Three scored at the top, two were in the middle, and one was the absolute worst. How call centers ranked for airlines flying to Hawaii.
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25 thoughts on “Travelling To Hawaii? How Airline Call Centers Compare”
Three scored at the top, two were in the middle, and one was the absolute worst. How call centers ranked for airlines flying to Hawaii.
Alaska is hit or miss. I have gotten recordings that the call center is closed (weekend) and also prompt response and great service. Their live service is actually very good.
Ironically, I am waiting on a call back which said about 10 minutes, but now going on 40.
I completely agree with this article, nice work. I know making phone calls to a phone center is not the most pleasant of work. With SW, they had originally charged me way too many points for a trip I booked in June. At a later date the points went down
considerably and that prompted me to make a phone call. My issue was resolved quickly and I got a bonus of very early boarding and more points than I started with. All done with an interesting accent. Those foreign centers are completely worthless.
Given the level of Service that is delivered in Transit from Mainland to Hawaii, it is a shame that the Brand compromises it’s reputation and ‘Aloha’, in the ‘After-Sales’ arena, especially given all the exceptions that have presented themselves during the Pandemic. That said, with all the talk of working at home, $ aside, would not the Airline believe improving their Customer Service would be an asset? It’s bad enough, when there is a language barrier, and distance and Equipment can exascerbate the experience, which is really all about maximizing the experience on $ spent and Value delivered. There is no excuse for Hawaiian to place Customers in the position of negotiating, what is their right of carriage. ‘KISS’ , best solution!
Asset indeed. There’s a Yale business school model that said, companies that provide poor customer service eventually go out of business.
I hate when I need to call Hawaiian for travel help. Slow
Southwest continues to satisfy their customers. Add the best rates (usually) and 2 free checked bags, it’s easy to see why they succeed. The occasion flight crew is a bonus. That being said, I’m flying Hawaiian in a couple of weeks. My last experience with them was unpleasant. Stay posted.
Hi Sherri.
Thanks for so many comments, and your feedback on airline customer service. We look forward to hearing how your travels go.
Aloha.
Thank you for this undertaking. I knew about HA but am saddened to hear that about UA.
As all the airlines say, “you have many choices for air travel,” well yes I do & I’ll make sure I’ll give my business to airlines that have US based employees!
I tried flying HA but had to switch to AS or SWA because of the way their call center operates.
I changed my flight from SEA to HNL to an earlier date but left my partner’s flight intact. The agent was confused at first but eventually got it done.
After my partner passed away, I contacted HA to inquire how or if I can get a refund or credit of her fare. Their Community Dept was helpful and after I submitted the necessary documents, they were ready to refund me the amount I paid.
That’s when I found out the agent had used a different credit card number to switch the flights. I notified them I did not own such card. After further research, they correctly credit the right card.
It left a bad impression for me. Not sure will fly with them.
The worst thing about Hawaiian Airlines… is their call center… it’s a nightmare and keeps me from booking them
Because if I ever need to call… it’s a lesson in patience and self control
I’ve flown Hawaiian first class one time and was originally scheduled to go out just as COVID descended upon the world.
They were helpful and courteous as we made multiple changes to our itinerary over the next 18 months or so. It was a bit hard to understand 2 of the 3 agents I interacted with. The agents were knowledgeable and helpful, but I spent twice the time to get our flights changed. My feeling is that this will make their brand suffer over time. We chose Alaska for our next San Diego to Kahului flights because our extended families are going and don’t want the same planes. The departure times were similar in morning options Hawaiian lands an hour earlier (but late at night) for return flights. We’ll stick with Alaska.
I too am frustrated with the Hawaiian overseas call center. I had to “ guide” the representative in enquiring about my credit. I still don’t feel the info was correct and just found myself giving up because it was difficult. Those experiences along with the horrible app makes me not want to deal with them. It’s a shame as I do want to support American business , especially bthe smaller ones
The person I spoke with about 2 separate reservation issues actually lied about one and was unhelpful with the other. Their customer service is almost non-existent anymore.