Customer Service Scoreboard
11-11-13 I submitted a complainant relative to my HA trip experience on 11-06-13. I was not able to complete my complaint due to not enough space was allotted for my explanation
I hope that you will allow me to complete my explanation as to what had occurred on the date and provide you with proof of circumstances that will substanciate the events on that date.
Mahalo
11-07-13 I boarded HA flight 35 and sat in seat 13C. After getting settled I pluged in my HA purchased ear phones and found that my seats audio system was not working. I tried all the channels switch the pug around and still got no results. Shortly after take off I made contact with flight attendant "Nina" who was my attendant throughout the whole flight. I informed her about the audio system having no sound, she replied "did you use the double prong adaptor". I replied that I had and that it dose not work. She said nothing more and just walked away. I waited for someone to check my seats system but no one did. I had thought that Nina would have checked it out herself or contacted another employee that would assist me. No one assisted me and I travelled the whole flight with my audio system "out of order". I was not happy with the response from Nina, I was not happy wiyh the sevice of HA employees.
On 11-06-13 at about 5:45 AM I was in route to the Pheonix Airport to return to Hilo Hawaii. I was staying in the Casa Grande area and when arriving on the freeway Interstate 10 we found the traffic at a stand still. I learned that two separate simi truch accidents had occured at about 4:00AM and had closed westbound and eond my controlastbound lanes for about 5 hours. I made contact with Hawaiian Air using the telephone number on my Pualani Gold card. I did inform the female employee that I would be missing my 8:00AM flight and requested to be booked on the next flight. Which would be on the following day the only flight out of Pheonix Arizona. I was shocked on thw two hundred dollar additional charge to Honolulu and the $77.00 additional charge to Hilo. I tried to explain the road closer that was bey
This is the first and last time we fly hawaiian airlines. Our flight has been delayed twice and it will be almost 24 hours before we board, that is if the plane actually arrives. In the mean time we have lost the cost of one day lodging at our condo rental, the expense for our rental car has increased, and have spent one vacation day in the airport. Hawaiian airlines has had no interest in trying to get any of us to our destination through another airline, and it is their mechanical problem that is causing this negative review. We are being issued a voucher for another flight at another time on their airlines, but it will not be used. Aloha hawaiian airlines
Do not make Hawaiian mile card or do not use Hawaiian Airline. I purchased some tickets for another airline using this HA credit card mileage a few months ago and tried to check in 2 weeks ago just one day before flight. But that reservation was cancelled and we did not receive any notice from them.
I even got the confirmation code from HA and assigned the seat numbers. But it's cancelled due to their fault.I called them and to ask reason and what they could do for me. But they did not response clearly and did nothing. Nobody took the responsibilty about that happening and we should argue with them till 5 AM on that flight day and purchased own tickets by paying more than 2x price myself at the last moment.
I can't imagine what would happen if I went to the airport to check-in withiout checking the reseravtion at the previous night.I don’t know how I can get this back to them. I’m thinking to sue them. Any good idea?
First, and last time, I ever fly with Hawaiian Airlines. Robots would provide better customer service. Calling and trying to get anything done or asking questions is like talking to a wall. Rates are cheaper because they know they would never book flights without discounting prices. Fly any other airline aside from this one!!
I fly to Las Vegas quite frequently and I am a P-Gold member.
The rudest customer service representative is at the airport counter and her name is "Tiffany" she never smiles, no good morning greetings and she is just plain b----- with a very poor attitude. I cannot understand how Hawaiian Airlines allows such grumpy unpleasant people working for them.
Purchased a ticket for my son and his fiance on-line. They broke up. Ha ha on me. Called to change to my wife's name and her mom. They want $150 each for that. I kind of get that. Then they asked if it was the same date. I said no. They said another $150 each for that. So, $600 in fees to change two tickets? Most people can fly across the U.S. for that. These people are the worst. I fly 130,000 miles a year and they are the worst of any airline anywhere hands down.
Very poor customer service. I was using a smartphone to book a ticket and had filled out all the information but couldn't Book It Now.
Customer service transferred me to Website Support who told me to use a computer instead of a phone and which browsers were best.
Hello, some people only travel with phones or only have dial-up where they are visiting.
The correct response would be to send me back to the agent who could book the flight for me.
Instead I had to go to an internet cafe to book the ticket.
Lucky for HA that I needed the non-stop flight otherwise I would have booked on another airline.
My issue at first seemed resolved. Then came the their refusal to an agreed upon refund on a flight I could not go on due to a medical emergency. Although it is their policy not to give refund, they agreed to a one time deal. The problem is that it took them so long to come to this agreement. My Hawaiian VISA company Bank of America changed my account number due to a organization wide attempt by someone to defraud some of the accounts. The account did not change, the account number did for safety reasons. Hawaiian has refused to reverse the charge into my account due to the change in account number. It is the same account, I did not apply for a new account. Hawaiian has passed the buck onto Bank of America, but only Hawaiian can reverse the charges. They are the one that charged my account in the first place. Custmer Service that really sucks.
