We noticed that you're using an unsupported browser. The Tripadvisor website may not display properly.We support the following browsers:
Windows: Internet Explorer, Mozilla Firefox, Google Chrome. Mac: Safari.

“Hawaiian Air tricks all customers with hidden ways”
Review of Hawaiian Airlines

Reviewed 9 December 2020

I had flight in December and had to change because of covid scare at work and quarantine waiting for test results. So canceled flight and tried to change to Jan 2021. Original flight that was paid for two people was $1200 plus for one way coach and return extra comfort because on Dec 15 2020 Hawaiian pulled restricted seats to open all seats. When booked figure since flight is empty and non sold seats can go from HNL to LAS on coach. When tried to rebook, first was told even though credit difference of $238 was not going to be paid back to me. Even though had to pay $20 extra when it was a price difference in a flight, they said it would be forrfitted because that is policy. I asked then I want extra comfort both ways and was told I had to pay an extra $89 per person because it is extra comfort and even though Hawaiian owed me $238. So instead of getting credit back, they want more money for extra comfort, even though it is still cheaper than the credit. TO make it worse, they said cI had a reservation, yet no seat reserved....How is that possible, and I checked my credit card and was charged for one person $89 yesterday, but still no seat reserved and why would I change only one seat and not two of us???? I was told, that is policy and either pay or go coach. Hawaiian is usually good, but this was last straw of nickle and dime loyal customers by hiding the fact they might not charge a change fee, but will keep anything that is a credit, but have to pay any difference for a extra comfort or first class. SHame on Hawaiian. Also was put on hold on chat and finally no one came back to answer questions.

Date of travel: December 2020
    • Seat comfort
    • Customer service
    • Cleanliness
    • Food and Beverage
    • Legroom
    • In-flight Entertainment
    • Value for money
    • Check-in and boarding
3  Thank J385DEjohng
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Write a reviewReviews (7,672)
Traveler rating
Traveler type
Time of year
  • More languages

111 - 115 of 7,672 reviews

Reviewed 5 December 2020 via mobile

We had return flights booked for the whole family between the islands. Unfortunately our plans got impacted by COVID-19. Despite the fact that we could only qualify for the credit, the airline decided to give as a refund. The money was back on my account the next week. I would like to mention that I'm still waiting for my refund from the Australian travel agent (6 months now).

Date of travel: August 2020
    • Customer service
1  Thank veronikaw2020
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed 3 December 2020

In March 2020 i was meant to travel to Hawaii however had to cancel my trip due to COVID-19. I requested a refund which took weeks and week to get approved. Its now December 2020 when i am writing this and i am still waiting on my refund thanks to the lack of respect and care for their customers. I have made a countless number of follow ups over the phone and via emails and not once has a member of the customer service team been able to properly assist me, they just give false information and continue to make mistakes delaying the issue more and more. This has honestly been the worst customer service experience i have ever received, all i want is my money back and HA just continue to avoid giving my money back by the day.

Date of travel: March 2020
3  Thank shalinip306
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed 28 November 2020

I fly with Hawaiian Airlines often. I was flying alone back home to Oahu. I boarded the plane with a carry on and a small duffel bag. When I got to my seat, I struggled to push my duffel bag onto the top of the plane (I am 4’9). I politely asked the flight attendant if she could help me put my carry on up. She was extremely rude and said “If you can’t put your own luggage up then you should not be flying”. There were other flight attendants looking at me aware of what is going on. They too did not bother to help me. The rude flight attendant then took my carry on and called people to grab it and remove it from the aircraft. At this point the entire plane knew what was going on. I am very unhappy with the service of Hawaiian Airlines, this is definitely not the “aloha service” they advertise. I will greatly consider taking my business to Southwest Airlines.

Date of travel: July 2020
2  Thank kyhi99
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed 28 November 2020

They emailed us and changed our flight to 2 DAYS earlier after we had time off from work booked, hotels, interisland flights and car rentals booked, some non refundable. We were forced to book a more expensive trip through another airline. Keep in mind Covid testing needs to be scheduled with the flight dates. I asked for a voucher to offset the difference and was told flight changes are part of the risk of booking with them and they don't offer compensation. So warning to anyone thinking about booking with Hawaiian Airlines expect to travel on their timeliness not yours.

Date of travel: November 2020
3  Thank Melissa C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
© 2021 TripAdvisor LLC All rights reserved.

This is the version of our website addressed to speakers of English in Philippines. If you are a resident of another country or region, please select the appropriate version of Tripadvisor for your country or region in the drop-down menu.