Our Customer Service Commitment
Hawaiian Airlines, Inc. is committed to delivering superior service by making air travel an easy and positive experience for every customer. Our passengers' comfort is of utmost importance to us, second only to our concern for their safety. Since 1929, our company has built an unmatched reputation for safety and hospitality.
In 1999, the Air Transport Association (ATA) and its member carriers developed CUSTOMER FIRST, an Airline Customer Service Commitment. Hawaiian Airlines' commitment to participate in this program and strive to further improve our service demonstrates our ongoing dedication and focus on improving air travel.
All of our employees receive training so that the commitments contained in this Customer First service plan are implemented in a manner that reflects Hawaiian's commitment to serving our customers at levels set forth in this plan. Our Customer First training plan covers customer service skills, job-specific technical skills, service recovery skills and aligning service standards and expectations with our company vision, values and critical success factors.
Implementing our pledge to provide service to our passengers beyond common carrier duties and consistent with our policy of putting the customer first, Hawaiian Airlines sets forth the following commitments to our customers:
Hawaiian Airlines is dedicated to keeping passengers informed, to responding to issues raised by our customers and to resolving those issues expediently. It is Hawaiian Airlines' goal to respond substantively to complaints within thirty (30) business days of receipt.
For more information, contact Hawaiian Airlines Customer Advocate.
So that we may effectively meet these goals, we request that customers notify Hawaiian Airlines airport staff within four (4) hours after flight arrival of any baggage damage or loss claim arising from transportation on any of our flights. This notification is required to document the claim and to take immediate steps toward researching and resolving the claim. Our Contract of Carriage requires written notice of a claim within thirty (30) days of a flight if the claim does not involve personal injury or death. Claims for overcharges must be made within one (1) year of the ticket issue date.
Hawaiian Airlines' Reservations Department will offer, based on the information provided by the customer, the lowest available published fare for which the customer is eligible. Our agents will work with our customers to offer the lowest fare available for the itinerary planned (date of travel, class and flight, etc).
Hawaiian Airlines recommends planning in advance. The lowest fares often require a purchase seven (7), fourteen (14), or twenty-one (21) days prior to departure, although at times low fares are offered which may require only a three (3) day advance purchase or no advance purchase. If customers plan in advance, there is a greater likelihood that low fare seats will be available on their preferred flights. The lowest fares are often nonrefundable and may require roundtrip travel and/or travel which requires return to the city of origin. Some low fares are offered based on the day of the week or the time of day or may have other restrictions.
Customers will be allowed to hold Transpacific reservations without purchase for forty-eight (48) hours guaranteed at the price quoted by Hawaiian Airlines over the telephone and will be allowed to cancel unticketed reservations for any reason, including finding lower fares through other outlets or carriers. Hawaiian Airlines reserves the right to cancel reservations that remain unticketed after forty-eight (48) hours.
Hawaiian Airlines reserves the right to cancel any itinerary remaining on a trip for which a flight coupon is not used in the sequence ticketed, unless the passenger notifies Hawaiian Airlines of the change of plans before the scheduled departure of the flight segment not used. In those cases where we are informed in advance, and the ticket allows such cancellation, Hawaiian Airlines will make the necessary changes subject to any applicable fees.
Hawaiian Airlines will issue refunds for eligible tickets within seven (7) business days for all credit card sales and within twenty (20) business days for cash sales, upon receipt of request and required documentation. Partially used or lost tickets may be refundable, subject to terms of our Contract of Carriage.
Hawaiian Airlines will disclose to the passenger the specific routing, any change in aircraft type, or operator on a code-shared flight bearing the same Hawaiian Airlines flight number for which flight information is requested or a reservation is made. To the extent Hawaiian Airlines has the information available at the time of the customer inquiry, we will provide the same information for any other air carrier on which Hawaiian Airlines makes a reservation or issues tickets.
The rules and regulations relating to membership in Hawaiian Airlines Premier Club and HawaiianMiles frequent flyer program are provided to all members and are available at all times upon request. Annual redemption reports are available upon request to all HawaiianMiles members who have accumulated benefits within the preceding two (2) years.
Upon request, Hawaiian Airlines will provide information on our on-time performance and aircraft-seating configuration, including seat size and pitch, for any flight.
Hawaiian Airlines is dedicated to making our services available to everyone, subject to applicable laws and governmental restrictions.
Between the Continental USA and Hawaii: Children under 15 years of age who are not accompanied on the same flight and in the same compartment by a passenger 18 years of age or over are not accepted for transportation.
For travel wholly within the State of Hawaii: Children under 12 years of age who are not accompanied on the same flight and in the same compartment by a passenger 16 years of age or over are not accepted for transportation for travel.
