Important information for future flights to Hawaii starts with Hawaiian Airlines lawsuit.
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246 thoughts on “Hawaiian Airlines Lawsuit + Fast-Paced Changes | What You Need to Know”
Important information for future flights to Hawaii starts with Hawaiian Airlines lawsuit.
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We canceled with Hawaiian for upcoming trip May 2 from LA to Maui. We were refunded within a few weeks. This was before they offered the 2 yr incentive. Our credit card was paid with no issues
Refunds + missing refunds – 1st flight was cancelled so I called on 4/25 after receiving email. No problem refunding both tickets and (supposedly) extra comfort seating. Agent was very nice and even gave me the total amount for all transactions ($500+). Today 4/28, I only see credits for the flight tickets – no seat refunds – so far.
Has anyone experienced longer delays for the seat refunds?
I’ll have to wait and see if the seat refunds show up in another couple of days. Agent had said it could take 3-10 working days for Hawaiian Air to issue – and then up to 2-3 billing cycles for credit card.
So, I’m part way through the refund process.
Hi kathie….my flight was cancelled in late March. My refund was received after 9 days and the upgrade received 18 days later. I was awaiting HA email confirmation of refund processing as they indicated that but I get that this has created so many unprecedented events. HA should come through. Hang in there!
Hello BOH. Thanks for always keeping us on top of what’s going on with the airlines. Is the above change summary only for flights to Hawaii or for any domestic flights? Thanks.
Hi Pam.
Thanks. All domestic flights.
Aloha.
My return trip from Lihue to Phoenix in March was canceled by Hawaiian. I re-booked with another airline to avoid a layover in Honolulu. My 80 year old parents were flying with me, and I didn’t want to take the chance of them catching anything in the airport. Upon my return home, I did as they requested and got online to request a full refund of my return flight for the 4 tickets I’d purchased. I was given a confirmation number recording that I’d made the request. Their site said to give it a few weeks for the refund. I waited the 3 weeks and then called. After waiting on eternal hold for over 2.5 hours I spoke with a friendly lady that told me I’d been issued credits. I politely advised her I didn’t want the credits, I preferred a refund and also wanted the seat upgrades that I’d paid for refunded also. She put me on hold multiple times and then gave me confirmation numbers and told me it would all be refunded. Two weeks later…no refund but I received an email saying I had credits for future flights. Now I’m forced to be “not so nice” and will have to spend another afternoon on hold to try and reach a warm body. This is NOT the kind of service that I expected from Hawaiian, especially after being a longtime miles member.
I think we need to work with the airlines a bit more, put yourself in their shoes. no money coming in and a ton of money going out. If we can work in harmony with them and all industries around us we will get through this easier and get back to our precious Hawaiian vacations sooner, Rather than crippling the airline industry for something that is not their fault. I think this is especially important for those of us who can afford Hawaiian vacations.
Aloha,
We have a vacation to Maui and Oahu starting May 29th to June 10th. When your post mentioned all non- essential HA flights are canceled thru first week of June, I checked flight schedule and sure enough flight was not there. But when I called HA, they told me flight is still on their schedule. Then less than a week later, flight was back on their schedule. Today, flight is not on schedule but not canceled. Confirmation number still shows flight is on. It’s very frustrating. My hotel in Maui canceled reservation since they’re closed till end of May. Any advice on what to do is appreciated.
Mahalo and stay safe.
Hi Erwin.
Yes, not sure what to make of the flights coming and going from the schedule. That is indeed frustrating. Perhaps try contacting them through direct messaging on Twitter or Facebook and see if that works. Others have reported good results. Please let us know.
Aloha.
I just had my flights rescheduled seven times so I cancelled my flights and received full refund plus extra leg fee. My hotel was cancelled also. Received credit to my card in
Less than a week. Will book with Hawaiian when we can fly. Mahalo
Hi Roberta.
Thanks for your comment and letting us know how that worked out.
Aloha.
Our flights to Maui April 21st were canceled. One of our tickets was rolled forward from a previous unused ticket which we had sctearvtonuse. They are refusing to refund the ticket.
I had to fight to get a refund from United, including filing a DOT complaint. They FINALLY agreed to a refund, although I’ve yet to see it in my credit card statement.
Hawaiian, on the other hand, contacted me proactively when my March 15th flight was cancelled asking me what I wanted to do. I opted for the refund, given these uncertain times. Today, an email finally arrived saying that they were doing the refund, that they were sorry for the delay and were simply swamped. I get it and I’m not upset. Out of everyone that I know who flies who was in this predicament, Hawaiian seemed the best at trying to get ahead of the problem and be a bit more customer-centric. Hopefully, this lawsuit is the result of Hawaiian being swamped, nothing more.
Hello, everyone!
I booked a fight for me and my 2 kids through Hawaiian Airlines on March 10th. We are departing LAX on July 31st, and returning Aug. 7th. Can you please give me some insight on what I should do? Should I cancel? Or wait it out?
Thank you your time and thank you in advance! ❤️
Hi Christi.
That’s a personal decision but we will know more about what is happening here in Hawaii in May. Suggest waiting until then to decide if you can.
