Updated 4/3/20. Don’t run to get your money back before reading this!
The DOT has just issued an enforcement notice that will put an end to the question of whether you are entitled to receive a refund when your Hawaii flights (or other flights in the US are cancelled). Previously, for example, some airlines had begun updating their policies to explicitly offer refunds, in addition to fee waivers, and flight changes. That after carriers had been reluctant to indicate your ability to cancel tickets and obtain a refund, even though US DOT had always required it for cancelled flights.
Beat of Hawaii: Could there be a win-win reason NOT to request a refund?
Airlines need to preserve cash and may offer various bonuses for not taking refunds. Hawaiian Airlines, for example, offered visitor Brian a “no fare difference” change if he preferred to reschedule rather than refund. That could provide a very significant value if he is able to re-book for a more expensive season. We don’t know yet how this could play out, and if there will be blackout dates for changes. We also heard American Airlines was offering “some” passengers a 20% bonus for not requesting a cash refund.
With this clarification by DOT, will airlines move further in these directions? We think so. Airlines in Europe, for example, are already offering various incentives for rebooking rather than obtaining a refund.
US DOT enforcement notice.
“Airlines remain obligated to provide a prompt refund to passengers… when the carrier cancels the passenger’s scheduled flight or makes a significant schedule change and the passenger chooses not to accept the alternative offered by the carrier. The obligation of airlines to provide refunds, including the ticket price and any optional fee charged for services a passenger is unable to use, does not cease when the flight disruptions are outside of the carrier’s control (e.g., a result of government restrictions).”
Here’s what Hawaiian Airlines asked Brian to do:
Request a refund using their online ticket changes form. Brian also said their email stated that any fare difference would be waived if he didn’t request a refund, but instead re-books and begins travel by December 31, 2020. We could not ourselves confirm that offer.
We welcome your thoughts and questions. Let us know what your strategy is. Aloha!
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Greg W says
With the unprecedented current events, I think that the airlines should loosen restrictions on rescheduling throughout the Summer vacation season. By not waiving change fees, it makes it harder to plan and reschedule trips, I have a flight at the end of June I want to move, while there is availability at hotels, and airlines. When dealing with flights from 5+ hours to 12+ its a little different than planing a short trip on the mainland.
cathy says
Aloha,
Our Hawaiian Air flight has been cancelled.
We have been using their credit card for years in order to pay for this trip with mileage points.
Do you know what the policy is for rescheduling when we used miles?
Thank you for your help.
Beat of Hawaii says
Hi Cathy.
It is our understanding that HawaiianMiles award redeposit fees will be waived. Let us know how it goes.
Aloha.
Erin M. says
We ended up having to contact the DOT for refunds using this form: https://airconsumer.dot.gov/escomplaint/ConsumerForm.cfm
We didn’t want to have to do that, but with my husband being out of work due to this, we really needed the money back and were not getting help. Once submitted, we got refunded almost immediately. The beautiful islands of Hawaii will definitely get it back (and more) when we rebook in the future. I’m absolutely heartbroken that our trip is not happening anymore this year, but rest assured I’m already planning our return.
Mahalo, The Martins
Beat of Hawaii says
Hi Erin.
Thanks for this and all of your other comments! It is very helpful for others int he same situation.
Aloha.
Arlene says
Hi Erin,
I am in the same boat as you are. My family and I go to Hawaii ever year. With this going on it hard to predict what will happen in the future. I was just wondering you mentioned you received a refund immediately once you filled out the DOT form. Did you also have to call them or just fill the form out and how long does it take when you got your refund? I am still waiting for my hotel refund per Hawaiian airlines it can take 30days. Any information will help. Thank you. Stay safe.
Susie says
Thank you for all of your updates!
So my situation is a bit different… I cancelled our flight when they were only offering “waive changing fees, credit for your flight”, when all this started (end of March). Since then, they have canceled our flights, offering options of refund or credit, and now full refund or incentive for credit… I’m wondering if I can (should?) call and just get a refund, since I’m not even sure when we can realistically travel (use the credit), with what’s happening and all.
Any insight you can provide is greatly appreciated! Thank you always, for keeping us well informed! 😊
Beat of Hawaii says
Hi Susie.
