blue. The overnight kit was cheap - cheap earplugs that didn't stay in, cheap eye mask that didn't keep light out, cheap thin socks (which I had to wear over my own socks to avert frozen feet). The food was horrific. Salmon omelet? Good grief, who eats fish in an omelet? And fishy tasting salmon, no less. Greasy, cold chicken sausage and rubbery potatoes for sides. Ugh. The first class cabin on Hawaiian Airlines might equal Economy Plus on the better airlines. Even the uniforms are awful. Drab gray pants, with blue floral shirts that don't match. What were they thinking? The only saving grace on this flight were two flight attendants who did their very best to make our flight bearable, despite miserable conditions in a prehistoric plane. Never again will we fly Hawaiian Airlines.

Flew PHX to KOA via HNL with Hawaiian Airlines. The plane left 3 hours late as the engine was broken and they were fixing it. I had a 1 hour layover in Honolulu and therefore would miss my connection to Kona. I spoke to the Hawaiian Airlines agent at the gate and told him I would book a later flight with my smartphone. He told me not to do that as Hawaiian was going to book new flights for all passengers with a connecting flight and my doing it myself would mess everything up. When we arrived at Honolulu, the plane pulled off the runway and stopped. The crew said we would have to be towed into the terminal. The crew then told all passengers that we should get off at gate 52 and there would be a shuttle waiting to take the passengers with connections to the interisland terminal. We were then to go to gate 56 where Hawaiian Airlines personnel would be waiting to take care of our connecting flights. There was no shuttle waiting. A shuttle going the other direction stopped and the driver asked what we were doing. We told him and he said no shuttle was scheduled to meet us but that he would turn around and take us to the Interisland terminal. When we got to the interisland terminal and went to gate 56 there were no Hawaiian Airlines personnel anywhere. After waiting a while, one of the other passengers said she was going to go look for help. We got new tickets and finally got to Kona. Passenger service is worse than non-existent. We go to Hawaii every year and this is the 4th time Hawaiian has messed us about, the 5th time was when we came back from this trip. We're done with Hawaiian permanently.

I flew Hawaiian Airlines from Los Angeles to Kahului return on a week-long Hawaiian holiday with my wife, our 2 young sons and my parents. We booked our seats in what HA calls "premium economy" which is actually the same seating as economy but with more legroom, priority boarding and complimentary meal service. We booked a centre row (4 abreast) and a window row (2 abreast) at a fare that was significantly less than that of the competition's premium economy fares. The aircraft on the outbound sector was a 3 year-old A330-200 that was clean and in good condition, and the inbound sector was a 4.5 year-old A330-200 that was in equally good condition. Each seat has its own IFE monitor with a decent array of programmes. The food is actually not bad, and excellent by airline food standards. The service was also outstanding - Hawaiian and Virgin America have by far the friendliest and most efficient cabin service, not at all like that of the unionised drones that work Delta, American and United. Both flights were on time. If you're flying to/from Hawaii, Hawaiian Airlines is definitely your best choice.

We have travelled 14 times to honolulu and beyond with Hawaiian Airlines and every trip has been fantastic. We are regular travellers to Europe and the US and have flown with some good and bad airlines and have to say Hawaiian Airlines are our favourite to fly with.

We found Hawaiian Airlines decent in the air but terrible ground service before and during our trip. The website is archaic in that you cannot book a child online, we had to ring and book our 3 year old who was then on a separate booking code etc which made checking in, changing seats etc a pain (Hawaiian sat him in different areas of the plane to us despite being a minor). Website advises you can book a bassinet for babies, however upon calling up you discover its an extra $140 each way for the privilege. Website does not state this! Ground staff in Honolulu were atrocious and getting any assistance with our complicated check in (kids, kid stuff, separate booking numbers, through ticket to Lihue etc etc) was like pulling teeth and we only got assistance when i turned on the tears (and we are experienced travellers, never have I encountered such useless customer service staff). Our bags then miss the flight but they did turn up on the next one. In the air we were quite happy. Brisbane to Honolulu return in the A330. Flight crew were helpful, accommodating with the baby and 3 year old, nice comfort kit provided as well as pillows and blankets, regular drink runs, food not terrible, plane clean, eat back entertainment free and with a decent veriety, good luggage allowance, flights on time. Honolulu to Lihue and return is a quick flight, they give you a beverage. All in all I would fly them again for the right price, as in the air they were fine. Just dont try to get any assistance out of them before or during your trip!

