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- Baggage
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- Reservations, Travel & Check-In
- HawaiianMiles
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- Log In Problems
- Wedding Wings
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What is the new checked bag policy?
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Our checked bag policy has changed.
For continental U.S. – Hawaii itineraries: For tickets issued on/after January 21, 2010: Checked baggage fees paid at the airport will be $25 for first checked bag and $35 for a second checked bag. Customers pre-paying for bags at check-in, on HawaiianAirlines.com will pay $23 for the first checked bag and $32 for the second checked bag.
For tickets issued prior to January 21, 2010: Checked bag fees paid at the airport will be $20 each way and the second checked bag fee is $30 each way. Pre-paying bags at check-in on HawaiianAirlines.com will pay $15 for the first checked bag and $25 for the second checked bag.
For tickets issued prior to August 4, 2009: The first checked bag fee is $15 each way and the second checked bag fee is $25 each way.
For interisland itineraries: Effective for tickets purchased on/after September 14, 2009 for travel commencing on/after September 14, 2009, the first checked bag fee will be $10. There is a $17 fee each way for a second checked bag. The first checked bag is free for tickets purchased prior to September 14, 2009.
More Information |
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What are your restrictions for Carry-on baggage?
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Each ticketed passenger is currently limited to one piece of carry-on baggage and one personal item.
You may check your stroller or car seat at the gate. However, jogging strollers must be checked in at the ticket counter and may not be gate-checked. Car seats, bassinets, infant carrying seats, or strollers are all accepted as checked baggage at no charge when passenger is accompanying child or infant. (There is no separate baggage allowance for infants held in a passenger's lap.) When in excess of the 2 piece baggage allowance, the passenger will be charged for the excess piece (car seat, bassinet, infant carrying seat, or stroller).
These items may be carried on the aircraft as your one-piece of carry-on baggage allowance, provided the item can properly fit in the overhead compartment or stowed beneath the seat in front of you. In addition to the one-piece carry-on baggage allowance, you may also carry on one personal item such as a purse, briefcase, laptop computer, backpack or similar item.
When flights are full, HA reserves the right to stow Carry-On Baggage in the cargo compartment of the aircraft. Carry-on baggage may be limited further by aircraft type or storage availability.
Hawaiian Airlines operates the B767 aircraft between Hawaii and the mainland/South Pacific and B717 aircraft for interisland travel. Your carry on baggage should be no more than 45 linear inches, or 9"x14"x22" (H+W+L), and weight no more than 25 pounds.
The following items are not included as part of the carry on baggage limit.
- a handbag or pocketbook
- an overcoat or wrap
- a foot rug
- an umbrella or walking stick
- a camera and/or a pair of binoculars
- a reasonable amount of reading matter for the flight
- an infant's food for consumption enroute
- a collapsible wheelchair and/or crutches and/or braces or other prosthetic device on the same flight with passenger dependent on the device.
Your primary storage area is the space under the seat in front of you. The overhead compartments are on a first come, first serve basis and are for all passengers. If your carry on item is unable to be safely stored under the seat in front of you or in the overhead compartment, or if all storage areas are full, you may be asked to check in your baggage for pick-up upon your arrival.
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What are your restrictions for Checked baggage?
