On Monday Feb 27, 2012 my family of four was traveling home from Honolulu, Hawaii to San Francisco, CA. We arrived very early and asked the ticketing agent to please seat us together as a family. The total fare for the four one way tickets home was a total of $2,328.80, $563.00 + $19.20 each ticket. We received our seat assignments and they were not together as we had asked but we weren't going to fuss, we just wanted to get home.
When we boarded and were ready to take off, the flight was delayed almost 2 hours because of a flat tire. My six year old son was seated next to a very obese man and forced to share more than half of his small coach seat for a total of 7 long hours.
Even the flight attendants apologized and said they would feel as upset as I was if that were their family being squished. They offered to give my two kids free cartoons, I had already paid the $4. [continued below]....
.....99 cartoons for my three year old. The flight attendants said they would have moved my son to another seat but the flight was completely full so there wasn't anything they could do. They suggested I fill out an incident report and then file a complaint.
The entire flight, this obese man was asleep and kept leaning over on to my 6 year old's body. The arm rests were not even able to come down. There was no personal space at all. It was very obvious that this man needed two seats or that no one should have been seated next to him. No adult would have been able to fit next to this man. I feel that they sat my child next to him on purpose knowing that a grown adult wouldn't fit.
The flight attendant Denise, filled out the incident report and the following day I called the customer service line to put in a complaint. I did not receive a call back right away so I posted this picture on their Facebook fan page. Click here to see picture.
In my complaint I told them I felt I deserved to be refunded for them failing to provide my son with a full seat and we expected to receive what we paid for. We didn't pay for half a seat and no one should be forced to share their tiny seat with anyone. There should be policies in place to prevent this kind of situation.
They offered a 4 travel credits of $50 that expire in one year. We have no plans on going to Hawaii again any time soon. So basically this company feels that it has given me a fair compensation for what my son had to endure.
BELOW ARE EMAIL'S FROM HAWAIIAN AIRLINES:
you for taking the time to write us an email about your situation.
Were very sorry that youre unhappy and were looking into your report.
already filed an incident report, Ill forward your email along to our
Consumer Affairs Office so they have additional supporting documents to
go along with your case. We appreciate your patience as our CAO
department processes your claim.
Social Media Marketing Coordinator |Hawaiian
Follow: www.Twitter.com/HawaiianAir | Fan: www.Facebook.com/HawaiianAirlines
March 5, 2012
Contact Ref. # 1202370320
We received your call to our advocate line on February 28. Today, we received your postings on our social media page. Our office is designated to investigate and respond to passenger issues within our Customer Service Plan commitment of 30 days. Cases are usually investigated in the order that it was received. Thank you for your patience in awaiting our reply.
On behalf of Hawaiian Airlines, we are sorry to hear your son was unable to enjoy his flight because he was seated next to a large passenger. If, at the time of check-in, Hawaiian Airlines believes that a large passenger may be more comfortable sitting in two seats, the customer service agent may make a suggestion to the passenger to purchase a second seat. We cannot, however, require that this passenger purchase the second seat if he chooses not to.
The other alternative is to offer the passenger another seat on another flight so that the passenger, as well as other passengers, may be more comfortable. The only instance where we can deny the passenger boarding is if we feel that he is not fit to travel or may endanger the safety of our passengers. Hawaiian Airlines has maintained the option for a large
passenger to purchase a second seat since 1985 and has not made any changes to this policy. We appreciate your feedback and have shared it with our management team.
To encourage you to travel with us again, we have issued each of you a $50 e-certificate towards a future Hawaiian Airlines flight. The instructions and terms are listed below for your reference.
Thank you for sharing your suggestions and observations with us. We appreciate your comments and look forward to the opportunity of serving you on future Hawaiian Airlines flights.
Sr. Resolution Coordinator
Consumer Affairs Office
March 14, 2012
Contact Ref. #1202370320
We received your recent Facebook posts, and we regret you were dissatisfied with the travel credits we offered you.
Again, we apologize for your son's discomfort, and we hope you will allow us another opportunity to serve you.
Hawaiian Airlines considers its response to be fair and appropriate, and respectfully, Hawaiian Airlines considers this matter closed.
Consumer Affairs Office