Hawaiian Airlines

✅ Trip Verified | Where to begin? First leg of flight initially delayed. That is not my complaint. Came in after supposed departure of connecting flight. Was told by gate agent to stand in line that would take at least an hour, while the connecting flight was still boarding but not told that! Found out by going to the gate instead of waiting in line. They let me on. All my bags did not make it however. Filed a claim at airport on Maui. Was provided a number that doesn't work. Still trying to reach a human and when I do they pass me off to another number that starts with thank you for your patience, but we are helping others and then plays music that is from WW2 cabaret with no response while asking me if I would like to participate in a survey after they don't help me. So here I am with 3 lost bags, no one to help track it down and no one at that airline is hired to care. It is structured incompetence, insensitive employees on an airline that has a monopoly on this island for most inter-island travel. Not sure what to do next as no human ever responds on their phone line, which is recorded for training persons. My best guess is they immediately fire anyone who actually helps! Poor people of Hawaii, so little choice in flying one or 2 islands over.

✅ Trip Verified | Many flights were cancelled and delayed for hours without the clear communication. Info on airline website and Kona airport website was wrong. No updated info was provided. People has been waiting at gates for 5-10 hours. The worst experience ever. The board of airline should resign. I give 1 score because of employees at airline who have worked hard to solve the problems. Otherwise zero to the board of airline

✅ Trip Verified | This is by far one of the worst experiences ever. Flight from Maui to LAX was scheduled at 12:40pm. When we arrived at the gate, we were told it was delayed. Then, we were moved to another gate. No one ever provided updates. We sat for hours to later find out the flight was canceled. No one from the airline came out to direct the passengers to next steps. Line for ticketing did not move. Luggage did not come out until 5 hours after the flight had been scheduled to take off. I had to book my own flight out for the next day and book a hotel, totalling $1,000+ for 3 people. This is an additional significant expense and hardship for my family. Who knows if and when I will ever be reimbursed. This airline needs to get it together and have a process for communicating to passengers what the process is in these situations. Extremely dissatisfied and disappointed. This was my first flight ever to Maui and first flight with Hawaiian and I'm not sure I'll use this airline ever again.

✅ Trip Verified | Have been delayed over 5 hours due to stupid failure of system update at 9am. After the flight arrived then it said pilots are timeout and no pilots are coming. Messy communication and information at the airport No compensation, no food or coupon offered, no update of latest departure time. People are just unlimitedly waiting for nothing. It’s my first time to Hawaii from Asia. This airline messes up my schedule and ruins my trip. Thank you to Hawaii airline giving such a terrible experience.

✅ Trip Verified | Just wanted to go from Hilo to Honolulu. Entire Hawaiian Airlines computer system went down, all flights grounded. After 3 hours they get computer system back online and we board our plane. Probably 20 open seats on our flight. They will not let us take off until every seat filled. Okay, no biggie, American Airlines can fill standby passengers instantly. Not Hawaiian Airlines, it's taken 5 to 10 minutes per standby passenger. We've been sitting for 85 minutes while I wrote this review filling standby passengers one by one and we still have more seats to fill. At this point I will miss my next reservation which isn't Hawaiian Airlines so they don't care.

✅ Trip Verified | First flight in the morning was delayed 30 minutes now we will miss our connector flight. I am flying for work on this trip and am very disappointed in the rude staff and lack of customer service. Traveled with my wife 2 months ago and Hawaiian Airlines decided to move my flight up 2 hours earlier without notifying us. 20 people missed that flight due to the lack of communication from Hawaiian. We had to pay 600.00 to buy tickets on another carrier to get back home. I was also bumped on a flight last year in Seattle with Hawaiian, we have yet to get reimbursed for that transaction from Hawaiian Airlines. This is the worst experience I have ever seen from a airline company. Won’t fly with them again.

