• Report: #763877

Complaint Review: Hawaiian Airlines

  • Submitted: Thu, August 11, 2011
  • Updated: Mon, November 14, 2011

  • Reported By: David R — Honolulu Hawaii USA
Hawaiian Airlines
Honolulu, Hawaii United States of America

Hawaiian Airlines HawaiianMiles = WorthlessMiles Honolulu, Hawaii

*Consumer Comment: Airline credit cards

*Consumer Suggestion: It Isn't Just Hawaiian

*Consumer Comment: "Availability" is like an act of God for Hawaiian Airlines

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HawaiianMiles = WorthlessMiles

My wife, and I, have been using Hawaiian Airlines and a Hawaiian Airlines/Bank of
Hawaii credit card for the last four years to accumulate enough miles for two
round trip tickets to Europe on Hawaiians partner airline - Delta.


We have accumulated more than 130,000 miles to date, which is more than enough
(110,000 miles) for two round-trip tickets from the Mainland to Europe.

On July 28, 2011, I first called HawaiianMiles to make reservations for the
subject tickets. This was only 307 days before the early end of our travel date
range, and significantly after the 330-day period when airlines supposedly
release their seats for mileage programs.

We tried to be flexible in our dates, departure sites, and arrival sites. In spite
of this, HawaiianMiles was unable to arrange travel to and from any of the
sites in the U.S. and Europe that we provided.

The woman I spoke to promised to get back to me in 72 hours to inform us whether
any of our desired seats were released (she never called back). She also
suggested that we try every day to see if the situation had changed. I wasted
more than 22 minutes of my valuable time for nothing.


July 29, 2011, I again called HawaiianMiles. The result was the same. Nothing
available. I wasted another 24 minutes of my valuable time for nothing.

On August 1, 2001, I again called HawaiianMiles. We tried 8 different departure
dates (May 30 June 6, inclusive), 4 different Mainland departure sites
(Seattle, Minneapolis/St. Paul, New York, Boston), 3 different return dates (19,
20, and 21 days after departure to Europe), and 5 different Europe arrival
sites (Amsterdam, Frankfurt, Copenhagen, Brussels, Paris). After trying these
480 combinations, the customer service representative could only come up with
one option from Minneapolis/St. Paul to Frankfurt. He would have to request a
return flight from Frankfurt.

On the afternoon of August 4, 2011, more than three days later, I received a call
from HawaiianMiles informing me that there were no seats available from
Frankfurt to Minneapolis/St. Paul for my wife and me. I wasted another 1 hour
and 27 minutes of my valuable time for nothing.


wasting a week, more than 2 hours on the telephone to HawaiianMiles, and not
having any luck with more than 480 travel possibilities, I gave up on
HawaiianMiles. It was apparent to me that they would not/could not help me and
I was forced to make alternative travel arrangements on another airline at an
out-of-pocket cost of $2,169.

I filed a complaint with Hawaiian Airlines about their lousy customer service and
my inability to use my miles on August 4, 2011. I did not receive a response
until late on August 5, 2011.

On August 5, 2011, Eddy Mundo, from the Hawaiian Airlines corporate office called
me to ask me what she could do to assist me. I stated that this offer was after
the fact and that I was forced to make alternative travel arrangements. I
expressed my great dissatisfaction with Hawaiian Airlines and HawaiianMiles.


stated that since the merger of Northwest and Delta that Hawaiian Airlines was
having problems with their partner and difficulties in fulfilling requests. No
kidding. She then stated that she would request the telephone conversations I
had with HawaiianMiles (for what reason, I do not know), review them, and get
back to me. She further asked me what I wanted Hawaiian Airlines to do for me
and my wife.

I gave Eddys question some thought and came up with a proposed resolution to my
complaint. I submitted this proposal on August 6, 2011. On August 11, 2011, Hoyt
Zia, Senior VP, General Counsel & Corp. Sec., rejected my offer and
rejected any compromise. His response was flippant and offensive, and was
indicative of the standard Hawaiian Airlines response to customer complaints.

Eddy never did get back to me. I had to call her on August 9, 2011 to determine the
status. She claimed she had still not gotten copies of the telephone calls. She
claimed she would get back to me by Friday, August 12, 2011. She then abruptly
hung up on me. Very rude. Very unprofessional.

When I first filed my complaint with Hawaiian Airlines (August 4), I was promised
that they would get back to me within 3 business days (August 9). They did not.
When I followed up on this promised response, they then claimed that it would
be another 5- 7 business days for a response. A subsequent email stated 30
days. It was apparent that they were just trying to blow me off.

Dont fly on Hawaiian Airlines. Dont join their HawaiianMiles program. Dont use
their credit cards. There are other, better alternatives.

This report was posted on Ripoff Report on 08/11/2011 01:36 PM and is a permanent record located here: http://www.ripoffreport.com/r/Hawaiian-Airlines/Honolulu-Hawaii-96820/Hawaiian-Airlines-HawaiianMiles-WorthlessMiles-Honolulu-Hawaii-763877. 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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Updates & Rebuttals

#1 Consumer Comment

Airline credit cards

AUTHOR: Steve - (USA)

even if this is not directly related to the original post I would like to point out that there are good offers out there in regards to airline credit cards:  I received 50,000 miles for signing up for the Southwest Airlines credit card and so far  I have traveled 3 times with the miles that  I received in exchange for the  $ 99,-  annual  fee.  I still have another 14,000 miles left, good  for another round  trip.  Try to get  a round trip ticket  for  $ 99,-  .....  Any   available seat on a Southwest Airlines plane can be booked with miles, they don't play the "Sorry-nothing-available-game".
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#2 Consumer Suggestion

It Isn't Just Hawaiian

AUTHOR: Karl - (U.S.A.)

American does the same thing as do all the airlines. I once spent 2 hours on the phone to American trying to use points for a trip to Hawaii. We went through all the connections and non stops from anywhere from March to October when I finally gave up. No seats were available. Since then I haven't bothered with any Frequent Flyer points and refuse to buy an overpriced credit card from an airline so that I can get "free flights". These credit cards always cost something each year. My credit union one doesn't.  Frequent Flyer programs are worthless. Southwest used to have a good one but it has changed to one that benefits only the airline. Points are accrued based on the price of your ticket, not the number of flight segments you flew.

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#3 Consumer Comment

"Availability" is like an act of God for Hawaiian Airlines

AUTHOR: Steve - (USA)

I  am  very  familiar  with  these  kind  of  conversations  which  always  end  in  "sorry,  no  availability"  or  "sorry - nothing available".   It    was  already  like  that  years  ago  and it  does not  have  anything  to  do  with the  merger.  

Don't  forget  that  they  are  the  ones  who  make  rewards flights  or  upgrades  available  and  they  won't  tell  you  how many  seats  they  actually  make available  for  their  Hawaiian Miles  members.  Maybe  it  is  only  1 or 2  ????      Since  there  are no  regulations  requiring airlines  to  disclose  this,  they  can make  it  appear  that  they  have  a  great  program,  offering  you  millions  of  miles and numerous  partners who  accept them but   when you  actually  try  to  use  them  you  will  hear  their  "sorry-no-availability"   pitch....

Probably  you  will  receive a  letter  from  their  "consumer advocate"   stating that  they  have  "done everything possible for you"   and  that the  "case is  closed"
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