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I've spent 2 hours trying to make a reservation on hawaiianairlines. Com. After going through lengthy process of selecting flights for a multicity trip, the website kicked me off saying my session had timed out. After going through complete process again, I was at the stage of selecting seats when the website said there was an error and kicked me off again. When I tried a third time, the price was now higher. I spoke to customer service agent and a supervisor on the phone. Both were "very sorry" but they can't do anything and told me I'd have to pay the higher price.
Update to last review on Shopping Mall Hawaiian Points
After filling out a form for Consumer Affairs, bounced back to a customer service agent who finally recommended escalating back to Consumer Affairs, new call number (after two others recommended). Received notification it takes weeks to researchas backlog is now weeks - sounds like a pattern here? No end in sight for resolution at this point.
EWARE HAWAIIAN AIR SHOPPING MALL! This should be read by a person EVP Customer Service, COO or CEO. As a executive of a Seattle company, if I received this, I would be mortified. Yes, there is an Incident Number ************** - if someone takes the time to review you can see the event log. After mutiple conversations with customer support, over and over told to wait until 6 weeks, 45 days, etc etc, today called in again, to find out they cannot help at all - stonewalling? When I wrote Customer Affairs, assured by the agent, a person in the executive office would see, respond, request sent back to an agent!
I have given up on the Hawaiian Shopping Mall, use a competitor airline mall which actually works. The first /only time I used the online mall was on 8/7/2019. Verified it was a current session to Macy's on 8/7/2019No miles credited (rate of 1.5 miles per $1). After four contacts, I patiently waited to contact you per your recommended 4 -6 weeks. I refuse to use the Mall until credit is applied, zero credibility as first experience truly worthless exercise to track mileage reimbursement for over this period of time. I decided to track more on the principle to see if you actually fix during the 4-6 week period you have cited in 4 mails - not impressed at all. I use a competitor airline mall regularly, actually works for mileage credit!
You really need to get your act together, as this has been a total waste of my time. I finally decided to set Outlook reminders for dates, times so I could minimize my time. So what do I want? Fix whatever is broken!
I was traveling with a service dog and prior to the flight I checked with HA to make sure I had all the requirements in order to fly and was told that I did but, when I got to the ticket counter to pick up my ticket, I was told that they would not issue me a ticket because not all requirements were met. I tried to get my money back through my credit card but, they said that HA would issue me credit, I never go it. During the last conversation, of the many, I had with HA in trying to resolve the issue and get a refund, I was told that someone would be getting back to me. So no flight, no refund and not ever a call back. The agent also gave off an aire that because he's Hawaiian he is somehow better than 'non islanders' as they like to call non Hawaiians.
On May 11, we purchased an upgrade on our return flight from Hawaii. Flight 22 was over 3 hours late leaving Honolulu on May 13, so we missed our connecting flight for which the upgrade was purchased. WE WERE NOT ALLOWED TO USE THE UPGRADE ON A SUBSEQUENT FLIGHT, THOUGH TOLD BY AN AGENT THAT WE COULD. The agent selling the upgrade attempted to reverse the charge in May 14 but was not allowed to by superiors. Almost daily contact has failed to get the $630 refund credited, and it is Aug 4. BTW, they charged a $60 handling fee for bags which were both under 50 pounds. The bags were never placed on the flight in Honolulu. They were delivered on a non-stop Delta Airlines flight almost a week later. This is customer service at its worst. Don't fly with them!
James Perry
Products used:
None due to their negligence.
Hawaiian Airlines offers deals to frequent flier mile members that are better than you'd get by using Kayak or one of the other plane ticket aggregators.
The worst trip ever. Canceled our original flight. Had reservations in Sydney, had to get a hotel in Hawaii. The hotel cost was $400 the lost night at the airbnb $320. Meals and Uber while in Hawaii $ 250. Both my daughter and I are celiac, we requested gluten-free meals on our original flight, we were given 12 hours notice of the cancelation, and the geniuses at hawaiian require 48 hours notice to provide gluten-free meals. Wtf, there wasn't 48 hours. They are so incompetent that they didn't move the request to our new reservation. So we flew almost 11 hours with no food. IF YOUR SMART, YOU WILL AVOID HAWAIIAN AIRLINES AT ALL COSTS. I CANT WAIT TO DEAL WITH THEIR CUSTOMER SERVICE TEAM TO GET REIMBURSED. I AM SURE IT WILL BE THE SAME SH*T SHOW THE WHOLE TRIP WAS. DO NOT FLY WITH HAWAIIAN. I WILL SPREAD THIS NEWS FAR AND WIDE.
Products used:
Airline travel
I always fly with hawaiin when I go to the islands. Always a good experience. Good food and wonderful flight attendance
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