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Free Baggage Allowance:
There is a charge for those pieces which are considered "excess" baggage. For Travel within the State of Hawaii:Where tickets are issued on/after September 14, 2009 for travel commencing on/after September 14, 2009:
| Checked Bag |
Per Piece Charge (Each way) |
| First |
USD $10.00 |
| Second |
USD $17.00 |
| Third or any additional |
USD $25.00 | Where tickets are issued prior to July 8, 2008:
| Checked Bag |
Per Piece Charge (Each way) |
| First |
Free of Charge |
| Second |
Free of Charge |
| Third or any additional |
USD $25.00 | Where Tickets are issued on/after July 8, 2008:
| Checked Bag |
Per Piece Charge (Each way) |
| First |
Free of Charge |
| Second |
USD $17.00 |
| Third or any additional |
USD $25.00 | For travel within the Continental USA or between the Continental USA and Hawaii:Where tickets are issued on/after January 21, 2010:
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Pre-paid at HawaiianAirlines.com |
Baggage fees paid at the Airport |
| Checked Bag |
Per Piece Charge (Each way) |
Per Piece Charge (Each way) |
| First |
USD $23.00 |
USD $25.00 |
| Second |
USD $32.00 |
USD $35.00 |
| Third - Sixth |
USD $125.00 |
USD $125.00 |
| Seventh or any additional |
USD $200.00 |
USD $200.00 | Where tickets are issued prior to January 21, 2010:
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Pre-paid at HawaiianAirlines.com |
Baggage fees paid at the Airport |
| Checked Bag |
Per Piece Charge (Each way) |
Per Piece Charge (Each way) |
| First |
USD $15.00 |
USD $20.00 |
| Second |
USD $25.00 |
USD $30.00 |
| Third - Sixth |
USD $125.00 |
USD $125.00 |
| Seventh or any additional |
USD $200.00 |
USD $200.00 | Where tickets are issued prior to August 4, 2009:
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Pre-paid at HawaiianAirlines.com |
Baggage fees paid at the Airport |
| Checked Bag |
Per Piece Charge (Each way) |
Per Piece Charge (Each way) |
| First |
USD $15.00 |
USD $15.00 |
| Second |
USD $25.00 |
USD $25.00 |
| Third - Sixth |
USD $100.00 |
USD $100.00 |
| Seventh or any additional |
USD $200.00 |
USD $200.00 | For Travel between Hawaii and Pago Pago, Papeete and Sydney:The free baggage allowance is two pieces per passenger:
| Checked Bag |
Per Piece Charge (Each way) |
| First |
Free of Charge |
| Second |
Free of Charge |
| Third-Fifth |
USD $80.00 for each excess piece |
| Sixth-Eighth |
USD $105.00 for each excess piece |
| Ninth or any additional |
USD $180.00 for each excess piece | For Travel between the Continental U.S. and Pago Pago, Papeete and Sydney:The free baggage allowance is two pieces per passenger:
| Checked Pieces |
Charge |
| First |
Free of Charge |
| Second |
Free of Charge |
| Third-Fifth |
USD $105.00 for each excess piece |
| Sixth-Eighth |
USD $130.00 for each excess piece |
| Ninth or any additional |
USD $205.00 | For Travel from Hawaii to Manila:
| Checked Pieces |
Charge |
| First |
Free of Charge |
| Second |
Free of Charge |
| Third or any additional |
USD $125.00 | For Travel from the Continental U.S. to Manila:
| Checked Pieces |
Charge |
| First |
Free of Charge |
| Second |
Free of Charge |
| Third or any additional |
USD $150.00 |
For Travel from Manila to points within the State of Hawaii:
For travel December 16-January 31 / March 16-May 31 / August 01-August 31:
| Checked Pieces |
Charge |
| First |
Free of Charge |
| Second |
Free of Charge |
| Third-Fifth |
PHP 7000 |
| Sixth-Eighth |
PHP 7800 |
| Ninth or any additional |
PHP 10800 |
For Travel from Manila to points within the State of Hawaii:
For travel February 01-March 15 / June 01-July 31 / September 01-December 15:
| Checked Pieces |
Charge |
| First |
Free of Charge |
| Second |
Free of Charge |
| Third-Fifth |
PHP 5300 |
| Sixth-Eighth |
PHP 6100 |
| Ninth or any additional |
PHP 9100 | For Travel from Manila to the Continental U.S.:
For travel December 26-January 31 / March 16-May 31 / August 01-August 31:
| Checked Pieces |
Charge |
| First |
Free of Charge |
| Second |
Free of Charge |
| Third-Fifth |
PHP 8400 |
| Sixth-Eighth |
PHP 9500 |
| Ninth or any additional |
PHP 12500 |
For Travel from Manila to the Continental U.S.:
For travel February 01-March 15 / June 01-July 31 / September 01-December 25:
| Checked Pieces |
Charge |
| First |
Free of Charge |
| Second |
Free of Charge |
| Third-Fifth |
PHP 6500 |
| Sixth-Eighth |
PHP 7500 |
| Ninth or any additional |
PHP 10500 |
NOTE: Excess pieces will be accepted on space available basis only. HA is not responsible for ground delivery at point to where excess piece(s) is/are checked.
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What is considered "Oversized" baggage and what are your fees?
