- Verified customer
We had flights to Honolulu & beyond booked for September 2020, but due to Covid-19 the flights were cancelled. After receiving their email I contacted the Hawaiian Airlines help line seeking help to complete an application for a refund. The very helpful young lady advised that she could process my request on the spot without the need to complete & submit a formal application. After verifying my identity the application was immediately approved & the FULL cost of the tickets was refunded to my credit card within 24 hours.
Fantastic service Hawai...
We had booked flights to Honolulu in June, the pandemic hit and we thought we had lost our airfares. We contacted HA through their Facebook page, received a quick response through Messenger advising that it would be put through. We have flown with HA 3 times from Australia and it is our preferred carrier going to Honolulu. From first contact to receipt of money was approx. 3 weeks. Thank you, not like our airline Qantas who are handing out credit notes.
- Verified customer
No response from Hawaiian Airlines to COVID-19 Medical/Waiver from being in quarantine and could not make flight
This is about Hawaiian Airlines response and lack of response to being in quarantine due to the COVID-19 outbreak.
I used the Chat facility and spoke with [name removed] February, 16 2020, [name removed] was very good and offered a travel credit as I was in quarantine on the Diamond Princess in Japan, we decided to wait as my quarantine was to finish on February, 19 and I could make the flight.
Then was evacuated back to Australia February, 20 and it was clear that I would not be released for the flight on 24th.
I used the Chat facility Februar...
Half hearted apology
Seattle to Hawaii 6.5 hrs. Seated rear of plane, crying children, dirty smelly diapers, food not pleasant say no more. All we requested was a seat towards the front .
Our frustration was swept under the carpet, I’m afraid to say but without customer satisfaction, other caring airlines, Hawaiian airline is spiralling downhill . Still waiting for my miles points. SAD
Wonderful service and genuine care!
Our baby daughter suffered a seizure at the boarding gate while waiting to board a Hawaiian airline flight home to Sydney. The staff we absolutely amazing in providing assistance to my family and calling for medical help. Although we were not able to fly home because of the medical emergency, the Hawaiian airlines staff were in constant contact with us helping to recover our luggage and ringing to check on our baby and the family.
Once we were able to return home, all staff from check in to on the flight were exceptional and made sure that we were catered for and made comfortable with our sick daughter. I cannot fault their service!
- Verified customer
Choose another airline
I paid for a full service airline and got below standard service. Ground staff were jaded and not interested in helping. Food was disgusting. Freezing cold sandwich for lunch, no snacks on a long haul flight. Nothing offered to eat for at least 7 hours. Meal service wasn't announced at all. No choice in meals. Everyone got the same horrible food.
Terrible airline. Never again.
Will never fly with Hawaiian Airlines again
We had to fly from L.A. to Hawaii and change planes to go to Brisbane. To our surprise there was no business lounge in L.A. Is this an American Co. or what. My wife and I are both Gluten free. This was notified to the airline and printed on our tickets. The crew on both flights knew nothing about this and had no gluten free food on board. For breakfast, we had carrots and a banana! That's all we were offered for the whole flight and we paid top dollar for business class. In Hawaii we tried out their lounge and again, no gluten free food, so we ...had an apple, banana, and some cheese. It was the worst business lounge we have ever been in with the lack of variety etc. If you're intolerant to gluten, forget Hawaiian Airlines. To top it all off, on the L.A. to Hawaii leg, we had to pay $4 each for ear phones to view their movies on a tablet. Is this 2019 or what? Not happy.
The worst experience! Never again!!!!
1)rudeness: cabin crew was very rude different occasions, but the mainly one was when the special meal of my neighbours was not delivered. The tone and the way to say that they were no responsable was just unacceptable. So rude and unprofessional.
2)quality of food: if your are lucky to have one (see above) the quality is very very poor. Even for international flights they treat you as national flight
3) quality of entertainment in board: the poorest offer of movies in my whole experience (I have been flying for 30 years around the world) aga...
Don’t have high expectations
Flew from Brisbane to Honolulu at night and thought service was below par ... gave them the benefit of the doubt because it was a night flight and people were sleeping. Flew in between 4 islands whilst in Hawaii - no real concerns apart from all flights were late! Return flight from Honolulu to Brisbane is day flight and service was non existent! Was told that there were 9 flight assistants on board to make our flight more comfortable - not sure where the 9 flights assistants were ... no water was offered during the flight, no snacks and food was horrible! Won’t be flying Hawaiian airlines again or recommending them!
Nightmare experience in business class with young children
We were travelling as a family of five, 3 adults and a 1yo and 3yo child, from Sydney to Honolulu return. As the first leg of the trip was overnight, I thought we would be more comfortable in business class. We had previously had a great experience with Singapore Airlines with a separate bassinet provided for the baby (for whom there was no cost). For this trip, we had to pay around $US400 for the baby, although the reasons for this remained unclear, especially when it was apparent that no bassinet was to be provided. Needless to say, his mothe...r had a very uncomfortable flight. Our 10.5 hour day flight home was much worse. There were no food choices generally, and the food served was unsuitable and unappealing to the children. When we booked, we had to specify the ages of the children so I find it hard to understand why kid-friendly food was not available. Again with Singapore Airlines, they had special kids’ food and even activity packs. We had packed snacks for the children but these were intended to supplement meals not substitute for them. I asked the staff if there was any food the kids could eat, as by hour 6 of the flight, the baby was literally screaming with hunger. I complained to Hawaiian Airlines, and found their response unhelpful, and indicative of their failure to understand my central point which was that the business class section needs to provide more appropriately for. The needs of young children.