Thank you. Yes, that is a bummer of a situation and why of course we’ve been saying to wait as early as we saw this coming. We aren’t expert in the legal aspects of all this but perhaps you can use the DOT form, explain and just see what happens. Please let us know.
Aloha.
Susie says
Sure will! Will look into the DOT form and see what happens. Thank you!
Marilyn C. says
Aloha, I have reservations for May 8 on Hawaiian air and called today requesting a refund since I cannot rebook within their parameters. I was informed I would have to request a refund via their consumer affairs office and it is only on approval. This is not according to us dot as I understand it.
Beat of Hawaii says
Hi Marilyn.
We did not see this before replying to your other comment. Yes, you’ll note that another comment from today mentioned they had use the DOT complaint form and had received an almost immediate refund.
Aloha.
Leith W. says
I have 5 tickets on United Airlines (2 of which are First Class tickets ) to come to Hawaii on May 16th for my daughter’s wedding which has now been cancelled. I called United and they refuse to refund me. I live in NJ and we are in the epicenter of this pandemic and are in lock down for the foreseeable future. What can I do to get a refund ?
Yvonne F. says
My husband and I have our 5th trip booked for July 1, 2020 the ticket was purchased in February 2020. My husband is a teacher so if we cancel our trip we would not be able to take another trip till next year 2021 we come from the east coast. We have not cancelled yet because we are waiting to see our options.
Eddie L says
I bought two tickets, one for my son and one for his wife to fly SJC/LIH/SJC Alaska Airlines Feb 24 to March 9. I even bought Alaska Allianz flight insurance. My son and daughter in law decided it best to not fly. I called Alaska, “sorry, but you bought “Saver” tickets, so no refund. I called Allianz, they said: “sorry, you FIRST have to get sick, and THEN file a claim.”
So, for now, I’m out not only the airfare but the insurance too.
Eddie
Beat of Hawaii says
Hi Eddie.
Thanks for all the comments you have left over the years.
So flights were not cancelled yet, which is one of the issues. The Alaska policy would cover tickets for March 9 from our read, so you might want to call them again. That won’t be a refund as that is only for cancelled flights, but perhaps putting the money into your wallet with them.
As for insurance, just like with car, homeowners, and other policies, insurance policies are a very specific set of coverages, terms and conditions. We try to read them all very carefully before buying or during the free look period just after. And we never thought or realized that what we are going through now isn’t covered by trip insurance. And likely we aren’t alone in that.
Aloha.
Tom says
Aloha and mahalo for a great blog. I read it every day. My wife and I have (had?) round trip tickets on Hawaii Air from LAX to Lihue, leaving LAX on May 9 and returning on May 23. So according to your blog, our first flight (5/9) was cancelled, but what about our “return” flight (5/23)? We haven’t heard anything yet from Hawaii Air. I have plenty of time to cancel our two hotels (North Shore Westin Princeville and South Shore Sheraton Poipu).
Beat of Hawaii says
Hi Tom.
Thank you! Yes they are only working through May 20 at present. Not sure when we will see more. It might well work to cancel the whole trip and get a refund if you want – give it a try. Or, if you are thinking of rescheduling, see if you can get to workable dates without a fare adjustment.
Let us know how it goes.
Aloha.
ane T says
Me again, adding to my comment.
I should have read the other folks first.
They did put our a notice via e mail that all flights were cancelled till the middle of May. That was officially from them. I have not received an e mail or any personal communication.
I don’t understand the wait when all other airlines that I know of are addressing this promptly.
This is another issues I have been having with Hawaiian and have switched all my credit cards to Alaska. I only bought this flight because of timing to meet our flight to Spain.
Thanks.
Ane T
Ane T says
Aloha, and thanks once again for this great service!
I cannot get a response from Hawaiian for refund. they are not taking calls. texts say check back, web site only wants reschedule cancellations. Trip is scheduled to leave May 2 – maui to sfo.
and BTW – I also had to cancel Norwegian flight sfo – Barcelona may 4. I did that early april and they refunded me IN 5 DAYS! Any idea what the hold up here is? These are not cheap tickets I bought!
Thanks so much anyone who has advice.
Ane
Maui
Beat of Hawaii says
Hi Ane.
First thanks for well over 100 comments over the past 10 years!! We really appreciate it.
Did you try using their online change service, directions found here: https://www.hawaiianairlines.com/OnlineTicketChanges.