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OVERSIZE BAGGAGE
"Oversized" baggage is defined as a bag whose maximum outside linear dimensions (L+W+H) exceed 62 inches but not more than 80 inches and weighs not more than 50 pounds.
The charge for an oversized bag may depend on what you are transporting. Please check our Contract of Carriage for specific information on charges for special items. OVERWEIGHT BAGGAGE
If the bag weighs more than 50 lbs but less than 70 lbs., there is a $50 charge. Hawaiian will not accept any baggage which weighs more than 70lbs.
Excess pieces are accepted on space available basis only, and Hawaiian Airlines is not responsible for ground delivery at point to where excess piece(s) is checked.
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How do I report lost/damaged baggage?
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Hawaiian Airlines' Baggage Service office at the respective airports handle all checked baggage claims or items taken away from passenger on the aircraft for which a claims tag is issued. A Baggage Irregularity Report (BIR) is required to be completed in writing by the passenger upon arrival or within 4 hours of flight arrival at the Baggage Service counter for any delayed, lost, or damaged checked baggage. Baggage Tracers are sent to all HA baggage service locations, as well as other airline baggage service locations involved in the passenger’s itinerary. This information is then entered into the system for tracking purposes and creates a permanent record for the claim. For damage claims, the damaged article(s) are required to be inspected by Hawaiian personnel at the time the claim is made.
Claims Department
Oahu: 835-3314
Toll-free: 866-389-6654
Fax: 808-835-3466
M-F 8:00 a.m. to 4:30 p.m. HST
Whether your travel is only on Hawaiian or includes other carriers, the last carrier which transported you to your final destination is responsible to process the claim to its resolution. |
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Do you have a list of items that may/may not be brought onboard the aircraft (e.g. lithium batteries, liquids, medication)?
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The Transportation Security Administration (TSA) provides travel tips on the TSA web site, www.tsa.gov. Look there prior to each trip to find information and advisories regarding:
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What are the age restrictions for children traveling alone?
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Hawaiian Airlines designates children from ages 5-14 as unaccompanied minors when traveling without a companion of at least 18 years of age in the same cabin. This could also include children ages 15 and older traveling alone and for whom the parent or guardian requests special supervision. For interisland flights, children ages 5-11 are considered unaccompanied minors if not traveling with an adult 16 years of age or older.
Unaccompanied minors:
Under 5 years of age are not accepted
Ages 5-7 years are accepted for nonstop and direct flights only
Ages 8-11 accepted for nonstop, direct and connecting Hawaiian Airlines flights for travel wholly within Hawaii.
Ages 8-14 accepted for nonstop, direct and connecting Hawaiian Airlines flights for travel between the mainland USA and Hawaii.
IMPORTANT: Travel for unaccompanied minors of any age will not be allowed on a Hawaiian Airlines flight departing between the hours of 9:00 p.m. and 5:00 a.m. unless travel is on flights operating out of Honolulu which are the only flight of the day. Unaccompanied Minors will not be accepted for travel on the last connecting flight of the day to their final destination. In addition, Unaccompanied Minors are not accepted on flights to/from international destinations or to American Samoa, or which require an overnight stay in order to make a connection. Unaccompanied Minors are not accepted on any code share flights. The maximum ground time between connecting flights for Unaccompanied Minors is two (2) hours. |
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What are the unaccompanied minor fees?
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Children traveling unaccompanied pay a full adult fare. An additional service charge is collected to cover extra handling required when an unaccompanied child travels. Please confirm this charge when placing your reservation. You must call our Reservations upon booking reservations for your child to provide all necessary contact information. Failure to contact our Reservations may result in denied boarding of your child. $35.00 one-way for interisland flights
$100.00 one-way for nonstop flights between the mainland USA and Hawaii
$100.00 one-way for connecting flights (HA only) between the mainland USA and Hawaii
The unaccompanied minor service charge must be paid at the time of check-in at the airport ticket counter. The adult must fill out forms including contact information for the receiving adult.
The parent or guardian must accompany the child to the gate for a departing flight and pick up the child at the gate upon arrival. Please ask a ticket agent for a special pass so that you can accompany or meet your child. |
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My infant will be 23 months when we depart but 24 months when we return. Can he/she still travel free?
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You will need to need to purchase a one-way ticket for your infant on your return flight. |
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Can I check my stroller/car seat at the gate?
