As a U.S. Domestic carrier, Hawaiian Airlines fully complies with the Air Carrier Access Act (ACAA). For additional information, you may request a copy at any Hawaiian Airlines airport location, city ticket offices, through our Consumer Affairs office, or you may simply print a copy of the U.S. Department of Transportation (DOT) regulations on Non Discrimination on the Basis of Disability in Air Travel (14 CFR part 382).
The purpose of the ACAA is to ensure that you cannot be discriminated against, when traveling on an airline, solely because of your disability.
If you encounter problems when traveling with us, feel free to ask our customer service personnel for a Complaint Resolution Official (CRO). Our CROs have been specially trained and are aware of applicable Federal Aviation Administration (FAA) and DOT disability regulations. They will be glad to respond to your concerns. Our CROs are available at all airport locations during our schedule flight service times.
The DOT has a toll free hotline to assist passengers with disabilities. Hawaiian Airlines is a participating carrier in the hotline. You may call the DOT hotline at 800-778-4838 (TTY 800-455-9880) to get assistance if you may have encountered any problems with your air travel experience. Please visit the DOT website for more information.
Visit the pages below to learn more about our services for persons with disabilities.
To make a reservation online, simply tell us what your requirements are.
To make a reservation by telephone, call our Reservations Center. When making your reservation, simply inform the Reservation Agent of your special needs. Our agents are trained to accommodate the special needs of our passengers. If you are not sure, ask them what assistance is available and inform them how your needs can best be met. In addition, let us know:
- If you need assistance to/from the ticket counter and departure gate.
- If you will be traveling with a service animal or assistive device.
- If you have a power wheelchair and, if so, what type of battery it uses at least 24 hours prior to your scheduled flight departure. To avoid any type of delay or potential damage to your wheelchair, please print and complete our Special Service Requirements and Wheelchair Assembly/Disassembly forms prior to departing for the airport so that you may give it to a Hawaiian Airlines representative.
You may wish to relay to the Reservations Agent if you are using a wheelchair:
- Can go up and down steps.
- Can walk to your assigned seat.
- Need Assistance boarding and/or deplaning the aircraft, and whether you will be traveling with a companion to assist you.
Other Information you may wish to relay to the Reservations Agent are:
- If you have a visual impairment.
- If you have a hearing impairment.
- If you have special seating requirement due to mobility needs or any other reason.
- If you are traveling with a Service Animal (Domestic Travel, International Travel)
- If you are traveling with an attendant and need adjacent seating or if an attendant or medical equipment service company will be meeting you.
- For travel between Pago Pago, American Samoa, and Honolulu, Hawaii, only, if you need Supplemental Medical Oxygen, or if someone you are making reservations for needs assistance because they are Traveling in a Stretcher
- Any other special requirement
If you will be traveling with or using your Personal Portable Oxygen Concentrator please be sure that you have a medical certificate which includes the oxygen flow required. There is no requirement to provide the medical certificate to us but we request that you carry it with you on board the aircraft.
*To make your oxygen reservations for Hawaiian Airlines, Call: Oxygen To Go: "Oxygen when and where you need it." For oxygen reservations: toll-free 866-694-0040; Email: info@oxygentogo.com
Oxygen To Go will help you through all the steps that are required for your oxygen--not only on board the aircraft but from your home to your destination and back.
At Oxygen To Go our sole focus is Oxygen for travel and the safety of you, your fellow passengers, and flight staff. How? We provide a device that can be used not just for the flight, but through out every moment of your travels. All devices are FAA approved and Hawaiian Airlines compliant.
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We will need at least 48 hours advance notice for the following requests:
- Supplemental medical oxygen (this service is available between Honolulu, Hawaii and Pago Pago, American Samoa only)
- Accommodation for travel in a stretcher (this service is available between Honolulu, Hawaii and Pago Pago, American Samoa only)
- Transport of your wheelchair or other assistive device that uses a gel cell or wet cell battery
- Reservations for a group of ten or more qualified individuals with a disability traveling as a group.
If advance notice or check-in requirements cannot be met, the services may still be provided if it can be done without delaying the flight.
Make sure:
- You verify the availability of a jet bridge or ramp lift for boarding accommodations at each airport in your itinerary.
- Ask us about the type of aircraft intended for the flights on your itinerary. Hawaiian Airlines operates an all-jet fleet, but our code share partners may utilize smaller aircraft to some cities. You should know what type of aircraft you will be flying on and if your particular flight can accommodate your special needs.
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Hawaiian Airlines will pre-assign a seat for you if you let us know at least 24 hours prior to your scheduled departure if you:
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Require assistance with a boarding chair to get to your seat and are unable to transfer over a fixed armrest
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Travel with a personal care attendant
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Travel with a service animal
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Have a fused or immobile leg
Anyone who self-identifies as having a special need other than one of the four listed above, and requests special seating accommodations, we will assign a seat as requested. However, if on the day of departure a qualified individual with a disability will need that seat, you may be asked to move.