The customer service from the Flight Attendants are the worse out of all the airlines companies. We flew on interisland and continental flights and every single flight we had the rudest flight attendants. Not all but majority of them are arrogant, cocky, and have a major attitude problem. They make the passengers feel very uncomfortable and belittle the passengers. They have a "You can touch me and do anything to me" attitude and because of this we will no longer fly Hawaiian Airlines and will ensure to spread the word about the unprofessional flight attendants who treat their passengers like low-lifes.
Hawaiian airlines policy for changing flights booked with miles is deplorable. Unless the new flight that you want is exactly the same amount of miles or less, they WILL NOT re-book the flight. You have to book a whole new flight. This happened to me recently, when the original flight I booked was 7,500 miles and all of the new options were 8,500. They wouldn't even allow me to pay the difference in miles or pay some sort of penalty.
HAWAIIAN AIRLINES IS THE WORST EXPERIENCE EVER!
LAX counter agent RAENA especially was the most unwilling to help people in need when Space Shuttle endeavor was leaving and caused huge traffic dealys, 3 customers were stranded at the desk because RAENA decided that 30-40 minutes was not enough time to board the plane. RAENA did want to help anyone and did not want to work. If you don't want to work, you shouln't have a JOB!!!
Top it off with the worst 1 1/2 I spent on the phone with 3 equally unhelpful customer service agents, HAWAIIAN Airlines ranks as the worst Customer Service experience ever, and LAX check in CUSTOMER SERVICE does not exist. They should work at DMV if they want to be so unhelpful, and probably already do!
Purchased RT tickets to Hawaii from Hawaiian for a trip this past August. Due to a very unforeseen situation at my husband's workplace, we could choose to go to Hawaii or potentially lose his job. We chose to forgo our trip. When contacting Hawaiian's Consumer Advocate department it took nearly 30 days to receive their reply. The reply was essentially "...you will be required to pay $150/ticket for rebooking and there's nothing we can do". Yes the fees are posted, but 30 days to reply with only that? POOR, POOR customer service.
HAWAIIAN AIRLINES SUCKS!!!
Hawaiian Airlines canceled a leg of my trip and wanted to make a change to my reservation that did not work for my family. My family and I were extremely disappointed about not being able to complete our vacation as planned. The representative offered a full refund. I was told that the refund had to be given back on the card that it was purchased, however, I have since closed that bank account and opened an account with my credit union. After being placed on hold for a very long time, the representative told me (after speaking with a manager) that the airlines would cut me a check but that it could take up to 30 days. After waiting for 30 days with no check being received, I contacted the airlines, only to be told that you would not be sending a check and that my only choice was to have it credited back to the same card that I used and that I would then have to go to my old bank for a refund. What kind of insanity is that? After writing to the Consumer Affairs Department and the CEOs office, they STILL (without my permission) refunded it the money back to a CLOSED account. Now the only way to get my money back to go to Wells Fargo and hassle with them.
The woman that I spoke with, Rose Harmon stated point blank that she didn't care that I was inconvenienced and that I was a dissatisfied customer. To ask them to refund MY money back via check or to a VALID, OPEN bank account was a MORE than reasonable request.
I've contacted the Better Business Bureau, the Aviation for Consumer Protection Department, The Department of Transportation and ABC 7 on your side. I also FB'd and tweeted this.
They are RUDE, LIARS, UNDEPENDABLE and I will NEVER, EVER fly that airlines again.
Hawaiian Airlines lies. It lied to me and my mother after a 5 hour delay from Manila to Honolulu caused us to miss 3 connection flights. In Honolulu, they guaranteed us a reimbursement for expenses to purchase tickets for our missed connections. We got a hefty bill of $956 and before we confirmed the purchase over the phone we even went up to the Hawaiian Airlines counter to make sure they would reimburse us and they assured us that we would get our refund. After waiting a month for our reimbursement request to process, we got an email back denying it. I talked with a supervisor over the phone and he too was surprised that it was rejected even though we got verbal confirmation that we would be reimbursed. He filed another request for me and yet Consumer Affairs is still denying me and my mother of the money we were promised would be ours.
I checked online and I am not the only one. It seems to me that either Hawaiian Airlines is running a fraud, knowingly promising its customers that they will be paid back and denying them later hoping that they will drop the case; or they are so poorly run that its employees at the airports do not even know how its Consumer Affairs works.