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Yes, you may check your stroller or car seat at the gate. Car seats, infant carrying seats, or strollers (except for jogging strollers) are all accepted as check-in baggage free of charge when checked in by accompanying ticketed adult passenger. There is no baggage allowance for infants held in a passenger's lap.
These items may be carried on the aircraft as part of their carry-on baggage allowance provided the item can properly fit in the overhead compartment or stowed beneath the seat in front, and if in compliance with size/weight restrictions for carry-on baggage. |
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Why can't I select seats when making my reservation on-line?
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Pre-reserved seats are limited by differences in aircraft seating configurations and seats with qualifications such as emergency exit rows. The common seats alike on all aircraft are the seats offered for pre-assignment.
Within 24 hours of departure, additional seats become available when the actual aircraft is assigned to a specific flight and the seat configuration is finalized. Pre-assigned seat availability should not be confused with your confirmation of a seat aboard the flight.
Hawaiian Airlines will do all possible to provide passengers with their preferred seating. It is also our policy to seat children under the age of 12 with an accompanying adult. |
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Why am I not allowed to use Web Check-In?
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Web Check-In is available to all Hawaiian Airlines E-Ticket customers traveling on Inter Island and Trans Pacific (mainland) flights. However, there are a few situations which may prevent passengers from using web check-in (due to special services, special requirements, or special handling). These passengers will be required to see an agent to check-in.
If you are holding a paper ticket, you will need to check-in with a Hawaiian Airlines agent at the airport. Web Check-In is only available to customers holding valid Hawaiian Airlines E-Tickets.
IMPORTANT: Web Check-in is not available for International destinations. |
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How can I make a change to my current reservation?
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You have two options to change your current reservation:
Online at Hawaiianair.com However, reservations held over the phone cannot be purchased online. Please call our Reservations Department to purchase.
Call Reservations DepartmentYou may also call our Reservations department on the phone to make changes to an existing reservation. U.S. & Canada Reservations:
Daily Hours: 5:00 a.m. - 9:00 p.m. Hawaii Standard Time (HST)
Toll-Free: 1-800-367-5320
Fees and restrictions may apply. Changes cannot be made to held reservations. |
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How can I get a refund for my unused ticket?
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Tickets purchased on line are non-refundable except in cases of death. There is a $100 service charge per person for refunds of Transpacific tickets and a $25 service charge per person for refunds of interisland tickets. To request a refund, please send a copy of the itinerary, death certificate and proof of relation to:
Hawaiian Airlines Consumer Affairs Office
PO Box 30008
Honolulu, HI 96820
Fax: 808-838-6777
*Immediate family members include:
SPOUSE
CHILDREN/ADOPTED CHILDREN
SONS-IN-LAW/DAUGHTERS-IN-LAW
BROTHER-IN-LAW/SISTER-IN-LAW
MOTHERS-IN-LAW/FATHERS-IN-LAW
GRANDPARENTS
GRANDCHILDREN
BROTHER/SISTER
MOTHERS/FATHERS
STEPMOTHER/STEPFATHER
STEPDAUGHTER/STEPSON
STEPSISTER/STEPBROTHER
STEP-GRANDPARENTS
STEP-GRANDCHILDREN
*Documents showing proof of relation could be a birth certificate or obituary stating relation to the deceased. |
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Do you offer special meals?
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Hawaiian Airlines no longer offers special meals or children's meals. However, you are welcome to bring your own meals on board if our normal meals do not meet your dietary needs. |
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How do I request special services like a wheelchair or oxygen?
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How do I find out about all other rules and policies of Hawaiian Airlines?
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A purchased ticket is a binding agreement between the customer and Hawaiian Airlines. Please view our Contract of Carriage to access these rules, including minimum check-in times, baggage liability, and handling of flight disruptions. |
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I do not live in the United States. Why is your system not accepting my credit card?
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Hawaiian Airlines is unable to accept credit cards with foreign billing addresses, except from Australia and Canada. |
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What time do I have to be at the airport to check-in?
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Can we use cash on-board to purchase items in flight?
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All Hawaiian Airlines flights are cashless. Inflight purchases, such as headsets or drinks, can be made using your debit or credit card. |
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What coverage is included with Travel Insurance?
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How can I receive credit for a flight that I took 120 days ago?
