Hawaiian Airlines — Local services in Hawaii

Summary: Upon arrival at the Hilo International Airport on 06AUG2024 at 1800, it was discovered that one of my checked luggage was missing from the airlines carousel. After about 30 minutes to ensure the bags were all received, I spoke to a very nice lady at the Service Desk who assisted in the process of locating my luggage. After a lengthy discussion, she processed the File Claim which would be required for Travel Reimbursement.

Two days later 08AUG2024, during a short conversation with the Hawaiian Service Representative, I would have to speak with local Supervisor Hope for claims. As she would not reimburse/compensate passengers actual incidental expenses that they may incur while their bags are delayed.

09AUG2024 – Upon arrival at the Hilo International Airport I had the worst experience dealing with a Hilo International Airport Baggage Department Supervisor Hope. She was very unprofessional, misleading, unable to answer simple questions, disrespectful, lied, and was unable to communicate company policy.

Proof of Reimbursement For processing my claim, the onsite Supervisor Hope would not accept all the receipts for my family missing items required that were purchased. She stated that it’s not permitted because she does not feel it’s in the policy. She returned three of the four receipts – and said maybe some are okay. I reviewed Hawaiian Baggage Claim Poly and Department of Transportation Policy. At this moment – she became irritated because she did not know the policy.

Hawaiian Airlines Policy and Department of Transportation When I challenged the supervisor of the Policy which negates the additional receipts passenger coverage – I was told “It’s on Hawaiian Airlines contract of carriage, go look it up yourself”. I believe – she is comfortable disrespecting foreigners who don’t understand policy and regulation, and was a tactic to impose her position. At this moment, I remained consistent for a response and she said “it’s in the policy you have to read it”. I asked her to show me the policy – at this moment she left the front counter to go print the contract of carriage to show me. Once we returned – she handed me a Black/White printed copy but would not show me where it negates her claims of personnel and time. She said, “Just read it, it’s in there”. It was obvious she did NOT know her own policy. It was pointless at his point because the situation was becoming one person’s feelings and pride rather than Policy. I was not there to convince either way – the situation should have been decided on Company Policy and not one person dictatorship decision.

Claims Receipts This one is funny. The supervisor took my original receipts from the store and made a scanned copy. She gave me the scanned copy and took the original. I asked for the original, and she said it was Hawaiian Policy to take the original reimbursement receipt from the customer. This was a straight lie. I have worked for major agencies and the customer always keeps the original. At this point, she was trying to assert dominance in front of her co-worker, and I allowed it. I knew this was a lie and the conversation became a struggle between one person’s feelings vs. actual policy.

Overall I found management's lack of professionalism towards the public and should be driving conversation based on Company Policy rather than a local single party rule. I was unable to plead my case because the supervisor was unable to have a conversation about policy. Conversations based on trying to influence and “he said- she said, she’s not authorized” is a waste of time. I feel sorry for the very nice lady who originally helped me. She was trying to do her best to accommodate knowing I’m traveling internationally sightseeing. And, it seemed she was being thrown under the bus – for processing the File Claim. At this point – this claim to help serve others and training purposes. I have wasted so much time collecting documentation and shopping, rather than sightseeing.

• Counter Representatives are very helpful, kind, and sweet hearted...

I am writing to express my deep disappointment and frustration with the recurring flight delays and subpar service I have experienced on multiple occasions with Hawaiian Airlines. As a loyal Gold member for several years, I expected a level of service that would be reflective of the status and reputation of your airline. Unfortunately, my recent encounters have left me highly dissatisfied and compelled to share my experiences with others.

Over the past few months, I have encountered several instances where my flights with Hawaiian Airlines were delayed without sufficient explanation or compensation for the inconvenience caused. These delays have resulted in missed connections and disrupted travel plans, causing considerable stress and frustration. As a frequent flyer, I understand that unforeseen circumstances may arise, but the lack of effective communication and assistance during these situations has been truly disheartening.

Moreover, the quality of service provided by your staff has fallen far below my expectations. The lack of professionalism and courtesy exhibited by some of your employees during these instances of delay has been unacceptable. I believe that a fundamental aspect of customer service is to address passengers' concerns and provide timely updates, yet I have encountered indifference and an overall lack of empathy from your staff.

Given the aforementioned issues, I regret to inform you that I can no longer recommend Hawaiian Airlines to my colleagues, friends, and family. I intend to share my disappointing experiences on various online platforms and travel forums to warn potential travelers about the recurring flight delays and substandard service that they may encounter.

I had hoped that my Gold membership would offer me a superior travel experience, but unfortunately, it has not been the case. As a valued customer, I urge you to take immediate action to address the issues I have raised, not only for my benefit but also to improve the overall customer experience and uphold the reputation of Hawaiian Airlines.

I kindly request a prompt response addressing my concerns and detailing the measures that will be taken to prevent such incidents from occurring in the future. I trust that you will take this matter seriously and make the necessary changes to regain the trust and confidence of your passengers.

Thank you for your attention to this matter.

Yours...

Formal Complaint – Horrible First Class Experience on HA80**

To whom it may concern,

I am writing to express my extreme dissatisfaction with the First Class service on your flight HA80. This was by far the worst flight experience I have ever had, and I demand an explanation and compensation for the unacceptable treatment.

Rude Cabin Crew: When I politely asked a male flight attendant to assist me with placing my carry-on in the overhead bin, he responded with disrespect: "If you can’t handle your own luggage, you should check it next time." This is not the level of service expected in First Class. Your staff’s attitude was disgraceful.

Freezing Cabin Temperature: The cabin was extremely cold throughout the flight. Despite multiple requests to adjust the temperature, the crew ignored my concerns.

Poor Dining Service: No meal choice: I was told there was only one option for First Class meals, contrary to your advertised service. Unacceptable delays: After setting the tray and napkin, it took over 30 minutes to receive the actual meal.

This was not a First Class experience—it was a complete failure. I paid a premium for luxury and professionalism, yet received neglect and rudeness.

I expect: ✅ A formal apology from Hawaiian Airlines. ✅ Compensation for this disastrous flight. ✅ Assurance that staff will be retrained to prevent such incidents.

This is unacceptable, and I will not fly with Hawaiian Airlines again unless these issues are...