- Verified customer
Poor Customer Service and Broken entertainment system
I chose Hawaiian airlines because I wanted to support a local premium airline which had commendable reviews and had a good in flight experience. Unfortunately, my recent experience was disappointing as the entertainment system did not work (for ALL passengers on this flight). The flight was over 10 hours and during a day flight (difficult to sleep). I was also travelling with my wife and my young child, whom is easily bored and difficult to look after for such a long time with no in flight entertainment to distract him. Each passenger was offer...ed a USD$25 credit for a future flight however I believe this is unsatisfactory for the below reasons: * it took my family over 3 years to save for a wonderful trip to Hawaii and will not have enough savings to fly again soon. My family has not flown in over 3 years. *although I had a great time in Hawaii and glad I chose the destination, it is unlikely I will be returning to the same location again soon (maybe in a few years time). *long haul flight over 10 hours *day flight so difficult to sleep * child with low attention span, made a difficult situation (ie international flight) even more hard as he was restless and had bursts of anger and frustration being kept on a plane with nothing to do. I appreciate Hawaiian airlines’ flight credit (although still WAITING for this and does not work online), but I will not be able to redeem it within the required time. Customer service also NEVER replied even after waiting for over a month. Poor experience and will not fly with them again.
Nightmare end to a great holiday
Booking was done by our holiday club so can't comment on that. However flight ended up being 45 minutes late after we boarded due to loading of cargo,bad start for a long haul. Flight attendants handed out headsets to first few rows then stopped . Once in air the rest of us had to ask for some and were then told they ran out. No entertainment for 10 hours and after one scotch I was told they were out of that too. Thank god we didn't run out of fuel ,would never fly with them again ,suggest you don't either. Staff also need a lot more training ,...not that I can accurately judge them because they seem to be hiding down the back avoiding all the flak in the comfy seats they keep for themselves . How about some compensation Hawaiian airlines ,fat chance.
Quite reasonable .
We have just returned from our trip to Hawaii. I would just like to make a few points from our experience.
1. Extra comfort seats are worth the money. I had a good nights sleep and enjoyed the extra room.
2. The plane left on time and boarding was well done in plenty of time.
3. Cabin service is below par for a full service airline. The meals were very basic with no choices. Take your own snacks!
4.The cabin staff seemed disinterested in service. We had one friendly lady.
5. The aircraft seemed older than Im used to . But it got us there!
6. Dont have expectations of a top airline then you will not be disappointed!
Terrible experience and haven't even got off the ground!
The booking process seemed simple enough, book online via Hawaiian Airlines - flights Brisbane to Hawaii return - with accommodation at relevant resort - over $10,000 worth of travel. Hawaiian Airlines took the full amount straight away. Received email with booking confirmation advising all confirmed and no need to re-confirm. We wanted to check into our seat numbers as travelling with kids and found that the trip is not in fact booked. After two weeks of calling, discussing and no one actually returning our calls was advised someone at Exped...ia (have no idea why Expedia) had since cancelled the trip, yet Hawaiian Airlines was who we booked with, Hawaiian took the $ from our credit card, so why Expedia has authority to cancel I don't know and no-one at Hawaiian seems to know either. Spent two weeks now, each day, trying to get someone to make sense of what has happened - have an itinerary number, no refund, spoken to many, many people. The service is unprofessional and ridiculous - it actually appears to be a scam - except that they still confirm the booking number but say we don't have flights, not sure about the accommodation. We are waiting again for someone to call us back (with 24 hours) this has happened every day, for the past two weeks, and guess what, NO-ONE ever returns the call. So I guess we have to now refer to Consumer Affairs to try and get our money back. Not happy. Do not use this airline or HAWAIIAN TRAVEL.
Bloody useless booking system - Took payment but no booking generated
I tried to book internal flights and hotel package (Waikiki to Kona return plus accommodation) through Hawaiian Airlines website. Completed the booking and was waiting for the system to "Process" my booking. To my horror, it gave me a PROCESSING ERROR. I had a bad feeling about that so I quickly went into my bank account and check the credit card which I submitted for payment. I was shocked that the total amount was taken out from the credit card despite the fact that the booking DID NOT go through. So I quickly called Hawaiian Airlines. I ga...ve them all the details and they could not find my booking, and I was told that there is no booking in their system. WAIT A MINUTE! If they could not find a single information/details (names/phone number/email address) of my booking in their system, then HOW in the world, could their system took my credit card details and deducted $$ from my account?!?!?! What is bloody scam. The only "solution" (NOT!) the lady on the phone gave me was "Please contact your bank and dispute (or cancel, I cant remember the exact word she used) the payment" ...WAIT ANOTHER MINUTE, this is a huge inconvenience for me because now I have to wait for days and days for the payment dispute process and for the amount get credited back into my credit card. I have lost days/weeks of more than $1K because of some useless booking system of Hawaiian Airlines. No solution or any other offers coming out from them for the lost of $ from my side and the extreme inconveniences they have imposed. Terrible, horrible, Hawaiian Airlines. I lost all confidence with you guys - will not book online with you guys again!!