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If you would like to request mileage credit for a previous flight, please use our Retroactive Mileage request form. Please click on the link below or click on “Retroactive Flight Miles” under the HawaiianMiles tab at the top of the page. |
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Can I pool miles if I don't have a Hawaiian Airlines Visa Credit Card?
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In order to Pool Miles, the recipient of miles must have an active Hawaiian Airlines Credit or Check card (primary cardholder only), and valid email in their HawaiianMiles account information.
The giving party must log into My HawaiianMiles using their membership number and password. Once logged in, click on "Pool Miles" listed under "Account Maintenance" and follow the instructions.
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How do I update my contact information?
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If you are able to access your account online, please login and click on the “Update Email/Account Info” link on the right-hand side of the screen.
If you are unable to access your account online, please call our HawaiianMiles Service Center for further assistance. An agent will need to verify some information with you before processing your request. HawaiianMiles Service Center:
Monday-Friday Hours: 8:00 a.m. - 4:00 p.m. HST
U.S. Mainland, Canada and Neighbor Islands:
toll-free 1-877-HA-MILES (426-4537)
Fax: 808-838-6735 |
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How do I use a Transportation Credit Order (TCO) or Transportation Voucher?
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1. Start the Reservation process and complete the purchase of the reservation. A six letter confirmation code will be displayed when the reservation is completed properly. 2. Save and Print your itinerary. 3. Send your TCO with your six-letter confirmation code to our Rate Desk Department via registered or certified mail. Upon receipt, the card used will be refunded accordingly. Please send TCO to:
Rate Desk Department
PO Box 30008
Honolulu, HI 96820
TCO Terms & conditions:
- Not applicable to vacation packages or cruise vacations.
- Not applicable towards code share routes/flights that are operated by a carrier other than Hawaiian Airlines.
- TCO credit will be applied to credit card used to purchase the ticket.
- Once received and process, credit back to credit card may take up to 3 weeks.
- TCO must be received by HA no later than 2 days prior to departure.
- Person named on the TCO must be the traveler.
- Other restrictions apply.
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How do I use a Travel Discount Coupon or TDC?
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1. Start the Reservation process and complete the purchase of the reservation. A six letter confirmation code will be displayed when the reservation is completed properly. 2. Save and Print your itinerary. 3. Call our Web Support Center to complete the TDC redemption process. Please do not email. Our Web Support Center will validate the discount amount and provide instructions to send in the TDC to receive a refund. TDC Terms & conditions:
- Not applicable to vacation packages or cruise vacations.
- Not applicable towards code share routes/flights that are operated by a carrier other than Hawaiian Airlines.
- Only one TDC can be used per passenger.
- TDC credit will be applied to credit card used to purchase the ticket.
- TDC must be received by HA within 48 hours of departure.
- Other restrictions apply.
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How do I redeem an E Certificate?
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1. Log into your HawaiianMiles Account
2. Review the E Certificates that are available, and review the appropriate Terms & Conditions
3. Click on the "Make Flight Reservation" button
4. Enter your travel dates and routes and click on the "Search for Flights" button.
NOTE: The Multi-City option is not available for use with an E Certificate. E Certificate discounts may not be applied to Multi-City reservations. If you wish to book a Multi-City reservation, click on the "Reservations" tab at the top of the screen and then select "Make Your Reservations"
5. The following page will display a grid of flights and fares available (The HawaiianFare$hopper).
6. If you have several E Certificates available, you must select the appropriate E Certificate by clicking on the tab with the appropriate E Certificate number. The tab(s) are located near the "HawaiianFare$hopper" logo near the top of the screen, beneath the words "Select Flights". The tabs are identified with the applicable discount and the E Certificate number.
NOTE: Only E Certificates applicable to the routes and dates selected will be displayed.
7. Once you have selected the appropriate tab, the HawaiianFare$hopper will refresh and display the discounted fare with the original fare crossed out.
8. Make a selection according to your flight preference and then click on the "Continue Reservation" button.
9. The "Passengers" page will be displayed next. The fare displayed on the Passengers page will contain the appropriate discount and all applicable taxes, fees, and fare restrictions.
10. Enter all appropriate information, and continue the reservation process.
IMPORTANT: Please enter the legal name for all passengers (Name on the reservation should match the name on a government-issued photo ID.)
