Hawaiian Airlines

I booked a flight from LAX to Maui & got a really great deal for the weekend. I could not resist so I booked it and the customer service was BOMB.
Checking in was easy, stress free, and on time. What really impressed me is that they are THE ONLY AIRLINE THAT SERVES COMPLIMENTARY MEAL and drinks. Imagine! The customer service was beyond 5 stars. I had a pasta with spinach, salad, water from Hawaii, even a Hawaii biscuit. They even gave a choice of white or red wine!
I am definitely planning on being a regular. I love how easy they make it to book a flight from LA to Hawaii. I love their pilots, their flight attendants, all of them made me feel at home.
They are so adorable when they say «Maholo» too!!! =)
Thanks to Hawaiian Airlines for being so darling!

We felt safe on the flight, but the staff were rude: checking in, they said the flight was completely full — but then five minutes later, they found a few seats for my wife and I to sit together (?!). Onboard, the staff were annoyed when I asked clarifying questions about the meal and drink service. They wanted to pass their mediocre stuff out so they could get back to their candycrush games. Also, why keep the galley lights on for the 10 hour flight?! There were tons of toddlers onboard trying to sleep. Not my first choice in the future…

I almost don’t know where to start. So, the beginning I suppose…
Arrived at the Maui airport boneless from a vacation paradise. I had a husband and two boys 5 and 3 in tow. Think suitcases, car seats and chaos. I walked up to the self check in kiosk and swiped the credit card (you know the deal). It doesn’t work, flashes red, no one comes. We get in line. No biggie we are 90 minutes early for a domestic flight. We are 4^th in line.
45 minutes later, we are STILL 4^th in line. My husband is panicked. I am too busy trying to minimize the damage than two boys can do when board out of their minds. He approaches the counter and indicates that we are in a flight that boards in 45 min. No problem she says.
Finally out turn, 25 minutes until boarding. What, too late to board — NO TICKETS!?! But you told us! Ok, let me get my supervisor.
Supervisor «you should have called them out» it’s too late. Us «you said we were ok» then like possessed «you missed your flight you should have been here earlier.» Us, we cleared agricultural screening 100 minutes before our flight (WTF).
Them, come back tomorrow for standby. You can buy two tickets at! 1250 each to guarantee a flight. Us. We have 4 travelers? Ok, wait list it is. We leave hat in hand
This is peak season mind you. Hotel $ 600 plus $ 80 cab ride each way and two meals for four people. We’re out a grand. Sound good to you?
We show up super early (3 hours) the next day. I try the counter and am given 4 tickets. HALLELUJAH! They check our bags. We are thinking one tough person, all is good.
We wander about in the airport. We have 3 hours to kill. We arrive at the gate at check in time. As we inspect our tickets we realize that the have NO SEATS?!? What!
We go to the counter and they say check in with the ticket takers. We do. We are now LAST on the list. Note that no one at the counter said we were on the wait list. Wait list was not printed on our ticket and MOST IMPORTANTLY no one asked do you want any of these bags if you do NOT make the flight? Why yes I would have said — my sons epilepsy medication.
Please keep in mind I’d separated our luggage assuming two of us would make the flight and two not. I kept his meds safe in the bag dedicated to him. I thought I’d know if he was given a tickets
Well two of us made it on with ALL of the luggage. Two are stranded with nothing.
Worse yet, a couple who were standbys like us, overheard our experience and offered my son and I (who were give separate seats (he’s 3)) a chance to sit together were followed on by the ticketing agent and told they missed their flight, do you want to help them?
Plus for humanity (couple giving us a seat together) loss for corporate culture. Not traveling this airline again.
BTW, my other son and husband traveled on a different airline on the red eye

I flew this airline from SFO to Oahu, Hawaiin Airline charge me twice, I show them receipts they don’t believe me. Since I paid with American Express card they reimbursed me. I had to go to hell just to fight with Hawaiin Airline!

Air travel really sucks! So when you give an airline 4 stars it must mean they are at the top of the heap of poop.
So technically Hawaiian is the least suckiest of airlines. Actually second least suckiest. Alaska is the least suckiest.
American, United, Delta all really suck.
Why does Hawaiian get such a good rating from me? They take good care of me.
On my vacation in September we got checked in quickly, boarded fast and the flight staff was friendly and attentive.
On the way back we had a problem since HNL is a nightmare airport to check into. The layout is horrible and you have to go through the agricultural inspection that is place off to the side where you can’t see it when the place is crowded.
The counter person was very courteous and helpful even though there were 20 people in line and she had already helped about 50 solve their problems.
The negative on the trip was the airline severely damaged my suit case, but replaced it quickly.
Great Aloha spirit and island hospitality. Plus they are the only airline left that includes a meal on the flight.
They do charge more, but you have to pay a little more for a quality product.
Flying to Hawaii, take Hawaiian!