So far very good
Can't get thru on the phone but their online chat service is superb. Haven't flown with them yet but had to change our flights due to pregnancy. Paid the $200 per person (x3) fees and then filled out the medical fee waiver form and within 3 weeks received an email and refund of the fees.
Extremely helpful!! And we can't wait to fly and enjoy our trip to Hawaii next month.
A good solid airline
I have flown Hawaiian Airlines many times in the last 10 years Sydney Honolulu return. I book with a reputable travel agent. Prices are the same with online options. But a good travel agent shows photos of the cabin, gives advice on best seats, tells you the truth about extra comfort, business, luggage allowance, can show you meal menus and entertainment options, etc. Yes, you can find this on the airline website if you have time to look but a good agent can do it faster. Plus you have someone to help you out if needed. Hawaiian economy are e...qual to Qantas and better than Jetstar(the only other airlines that fly that route). It is a full service airline so food an drink are included. And 2 bags per persons with with a weight of 32kg per bag plus carry on. The extra comfort just in back of business are better than other areas. Economy meal but more recline and a little wider. Business class is the old style, not fully flat. But I believe that is changing with the new planes/upgrade. Hawaiian is usually the same price as Jetstar and cheaper than Qantas. That route I would choose them over the others.
- Verified customer
Travel from Brisbane to Honolulu
Booked my flights on their website which was pretty easy to use and didn't have any issues.
I have used Hawaiian Airlines a few times now and have worked out the best seats are the last seats in the back of the plane because they usually block off the last 2-3 rows for their flight attendants to use to relax during the flight. They make sure no one goes to sit on their seats which is great so you are usually able to fly without anyone behind you kicking or complaining that your seat is all the way down. Make sure you be friendly with the s...
Extra comfort seating
If you are thinking of paying extra for the privilege of sitting in a day care centre with screaming babies and kids under 10 kicking the back of your seat and never shutting up for 10 hours go for it. Same meal as economy and seats are not any more comfortable than economy. Parents of little kids have worked out the extra room helps them but not anybody else. No priority boarding just called after first class and parents with little kids. BIG waste of money. Just did the flight from Honolulu to Sydney. Hosties did nothing most of the flight. P...assengers had to get up for there own coffee and water. Sydney to Honolulu Hawaiian Airlines changed our seating in extra comfort with no notice and separated us. Same Flight they did the same to another couple and took them out of extra comfort and put them in the back of the plane and the ground staff could not help.
Staff have poor knowledge of policies and customers are held accountable
Very dissapointed in hawaiian airlines.
When leaving for hawaii, the man that checked in our baggage told us that we could bring as many bags as we like as long as it was under 64kg per person. Based on this advise we purchased more bags and did a lot of shopping, however upon leaving honolulu we were charged an additional $150 for each extra bag. What a scam!
The check in manager suggested that if we want the correct information we should call their call centre 3 to 4 times to check rather than relying on what we are told by their staff at check in.
The worst airline I've flown with in 35 years of O/S Travel
Booked a 14 day package deal to Honolulu. -- they chose HAWAAIN airlines. - it was from Melbourne - had to go via Sydney ,the planes both ways seemed so old ,the smallest hardest seats ,food terrible ,first time I have ever found crew to be unfriendly ,really only saw them when serving lunch and dinner. -- not like other airlines who come around with water or snacks etc -- worst of all the FOOD TROLLY was so dirty ,could see the grime - hadn't been cleaned for years I don't think. - I did feel at all times safe which is the main thing -- but would never fly with them again
Good service, puncture, and nothing to complain about
My family of 3 (including a 3 years old) recently flew the airline to Honolulu, via Brisbane on the way out and Sydney on the way back. Both flights were pleasant. Nothing fancy, but comparable to other premium airlines including Qantas, Air NZ and Cathay. Some people complained about the timing of dinner on the Honolulu to Sydney flight. I believe it was timed based on Sydney time, which was at about 6PM local time. The dinner itself was a bit simple - just 2 sandwiches. Would I fly with them again? absolutely!.
- Verified customer
Unsafe and Uncaring Airline
As a frequent flyer I find Hawaiian Airlines to be the most uncaring and unsafe airline in the world. I suffered a near fatal injury on board their flight from Hawaii to Sydney and the staff could not give a damn!! Hawaiian airlines staff including the Captain have no idea how to deal with difficult situations on board to alleviate passengers anxiety when unforeseen events occur. Fly Hawaiian airlines at your own risk as it is the most unsafe and disorganized airline in the world !! etc...