11. For a successfully held or purchased reservation, the system will provide you with a six-letter confirmation code.
IMPORTANT:
These instructions do not apply to E Certificates which have an associated "Redemption Code".
E Certificates may not be applied to a previously held or purchased reservation.
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How do I request a new temporary password?
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You may request your Password by one of two ways:
Option 1 - You may retrieve you password online by using the following link. If you are unable to retrieve your password using this option, please use option 2.
Option 2 - Call the Web Support Center and request that your Password be emailed to you.
The password will be emailed to the address stored in your HawaiianMiles account. Please verify the email address it will be sent to along with the proper spelling.
Please do not request your password via email, for security purposes we do not process email requests for passwords.
NOTE: The Web Support Center is only able to email your password to the email address stored in your HawaiianMiles account. If you need to update your email address, please call our HawaiianMiles Service Center. |
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I don’t have a password, how do I create a password?
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To create a password to access your HawaiianMiles account on-line please call our HawaiianMiles Service Center for further assistance. An agent will need to verify some information with you before processing your request.
HawaiianMiles Service Center:
Monday-Friday Hours: 8:00 a.m. - 4:00 p.m. HST
U.S. Mainland, Canada and Neighbor Islands:
toll-free 1-877-HA-MILES (426-4537)
Please do not request your password via email, for security purposes we do not process email requests for passwords. |
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I don’t remember my HawaiianMiles account number, how do I get my number?
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To obtain your existing HawaiianMiles account number and to receive a replacement card please call the HawaiianMiles Service Center. The following link contains the contact information for our service center.
Please call the HawaiianMiles Service Center as we do not process requests for HawaiianMiles account numbers via email. An agent will need to verify some information with you and process your request manually. |
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I am having problems accessing my account, can someone help me?
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Please contact our Web Support Center if you require assistance logging into your account. |
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I requested a temporary password, but I have not received it. Where is my temporary password?
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If you have requested a Password, and have not received it, please verify the email address stored in your HawaiianMiles account by calling our HawaiianMiles Service Center.
HawaiianMiles Service Center:
Monday-Friday Hours: 8:00 a.m. - 4:00 p.m. HST
U.S. Mainland, Canada and Neighbor Islands:
toll-free 1-877-HA-MILES (426-4537)
Fax: 808-838-6735
IMPORTANT: Please call our HawaiianMiles Service Center, as we do not process this type of request via email.
After verifying your email address, please ensure that any email filtering software is disabled or that your software is configured to accept all emails from the domain HawaiianAir.com.
If you require assistance setting up your email filtering software to receive our emails, please contact the software manufacturer.
NOTE: AOL, Comcast, and Earthlink email accounts are set, by default, to block our emails. Please contact your email provider for more information on how to receive our emails. |
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I registered online, but I haven’t received my star file #.
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Please allow 5 to 7 business days for processing. If it has been more than 7 business days, please contact the Wedding Wings Coordinator. |
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I already purchased tickets before learning about Wedding Wings. Am I still eligible for the discount?
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We cannot retroactively apply the Wedding Wings discount to tickets that have already been purchased, but you can register for the program so that the Wedding Wings discount can be offered to your guests still needing reservations. Unfortunately, there are no exceptions to this policy once tickets have been issued. |
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Can I book a multi-city reservation through the Wedding Wings Program?
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Yes. However, multi-city reservations are not eligible for the Wedding Wings Discount. |
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How do I know if 40 guests have booked?
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You will receive an email confirmation (to the email address provided at the time of registration) when your guests make their reservations using your star file #. Record each reservation on your Upgrade Request Form to track the number of guests ticketed via your Wedding Wings booking portal. Wedding Wings Coordinator is unable to track and provide customer reservation information. |
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Since 40 reservations qualify for a one-way upgrade, do 80 reservations qualify for a roundtrip upgrade?
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No. The award is ONLY for a one-way upgrade (for two passengers), regardless of the number of tickets purchased over and beyond the (40) minimum. |
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Can I use the complimentary first-class upgrade award for my honeymoon to Sydney or Papeete?
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No, the upgrade is only applicable to flights between the mainland U.S. and Hawaii. Also, the upgraded flight is only valid for the same flight route purchased by your guests booking through the program.
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