Traveling can be stressful, but Hawaiian Airlines aims to make your journey as smooth as possible with its comprehensive customer service plan. Whether you’re inquiring about fares, managing baggage, or need assistance during flight disruptions, Hawaiian Airlines has established policies to ensure passenger satisfaction. This guide breaks down the key aspects of Hawaiian Airlines customer service, ensuring you know your rights and what to expect when flying with them.
Transparent Fare Information and Booking Flexibility
Hawaiian Airlines is committed to transparency from the moment you start planning your trip. They pledge to:
- Disclose Fare Availability: Inform you if the lowest available fare might be found elsewhere when you inquire online, at the ticket counter, or through their reservation center. This ensures you have all the information to make the best booking decision.
- 24-Hour Flexible Booking: Enjoy peace of mind with their 24-hour cancellation policy. If you book your reservation 7 or more days before departure, you can cancel without penalty within 24 hours of purchase. This provides valuable flexibility when plans change shortly after booking.
Efficient Baggage Handling and Compensation
Lost or delayed baggage can be a major travel headache. Hawaiian Airlines prioritizes efficient baggage handling and offers compensation for inconveniences:
- On-Time Baggage Delivery: They strive to deliver your baggage on time, making every reasonable effort to return mishandled baggage within 12 hours for domestic flights. International flights have slightly longer timeframes of 15 to 30 hours, acknowledging the complexities of international travel.
- Compensation for Delays: Should your baggage be delayed on domestic flights, Hawaiian Airlines will compensate you for reasonable expenses incurred due to the delay, as mandated by regulations. For international flights, applicable international agreements guide compensation.
- Reimbursement for Lost or Significantly Delayed Baggage: If your bag is lost or significantly delayed, Hawaiian Airlines will reimburse any baggage fees you paid.
Alt: Baggage claim area at Honolulu International Airport, showcasing efficient baggage handling for Hawaiian Airlines customers.
Prompt and Fair Refunds
Dealing with refunds should be straightforward. Hawaiian Airlines ensures timely refunds with clear processes:
- Speedy Refund Processing: Expect prompt refunds in your original form of payment. Credit card purchases are refunded within 7 business days, while refunds for tickets or ancillary service fees are processed within 20 days, as per regulations. Alternative payment methods for refunds are available if you agree, offering flexibility.
- No Refund Processing Fees: Hawaiian Airlines will not deduct any processing fees from refunds that are due, ensuring you receive the full amount owed.
- Transparent Policy on Alternatives: When offering alternative transportation, travel credits, or vouchers instead of a refund, Hawaiian Airlines will clearly disclose your entitlement to a refund if applicable. They will also transparently outline any restrictions, conditions, or limitations associated with these alternatives.
Accessibility and Special Needs Assistance
Hawaiian Airlines is dedicated to accommodating all guests, including those with disabilities and special needs:
- Accommodating Guests with Disabilities: They adhere to regulations and internal policies to properly assist guests with disabilities and other special-needs passengers. This commitment extends to providing assistance during lengthy tarmac delays.
- Refunds for Passengers with Disabilities and Companions: If a passenger with a disability is unable to travel, Hawaiian Airlines will refund not only the disabled passenger but also individuals in the same reservation who no longer wish to travel without them.
Alt: Hawaiian Airlines staff providing wheelchair assistance to a passenger, highlighting their commitment to accessible customer service.
Tarmac Delay Comfort and Essential Needs
Unexpected tarmac delays can be uncomfortable. Hawaiian Airlines has a plan to address essential needs during these situations:
- Meeting Essential Needs During Delays: As detailed in their Tarmac Delay Contingency plan, Hawaiian Airlines will ensure guests’ essential needs are met during lengthy tarmac delays. This may include providing food, water, lavatory access, and medical attention if required.
Fair Handling of Oversales and “Bumped” Passengers
In the event of oversales, Hawaiian Airlines is committed to fairness and consistency:
- Fair Treatment for “Bumped” Guests: Hawaiian Airlines handles “bumped” guests with fairness and consistency, following established policies and procedures for determining boarding priority. This ensures a transparent and equitable process when flights are oversold.
Clear Disclosure of Policies
Staying informed is crucial for a smooth travel experience. Hawaiian Airlines provides readily accessible information:
- Accessible Policy Disclosure: Refund policies, cancellation policies, frequent flyer rules, aircraft seating configuration, and lavatory availability are all disclosed on the Hawaiian Airlines website and are available upon request from their telephone reservations staff. This easy access to information empowers you to make informed decisions.