We have had no problem booking Hawaiian Air. My husband has their credit card so he gets one free check-​in which is ample for us. Although movies aren’t free, at least you have a personal screen with short features. The breakfast we got was very good — wrap with eggs and mushrooms, fresh fruit salad, roll, and all the beverages we wanted, including a free mai tai and Maui potato chips at the end. The only snag we had was the TSA line in Honolulu was out the door! Never have we seen that line so long. I find their online service very easy to use for reserving, getting seats, and check-​in. For now, Hawaiian is our favorite airline.

No vegetarian meal options, even if you call well in advance of your flight to request it. They told me flights to/​from Shanghai were the only ones where vegetarians could be accommodated. Pretty pathetic considering I’m paying for a «complimentary» meal through my fare.

Like others reviewing with 1 star, Hawaiian Airline lacks any type of customer service. Be it at the counter or on the plane itself. Almost impossible to get in contact with them in San Francisco. They have that «just don’t care» attitude. Will be using the competition next time for sure.

Over priced, small seats. They put us in the back of the plane, even though I requested to sit towards the front of the plane due to motion sickness. The pull of tray, didn’t work on our flight going out there to Hawaii.
To top it off, on our way back. We were placed in the back of the plane, next to one screaming baby, yelling kids and mothers changing their kids right in the plane. The smell of baby power floating throughout the entire plan and no clean air going throughout the entire plane.
At the end of the flight returning back. There was no flow of traffic for the people unloading off the plane. It seemed like it took forever, to get off the plane.
Also there’s no Wi-​Fi or entertainment for people spending 5.5 hours on this plane unless you paid them the $ 15.00 for their rented tablets.

Hawaiian airlines is so difficult to deal with when trying to get a seat assignment! When you purchase your ticket, their system does not allow you to choose your seat. If you call, they say you will be able to choose your seat at check-​in. Well, when I went to check in, I was assigned the very middle of the 9 seats across and my son did not even have a seat assigned. When I called and spoke to a representative, she was very difficult to understand as she did not speak English very well, and I had to keep repeating my question. She then told me that I could purchase «preferred seating» for $ 50 per person and she put me through to the web check-​in desk, who also had difficulty with the English language. The final word? No seat assignment for my son and I’m still in the same spot with 4 people on either side of me! When I told him I wanted to answer the survey questions at the end of the call, he hung up on me. Total time on the phone with nothing accomplished…45 minutes!
News flash Hawaiian Airlines! If you upgrade your system to allow clients to choose their seats, you would not have to outsource your customer services to another country and could potentially save money and have better service!

SFO and HNL PROS
Clean cabin, aisles, seats. SFO-​ATC delayed departure for an hour because Runways 1L/​1R were unavailable. The return flight was one-​hour faster, thanks to some propitious tail winds. Timely baggage delivery. Most of the SFO to HNL and HNL to SFO cabin crew were very friendly and helpful.
Unlike all other airlines, Hawaiian Airlines (HA) provided a small, but tasty, complimentary breakfast, snacks, beverages, and a traditional rum-​guava cocktail toast when we entered the Hawaiian TRACON airspace. It’s rather strange to note, but the Hawaiian-​branded water was incredibly good. I actually purchased three extra bottles. On the return flight, they provided a small, but good, complimentary meal, snacks, and beverages.
Except for the counter staffs, I really like Hawaiian Air. My girlfriend is from Hawaii, so we want to visit relatives and friends more often now. HA came in 4^th out of 11 airlines in a leading consumer magazine rating. They scored high in 4 of 6 categories, except for a below-​average rating with the «In-​Flight Entertainment.» The entertainment system on the Airbus A330−200 has many choices, but the touch-​screens are insensitive and require repetitive prodding. I disagree with the above-​average «Check-​In Ease» rating. United and American are at the bottom, which is such a pity. They used to be the best carriers until they declared bankruptcy, reorganized, took on massive debt by merging, and emerged as the worst cattle-​car airlines.
SFO to HNL CONS
The VPs responsible for the SFO and HNL passenger terminals need to «pursue other interests.» They clearly do not have a grasp on how to design, manage, and staff their terminals.
9÷16÷15 9:30 Flight HA11: As recommended on Hawaiian’s website, we arrived at the SFO-​HA International check-​in counter three-​hours early. The counter was supposed to open at 6:30, but it did not until after 7:00. We had formed quite a queue when, at about 6:50, a surly employee arrived and, without saying a word, began a complex reconfiguration of the passenger stanchions and belts. He played with them for over 15 minutes, with the end result being that those of us in the front of the line had been moved to the back, those in the back were now in front, and everyone was confused. The employee stated that it was our fault because we had arrived too early! How totally absurd. They could have reconfigured the stanchions the night before – but I imagine that required too much management and employee oversight, initiative, planning, and thought. Fortunately, all the passengers got along quite well and we exchanged places (I was starving by then and wanted to check-​in and then eat breakfast).
The ticketing agents were unsmiling, were not helpful or useful in facilitating the smooth flow of passengers and baggage to the check-​in counters, and they seemed annoyed that actual customers (who make their jobs possible) had arrived.
Going and coming, the aircraft boarding ramps at SFO did not align with the aircraft’s height, which posed a tripping and loading hazard for the passengers. Ramp personnel obviously need intensive training, or an attitude adjustment, on how to operate this machinery.
In HNL, the walk from the gate to the baggage claim area was hot, very long, and convoluted. The cabin crew could have informed us that a shuttle bus to the baggage area was available.
HNL to SFO CONS
9÷26÷15 1:40 Flight HA12: Arrived 2−½ hours before departure. Mass pandemonium unlike anything I have ever seen at an airport. For a while, I thought we were at an overcrowded and disorganized airport terminal in some out-​of-​the-​way third-​world country. We got into the back of an incredibly long line that spilled out of the HA terminal and snaked to almost the end of the sidewalk. The sign and arrows above the entrance and our line indicated CHECK-​IN, but after waiting for a while, a very helpful and outstanding HA employee came by and informed several of us that we were actually in the TSA screening line. She helped us locate the correct check-​in line and find the agricultural station where one drops off their baggage. The walk from check-​in to the HA gates was still hot, very long, and convoluted. I would have used the shuttle, but it can become too crowded to board.
Another major part of the problem was that there were not enough TSA screening lines open. Furthermore, in the ones that were open, they did not have enough of those undersized dog food bowls where one is supposed to deposit their metallic items, so we had to wait while they traded them back and forth. What can I say about TSA? A typical, mismanaged government operation with mostly overpaid and not-​too-​bright employees who are fortunate to have a job.
I e-​mailed a copy of this critique to HA and they quickly responded. It is my hope that Hawaiian’s upper-​management team can correct their terminal issues, and soon. I will, however, fly with Hawaiian again.

