After booking round trip flights for four people on Hawaiian Airlines (HA), HA cancelled the outgoing flight four days prior to the flight leaving. Since they had no similar flights available, I asked for a refund and was promised one. The agent who promised the refund issued me a refund on the tax only, approximately $45. She told me the balance, the actual ticket prices of approximately $1,400, would be refunded within 7-10 business days. It has been one month, and still no refund and I can not get HA to explain to me why even though I have called, emailed, chatted, and used their online complaint process. This is the worse customer service I have ever received and HA is in violation of Department of Transportation guidelines. The US Department of Transportation mandates that airlines must provide a refund for unused transportation, including non-refundable tickets, if the flight is cancelled or if there is a significant schedule change. They have seven business days to make a refund when a credit card was used, and I used a credit card. I strongly recommend using any other carrier when flying to Hawaii unless you want to lose your money.

DO NOT BOOK A HOTEL THROUGH HAWAIIANAIRLINES.COM I booked a hotel after booking my economy (main cabin) fare, and selected my seat. After adding my hotel, they booted me out of the main cabin into main cabin basic. Despite no warning on the website, my booking was now under the control of a completely different company. Despite talking to three representatives and one supervisor (Ada), they were rigidly unable to help me. I could not even pay to upgrade my seat. I was stuck with no help from any service personnel at Hawaiian Airlines. And I am a Pu'alani Platinum fyler! Immagine how they treat their other customers! I will slowly migrate my spouse and I back to Delta Airlines where we always received top customer service. #fakealoha

I would recommend flying with Hawaiian Airlines because of the Aloha they have with not only with the passengers, but with their employees which includes : Flight Attendants, Ramp Personnel, Airport Lobby Agents, Boarding Agents (Jet Bridge Personnel.) When I Chose the Window Seat in the EXIT ROW, the Flight Attendants before every flight that they always let us passengers if there was an emergency to see if we can assist the Flight Attendants to evacuate the aircraft and to locate the LIFE JACKETS. The Flight Crew are the best in the business because the Pilots and Flight Attendants of Hawaiian Airlines always greets with the Aloha Spirit of the Hawaiian Islands.

I'd say this is the biggest and the only scamming airline that I've ever encountered. During coronavirus crisis, every airline is helping their customers with rebooking. Only Hawaiian airlines just ran away and disabled all their telephone numbers so no one, not even agents could get through.

I took a trip to Hawaii for the first time ever for my honeymoon with my husband. Somehwere I had planned to go since I was a child. The island is beautiful and the people are lovely. Unfortunately the staff and customer service wasn't. We were left hungry both on the way and back as they couldn't provide a vegetarian meal even though I had checked double times both ways. no effort was made to provide substitute food and the staff has very little concern. The 9 hour flight was a struggle and we will not be flying with them again. After complaining we received 100 credit with the airline. Not sure how this helps me?

I flew Hawaiian from Honolulu to San Francisco. It was a good experience overall; pleasant cabin crew, good entertainment choices, acceptable food. I would definitely choose them again.

Lousy communication and foreseeing needs. Ten hour delay arriving home at 5 AM. Not acceptable. We were a party of 9 and will never fly this airline again. Many of the people on the plane said the same thing. One passenger said it was his 3rd flight on Hawaiian in a year and all of them were majorly late. I received information on travel credit and I tried 3 of the boarding passes. I got the error sign each time. I finally ripped up all the information since I don't plan on ever flying this airline again. I have shared this information with dozens of people already to make sure they never make the mistake of booking with Hawaiian.

Bad attitude issues with employee of Big Island, Kona airport of Hawaii. Out of 2 weeks Hawaii vacation with 2 family this was to worst experience. Very humiliated, discriminated, have not felt like this even in other 3rd world country or Europe..Just because one carry on bag out of 8 for 8 passenger had 5 lb more which we were ready to pay for. Whole family was pushed aside and threaten to miss that flight to Kona. When you travel you don't carry weighing scale with you..if you need to charge extra that's fine, a person who is flying this long with 8 person obviously not going to argue over $35 ...you don't treat like we are not wanted on your island....

Flew economy out of Brisbane 1 and 1/2 late but other wise quite a good flight, food is reasonable entertainment is ok! leg room was ok and the service was good and got exactly same on the return flight except for the delay! I would fly Hawaiian again.

We flew HNL to Syd last week, we chose Extra Comfort which is the Hawaiian equivalent to premium economy, first up, priority security screening was not made available to us, although their web site says it is included in the price, priority boarding was not enforced either, so the extra money paid for that was useless and there was no welcome drink which I thought would be a nice touch even if it was water. Food was average and on a par with Jetstar and the flight attendants were good without being overly friendly. The aircraft was clean and the seat quite comfortable, we chose seats 11A & B so that was worth the extra money alone. Having flown a lot of airlines over the years Hawaiian are not the worst nor are they the best, they are not a low cost carrier so I believe there is room for improvement in their product offering, but with a full aircraft I doubt they see the need to change. Would I fly them again yes, although to be honest Jetstar is comparable and a lot cheaper for essentially the same service.