Flight Disruptions and Rebooking Assistance
When flight disruptions occur due to cancellations or delays within Hawaiian Airlines’ control, they offer several forms of assistance and compensation:
- Rebooking and Partner Airline Options: In case of cancellation or significant delay, Hawaiian Airlines will rebook you on the next available Hawaiian flight at no additional cost. If a Hawaiian flight isn’t available until the next day and the disruption is within their control, they will, upon request, book you on a partner airline flight in the same cabin class, if available.
- Compensation for Significant Delays: For delays of three hours or more, or cancellations requiring a three-hour wait for a new flight due to circumstances within Hawaiian Airlines’ control, you are entitled to compensation. This includes the choice of a travel voucher (at least $50) valid for one year or at least 2,000 HawaiianMiles.
- Meal and Accommodation Vouchers: For delays exceeding three hours, Hawaiian Airlines will provide a meal voucher for airport use. For overnight delays (10:00 p.m. – 6:00 a.m.) in a city where you don’t reside, they will provide complimentary hotel accommodations and transportation. If they cannot secure these, they will reimburse reasonable expenses with receipts.
Note: Compensation may not be provided in cases of air traffic control issues, weather situations, passenger illness, or extraordinary “Force Majeure” circumstances beyond Hawaiian Airlines’ control.
Timely Itinerary Change Notifications
Staying updated on your flight status is essential. Hawaiian Airlines ensures timely communication:
- Proactive Flight Change Notifications: If you book directly with Hawaiian Airlines and provide accurate contact information, you will be notified of itinerary changes within five days of departure.
- Real-Time Flight Information Updates: Flight information is promptly updated on their website and app, allowing you to monitor your flight status in real-time. Notifications are sent within 30 minutes of Hawaiian Airlines becoming aware of flight status changes like delays, cancellations, or diversions of 30 minutes or more.
Responsive Problem Solving and Mitigation Services
Hawaiian Airlines is dedicated to addressing passenger problems and minimizing inconvenience during flight disruptions:
- Responsiveness to Guest Issues: They ensure responsiveness to guest problems arising from flight cancellations, delays, and misconnections.
- Mitigation Services Information: Guests are informed about the services Hawaiian Airlines provides to mitigate inconveniences caused by flight disruptions, ensuring you are aware of available support.
Family Seating Guarantee
Traveling with family should be easy. Hawaiian Airlines offers a family seating guarantee:
- Guaranteed Family Seating: Children aged 13 and under will be seated next to at least one accompanying adult at no additional cost, even for Main Cabin Basic fares, under certain conditions. These conditions include booking on the same reservation, choosing seats for the entire reservation or skipping seat selection, availability of adjacent seats at booking, suitable plane seat layout, and no aircraft changes.
- Proactive Seating Arrangement: Adjacent seats will be assigned no later than the day before the flight if conditions are met. If conditions aren’t met during online booking, informing gate staff before boarding will prompt them to make every effort to seat families together.
US Service Members Benefits
Hawaiian Airlines recognizes and supports US service members:
- Free Baggage Allowance for Military Personnel: Current US service members and their accompanying dependents receive a free carry-on bag and personal item, plus up to two free checked bags each when traveling on the same reservation. Baggage weight and size allowances are also more generous.
- Flexible Travel Policy for Military Orders: Service members unable to travel due to military orders can reschedule or cancel for a full refund without fees, applicable to all ticket types.
Alt: US military personnel in uniform at an airport, representing Hawaiian Airlines’ support for service members and their flexible travel policies.
Contact Information and Resources
For further assistance or to address concerns, Hawaiian Airlines provides multiple contact points:
- Department of Transportation Contacts: Information for contacting the US Department of Transportation regarding air traveler rights and disability assistance is readily provided.
- Hawaiian Airlines Support Channels: For comprehensive information and assistance, you are directed to the Hawaiian Airlines Guests with Disabilities Help Page and Reservations Department, reachable by phone or online request.
Hawaiian Airlines’ Customer Service Plan demonstrates their commitment to providing a passenger-centric travel experience. By understanding these policies, you can navigate your journey with confidence and peace of mind, knowing Hawaiian Airlines is there to support you every step of the way.