Cost efficient, comfortable, it is Hawaii from the moment you step on board
I have flown Hawaiian a few times....SYD to HNL and back....plus inter-island. All I can say is they are great for the price and service level. Food is adequate....some people think Hawaiian is a full-service airline....No, it is a bargain airline, that steps out of the swamp to do much better.....We had 31" on the economy international flights.....maybe a bit less on the inter-island....flights too short to care....But for SYD-HNL-SYD....I wouldn't bother with Jetstar (ever) or Qantas (unless they offered a significant fare reduction). Very...Happy with Hawaiian.....Their cabin crews are extremely hard-working.....best I have seen since Singapore Airlines....and no joke - they are wonderful personalities and do their best. Anyway, fear not....Try them on your next flight to HNL from Australia.....We have done it a couple times as well as Qantas....and it is definitely Hawaiian for us......Best on the route by far......
have flown 5 times, NO PROBLEMS!
BOOKED ON LINE, easy.
Wanted to know if I could get from one terminal to other in limited time, RANG THE AIRLINE DIRECT few weeks before to understand the directions., they EXPLAINED how to get from A to B, there is a map of terminals on their site.
Seats were fine flew one leg Business and other legs equivalent to premium economy, (AN AREA JUST BEHIND BUSINESS)
Flew Brisbane Honolulu, stay over then to outer island return NO PROBLEMS.
Flew Honolulu stayed a week , then onto to Japan return another time. NO PROBLEMS!!
This was all in 2016/17
A lot left to improve on
Flew with Hawaiian Airlines from Sydney to Honolulu, Honolulu to New York and back again in business/first class. The seats are relatively comfortable, as they recline to 180 degrees. However, they are quite narrow and the footrest is not ideal.
Food is good, though not amazing. Our domestic flights in the US had no access to a proper lounge (with snacks and drinks) even though we were flying first class! Was quite surprised with this.
In-flight entertainment is through an iPad Pro. I really enjoyed this since the screen quality was great...and you could put the iPad in many positions. The staff are generally very friendly and welcoming. Though nowhere as close to as helpful as the staff on Chinese airlines, who will do everything for you. Overall, Hawaiian airlines lacks many qualities that make it a great airline. Nothing stands out.
Left me without food for 18 hours... never again!
I booked my tickets way back in February so that I could just relax and know that everything was sorted. I have a gluten allergy and made sure to let my flight agency know (this was not a problem with my trip to America on another airline, they had informed both airlines).
My ticket clearly stated that I was in business class, however, when I arrived at the airport and was checking-in, they informed me that there was no business class on their planes. This made me very confused as I had paid for business class, not economy. I decided not to ma...
Needs to improve
Having flown with Hawaiian Airlines on quite a few occasions, in all classes (Business, Premium Economy and Economy) on a recent flight to the USA mainland I noticed a distinct drop off in the level of service and the quality of food served. My original flight with them back in 2012 on the inaugural flight ex Brisbane to Honolulu, and for the next few years I couldn’t fault their food or service, but this last flight both over and back was a severe disappointment. Maybe with their increased popularity they are struggling to maintain their previous high level of service but on recent form I’ll be looking elsewhere for my USA flights.
- Verified customer
Maybe we were lucky??!!
After reading the negative reports on this airline we were not anticipating a good trip. However, both HA444 and HA 443 fights proved to be OK. Yes, we paid extra for "Extra comfort" and this we got - plenty of leg room, pillow and blanket. Yes, the food was not first class and the service was average but you get what you pay for. Beer, wine and spirits available on both flights, you have to use the call button to get the attention of the cabin staff, but service was prompt and helpful. My TV did not work and a staff member went and got me an Ipad so I could watch the movies. All in all I would say value for money.
Flight HA 0444 to Hawaii
Flight HA 0444 was delayed for technical problems for half an hour then another hour, and another hour, and another hour and again another hour. Then it was cancelled leaving every one in a bad way. They gave us locals 2 cab vouchers, onreto take us home and one to go back to the airport the next day. We arrived home and gavethe cab driver the voucher. He told us it was expired. The date it had expired was 4 month ago. I had to pay $80. These vouchers were given to all the locals. Can't wait for what we hear today from everyone. This mob were not professional.
Tried to call them to find out how to get reimbursed but got nowhere. They gave me a website address and told me to make a claim there.
- Verified customer
The most horrendous flight I have been on
My wife and I flew with Hawaiian Airlines from Sydney to Honolulu.
Our experience on this flight was awful.
The seats were fixed and did not recline. On a ten hour flight sitting upright was very uncomfortable.
The cabin crew were not very customer friendly, they practically threw the food and drinks at the passengers. The only alcoholic beverages were beer or wine. There were no spirits. The flight itinerary stated two meals but the first was just a snack. We chose the chicken wrap. The wrap tasted quite strange and I did not eat all of min...
Questions & Answers
My kid is 9 years old and I don’t know if I should get her the kid meals or the adult meals. We are doing Sydney to Honolulu and no return as we are taking a cruise back. Could anyone tell me what food they had from the adult meal when they went
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