Aloha.
Sounds good! Thank you! Aloha!
Unless they can show they have complete medical data and vaccination records for everyone on the plane…they will NEVER get me back on one. Vacationing in the good ole US (48 states) is gonna be real big for the next few years I suspect. All those far off vacation spots better plan on 25% or less customers than their used to for at least two years…likely longer. No one will ever fly for work again at my company…except for field service, as we’ve proved we can do everything necessary (even troubleshoot a customer’s issues) by video. All of the airlines will be contracting considerably in the future…some will need to merge to survive.
I’d like to point out that my cancelled flight with Southwest for mid-June had the voucher extended until September 2022. This was originally supposed to expire December 2020. I was shocked to see my travel funds extended so far, but glad to see Southwest taking care of their customers.
Southwest cancelled my flight and credited my credit card since I didn’t have any other travel plans….If I had cancelled the flight I would have been issued credit on the ticket for extension…but since they cancelled, I got a full refund.
My flight was canceled on 3/27/20 booked on 11/11/19 H.A. sent a email asking if we wanted a waiver or refund. We opted for the refund for over 5k. Today 4/28/20 after not receiving money back yet I called the 800# and got right through 7AM Seattle time.After about 15 min of back and forth they finely agreed to the refund. The VERY NICE employee said they would only refund 4k
because I bought extra miles for $1200 that expire soon.I reminded her that all money is supposed to be refunded per DOT.She would not budge on that.Im not very happy. We will see if my Visa is refunded in the 7 business days and my points back in 4 weeks. I hope this helps someone else.
You can file a complaint with the DOT over this. It might do some good.
Hi Brian.
I dont know if you can help, but thank you for any support you might provide. We have a one way mileage ticket with Hawaiian retuning to SF, as I booked a direct with United to lihue. Hawaiian says they have to charge me $150 to return the mileage back to my Hawaiian mileage account for our trip this summer, June 5 return date. United is offering credit for a future trip.
Any suggestions would be greatly appreciated. Mahalo,
Nancy and Bill
Hi Nancy.
Not sure who the Brian is that you referred to. Second, if you are asking about obtaining a refund as a result of a cancellation, you will have to wait until flights are formally cancelled, which is likely not yet the case for a June flight.
Aloha.
I received an email from Hawaiian stating that they had to modify my May 7th flight from Lihue to Los Angeles, they were now routing me through Honolulu. I called and pointedly asked if flight 64 (my original non stop from LIH – LAX) had been cancelled; the reservation agent replied “yes” and at that point I requested a refund. I was then told that if they were able to switch and accommodate me within 6 hours of my original flight time that they did not have to refund my ticket. I asked for a supervisor and was put on hold. After a short hold I was told that the supervisors were all tied up on other calls (go figure) and that they would issue me a refund this one time. I also had to ask for a refund for a seat upgrade ($80) that I had purchased separately, so be aware of that. All in all the representative was very polite, but be aware that Hawaiian Air is trying to get around flight cancellations by switching your flight instead of outright cancelling it. And hang in there and demand your refund if they do cancel your flight. Your blog is awesome and helped guide me through this process, so I thought I would share my experience. Mahalo!
Hi Doug.
Your comment is very helpful. Thanks for that and the very nice words.
Aloha.
Hawaiian Air is not flying May10/2020 & tells me I can only cancel that trip and I can’t get a refund. They say I have to rebook by Dec. Can you tell me how my husband and I can get our $1800+ money refunded? Thank you.
Hi Linda.
First suggest you try contacting them again. That’s what others have reported in the comments that has worked. May take multiple attempts. If nothing works then your credit card company.
Aloha.
I am pleased to say that i did receive a full refund today, April 13th, just four days after I made the request! Hawaiian Airlines appears to be attentive to their customers and I really appreciate it. Thanks again to Beat of Hawaii for you VERY helpful and informative site.
Hi Jerry.
Thanks for the nice words, and for letting us know it all worked out. We’re very happy to hear that.
Aloha.
I requested a refund on my canceled Hawaiian Air flight and was told it would be two months before I received the refund. Is this correct, or did I get a bad information? Seems a bit excessive. Thanks for all the valuable info you provide, it’s very helpful!
Hi Jerry.
Thank you. Yes that seems like a very long time. If you read the other comments, some have reported a long period and others have said they get a refund quickly. If you aren’t satisfied, suggest asking again, and if it still does not work out, contacting your credit card company or the DOT.
Aloha.
BOH – Do you foresee May 9-16 flights getting canceled?
Hello, Hope you are all well.
We booked flights from the UK to Las Vegas then Hawaii. The flights from London to Las Vegas and Las Vegas Flights to Hawaii were cancelled. I requested a refund from British Airways, and they promptly refunded. I asked Hawaiian airlines and was sent a voucher code instead, even though I explicitly stated I did not want a voucher, but a refund or cancellation (so I could claim travel insurance). This leaves me in limbo as I can’t use the voucher or claim insurance. I read with interest your article on flight cancellations, do you know of a mechanism I can use to get in touch with Hawaiian to get a refund? It is almost impossible to get through on the phone from the UK as they seem to be busy all the time, which is probably expected at this time, and the call times out after a period. One of the other visitors to your site facebook, but I don’t know how I’d do that, any ideas?
