• Report: #1049489

Complaint Review: Air Maui

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  • Submitted: Wed, May 08, 2013
  • Updated: Wed, May 08, 2013

  • Reported By: schocked050813 — Palo Alto California
Air Maui
1 Kahului Airport Rd. #110, Kahului, HI 96732 Kahului,, Hawaii USA

Air Maui Unprofessional and rude. Worst customer service. Ripped off. Kahului Hawaii

*UPDATE Employee ..inside information: in regard to "she is not telling the whole story"

*UPDATE Employee: This comment has no relevance to Air Maui

*UPDATE Employee ..inside information: Air Maui Helicopters

*REBUTTAL Individual responds: I Was There -

*UPDATE Employee: She's Not Telling the Whole Story

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The following is to warn anyone how might deal with customer service at Air Maui. They have zero customer service.  Imagine when something goes wrong and you have no other options as to go talk to a manager. And then magic happens: the manager starts shouting at you and accusing you, scolding you like a stupid kid. I have never seen anything like this in the US. Air Maui is the worst.  

You are checking in in their hangar at 10:30am to fly around Maui. Firsts, they weigh you and tell you that  your extra pounds are no problem and  can be accommodated. Then, they charge your card and in 10 minutes tell you that they cannot put you on the flight. You ask for a refund, but they cite a policy that they cannot give you a refund. They shout at you, shoving a printout with policies in your face. After 20 minutes of hysterical rehearsal, they actually may put one of you on the the morning flight. The other person should wait 4 hours to fly to Molokini.

We walked away as any attempt to discuss the situation without drama and find a solution that would work for all of us were useless.

Air Maui is a horrible business.  Let me tell it again: AIR MAUI IS A HORRIBLE BUSINESS. Make yourself a favor, choose any competitor. I chose them because I trust Costco, and Costco equals impeccable customer service. I made an expensive and very sad mistake as this flight was for my husband on his birthday. 


This report was posted on Ripoff Report on 05/08/2013 09:00 PM and is a permanent record located here: http://www.ripoffreport.com/r/Air-Maui/Kahului-Hawaii-96732/Air-Maui-Unprofessional-and-rude-Worst-customer-service-Ripped-off-Kahului-Hawaii-1049489. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
0Author 4Consumer 1Employee/Owner
Updates & Rebuttals

#1 UPDATE Employee ..inside information

in regard to "she is not telling the whole story"

AUTHOR: Air Maui Helicopter - ()

Aloha,

Your comments have no relevance to this situation. It is our understanding that you are doing this for entertainment purposes, by commenting on a situation that you were not a witness to and know nothing about. 

Air Maui

 

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#2 UPDATE Employee

This comment has no relevance to Air Maui

AUTHOR: Air Maui Helicopter - ()

Aloha,

Your comments have no relevence on this situation. It is our understanding that you are doing this for entertainment, by commenting on a situation that you were not a witness to and know nothing about. 

The reason I know this is because I was there and nothing you are talking about relates to this situation.

Also, naming your self as author "okole puka", butt hole in hawaiian. Gives it away.

 

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#3 UPDATE Employee ..inside information

Air Maui Helicopters

AUTHOR: Air Maui Helicopter - ()

Aloha Mr.Veremey and Ms. Stepina,

We are disappointed to hear how unhappy you are with our company. At Air Maui we strive to provide excellent customer service to all of our guest regardless of any situation.

Your reservations was booked directly with us through our  Air Maui website, and it was confirmed directly from Air Maui's  website, not through Costco.

When Ms.Stepina made the reservations online she provided your weights and information to us. Our internet clearly states our weight restrictions, and it also states "It is important to provide accurate body weight when booking. Under representation of body weight may result in cancellation at check-in with no refund". When you first checked in there was a 48 pound difference, and the agent politely advised you of this and proceeded with normal check in procedure by collecting payment . After doing as much as we could behind the scenes to keep you both on the same flight .We advised you that we could not make a proper weight and balance that FAA requires and due to safety we needed one person to not fly on this particular flight.

After mentioning that there is no refund as our policy states, you started to raise your voice and demand over and over again for a full refund for both seats. The manager then intervened and repeatedly asked you to calm down and took you in her office to find a resolution.

She offered to re-fly the other person for free at a later time, something we normally don't offer! Our attempt's to find a suitable solution for both sides was only met with one sided demands.

We take safety seriously here, hence our perfect safety record. And we are required to follow strict FAA regulations. Because of this we try as much as we can to make it clear about our weight limitations and our company policies. When Ms. Stepina was setting up your reservations it clearly states our weight policy in the area where she needs to type in body weights, and then once again when we emailed her the confirmation for your flight.

We are sorry to hear your disappointment in your experience with us. We hope you enjoyed the rest of your experience on Maui.

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#4 REBUTTAL Individual responds

I Was There -

AUTHOR: Okole Puka - ()

I was at the helicopter hanger when this whole fight broke out. I swear it was like being at the Jerry Springer Show. First of all, this complainer started the whole thing. She and her husband/boyfriend/drug dealer/moonshiner were acting like a couple of spoiled brats. Secondly she tried to pay with some sort of card that the agent couldn't make go through. Finally, she didn't weigh 600 pounds. She was closer to 300 pounds at the most. I'm sure she could have squeezed into the copter, but I wouldn't want to go up with her. Now the thing with her scooter isn't exactly what happened. She wanted to chain it up somewhere and they wouldn't take responsibility for it. She did NOT have a bad smell but her "companion" reeked of beer and stale cigarettes. He also looked like he had peed his pants but I couldn't tell for sure. As far as I could tell, the fight was over her paying for the tour with a different credit card. Both sides came unglued and were yelling and throwing things so I really can't take sides. But it Was ENTERTAINING!

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#5 UPDATE Employee

She's Not Telling the Whole Story

AUTHOR: Wawau - ()

This is why we really don't like to deal with hillbillies. First of all this toothless sow weighed in excess of 600 pounds. She demanded that we somehow strap her Little Rascal scooter to the roof of the plane and her body odor actually made the paint peel in the lobby. One other thing you fat, disgusting hippo, Hawaii IS in the United States. As for her "credit card" being charged, in reality she tried to pay for the flight by using her Alabama EBT card= like we wouldn't notice! She became enraged when a group of Japenese tourists said, "Why pay to go on a whale watching cruise when there's one right her in the airport?" - Hey tubby it isn't our fault you can't stay away from the desert bar at the Hometown Buffet. SO take your fat ass back to Pony, Alabama and leave us alone here in Hawaii!

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