If you ever fly with Hawaiian Airlines and experience any problems, make sure to record what the flight attendants say or get written confirmation. Their promises are just lies meant to calm you down, and once the flight is over, you’ll be left without any proper compensation. Don’t trust what they say, or you could end up in a situation like ours, where we feel deceived and treated unfairly. My family and I had a terrible experience on Flight HA459 from Honolulu to Seoul in October 2024. We paid $1800 per person for a one-way business class ticket, but my mother’s seat was broken—it was stuck in a partially reclined position and couldn’t be adjusted upright. She couldn’t sit properly for the entire 10-hour flight, and since the seat couldn’t fully recline either, she couldn’t lie down to rest. Imagine trying to sit in a plane for 10 hours, with the seat constantly shaking from turbulence, and no back support. My mother had to rely entirely on her core strength just to stay upright. It was physically exhausting and incredibly uncomfortable, leaving her with back pain after the flight. The flight attendants tried to fix the seat, but nothing worked. To make matters worse, a Korean-speaking flight attendant assured us we would be refunded for the broken seat, but after the flight, Hawaiian Airlines refused to offer any cash compensation. Instead, they gave us a useless travel voucher that expires in a year, despite us not having any travel plans within that time. It feels like the flight attendant deliberately lied to us just to avoid further complaints during the flight. This left us feeling deceived and extremely frustrated, adding insult to injury after such a terrible experience. Even worse, despite me being the one who suffered, they acted as if they were doing me a favor by throwing a voucher my way, which made the whole situation even more infuriating. Given the poor service, broken seat, and deceptive promises, I strongly advise against choosing Hawaiian Airlines, especially in business class. You’re paying for premium, but they’ll leave you with only frustration.

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.