- Verified customer
What a way to end our honeymoon, worst flight ever experienced!
No 'Aloha' in this flight, we ended our honeymoon with a shocking flight.
We paid for extra comfort seats, my seat had a TV with a broken arm, they ended up taping the arm and holding it together with an extension belt with the tray table up, barricading me and my husband, i was desperate to watch my movies (what else do you do on a 10 hour flight) so i put up with the barricade and a screen on a slant that was pretty much in portrait mode. But it didn't end there.....
We didn't get our dinner until an hour before landing, people were star...ving, it would have been around 9.30pm Hawaiian time as we were flying back to Sydney, so we were well past dinner time. We were finally greeted with a tomato sandwich, however in the meantime their snack bar was highly compensated with people spending up on the snacks. It gets better… To top it off the plane ran out of water, nobody could wash their hands after using the bathroom!! How hygienic of them, 5 remaining hours without no water to wash your hands and no water to clean the toilet. It was disgusting!
Business Class that's not Business Class
I recently booked a Return Flight from Sydney to San Fransisco in Business Class through Last minute.com
I had difficulty printing all the itineraries etc from their website. I also tried to reserve a preferred seat as Ii love the Left Side when flying back into Sydney as you get the Harbour Bridge etc. I managed to book the Sydney to Hawaii Leg but that was all. It then kept showing me the rear Cabin (for Business?/) I then discover the the second Leg - Hawaii to SFO was in Economy. What ? It was the same for the return Leg SFO to Hawaii. ...I paid $5,000+ for this ticket. The Website clearly showed BUSINESS (Blue Box) SYD - SFO and I clicked that for both directions. I call Last Minute and they faffed me around and then came back and said we can't put you in Business because there is NO Business class on that leg (HAW-SFO). Only 1st Class. They then offered to upgrade me to 1st Class on one leg for $3500. What ? The so called 1st Class was exactly the same as the business class I was in SYD to HAW. This is deceptive at best and fraudulent in my view. I will never use Last minute again and also will never fly Hawaiian as the Business Class seat were a joke. I booked this seat as I had meetings and suffer back issues on long hauls. The Seat only reclined half way so it was impossible to sleep and worse is you get pressure on the back of your legs when you recline due to the poor design. The service was excellent in Business so no fault there and the staff were great. The seat however are pathetic as is the booking deal. Never again.
Travelled on a family holiday from brisbane to honolulu my daughter's luggage was left behind in brisbane, my husband's flight was delayed from maui to honolulu. Our return flight from honolulu to sydney was the most terrible ever, flying for four hours then had to flight back to honolulu due to fuel leakage that wascnoticed by another plane passing by under our plane
Got back to Honolulu waited for hours to be picked up and get dropped off at the hotel, and tbe joke was the meal vouchers were provided, wouldn't be enough to get coffee and w...
Flight from Sydney to Lax. Lax to hnl and hnl to Sydney
Booked a flight from Sydney,Australia with hawaiian airlines that flew out at 9:20pm and the plane was empty and could sit anywhere on the plane staff onumbers the flight were nice and polite making your trip and enjoyable one. The leg from HNL to LAX was average the flight staff were not professional you had to pay for movie that are free on Sydney to hnl food on this leg was disgusting and unpleasant but when we arrived at LAX airport hawaiian airlines damageflying our bags. The leg from hnl to Sydney was the worst we were four hours into t...he flight and they decide to turn the planend around because of a fuel leak which could have been checked before take off and their engineers should be checking the aircraft before allowing passengers. But they did a great thing was by putting the passengers affected into a nice hotel.But I would recommend another airline if you decide to go with hawaiian airline go at on your own risk. The following things the airline can improve on 1. Get their engineers to double check if the plane has not a single issue so no accidents can occur as this prevents problems 2. If you cancel a flight should have another plane ready so passengers can reach to their destination onot time 3. Staff working on the aircraft need to be trained in customer service as some of them don't know how to be nice
flew HA443 over 9.30hrs nothing to drink before hand, I requested 3 cans over that period while watching movies, to be told in no uncertain terms 2/30 hrs. out from bris. THATS IT. im 72yrs never have I been spoken to like that before, (never again) HA that just cost you $1600 in the future.
Plane was clean but forget any leg room .Staff are not friendly they just do there job meals are basic dink service is poor I asked for a soda water didn't even get one of their small cans just half of a plastic cup. Try asking for another drink. Better off trying another airline because customer service is very poor don't know if jet star are any better but will think twice before booking with them again
Questions & Answers
We ( 7 of us ) are flying with you from Sydney to Hawaii, onto LAX back to Hawaii and returning to Sydney. My 7 yo grandson who is part of our group is Autistic. What programs, support do HA have for passengers with Hidden Disabilities?
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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