Hawaiian Airlines
View company profile →
-5⭐️
I booked two nonstop flights out of Vegas to OGG. Hawaiian does not fly to NY so we booked with southwest out of Buffalo (also a non stop to avoid any issues). Being that I still have some residual effects from my last surgery and my husband has long lasting issues due to a motorcycle accident we had to break up the flights with an overnight in Vegas as neither one of us can physically handle 17+ hrs on planes and through airports. Also gave us time if in the event a flight was delayed or cancelled we would still be able to make our flight. Unfortunately southwest did cancel our flight out of Buffalo. And after spending $1200 more to try and make our flight in Vegas with Hawaiian Airlines a delay with delta prevented that from happening. So when I was certain we would not make that flight I called Hawaiian to let them know we wouldn’t make our flight and that I was releasing the tickets so they were available to someone in the event they had an emergency or to just resell to other customers. The rep I spoke with was incredibly rude and unhelpful. Her only response was “I can not make changes to your reservation” and she must have mentioned 3 times in our brief 3min call that the southwest cancellation was not their problem. Which I’m totally aware of I was just informing her as to why we were unable to make our flight. I also know my tix were not refundable, I was not asking for a refund I simply called to release the tickets however I did ask if she could possibly give us a waver on one check bag but after mere seconds into the conversation I already knew she was not going to be helpful whatsoever. Anyway after she repeatedly stated she “can not make changes to our reservation” I said fine just leave it as is then I guess but I told her we are still flying into OGG the following day and will need our return flights home. Again she said “I can not make changes to your reservation”. My response that’s fine I don’t wish to change anything just making sure our return flights are intact. I had plenty of time to let the hotel/car rental place know we would be arriving late and after the conversation with the Hawaiian Airlines rep the night before I figured I better touch base with them again just to be sure everything was on the up and up with our return flight. So I opened up a chat with Hawaiian Airlines, it took forever to get an actual human. The first time I gave up because it said connecting you with an agent and nobody ever responded. I during two layovers I attempted several times to call the 1800 line and got busy signals, what sounded like a fax line, completely bizarre. Double and triple checked the number and I was called the correct one. Even though tapped it directly on the webpage. So attempted the chats again and the one individual I chatted with told me my return flights were no longer valid (even tho when I went on the website it said that they were) but I just wanted to be sure being we were 1/3 of the way around the world from home. At this time I was just exhausted and our last leg of the flight had no Wi-Fi so I was unable to continue communication with Hawaiian. The following morning I called and got the same busy signals. So I opened another chat. This time the rep said my return flights were good. But because the first rep had told me that they were no longer valid I still wanted to speak to an actual human. So I attempted to call over and over the next few days with no success. We then decided to go to the airport (over an hour one way from our accommodations) to verify our return flights were valid. I get to the counter and the gentleman spent over a half hour typing away, he went and got a lady, she too was looking at our itinerary (on their computer, I could not see what they were looking at to see why it took so long to verify these flights. 45 min after I got to the counter a completely different person comes up and says “they are fine” I tried to explain the issues I had and offered to show the screenshots of the correspondence with Hawaiian via chat and he was not interested whatsoever. His name was Thomsdun. I asked him to give me something to ease my mind that these were valid flights, a printout with his signature and his name if something were to go wrong I had something to fall back on (as we are nearly half way around the world). He refused and his time was very rude and dismissive, told me he doesn’t do that and I had to call reservations. Getting through to reservations at the time was impossible! He was aware of this or he should be as he was mgmt. tried to call got the busy signal. I opened a chat (repeatedly called while waiting for a human min chat and finally got through on the phone) So had chat open while on a call. One rep said tix were good the other said they were not. I could not bank on such incompetence and ultimately had to rebook and pay for new flights home! This incompetence stole 5 days of my trip