Hawaiian has no way to let you know that delays are happening with their flights. We had a 2 hour delay on flight to Hawaii because plane came in late the night before and crew needed mandatory 9 hour rest. So, obviously they knew the night before but no notification or change on website. Then on way back from Hawaii I was not told that the flight we were connecting to in Oahu to go to Sacramento was delayed....by 9 hours. I wasn't told even though I tried to check in on line and couldn't. Said I needed to see an agent. So, I did at the Maui airport where the agent said she could not give me boarding passes because of an "equipment change"...no mention of delay. When I went to gate that agent gave me boarding passes but again did not tell me about delay. Only way I found out was by chance trying to get seats changed. I then had to change flights to a different airport and they may or may not compensate me for the rental car I had to get....but will let me know in 30 days! Even their consumer advocate was nothing but a very low level, untrained person just typing in my problem to send along. Took her my telling her 5 times before she could understand what happened. When I asked to speak to a supervisor she said that is not possible unless I call another number. When I called there I was told it would be 24 - 48 hours before I would hear from a supervisor. It's been 32 so far. Guess I will see if anyone calls. Won't fly Hawaiian again. They work like a 3rd world airline.
Horrible flight from Manila....so late arriving in Hawaii.....8 people missed their connections to the mainland....Filed a complaint with the USDOT.....some uninformed customer service rep. emailed with untrue excuses for why it happened. Got the impression that HA could care less about good customer service! So I will vote with my feet and my money!
As of 1/1/2012 Hawaiian air will not have any non stop flites to Maui from PDX.. We had purchased our non stop tickets in June from PDX to OGG and found out about the change from friends who were very upset about the change as they had purchased 10 round trip tickets for ther family. Hawaiian air made no effort to notify us nor several of our friends of this change. After talking to a company rep i was told that due to higher demand in the bay area they made the changes to PDX. I also was told that this was a temporary situation. Well ,it may be a temporary event to them but i know of alot of people in the Portland area who are really upset and this wont be a tempory event to them as they are switching to Alaska for a direct to OGG. This was a Bad decision by the powers to be to snub the people in Portland and it will cost Hawaiian alot of loyal customers.
In all my years of flying, this was the worst experience ever. This occurred at OGG, Maui. We went to check via computer and Hawaiian had no record of our reservation. They told us to call Continental. Continental told us to call Hawaiian. I spoke to a supervisor at Hawaiian and they said that they could not help me even though I was flying on their airline. I called Orbitz, who I made the reservation with, and after an hour on the phone, they assured us that we had valid reservations.
I did not trust Orbitz, so we went to the airport several hours early to check in. Hawaiian in fact did not have a reservation for us. We had to go to United, located way on the other side of the airport. After spending an hour with United, and almost having to buy tickets, which I would have disputed anyway with my credit card company, we were able to get checked in for the 20 minute flight from Maui to Honolulu. However Hawaiian could not check us in for the Honolulu to Newark flight.
Hawaiian Airlines could check our luggage to Newark, but could not give us boarding passes. Again we had to go to the other side of the terminal to United. United could not give us boarding passes, so we decided to try our luck with Continental in Honolulu. When we got to Honolulu, we spoke to a Continental Agent, who resolved the issue in about a minute
My aunt died in February 2011, as the executor, I wrote Hawaiian airline to ask for a refund for a ticket that she had purchased but unfortunately due to complications as a result of 2 operations, she passed away.
Hawaiian airline advised me that they only thing they could do was to refund her credit card that she used to purchase the ticket with back in December 2010. Due to her death, that credit card has been closed since March 2011.
But with absolute illogical response, HA told me that the only type of refund they could issue was to the the credit card, even if it's closed and I should contact that credit card company to get a credit. I asked to speak to someone else to appeal the decision. After a week, they finally responded to my email and told in essence, too bad, so sad.."our system can't allow us to issue a different type of refund" oh, please, "can't", let's face, it's really, "won't"
I intend to write to the CEO of HA to complain but would like to know if any of you known of another place I can write/call to complain.
Thank you,
Lynn
HA 48 1:15 HNL to OAK. On June 24, 2011.The flight attendants were very rude. Their comments were very arrogant, like:"Why do you ask for it now (the movie player)? You could ask when she was passing you....I asked anyway. But it is $15...." She took away the player a half an hour before other people were asked to returned theirs. "May I have an apple juice?" (for my daughter) The gay said: I asked you what do YOU want...
When I tried to pull out my luggage from the compartment and I couldn't, I asked for help one of the two fly attendants watching me struggling. His comment was like, "Who put it this way? I said :Me. He moved it a little and watched me trying to get it out. I also didn't get my meal. And of course, I was asked if I wanted a snack, but she turned back right away not giving me a chance to answer. I think I am going to change the airline. It never happened before. Where is the ALOHA spirit, and nice Hawaiian fly attendants?
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