Hawaiian Airlines promised earlier this year to welcome surfboards, bicycles, and skis as standard checked baggage. For many travelers, that sounded like overdue relief from years of high fees and restrictions. But recent incidents that have spread quickly online show the pledge is falling apart at check-in, leaving passengers frustrated and questioning the airline’s credibility.
What Hawaiian said in January.
In January, Hawaiian Airlines announced new baggage rules that would treat surfboards, kiteboards, snowboards, and bicycles as standard checked luggage. It was promoted as a major step forward, especially for Hawaii-bound surfers and athletes who have long faced steep baggage fees. The company’s marketing at the time painted it as part of Hawaiian’s identity, recognizing the islands’ deep connection to sports like surfing. We covered that pivot in How Hawaiian Airlines Went From Surfboard Villain To Sports Travel Hero.
Did you feel Hawaiian Airlines’ new policy made traveling with sports gear easier? Or did you run into issues?
Update from Hawaiian Airlines:
“At Hawaiian and Alaska Airlines, we understand how important it is for our guests to have peace of mind when traveling with surfboards. We accept surfboards, including longboards, in a checked bag measuring up to 9 feet and 7 inches in length – from tail to nose. This is meant to ensure we can safely accommodate the vast majority of surfboards and handle them with care through various airports and aircraft types. We serve many of the world’s top surf destinations, from Hawai’i to California, Australia and Tahiti; we support ocean safety programs and environmental stewardship, and back surfing as both a sport and a special part of Hawaii’s culture through prestigious competitions and community events; and we know that our surfboard policy matters deeply to our guests as well as our employees – many of whom live on the islands and along the West Coast.
We continue to listen to community feedback to best serve our traveling surfers: today we allow multiple surfboards per bag, up to 50 pounds; treat surfboards as standard checked baggage – no special item fees – and offer bag allowances anywhere we fly for guests booking with our branded credit cards; and we provide one free checked bag – inclusive of surfboards – for Hawai’i residents traveling interisland through our Huaka’i by Hawaiian program.
We will keep listening and improving to make sure traveling surfers feel welcomed onboard our Hawaiian and Alaska flights through every step of their journey, while supporting surfing as a culture and sport along the beautiful coastal communities across our network.” (Alex Da Silva, Regional Communications Director-Hawaii).
What travelers are reporting now.
The most visible case occurred when Joel Tudor, a longboard world champion and outspoken figure in the surf community, stated that he had paid to check his boards, only to be refused at the Hawaiian counter, denied a refund, and left stranded. His post spread quickly on social media and reignited frustration with Hawaiian’s surfboard policy. It also echoed a nearly identical dispute with big-wave rider Billy Kemper in 2023, which ultimately forced Hawaiian to promise change.
At the center of these disputes is Hawaiian’s written policy, which allows boards up to 115 linear inches and 50 pounds, with anything larger rejected even if the fee has already been collected. That same rule is catching everyday travelers.
One of our BOH readers told us he believed his surfboard met the requirements, but it was also refused. Others describe inconsistent enforcement, which varies depending on the airport, the station agent, or even the day.
Have you ever been caught off guard by airline baggage rules? How did you handle it?
The fine print strikes again.
The catch lies in the details. Hawaiian’s sports gear promise applies only within strict size and weight limits. Anything longer than 115 linear inches or heavier than 50 pounds can be refused at the counter, even if the fee has already been paid. Those limits mean that many larger items, from long surfboards to bulky bicycles, fall outside the scope of the pledge.
For travelers, that turns a sports-friendly promise into a gamble. A surfboard or bike is often the very reason for the trip, and being told “no” at check-in is more than an inconvenience. It feels like a breach of trust, especially when the airline promoted itself as turning a corner.
What travelers need to know now.
If you are flying with sports gear, check Hawaiian’s baggage policy carefully before you go and consider calling ahead to confirm your equipment will be accepted. Bring a printed copy of the policy to the airport so you have it in hand if questions come up at check-in.
For items that may exceed the 115-inch or 50-pound limits, shipping in advance may be safer than gambling at the counter. And if you do run into problems, document your experience and share it directly with the airline’s customer service team.
Bigger implications for Hawaiian and Alaska.
This dispute is not only about surfboards. It is about whether travelers can rely on airlines to honor the commitments they promote. Hawaiian invested heavily in marketing its new sports gear policy as part of its identity, only to now face questions about credibility. For an airline that depends on loyalty, the risk is real.
With Alaska Airlines’ purchase of Hawaiian moving forward, the issue becomes larger still. How the two carriers align policies and deliver on promises will shape whether flyers see the merger as an improvement or another source of frustration. Sports travelers, along with everyday passengers, will be watching closely to see if the combined airline restores trust or continues leaving people stranded.
Where do you stand?
For surfers, cyclists, and athletes, the promise of hassle-free sports gear travel looked like a game-changer. However, when that promise breaks down at the counter, it undermines the image of reliability that Hawaiian has worked hard to promote.
What about you? Have you faced challenges checking sports gear with Hawaiian or Alaska Airlines? Share your story below. Your experiences could help other travelers prepare — and show whether the airlines are living up to what they promised.
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From what I remember the length and the weight was not just the board by itself.It was completely in the travel case.As well, I have friends that used to stuff clothing into their surfboard bags to protect the board, and the bag would end up being seventy five pounds or more.With the board being ten foot or nine foot already, it’s breaking the rules.By having a bag that protects it and is longer than a hundred and fifteen inches
No surprise. The agents in Maui seem to be woefully ignorant of their own policies regarding baggage. I always print out the policy from their website to show them when they inevitably can’t figure it out themselves. Then of course they have to go find a manager to talk about it some more. Weirdly, don’t have those trots of problems much at mainland airports.