Let us know how it goes.
Aloha. R/J
Marilyn C. says
Aloha I checked the site you referred to for online canceling tickets for May 8 flight but no where does it mention requesting a refund.
It just discusses rescheduling of flight and cancel.
Thank you for any guidance in this matter. Mahalo
Beat of Hawaii says
Hi Marilyn.
Quite a few others have reported to us that the cancel leads to a refund option. If that wasn’t the case for you, unfortunately there may be nothing other than to try to reach someone there. Let us know how it goes.
Aloha.
Catherine says
As our outbound and return flights were booked as one ways HA cancelled our 4/30 SEA-OGG flight via email but not our return flight in mid May so I had to call regarding that flight. Per the customer service rep only a supervisor could authorize cancellation of the May flight which was done with no issues. That being said I asked if I just wanted a travel voucher versus a refund and should the new fare be lower would I retain any balance on the voucher and he told me I would loose the fare difference if lower and pay for any fare increase if higher. Just my experience. I am hopeful to book again for the end of November this year based on what happens with the virus but I am going to wait a couple of months before I book. Stay safe, stay health and for heaven’s sake stay 6′ apart 🙂
Beat of Hawaii says
Hi Catherine.
Thanks.
Aloha.
Rita D. says
The short time that Hawaiian airlines is allowing to use a waiver to rebook a ticket is not enough time. Most people are not ready to travel and may not be able to travel in the times they are allowing. If someone is due a refund, they should pay it.
Kathryne S. says
I would love to reschedule my May trip but the window offered is too small for me since I bought my tickets in December,a year from the purchase date. Although I’ve rebooked my lodging for late September it’s likely I’ll wait till there’s a vac cine, 12-18 months from now. Hopefully as April passes Hawaiian will broaden my options, for I’m happy to not take the money. But, they need to figure this out and make Refunds obviously available on their site instead of being coy.
Gary B says
Thanks for the update! I believe there is a big push by airlines to get us to reschedule thus eliminating any hope of a refund. I’d suggest waiting until the last minute, typically 72 hours, to see if your flight is in deed cancelled. It’s my understanding that they wont offer a refund until the flight is officially by the airline and they notify you.
Beat of Hawaii says
Hi Gary.
We do concur.
Thanks.
Aloha.
P.K. says
I called Hawaiian Air yesterday and got through in less than 15 minutes. I was shocked. I had tickets to go home to Honolulu and take my mother’s ashes to be with my father at Punchbowl. The three grandchildren were coming.
I would have done a reschedule but because it involved the grandchildren, it would be too difficult to find a date that works for all especially with everything that is going on.
But….Hawaiian told me that it will take from one to two months to get my refund. I see that you say they are to give you a prompt refund. Is two months considered prompt?
Thanks,
P.K.
Beat of Hawaii says
Hi PK.
Under these circumstances, perhaps that would be considered prompt. We can’t say.
Aloha.
Randy W. says
I have 2 tickets to Hawaii Maui 5/14 return 5/23 on Alaska Air they keep saying they haven’t canceled them but they say they are canceling 70% of there flights.
Don’t know what to do.
Donna W says
We have rescheduled our condo reservation to May 2021, but Hawaiian Air is offering rescheduling flights only through December 2020. It seems doubtful they will start accepting flight rescheduling before our presently scheduled 5/17/2020 date. It seems our only recourse is to accept only a refund. Please comment on any other action you see as possible.
Beat of Hawaii says
Hi Donna.
It appears you are correct and that refund in your specific circumstances may be only solution.
Aloha.
Tonya says
I have Alaska Air roundtrip tickets for May 3-17 trip; website still shows flights as bookable, but I’m waiting to see if it’s cancelled so I can get credit card refund. I’d prefer a refund to credit *UNLESS* they sweetened the deal as HA indicated for Brian. Let’s hope airlines realize that we passengers would be happier to accept the credit if they provided an incentive to do so.
FWIW, my inter-island flights on Southwest (May 8 and 10) were just cancelled/”substantially changed” two days ago and I applied for the full refund via phone (3.5 minutes on hold).
Beat of Hawaii says
Hi Tonya.
That’s for letting us know what’s going on and thanks too for all your comments over the past nearly ten years!
Aloha..