Hawaiian Airlines used to be "the" airline to fly, but seem to have lost their "Hawaiian roots." They have become far too big. It started when they moved their phone support overseas. They crammed more seats into economy class, and reduced level of service in first class. They started charging excessive baggage fees, change fees, and cancellation fees. Their frequent flyer program has become just another cash cow, charging 100.00 per ticket plus mileage if flying inter island. Our Party of 5, all under a single reservation number, were given 2 seats and 3 members given Standby Seats at the ticket counter, even though the reservations were made and seats selected 6 months in advance. We were told that we would have to talk to the gate agent, who only showed up 10 minutes before the plane was scheduled for departure. Luckily all 5 of us were able to get on the same flight, split all about the cabin. Customer support after the fact was incredibly arrogant and unwilling to explain company policy of splitting reservations between assigned seats and Standby status. Complete lack of Customer Support seems to be their new business model.

Los Angeles to Honolulu, and our first time flying with Hawaiian Airlines. We had asked for assistance as I am a disabled with mobility problems. Kerbside check in was a breeze and it was easy to navigate T2 at LAX. The problems started when we got on board. The aircraft had been overfueled and had to be changed. We sat there for 2 hours waiting for them to arrive. We were given some water and the movies were switched on but nothing else. Cabin crew were good and they were in the dark as we were. However, instead of selling snacks, they could have offered them as a gesture of goodwill. We were then asked to leave the aircraft. Bad enough if you are able bodied, worse if you are disabled. A nice ground crew guy returned my wheelchair to me and we slowly made our way back to the gate. Once we got there, we were turned around and asked to get back on the aircraft as the problem had been resolved. We finally took off three hours late. There were also delays with the luggage at HNL as there were apparently only two loaders available to deal with baggage. I gave up waiting for my wheelchair after 15 minutes and slowly made my own way with my wife helping me. No one from Hawaiian Airlines ground crew were about to direct, help or support us. Thanks to the kindness of fellow passengers we got our bags and finally got to the car rental desk. The operational support for Hawaiian Airlines failed dismally. There were lacklustre apologies and a distinct lack of ground staff to help. Considering HNL is their home airport, this is totally unacceptable.

Hawaiian Airlines are the most disorganised, unfriendly and rudest airline. We booked months ago through our agent, but she was advised that she was unable to book our seats for us and we can't book them online either. Upon arrival at Brisbane Airport, we line up to check in and wait and wait and wait while they have a staff meeting. When checkin finally opens we discover my husband and I are seated apart! To sit together will incur a further charge of $120. The plane is full we were told, we can't move you. Seriously - has it been full for 6 months? It wasn't full at all - there were plenty of people lying down over 3 seats. After a lot of argument we finally get seats together. Upon arrival in Honolulu, we're held up at the gate for 35 minutes because they can't get the airbridge to work. Very uncomfortable. In customs, the computers are down so we wait in a queue for 2 hours to get through. The Customs Usher told us to go to a newly opened desk, only to have the Customs Officer scream at us to get back in line and only approach his desk when he had given us permission to do so. He kept on yelling and yelling at us, over the sign on his desk which says Welcome to Hawaii. I know this is not Hawaiian Airlines fault but by this stage our impression of Hawaii is sinking by the minute. Whilst on holiday, we receive the distressing news that my mother has died, so we need to cut our holiday short and fly back. We are charged $400 extra to change our flights to a week earlier - once again on a flight which was not full. So we don't understand why we had to pay extra. We arrive at the Hawaiian Airlines desk to find that once again we are seated far apart, even though we are travelling together as husband and wife. The seriously rude women on the counter at the gate asked us why we wanted to sit together and advised us there would be a charge for changing the tickets. At this time I am very distressed and my normally placid husband starts to lose it. The way she spoke to us was beyond belief and extremely distressing. After a lot of argument we finally got to sit together (the plane was not full), but I think she took revenge because my suitcase was sent to Sydney, not Brisbane. More stress, trying to recover that. thankfully Qantas took over and found it and delivered it with amazing efficiency. Most of the cabin crew were very nice - so that was something. Although on the return trip one officious steward told me to remove my headset every time the fasten seat belt sign came on, in case I needed to get out of my seat quickly. In all my years of flying I have never been told that. And he told me every single time there was turbulence. None of the other stewards told passengers that, I think he was just on a little power trip. With the appalling way we have been treated by Hawaiian airlines and Hawaii customs we will never ever return. There is nothing welcoming, friendly or competent about the Hawaiian Airline service at all. They seriously need to review their customer experience levels because they are way behind the times. They are worse than 3rd world.

Hawaiian Airlines from Brisbane to Honolulu. Never have I encountered such surly, sullen and unfriendly cabin crew. They bordered on being outright rude! I never saw a smile from any of them. You would think that flying to Hawaii - such a beautiful and welcoming place - would make everyone happy, but no, not the crews either on the way there or back. Add to that the food was almost inedible. The plane itself was clean (apart from the toilet) but I doubt I would fly with this airline again.

San Diego to Honolulu and I like Hawaiin Airlines. I have now flown with them twice. I like how the captain of the flight tells you over the intercom what islands you are flying over and other information. The seats are comfortable and the flight attendants are okay. I am happy to get to my destination safely and relaxed.