On May 11, we purchased an upgrade on our return flight from Hawaii. Flight 22 was over 3 hours late leaving Honolulu on May 13, so we missed our connecting flight for which the upgrade was purchased. WE WERE NOT ALLOWED TO USE THE UPGRADE ON A SUBSEQUENT FLIGHT, THOUGH TOLD BY AN AGENT THAT WE COULD. The agent selling the upgrade attempted to reverse the charge in May 14 but was not allowed to by superiors. Almost daily contact has failed to get the $630 refund credited, and it is Aug 4. BTW, they charged a $60 handling fee for bags which were both under 50 pounds. The bags were never placed on the flight in Honolulu. They were delivered on a non-stop Delta Airlines flight almost a week later. This is customer service at its worst. Don't fly with them! James Perry Products used:None due to their negligence. Service Value Returns QualityI was traveling with a service dog and prior to the flight I checked with HA to make sure I had all the requirements in order to fly and was told that I did but, when I got to the ticket counter to pick up my ticket, I was told that they would not issue me a ticket because not all requirements were met. I tried to get my money back through my credit card but, they said that HA would issue me credit, I never go it. During the last conversation, of the many, I had with HA in trying to resolve the issue and get a refund, I was told that someone would be getting back to me. So no flight, no refund and not ever a call back. The agent also gave off an aire that because he's Hawaiian he is somehow better than 'non islanders' as they like to call non Hawaiians.I always fly with hawaiin when I go to the islands. Always a good experience. Good food and wonderful flight attendanceThe worst trip ever. Canceled our original flight. Had reservations in Sydney, had to get a hotel in Hawaii. The hotel cost was $400 the lost night at the airbnb $320. Meals and Uber while in Hawaii $ 250. Both my daughter and I are celiac, we requested gluten-free meals on our original flight, we were given 12 hours notice of the cancelation, and the geniuses at hawaiian require 48 hours notice to provide gluten-free meals. Wtf, there wasn't 48 hours. They are so incompetent that they didn't move the request to our new reservation. So we flew almost 11 hours with no food. IF YOUR SMART, YOU WILL AVOID HAWAIIAN AIRLINES AT ALL COSTS. I CANT WAIT TO DEAL WITH THEIR CUSTOMER SERVICE TEAM TO GET REIMBURSED. I AM SURE IT WILL BE THE SAME SH*T SHOW THE WHOLE TRIP WAS. DO NOT FLY WITH HAWAIIAN. I WILL SPREAD THIS NEWS FAR AND WIDE. Products used:Airline travel Service Value Returns QualityHawaiian Airlines offers deals to frequent flier mile members that are better than you'd get by using Kayak or one of the other plane ticket aggregators. Value QualityUpdate to last review on Shopping Mall Hawaiian Points After filling out a form for Consumer Affairs, bounced back to a customer service agent who finally recommended escalating back to Consumer Affairs, new call number (after two others recommended). Received notification it takes weeks to researchas backlog is now weeks - sounds like a pattern here? No end in sight for resolution at this point.EWARE HAWAIIAN AIR SHOPPING MALL! This should be read by a person EVP Customer Service, COO or CEO. As a executive of a Seattle company, if I received this, I would be mortified. Yes, there is an Incident Number ************** - if someone takes the time to review you can see the event log. After mutiple conversations with customer support, over and over told to wait until 6 weeks, 45 days, etc etc, today called in again, to find out they cannot help at all - stonewalling? When I wrote Customer Affairs, assured by the agent, a person in the executive office would see, respond, request sent back to an agent! I have given up on the Hawaiian Shopping Mall, use a competitor airline mall which actually works. The first /only time I used the online mall was on 8/7/2019. Verified it was a current session to Macy's on 8/7/2019No miles credited (rate of 1.5 miles per $1). After four contacts, I patiently waited to contact you per your recommended 4 -6 weeks. I refuse to use the Mall until credit is applied, zero credibility as first experience truly worthless exercise to track mileage reimbursement for over this period of time. I decided to track more on the principle to see if you actually fix during the 4-6 week period you have cited in 4 mails - not impressed at all. I use a competitor airline mall regularly, actually works for mileage credit! You really need to get your act together, as this has been a total waste of my time. I finally decided to set Outlook reminders for dates, times so I could minimize my time. So what do I want? Fix whatever is broken! loadjsReady({ event: 'app', checker: function() { return