HA has always charged me for surfboard check in. Then I started flying Southwest which allowed free surfboard check-in. HA has always changed their policy or said read the fine print. HA lost it customer service once the main airlines started charging for baggage. When Aloha closed it doors HA be. And the airline app on the phone and computer suck and just got worse.
When I book with AS now but fly HA I don’t get charged for extra comfort seats because of my Platinum status. With HA they still charge for extra comfort seats.
Not sure if it will get better now that it is under AS.
I apologize for me colorful words but HA needs to go or fire all the worthless management and bring in real working people who care about customer service.
I was also denied free baggage at the gate by Hawaiian. The program is known as Huaka’i by Hawaiian. The gate agent refused to acknowledge that interisland flights have one free luggage for each passenger.
Hawaiian Airlines needs to begin an education program for its gate agents.
Sometimes it depends also on the aircraft. Baggage loaded on a 737 is loaded in the open belly of the aircraft. Larger aircraft (majority) luggage is loaded into compartmental containers. Thus, if it it does not fit the container it’s an automatic no-go. Don’t blame the agent they have to follow rules of the aircraft too. Always best to check the type of aircraft you are flying.
All wide body aircraft That have containerized cargo also have a bulk cargo compartment more than big enough to carry bicycles and surfboards.
Bulk space is not as spacious as you think. As a former ramp agent I’ve worked on 737’s, 747’s, 757’s, 767’s, 777’s, DC-10’s L-1011’s and DC -8’s. Any item over 188 cm is already pushing the limits of the aircraft. Also live animals are also placed in this area further limiting space.
I don’t believe it’s the customer’s job to find out which type of aircraft will be used for their flight, especially when the customer has no control of which plane is being used. Bad on Hawaiian!
I have flown Hawaiian airlines weekly for years. I’ve learned that there are different games you have to learn how to play with them for things to run smoothly. The surfboard game consists of handling the board so it looks way lighter and shorter than it actually is. This might take some warmups and stretching, but it is essential to make sure that the person at the desk doesn’t feel like they have to work anymore than they have to. Also, while waiting in line and approaching the the desk you must stand towards the nose of the board , giving the illusion of the board being shorter than it actually is. There’s definitely psychology and a sleight of hand involved with a successful board transfer, but if done correctly a smooth transaction with no additional fees will happen.
Hawaiian Airlines experience is getting annoying because it’s inconsistent. It’s not just the boards, or carry on – it’s even who boards first. If I pay for 1st class, I expect to board first, as that’s part of what I’m paying for. So some agents will allow those that need/time assistance (totally fine with that) then let 1st class board – with a small pause to get settled/bags up, etc, Then let everyone else board. Oh – and why do sometimes I get a pre-flight drink and other times I don’t? Why do some attendant’s stay on top of refills and others sit in the vestibule and chat all flight? Annoying when I’m carrying the profit margin.
They have got to fit! Cargo ‘pits’ are only so big. Im sure they want to carry that 10 foot log, but you can only put so much in there. Im guessing a 115 inch board in a bag measures longer. Alaska has a good policy.
Traveled to Tahiti with my boards once on HA, they trashed them so bad it cost me hundreds to have them repaired! Never again!
The problem is the lack of consistency. Sometimes you can check a bag that is a little over their “linear inches” requirement but sometimes they say no. It 100% depends on the agent at the check-in desk. Personally while traveling with boards I’ve paid anything from no baggage fee to huge fees on the same airline. It completely depends on the gate agent and their mood.
I just wonder if this is a change in policy or just one agent making a bad decision?
Inter- Island travel is by smaller aircraft with limited cargo hold. The vast percentage of island travelers use carry-on, but those connecting to mainland and international flights often check luggage. Let’s say half the aircraft is checking one or two pieces of luggage, may simply not be room for a longboards or bicycles already booked and paid for..
There is a significant amount of medical travelers to Oahu with personal wheelchair and mobility devices. A 737 sircraft accommodates way more cargo than the current fleet Hawaiian normally runs.
Possibly another option would be Aloha Air that flies a lot of their cargo at night. Maybe a system could be partnered with the cargo airline?
It seems that if you believe that your luggage item (board, bike, whatever) might be refused… don’t pay for it ahead of time, wait until they accept it at the ticket counter.
Keep in mind that this customer has flown Hawaiian Many Times and taken his boards from California to Hawaii. I think there was just an agent who was not into the aloha that day and stretched the cover to make it over 115″.
So what is the issue? Were they trying to bring board(s) longer than 115″? A typical “long board” is right around trhat mark.
If Hawaiian is backtracking then shmae on them, if Joel and the boys are try to take boards that exceed the stated dimensions, shame on them.
Apparently the board cover exceeded the length limitation.
Well balanced article. It’s entirely possible that Joel was less than courteous, however that shouldn’t matter. The agent should have risen to the occasion and got the matter settled with Aloha. Sadly, it appears Alaska hasn’t had a lot of Aloha for the HA agents in the merger. Big mistake, this is a great example of the consequences of that. It’s also a great opportunity for the new CEO to commit to just how important the Hawaiian part of their operation is now and handle this personally…..or continue to see their Hawaiian soul erode.