Not Verified | The flight was a connecting flight to Seattle, WA from Honolulu HNL connecting in Maui OGG. The Maui to Seattle flight was delayed by over 4 hours and we were not informed or notified in any manner. We had arrived from Honolulu and were waiting by the gate when we noticed the departure time change. I was traveling with my wife and 9 month old son and we did not expect this and didn't know what to do since this was our first time travelling with him. My wife went to inquire about the situation and was told by the manager/chief at the gate desk and they said "there is nothing we can do". She was worried because we did not have any baby food left or formula and it was frustrating. I went to speak to the same manager/chief and ask if we could get any assistance because we would have to sit in an airport with an infant for an additional 4 hours on top of the initial 2 hour of our flight. While I was talking to them they called security and threatened to get us thrown out of the airport because manager said she will not speak to us because "we could not understand even is she tried to explain it" I believe she was trying to imply we were incapable of understanding her and we need to move out of the way so she can help other customers. Shas just gotten another frustrated customer who was yelling and screaming at her and being hysterical but she gave her a completely different treatment and gave her another flight since she was from there and decided to flight out another time. We stood back and record while the security arrived and started questioning us. This was so frightening for us. We didnt know what was going to happen to us. Were we going to get arrested? were they going to take out infant son from us? what were we going to do in a place that is foreign to us and we did not know anyone there so thats where we were recording for our own safety. We decided to wait it out because it felt like the more inquiries or help we requested it was met with aggression and complete disregard of our infant child. We swore never to travel there ever again because we have never felt so helpless and disregarded and treated so poorly compared to others.

✅ Trip Verified | Disappointed and would not recommend if you have a connecting flight. They will board the plane and make everyone wait until they fill in more seats before the plane is willing to take off. Held up the plane 30 minutes waiting for more passengers to be added resulting in unnecessary delays. Then sat on tarmac another 15 minutes. So inconsiderate for the passengers who count on the plane leaving on time.

Not Verified | This was such a stressful and unnecessary situation. My husband is Navy and we were stationed in Hawaii in February of this year. Hawaii has very strict pet laws, so while I got all that sorted, our cat lived with a friend on the mainland. I finally booked a flight with Hawaiian Airlines for May 5th for my friend to fly our cat out to be with us, and just to double check that I had all my ducks in a row, I called their customer service line. I went over everything with the representative on the phone, including asking her specifically if our cat was good to fly on this flight and she said yes. I even offered to pay for the ticket ahead of time, which is insane that they don't let you do that, it is first come first serve since they only allow 4 pets on the plane at a time. We get off the phone and I am content that I did everything I was supposed to. My friend drives an hour and a half to Atlanta airport, gets there at 3:30am for her 6am flight, and the front desk denies a ticket to our cat. All they can tell us is that there is an error in their system and they cannot book her a ticket. They were incredibly incompetent. I was on the phone with her the whole time listening. They were rude to my friend and told her to just go the gate without a ticket for our cat! They held her up so much that she had to run from the train to her gate, and then come to find out they had the wrong gate printed on her ticket so she missed the flight anyway! We got on the phone with customer service and mind you, it's 11pm where we are. We then spend the next hour explaining what just happened and asking Hawaiian to fix it, and eventually they get us to a very nice manager named Joyce who helped us schedule another flight for the same day at 10:35am. Time comes for our friend to buy the ticket for our cat for the new flight, and the same problem happens. It took another hour for us to get a straight answer from front desk; Hawaiian Airlines had booked both flights with JetBlue as the first leg of the flight, and Hawaiian Airlines does NOT allow connecting flights with other airlines to carry pets. You'd think a manager on the customer service line might know that before booking our tickets and wasting more of our time. So if she had made it to the gate in time, they still would have turned our cat away. At that point we told our friend to just go home. My husband stayed up until 8am on the phone with their customer service trying to get them to fix us another flight for the next day, but they told us the only way they could do it is if we purchased two separate round trips and arranged for the times to line up. There are no nonstop flights to Hawaii that allow pets that fly out of Atlanta, so she would have had to stop in Seattle. There are so many risks involved in buying tickets that way, not to mention possible delays, going back through TSA when she lands in Seattle and the fact we did not want our cat in a carrier for that long. In the end we just asked for a refund. They gave us an additional $70 (whoopie) for wasted time, and apologized for the "miscommunication". We are booking another flight with Alaska Airlines instead. I was devastated, sobbing in the middle of the night because I have been so stressed out planning this for months , and they ruined it in the last hour. Never ever using them again. Only giving two stars because Joyce was so kind and apologetic to us.

Not Verified | Delays and lies: First we are told there is a 1 hour delay but for some reason they board us anyway. We wait in the plane for 2 hrs, with the excuse being that they are waiting on a part that needs to be shipped to Maui. Finally they deplane us, and lie to us saying that they need to install said part now - so first it was that the part needed to be shipped, and now it needs to be installed? Will we get to Maui today? Probably not, and I’m assuming a few more lies every hour or two while we sit in the terminal twiddling our thumbs. NOT RECOMMENDED - spend the extra cash for a more reliable, trustworthy airline.