Hawaiian AirlinesReviews of hawaiianairlines.com

I have been flying Hawaiian Airlines for over 10 years, including many interisland flights and trips between the mainland and Hawaii. This was by far one of the most disappointing experiences I’ve had. First, we were required to check our carry-on bags at the gate, even though they met the size requirements and there was clearly plenty of room left in the overhead bins once we boarded. We’ve flown this same route many times without ever being asked to gate-check our bags. If this is now standard procedure, it should be communicated consistently and applied fairly. We were also required to take all of our bags through the agriculture inspection area. I was carrying our 6-month-old baby while also managing two bags, and no one offered any assistance. Traveling with an infant is already difficult, and some basic customer service and awareness would have made a big difference. The biggest issue was our interaction with one of the gate agents. I believe her name was “Jammene,” but I’m not certain because she mumbled her name under her breath. When I politely asked her to repeat it, she ignored me. Throughout the interaction, her communication was rude, condescending, and unnecessarily confrontational. Rather than calmly explaining the situation, her tone only escalated it. My husband, who is Kanaka, and I left feeling like we were treated differently, and the interaction was deeply upsetting. As a Front Desk Manager for Marriott, I know that challenging situations happen every day. Good customer service means acknowledging the guest’s concerns, showing empathy, apologizing for any confusion, and working toward a solution. Unfortunately, none of those basic service standards were demonstrated during this interaction. The gate agent would benefit from additional customer service and de-escalation training. To make matters worse, the aircraft’s air conditioning did not appear to be working properly, making the cabin extremely hot and uncomfortable throughout the flight. The landing was also very rough, causing several carry-on bags in the overhead compartments to shift noticeably. I would be concerned that passengers with fragile items may have experienced damage. I’ve always been a loyal Hawaiian Airlines customer, which is why this experience was especially disappointing. I hope Hawaiian Airlines takes this feedback seriously by improving consistency in its baggage policies, providing better assistance for families traveling with infants, investing in customer service training, and ensuring aircraft are properly maintained for passenger comfort and safety.

I'm writing this negative review of recent experience with Hawaiian Airlines. My wife & I traveled from CA to Maui on nonstop flight and checked 4 bags. When we arrived in Hawaii to baggage claim we discovered one of our bags was badly damaged. This was a relatively new luggage, large premium elite spinner Travel Pro, which costs over $400. We filed a complaint with the airline while at the airport. Hawaiian Airlines representative took pictures and generated the claim. They initially wanted to just give us a spare new hard cover bag, but it was too small. They told us we wouldn't get $400 to purchase a replacement luggage without a receipt, and they spent 30 minutes looking online for a similar bag, then told us we might get $200 and not the value of a new bag since our bag wasn't new anymore and gave us an example of buying a used car, but we can not buy a used laguage, and we really did not need to buy any luggage if their employees would not have damaged it . We invested into a good quality travel bag just recently. We were then told would need to talk to a manager in another department. We left the airport to go to our resort and a few days later we called the baggage manager that told us if we brought our damaged luggage back to the airport (45 minutes one way) they would give us $150 to buy another luggage. We complained because that wasn't fair compensation for our damaged unusable luggage. They called us back 30 minutes later then tell us their policy had changed and they could only offer us 3,000 airline points. Hawaiian Airlines points are now called Atmos points, and 10,000 Atmos points are worth about $120. So the 3,000 points offered were only worth about $36. Also, instead of a check to buy a new bag, identical to what they damaged that we can use traveling anywhere we want, we were now being forced to use Hawaiian Airlines points for future travel and have to spend our own money to buy the same replacement bag that we might not be able to afford the same quality bag.We just spent $2000 for 2 economy tickets with Hawaiian Airlines This is totally unacceptable and ruined the start of our vacation because we felt unfairly treated and given the runaround. It's not our fault airline employees carelessly damaged our luggage. We only wanted to be made whole and be able to buy a replacement luggage for the return flight. Very bad experience and not sure we want to use this airline ever again in the future if we can avoid it. Also we were going to apply for a credit card with Hawaiian airline ,and were waiting to see how this issue was handled by them before applying. We wanted everybody to be aware how Hawaiian airline treats and values their customers.

Unnecessarily uncomfortable seats and rude staff. Never again!

I fly from Oahu to the neighbor islands on business and usually if I get finished with my job early I will see if there is another flight I can take home. They usually get me in no problem. But since the Alaska purchase they want to charge me an extra $50 on top of my $300 inter island fare. Hawaiian has no more Aloha.

I took a flight from JFK to Honolulu Food was horrible. Seating space was below par. Plane was old. Broken tray tables. It was like flying in a time traveling machine but backwards. IFE old with 90’s to 2000 movies. Corporate greed is destroying airlines all over the US.

Greedy, outdated and poorly operated company that no other airline from a mainland wants to be apart. inter island flights jacked with insane prices for resident of HI.

I flew first class with Hawaiian Airlines from Honolulu to LAX. Upon arrival, my nearly new aluminum Samsonite case was severely damaged, with a wheel smashed off. I filed a claim at the airport, and though I was told they’d follow up, no one did. I had to repeatedly call over days, waiting hours on hold. I got conflicting instructions—first told to buy a replacement for reimbursement, then asked for repeated proof despite the airport’s own documentation. U.S. law requires airlines to cover such damage, and this runaround was unacceptable. Despite promises of a temporary case or resolution, nothing has happened. I will replace it myself, and if not reimbursed, I’ll pursue further action. This experience has been disappointing, and I cannot recommend Hawaiian Airlines.

I’ll save you the aggravation and just tell you “Do NOT fly on Hawaiian or Alaska Airlines!”