typeof app === "undefined" || typeof app.profilePicture === "undefined"; }, callback: function() { app.profilePicture('undefined', 'undefined'); } }) Alane G. 1 review 1 helpful vote Follow Alane G. Send Message loadjsReady({ event: "app", checker: function() { return typeof app === "undefined"; }, callback: function() { // } }); Share Review “WEBSITE FAILED DURING RESERVATION PROCESS, NOW COST IS HIGHER” November 4th, 2015 I've spent 2 hours trying to make a reservation on hawaiianairlines. Com. After going through lengthy process of selecting flights for a multicity trip, the website kicked me off saying my session had timed out. After going through complete process again, I was at the stage of selecting seats when the website said there was an error and kicked me off again. When I tried a third time, the price was now higher. I spoke to customer service agent and a supervisor on the phone. Both were "very sorry" but they can't do anything and told me I'd have to pay the higher price.DO NOT FLY HAWAIIN AIRLINES I am a frequent flier and had the worst experience last week while flying with Hawaiian airlines; Seatac Airport. My boyfriend and I were flying to Hawaii for a wedding, we arrived at the airport one hour before our flight was to board and went to check in at the bag drop off. There we were instructed to first check in at the self-check-in station where we were told we were too late to check in. Junior was helping people in line and self-check-in and told us that we needed to hurry, but we would still make our flight ("last call was just announced less than 5 minutes ago"). He walked us over to the first-class station where Lesa was to help us check-in. Lesa immediately told us it was too late to check a bag, that you needed to check a bag 50 minutes prior to boarding. She told us we were five minutes late and that we would either need to come back tomorrow or buy another flight today. We were confused by this ‘rule' because it did not state this on the ticket or e-reciept; in addition we still had over 45 minutes before boarding time. I asked if it was possible to have the bag sent on either of those flights and we could pick it up later at the airport; the answer was no. We then asked her to show us where this '50 minute' rule was located/stated and she could not show us or find anyone that could locate this rule. Furthermore, we asked for a manager, the manager at the front desk (Togalei) was busy helping another individual and Lesa refused to call any other manager. After 20 plus minutes of her leaving us and helping other customers, her looking for the ‘50minute rule', and no manager being called, both my boyfriend and I were forced to buy another ticket to fly out same day. It was truly a terrible start to our trip to Hawaii. We will never fly Hawaii again, I bought my ticket for just under 1100 and he bought his for just under 700 and had to add another 400 to our tab. Hawaiian Airlines was not solution oriented, customer friendly or accommodating, they were not able to show us where this '50 minute rule' was located and would not call us a manager. The only conclusion to this series of issues is that Hawaiian Airlines overbooked our flight and/or sold our tickets. Instead of allowing us to board our original flight we were forced to spend additional minutes/money, missed our first wedding activity in Hawaii, and had to take a connecting flight, after purchasing a direct flight. To add salt to the wound of this experience on the way home, my boyfriend did not have a seat on the plane. He purchased the ticket six months in advance, whereas, I had a seat and purchased the ticket one month in advance. He had called Hawaiian Airlines after seeing this error after original purchase, and they ensured him that this is how everyone's ticket looked and that they would be assigned seats upon arrival. We arrived to the airport over two hours early to ensure not MISSING any ‘X' minutes to check bag in. Then headed to gate to talk to attendant, SURPRISE, no attendant was available until boarding. Luckily I STOOD and waited for an attendant to arrive (while my boyfriend was walking the gates looking for anyone to help) after over an hour an attendant arrived with no greeting, no eye contact, and after taking 10 minutes to ‘set-up' helped us get the "LAST" seat on the plane. This again, was confusing because the ticket was purchased well in advance. We asked if there was any way we could sit together and she said ‘no'; come back when she had helped everyone else to see if there were any no-shows. When we came back a group of three in front of us were given seats together (even though we were the first ones in line to ask for seats together). Hawaiian Airlines slogan should be give us your money and the answer is ‘no'. Very disappointed.