Unaccompanied Children must be brought to the airport by a parent, guardian or responsible adult who shall stay with the child until enplanement and furnish evidence to Hawaiian Airlines that the child will be met by a parent, guardian or designated adult at the destination upon deplanement. Hawaiian Airlines will escort the unaccompanied child from the boarding of the aircraft until the child is met at the destination. Hawaiian Airlines requires identification and signature of the person meeting the unaccompanied child. Service charges and certain restrictions may apply.
Hawaiian Airlines fully complies with the Air Carrier Access Act of 1986, as amended, and Part 382 of the Department of Transportation Air Carrier Regulations. The purpose of the ACAA is to ensure that you cannot be discriminated against, when traveling on an airline, solely because of your disability. Hawaiian Airlines provides many services to assist our .
Hawaiian Airlines welcomes service animals to accompany persons with a disability. There is no charge for the transportation of a service animal, and they may travel in any seat in the aircraft, as long as the animal does not obstruct an aisle or other area that must remain unobstructed in order to facilitate an emergency evacuation.
It is Hawaiian Airlines' policy to treat all customers with fairness and consistency. Upon any customer's request, Hawaiian Airlines employees will disclose our specific policies for handling oversold flights and will disclose whether or not the customer's flight is oversold, provided that information is available to the employee. Whenever it becomes necessary to deny boarding to a customer due to oversales, we will make every effort to remedy the customer's inconvenience, including but not limited to soliciting other passengers to release their seats in exchange for suitable compensation.
Hawaiian Airlines requires that all passengers check-in no later than 45 minutes prior to scheduled departure and be at the gate for boarding no later than fifteen (15) minutes prior to scheduled departure. If passenger is not at the gate for boarding fifteen (15) minutes prior to the scheduled departure time, Hawaiian Airlines reserves the right to re-assign the seat to another passenger or to cancel the passenger's reservations and assign available seats to other customers.
We will notify our passengers in either the airport or on board our aircraft of any flight delays, cancellations or diversions as soon as any decision to make such a change is confirmed. In addition, Hawaiian Airlines employees will update passengers at minimum every twenty (20) minutes on the status of their flight, giving the estimated time of departure or the time when further information will be available. Hawaiian Airlines will ensure that employees responsible for providing information to customers have access to the latest information during irregular operations. If a flight is canceled we will use our best efforts to re-route our passengers on the next available flight, subject to the conditions stated in our Contract of Carriage and to the existence of participating interline ticketing agreements. For passengers delayed more than four (4) hours between the hours from 10:00 p.m. to 6:00 a.m. local time, Hawaiian Airlines will provide our passengers lodging, meals, local transportation and a phone call, subject to restrictions set forth in our Contract of Carriage.
Hawaiian Airlines will make every effort to provide food, water, restroom facilities and access to medical treatment for passengers on board an aircraft that is on the ground for an extended period of time with no access to a gate, consistent with passenger and employee safety. Hawaiian Airlines has prepared contingency plans addressing such circumstances for each of its destinations. To the greatest extent possible, consistent with our contingency plans, Hawaiian Airlines will work with other carriers and airport authorities to share facilities and make gates available.
It is our goal to locate and return lost baggage to the owner within twenty-four (24) hours of the owner's arrival at their final destination. Hawaiian Airlines will make every effort to ascertain ownership and locate the owner for any unclaimed checked baggage.
We recommend all passengers attach their name, address and telephone number on the outside and inside of each piece of checked baggage. For protection of all passengers, baggage is subject to inspection. Medication, cameras, jewelry, travel documents, keys, and other important personal items should be in the passenger's possession and should not be placed in checked baggage.
Hawaiian Airlines, as a member of the Air Transport Association, increased the domestic baggage liability limits for lost or damaged luggage to US $3,300 per customer, the amount now set by regulation issued by the United State Department of Transportation.
For international flights travel (including domestic portions of international travel) to which the Montreal Convention applies, liability is limited to 1,131 Special Drawing Rights (SDRs) per passenger regardless of the number of bags a passenger may check. Exchange rates are available at IMF.org.
Hawaiian Airlines works closely with its partners to coordinate customer service policies and procedures. Hawaiian Airlines has reviewed the customer service plans of each of its code share partners to ensure comparable standard service levels and commitments. Hawaiian Airlines will assist customers in contacting these partners to resolve issues that arise as a result of travel on Hawaiian Airlines through code-sharing arrangements.
Hawaiian Airlines Code Share Partner's Contract of Carriage
For more detailed information on Hawaiian Airlines customer service policies and procedures, ask any employee for a copy of our Contract of Carriage.
For specific information on Honolulu International Airport including terminal and baggage claim areas, administration offices, restaurants and visitor information, go to: www.state.hi.us/dot/airports/index.htm.