Many Thanks
Robert (who hopes to get to Hawaii when this is all over!!)
Hi Robert.
Based on what others have said, the best way to reach them at this time may be via Facebook Messenger or Twitter.
Let us know how it goes.
ALoha.
I messaged Hawaiian via Facebook (at their request, after I had posted my question publicly on their Facebook page) and expressed my desire for a full refund (including the purchase of Extra Comfort seats and a redeposit of air miles) for our May 14 flight. I noted that although they had publicly announced all of my flights were cancelled, they were still scheduled and we had not received a cancellation notice. I indicated that I was aware that I could cancel now and receive a fare credit, but told them that a fare credit would not work for me at this time. I said I was more than happy to wait until they cancelled to request a refund, but that I preferred a refund now. They responded in under 24 hours and indicated that although my trip did not currently have a refund option, that they were going to refund anyway. Everything – miles, regular fare and Extra Comfort premiums. I’m feeling much better about Hawaiian now! Thanks.
Hi Dennis.
Thanks for that and all your other comments too!
Aloha.
My flight is 5/19 and they told me if it is cancelled, and it’s not yet, that I have to rebook and complete travel by 2/16/21 (when I originally booked) otherwise I forfeit my refund. Those are their restrictions so far. That’s bs. I should get a year from the trip date I think.
all of this is very confusing. We want to take advantage of any discounts and plan to come anyway so we wont be asking for a refund unless we cannot get special rates. Love you all be safe over there!
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.
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.
Hi Cathy.
It is our understanding that HawaiianMiles award redeposit fees will be waived. Let us know how it goes.
Aloha.
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
Hi Erin.
Thanks for this and all of your other comments! It is very helpful for others int he same situation.
Aloha.
You’re welcome, happy to provide feedback on such a helpful site. Mahalo, Erin
When was your trip scheduled for Erin? Ours is end of June.
Joleen
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.
Hi Arlene, I filled out the form on 3/30 and a representative from the DOT emailed me back on 3/31. They said they would pass along my concerns to Hawaiian Airlines as they are required to. A resolution coordinator at Hawaiian Airlines messaged me that same day, 3/31 and said they sent refunds to my card. I’m still waiting to see the deposits but I understand it can take a whole billing cycle. I hope this helps. Mahalo, Erin
Hi Erin.
Thanks again for sharing the details. That will be of help for others.
Aloha.
Hi Erin,
Thank you for your response I really appreciate it. I hope you and your family stay safe during these times.
Sincerely,
Arlene
I have/had a flight leaving May 5th. Should I just go ahead and fill out the DOT form. I hear it can be difficult to get Hawaiian on the phone and I get the feeling they will not be helpful in getting me a refund. Did you contact them first or just go with DOT?
I would go ahead and fill out the DOT form. I was on hold with Hawaiian Air for nearly 4 hours and still did not get a refund!!
Thank you Erin & Beat of Hawaii! This website has given me more clarity than the all the others for the past 3 weeks. My family and I were supposed to be flying out to Hawaii tomorrow, 4/8/20. When I got news that all flights from the mainland were being cancelled except for 1 flight a day from LAX, I called Hawaiian to try to get a refund and was refused, she asked if I wanted to cancel my flight, I said “Well, I have no choice right?” She did not respond. They are trained to not issue refunds or make any comments, to make it as if it’s their fault. I never got an email though for my canceled flight, so I disputed it through my credit card co. Should I still fill the form from US Dot? Please help, I lost my job and could use the $1800 To pay my bills. Thank you so much, all of your comments have been so helpful!
Hi Carrie.
Thank you. If the credit card company is able to handle it, you may not even need to go through DOT. But if there is any problem, at least you know how to pursue a DOT complaint. It is entirely up to you.
Aloha.
Hi Erin M. When was your flights supposed to happen and where were you flying from? We have flights scheduled from May 9-16 and flying out of Sacramento. I argued on the phone with them for an hour yesterday and no luck 🙁 I did submit a claim to DOT and Hawaiian Airlines consumer affairs. Waiting to hear back.
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! 😊
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.
Sure will! Will look into the DOT form and see what happens. Thank you!
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.
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.
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 ?
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.
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
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.
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).
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.
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
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
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
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
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.
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 🙂
Hi Catherine.
Thanks.
Aloha.
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.
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.
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.
Hi Gary.
We do concur.
Thanks.
Aloha.
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.
Hi PK.
Under these circumstances, perhaps that would be considered prompt. We can’t say.
Aloha.
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.
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.
Hi Donna.
It appears you are correct and that refund in your specific circumstances may be only solution.
Aloha.
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).
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..
[Blushing]….’didn’t know you’d noticed! I’m a writer and I appreciate the quality of writing/tone and info you share–consistent is hard to do on a long-term basis–kudos all around!
‘Hope you get back to the mainland on schedule later this year. What a time….
Hi Tonya.
Of course we noticed. And thank you.
Aloha.