This was my second trip to Hawaii on Hawaiian Air! I absolutely love them and their hospitality! The plane and bathrooms were very clean. We had upgraded to economy comfort which is definitely the way to go! It was definitely service with a smile all the way!

Flew from SFO to Maui… best flight experience in years! !! SFO customer service agents where attentive, friendly, and welcoming for my 6am (ungodly hour flight). Provided assistance through TSA check in. Then flight itself. Plane was clean, service was attentive and friendly, seats where semi comfortable, unexpected good service including snacks. Excellent flight experience. …they should train the other airlines! Highly Recommend!

Documents required by Hawaiian Airlines in order to have an emotional support animal («ESA») accompany me in the cabin of the aircraft according to Air Carrier Access Act (49 U.S.C. 41 705 and 14 C.F.R. 382 (this is aside from the Department of Agriculture of Hawaii list of requirements when importing livestock to the island which I already took care of):
— Copy of a health certificate for said ESA signed by a veterinarian & must be dated within 14 days from the date of arrival. CHECK!
— Letter of prescription stating that I have mental or psychological disability recognized by the Diagnostic and Statistical Manual of Mental Disorders, 5^th Edition, (DSM V), and that an emotional support animal is prescribed to me & should be allowed to accompany me in the cabin of the aircraft, signed by a licensed mental health professional and dated no more than 1 year from date of travel. CHECK!
On Sunday, I supplied the agents at the Hawaiian Airlines check-​in counter at Oakland International Airport with the required documents to fly with my ESA. I was denied the ability to check into my flight as the agents said that an ORIGINAL copy of the health certificate is required. I only had a photocopy with me. The agent told me that he would put me on the flight the following morning & to come back with an original copy of the health certificate for my animal along with my letter of prescription. I came back the following morning with an original copy as requested but again was denied. Now the agent was telling me that my letter of prescription to fly with an ESA was not valid and they would not accept it and won’t allow me to get on my flight. He even sent an email to me the night before explaining the requirements of the letter. Even though my letter met all of the requirements, he still did not accept it. After trying to reason with him and asking that I speak to a supervisor (he claimed he was the supervisor), he rudely dismissed me and told me that I am banned from traveling. He would not even help me cancel my reservation to get my money back when I asked for his help and told me I needed to call Hawaiian Airlines reservations on the phone.
I called to cancel & received my refund back via travel credit on Hawaiian Airlines but would incur a $ 200 fee should I use the credit for future travel. I ended up booking another flight that was scheduled to depart out of San Francisco International Airport in hopes that the agents there would be more knowledgeable about the requirements in regards to the letter of prescription for an ESA. I ubered my ass from OAK to SFO to try and make the flight. The Hawaiian Airlines agent at SFO told me that my letter of prescription was fine & she also signed off on my health certificate. But I arrived too late to get on the flight I booked, but she said she would put me on tomorrow’s flight out and to come back with all of my docs & I should be good to go.
Tired & distressed, I came home. Then I received a phone call from Hawaiian Airlines stating that my letter of prescription was actually not valid and that I needed to state in the letter what my actual mental disability is. According to the Hawaiian Airlines website & the requirements set forth by the Department of Transportation, the letter of prescription only needs to state that I have a mental disability recognized by the Diagnostic and Statistical Manual of Mental Disorders, 5^th Edition, (DSM V), & that an emotional support animal is prescribed to me & should be allowed to accompany me in the cabin of the aircraft. Nowhere does it say that I need to disclose what my mental disability is. I raised this with her & she said she would check with her supervisor and call me back.
2 hours later, I still did not receive a phone call. I call Hawaiian Airlines again to check the status. The agent informed me that my flight reservation was CANCELLED! When I asked why, they merely stated it was because I did not have the proper letter of prescription. I then asked to be re-​booked on the flight that I was supposed to be on. Agent said I would need to pay a $ 200 fee to get back onto the flight even though I was not the one that canceled the fight in the first place. The agent could not do anything about it so I just agreed to pay the fee in order to get back on the flight. I scrambled to get a revised letter from my mental health professional stating what my mental disability is even though this is not a requirement according to the Department of Transportation and is actually a complete violation of privacy! Hopefully this letter gets accepted by the airline when I check in tomorrow morning!
I was originally supposed to leave the bay & arrive in Hawaii on SUNDAY!!! However, due to the lack of knowledge on behalf of several Hawaiian Airlines agents in regards to the requirements of traveling with emotional support animals, I have incurred additional expenses, wasted my freaking time and effort, and I have still yet to be able to fly out!

