Significant Hawaiian Airlines customer complaints might be alleviated soon with these new features.
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25 thoughts on “Can Hawaiian Airlines’ Latest Upgrades Reduce Consumer Strife?”
Significant Hawaiian Airlines customer complaints might be alleviated soon with these new features.
I have tried to work with Hawaiian for years.
Finally changed to Delta, last year, due to all my travels got to their Platinum level and can do my own Coach to Comfort upgrades on line
Their wallet is instant and clearly shows amount and due to spend dates.
Southwest has been my go to on the US side and the credits and cancellations are all processed on line. Any changes on both these airlines are done on line
I do not remember any time I have had to call either of these airlines.
I have done the chat feature with Delta due to call volume and my requests were done as soon as it was understood what was need.
I have yet to get “it cannot be done”
My blood pressure would rise even prior to calling Hawaiian every time, and always “it cannot be done”
So no more Hawaiian, in the process of cancelling my Hawaiian Miles card once I move my miles out of the account.
Will Never return
specifically not only because of their systems but letters to the corporate office were replied with standard “it cannot be done”
verbiage to that effect. Never taking responsibility.
In addition baggage arrive is usually 1 hour after landing.
Everyone else is 30 minutes or less, Delta even tells you where you bags are in the process from departure to landing.
So technology and call center is just the tip of the ice berg, other than front line staff who are some times embarrassed Hawaiian has a lot more things to fix other than their technology.
To Lawaia-I just booked a flight yesterday from LIH to OAK and also experienced the same issue. No email was sent by HA with any type of confirmation of my flight.
This is basic airline 101 stuff that should not be happening.
Hi Bruce. I totally agree that receiving an email booking confirmation email from an airline is “basic airline 101”. I have contemplated what compelled Hawaiian Airlines to discontinue what is probably the lowest cost and most basic of customer service tools for an airline, and I cannot figure it out. The Hawaiian Airlines customer service people do not know why, as I asked one of them and they were unaware that we do not automatically receive a confirmation email after booking a flight online. The person then suggested that I talk to their web services people. I asked her to transfer me to them and she advised that she could give me the number to call them directly but she could not transfer my call. When I called web services immediately after she gave me the number, I reached a recording saying that they were closed for the day. As I mentioned in my post yesterday, I really try to avoid talking with Hawaiian Airlines customer service, reservation or ticketing phone lines, as I only end up frustrated. Thanks for your reply.
Is anyone else experiencing getting charged for booking a ticket but then not having a reservation? I book 300-400 flights a year inter-island for my employees and I have never had this problem. But, twice in the last two days I have booked flights, been charged and haven’t received a confirmation. When I contact customer service they tell me that they have no reservation under the employees name or mine or any information that confirms a booking. This is ridiculous for a public company. I might expect shenanigans like this from Southern Airlines (i.e. Mokulele), but Hawaiian Airlines? C’mon man! Maybe you folks here could check into it. I’ll gladly provide information on my bookings and proof that Hawaiian charged my card. Thanks.
I have not experienced your particular issue Don, but I have been experiencing a similar issue when making a reservation online. Prior to Hawaiian Airlines big website “upgrade”, when I made an online reservation I would receive an email titled “Electronic Ticket Receipt”. The body of the email showed the pertinent information including the Confirmation/Reservation Code, the complete itinerary, passenger names, passenger Hawaiian Miles numbers, seat assignments, links to add the flights to a calendar or to print the itinerary and receipt, and also had the E-Ticket, the reservation/itinerary and the receipt as separate attachments. All the pertinent information one needs regarding a flight reservation and ticket purchase. For whatever reason, when I make reservations on their website or through the app on my phone, I no longer receive any documents afterwards from Hawaiian Airlines. Nada. To me this is a big thing. And to make things a little more confusing, when I login to the website or open the app, it shows a different confirmation number than the classic six digit alpha confirmation code that we are all used to. It showed a new alpha-numeric code. When I called the Hawaiian Airlines customer service line to make a change, the representative did not recognize the alpha-numeric confirmation number. Eventually she found my reservation and gave me with the correct confirmation code. Have you seen this issue? Thanks!
I am a Big Island resident who has been a loyal Hawaiian Airlines customer for over half of my life and I am almost 70 years old. It is my humble opinion that the issues that we are currently experiencing with Hawaiian Airlines online as well as their customer service, reservation and ticketing phone lines, started several years ago when the airline moved all of their customer contact lines to a call center in the Philippines. I now avoid talking to human beings at Hawaiian Airlines as I almost always end up frustrated from being put on hold, many times over an hour. Even though the website itself was always slow, it generally worked ok and was far better then than it has been since they “upgraded” it a while back. We have suffered the same issues that all other Hawaiian Airlines customers have had with the website, which is bad in every way. The latest issue which started about three months ago and is yet unresolved, is that they somehow managed to get our TSA known traveler numbers mixed up with the wrong names of our family members that are saved in my Hawaiian Airlines account. Each time I call they say the issue is fixed, but next time I buy tickets the problem is still there. We now stand in line at the airport while the clerk enters the TSA number for each one of us. We are now booked for the first time on United Airlines to the mainland in October. It is not what I want to do as I always support Hawaii businesses first, but enough is enough. Auwe!
Aloha Lawaia, I feel your pain. I did want to point out though that Hawaiian Airlines is no longer a local airline. They were sold to a mainland company several years ago. In my opinion, that is when the troubles began. You can safely fly Southwest and not be harassed for not supporting local. Even Mokulele is owned by mainland airline Southern Airlines. There really aren’t any local flyers anymore. Hawaiian Airlines has created a mess and I hope that they clean it up soon. It’s embarrassing for the local folks that put their heart and soul into serving customers like you and me.
I am a Big Island resident who has been a loyal Hawaiian Airlines customer for over half of my life and I am almost 70 years old. It is my humble opinion that the issues that we are currently experiencing with Hawaiian Airlines online as well as their customer service, reservation and ticketing phone lines, started several years ago when the airline moved all of their customer contact lines to a call center in the Philippines. I now avoid talking to human beings at Hawaiian Airlines as I almost always end up frustrated from being put on hold, many times over an hour. Even though the website itself was always slow, it generally worked ok and was far better then than it has been since they “upgraded” it a while back. We have suffered the same issues that all other Hawaiian Airlines customers have had with the website, which is bad in every way. Our latest issue started about three months ago and which is still ongoing, is that they somehow managed to get our TSA known traveler numbers mixed up with the wrong names of our family members that are saved in my Hawaiian Airlines accounts. Each time they say the issue is fixed, but the next time I buy tickets the problem is still there. We now stand in line and wait until the clerk manually enters our TSA numbers on each booking. We are now booked for the first time on United Airlines to the mainland in October. It is not what I want to do as I support Hawaii businesses first always, but enough is enough. Auwe!
Aloha!
It saddens me to read all these problems. Changing computer systems is always a problem, but HA’s problems have gone far and beyond what normally happens. They need to do something to repair the horrendous damage done to the brand. The flight crews are equally frustrated as they have to deal w/unhappy passengers. Someone has to get the CEO to take these problems seriously. It would help if he actually flew on some flights to personally see and feel the problems. Those in charge of integrating the systems need to be replaced.
A Major DITO to all the Comments. They are all true and all have happened to me.