Hawaiian Airlines

Not Verified | I have used them 2 times previous to this and had no problems, but I was scheduled to fly with them this October going to Maui then to Kaui but due to the horrific sad and devastating situation in Maui we are not able to go there and decided to make our vacation to Kaui only. I had opened a credit card with them and one of the perks was to get a 1/2 off companion pass in which we used on our first reservation, when I went to rebook my flight not only did the price of my tickets more than double in price but they penalized us by taking away our companion pass saying we already used it on one reservation and now because we had to rebook we would lose it. I spoke to a supervisor who gave me the worst customer service I have ever had with a airlines and said there was nothing they could do about companion pass it was just gone. Hawaiian airlines could care less about there customers and will mess you over in a second. I do not recommend them and will never use the airline again as well canceling their credit card.

Not Verified | I have been a loyal Hawaiian Airlines customer for over 30 years but today was terrible. I booked an interisland trip for my family 3 months in advance. I booked seats so my family could all sit together. Getting to Hilo was fine, everything went smooth no issues, which is why I always choose Hawaiian. However my flight home from Hilo was a joke. First off I went to the ticket counter to try and change my flight to am earlier one and the ticket agent wouldn't look up flights for me. He insisted that the only way I could change is by calling their call centre in the Philippines. I know this isn't true because they've done same day changes for me before with no issues. I decide to let it go and just keep our original flight. We come back a few hours later and the same guy changed my selected seats and had all of us, including my 3 year old daughter, sitting by separately. He took off his name tag so I didn't get his name. He wanted me to wait in line to be helped again. I couldn't wait another 20 mins so I went to the gate to fix this error. The guy at the gate desk Darryl was giving me attitude saying well it's only a short flight and infants cant sit in the 4th row because "there's an airbag." I've never heard this before and I don't care if the flight was 5 minutes long, my 3 year old daughter is not sitting be herself. So he begrudgingly sat me and my daughter together in the very last row and my wife and my other infant child sat somewhere else. If you want decent customer service look for another airline. I'd be willing to fly Southwest after this fiasco.

✅ Trip Verified | In my 50 years of flying this was my first trip with Hawaiian Airlines and it has been the worst experience ever. Started off with flight being cancelled to Kona, and needed to hang around airports until I got squeezed in somewhere. During this my seats I paid extra for were no longer assigned. On the way back my flight from Kona was cancelled and then the flight to Phoenix was cancelled. Again the seats I paid extra for were not assigned and then the luggage I had to pay for on-line when buying tickets had to be paid again, because, as explained to me, “the baggage fee is for a different flight”. They owe me money at this point, and I will never fly with this airline again.

✅ Trip Verified | Hawaiian Airlines cares little for its passengers because the airline holds a virtual monopoly over interisland travel in Hawaii. Customer service is almost non-existent. Hawaiian recently "upgraded" its check-in process, and merely created a confusing, time-consuming, and frustrating opportunity for its personnel to show disregard for passengers. The contempt does not end there. Almost without exception (in fairness, there are a few good apples), every Hawaiian Airlines employee from check-in to departure treats passengers as inconveniences rather than as revenue-paying guests of the airline. It would not take much for Hawaiian to improve its outward face substantially.

✅ Trip Verified | They canceled my flight last minute, which needs me to grab the last seat in the next flight. Still, they don't manage their boarding gate well and the flight needs to wait for an available boarding on the ground. Avoid this airline unless you have a world of time to spare. In comparison, flight experience and staff service are fair. But still, the airline makes side trips to another island in Hawaii very hard. Despite Hawaii being a holiday destination, the Hawaiian airline makes travelling in Hawaii a painful and stressful experience. Last thing to note: the Hawaiian airlines say that you can change your flight within Hawaii freely, that is not very true. Firstly, you cannot do it online, you can only by phone or in person at an airport. Second, if you have checked in luggage, you cannot change to an earlier flight. I am totally OK with additional fee for changing flight, but having unwritten rule for that is not OK for me.

✅ Trip Verified | Constant delays and cancellations with no recompense and shallow, “we’re sorry” texts and emails for extended delays. Delays and cancellations happen almost on a daily basis for this airline. If you can book via another carrier do so. Book another airline if possible.

✅ Trip Verified | HA 26 from Honolulu to PDX on July 11, 2023 was severely delayed and I received a travel voucher. I was unable to apply it a few days later and called and they told me to wait 3-5 business days and try again. I tried again today, July 19 and was again not able to apply it. I then called again and they say they are still unable to apply it on their end. I asked to speak with someone above them and they said they could not even put me in line to talk to a manager due to high call volume. I am now suspicious they are just trying to get me to give up and have no intention of making good on their voucher. This review does not apply to any of the rating areas below and I've defaulted to using ground service, though my review is specifically regarding customer service, for which I give them a 1/5. Overall score of 2/10 reflects that I actually did make it home eventually.

✅ Trip Verified | This is the third time we have flown Hawaiian and the last 2 times have been horrendous! Not only have the flights been delayed by many hours but with no informative updates! Both time seemed to be pilot and ground crew have not cleared flight yet. The first time we missed connection and staff were extremely unhelpful in helping us get another flight. In the end put us on a lesser value one with no compensation! This time we get a voucher for $12 which doesn’t even cover the cost of a sandwich. We are also obliged to stay the night in Honolulu because connecting flights aren’t until the next day, but by the time we get there it is a total waste of money. This is an airline I will never use again nor recommend to anyone!

✅ Trip Verified | Worst service / airline processes and experience ever. Flying back from Hilo (changed flight from Kona) to Sydney. Arrived at the airport over 2 hours early. Checked luggage… then had to wait for security. No mention when I checked that one of the machines was down and the wait was over 3.5 hours to get through the scanner… Meant missed flight, then missed connecting flight. To my surprise the “machine hadn’t just gone down”… it had been down for a few days. They could have prioritised it being fixed, text passengers to let them know arrive 4 hours ahead to allow time to get through security (due to only one bag scanner). They then also lost my luggage - which I later managed to track down a few days later thanks to the apple AirTag, not the Hawaiian staff who had no idea where it was. Only flew with Hawaiian to get points as a partner airline to Virgin Australia. Needed to do a claim for insurance on extra costs incurred from this issue (connecting flights and hotels not connected with this booking) extra costs included $500 - wrote in feedback and complaints several times to all channels and ZERO response. Points also never came through even though they had my number, submitted claim through virgin with details and to Hawaiian. Seriously most incompetent service at all levels. Seriously would avoid flying with airline this incompetent at basics.

✅ Trip Verified | This was first time flying with Hawaiian airlines. We had booked our ticket from Delta to go to Hawaii. Coming back we had use Hawaiian airlines to go to one island to another and connect to Lax. The gate agent was extremely rude to me and my kids. We were just standing and waiting for boarding on side and not in anyone’s way. She told us to go site down, i reply saying we are not in anyone’s way. She then said they will be calling the pre boarding and first class first. When I told her I am first class, she didn’t believe me and took the boarding pass out of d my hand to confirm. Once she confirmed she left us alone but this was unprofessional and unnecessary behavior on her side.