Cancelled my flight, wouldn’t rebook via phone, had to go to airport and THEN charged me luggage fees. Attitude of check in staff. Unbelievable, was my first and last time flying them all in one trip.

Not as cramped as United for their Hawaiian destination but this was quite uncomfortable. Seats were ok BUT hard to know that the earphone plug is on the armrest. Seats don’t really move smoothly when adjusting the position. Touch screen needs to be pressed super hard to navigate to desired spot.
The meals are unpleasant to look at and quite hard to eat w/​the exception of the prepackaged chocolate treat and of course, the water. Can’t mess up on fruit either. So I guess my grievance is w/​the breakfast sandwich.
Everything is for sale, even water particularly when you’re parched and wondering if they’re ever going to get on w/​beverage service. I was seriously contemplating buying water because I didn’t want to wait any longer.
Rocky, rocky landing had me almost vomiting.

Three different carriers within a month and a half, Hawaiian air ranks número uno! everything about my travel was fantastic. Boarding was orderly and rather quick. Deplaning on the other end quicker.
It was a new and spacious aircraft with plenty of room for luggage, overhead. the crew was friendly and pleasant. it felt like Hawaii going to and coming from. What surprised me the most was a healthy breakfast was served.

OMG! Hawaiian airlines was great. Our flight to San Fran and back was comfortable (we had comfort plus seats) and the flight attendants were pleasant. The food was ok, but it wasn’t bad. Hawaiian air is one of the few airlines that provide complementary meals. We were offered a complementary beverage at the beginning of our flight, with our meal and even after our meal. Last time I flew on United I brought my own food because they no longer provide complementary meals.
I have to also acknowledge the check in staff at HNL airport and at SF airport. They were very friendly and pleasant. Keep up the good work!

Booked an award business class flight, because AA has terrible award availability to/​from Asia. (ICN to HNL to LAX) After booking (of course), I called them up and made my meal request, to the shocking «we don’t do special meals.» My wife is vegetarian and they responded «you’re welcome to bring your own food on board.»
Seriously, on a flight with 2 meals, you want me to bring both my meals? I decided to write to their HQ and fully explain the situation, and the response was «if the complementary meals do not meet your requirements, you are welcome to bring your own.» They wouldn’t even escalate it for internal discussion with management. (That’s technically all I asked.)
Ok, you can call it ‘complementary’ when it’s a domestic ticket in economy class. I’m shocked that they think they’re doing me a solid by giving a business-​class passenger a meal. I’m not even complaining about the lack of lie-​flat seats on 10+ hour flights — this is «we let our customers starve and/​or eat old food.»
One star for not understanding the competitive aviation landscape. Fly someone else.

Been flying Hawaiian Thirty Plus Years! First Class
SFO To Honolulu.
Planes are a mess now with broken seats broken
food trays etc. Dirty planes! Seems all they care about is getting
more routes and forgetting about the customer.
No Aloha Spirit!
Food is trash now! Overall bad experience
I worry if things are broken in cabin what about rest
of aircraft? Scary! I will not fly again with these
bandits !