You will need to travel with a personal care attendant if:
- You must be transported in a stretcher
- Because of a mental impairment, you are unable to understand or respond appropriately to safety instructions from Hawaiian Airlines personnel
- You have a mobility impairment so severe that you would be unable to assist in your own evacuation of the aircraft in the event of an emergency
- You have both severe hearing and severe vision impairments, if you cannot establish communication with or are unable to respond appropriately to a safety briefing or safety instructions from Hawaiian Airlines personnel
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If you advise Hawaiian Airlines that you fit into one of the above categories, you will be required to provide your own personal care attendants and the attendant must pay the fare applicable at the time of making a reservation.
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Hawaiian Airlines does not offer specials meals. If you have special dietary needs, please feel free to bring your own meals on board our flight. Please review TSA guidelines regarding the carriage of liquid prescription medication.
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Hawaiian Airlines recognizes that some people are allergic to peanuts or other nut products. Hawaiian Airlines does serve macadamia nuts in the first class cabin and a snack pack with pretzels in the main cabin. Due to last minute equipment changes and the possibility that other customers may bring peanuts or other nut products onboard, and because there may be trace elements of unspecified peanut ingredients in other meals and snacks, we cannot guarantee there will not be peanuts or peanut-related products in-flight. Please consider the possibility of exposure on any aircraft, particularly when accepting any in-flight meal or snack. We strongly advise passengers to take all necessary medical precautions to prepare for the possibility of exposure.
You may wish to bring your own food items on your flight. Many people take the precaution of carrying epinephrine (Epi-pens) or other suitable anaphylaxis treatment prescribed by their physician that can be self-administered. Please review TSA guidelines regarding the carriage of liquid prescription medication.
If you require a specific dietary meal, which we cannot accommodate, we recommend that you bring your own meal on board.
The following information will assist you as you check in for your flight:
- You should be at the airport to check in with enough time to get to the departure gate at least 45 minutes prior to the scheduled departure time. If you require wheelchair assistance, we recommend being at the departure gate at least one hour prior to the scheduled departure so that you may take advantage of pre-boarding the flight.
- Please inform us of your special needs so proper assistance can be provided without delay.
- All of Hawaiian Airlines' aircraft are equipped with space available inside the passenger cabin to stow a standard personal wheelchair. Because Hawaiian Airlines offers you the opportunity to pre-board the aircraft, if you are the first to pre-board and you wish to place your wheelchair in the stowage are, it will be stowed with priority over any carryon items, except on through flights. Otherwise the wheelchair will be tagged for special handling and stowed in the cargo hold of the aircraft.
- Assistive devices are not counted toward your free baggage allowance. If space is not available in the cabin for your assistive device, it will be tagged for special handling and placed in the cargo hold as you board the plane.
- Please provide clear instructions for disassembly and assembly if you have a battery powered wheelchair. In order to retrieve your wheelchair without delay, please complete and print the Wheelchair Assembly/Disassembly and Special Service Requirements forms and bring the printed copies with you to the airport on the day of departure. (If you are traveling with a battery-powered wheelchair, it would help to provide us with your own tools to ensure proper disconnection of your battery.)
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Hawaiian Airlines has developed a Special Service Requirements form, which contains important information about passengers with special needs. This form is not an official form but used by Hawaiian Airlines to communicate your special need(s) for assistance throughout your travel.
To assist you for your flight, simply complete the online version of this form, fill it out from home at your convenience, print it, and provide it to a Hawaiian Airlines representative at the airport when you are checking in for your flight.
Curbside Service
Please ask the skycap for assistance, where available, if you need an airport wheelchair or help with your own wheelchair.
Ticket Counter Service
Please inform Hawaiian Airlines of any special assistance you may need. In particular, tell us:
- If you need extra time while boarding the aircraft.
- If you prefer a seat with a movable armrest so that we can accommodate your request.
- If you are traveling with a companion who will assist you and ask the Reservation Agent to ensure your companion's name is listed in your reservation and the seats are adjacent.
- If you wish to be reaccommodated to a seat close to an accessible lavatory.
- What we need to know about your special needs so proper assistance can be provided without delay.
Gate Service
Please inform the gate staff if you have a hearing or vision impairment. Let us know where you will be sitting in the boarding area so that we can inform you about any important announcements made before the flight departs or to assist you with boarding.
Boarding the Aircraft
If you need extra time or assistance to board the aircraft please let us know at the gate of your request. If necessary, Hawaiian Airlines has a special boarding chair to assist you to your seat. These chairs are considerably narrower than a standard wheelchair and can maneuver through the narrow aisles of our aircraft.
If you need assistance to transfer, please provide us clear instructions on how you wish to be transferred.
During the Flight
Hawaiian Airlines will do its best to assist our customers with special needs. We may not be qualified to provide certain types of medical assistance and are not permitted to administer or dispense medication. We will not assist with eating or lavatory functions. Hawaiian Airlines personnel can provide additional information regarding the availability of emergency medical services.
Deplaning the Aircraft
If you need extra time exiting the aircraft, a wheelchair at your destination or transfer point, or assistance in departing the aircraft or through the terminal please notify a flight attendant of this at least 45 minutes before landing.
If you are requesting special assistance with mobility needs, please review the following:
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Canes and Walkers - Canes and walkers are permitted as carry-on items when traveling. These assistive devices must be stowed in the overhead storage compartment or under the seat when on board the aircraft.
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Wheelchair Service – Wheelchairs are available at all airport locations to transport you between the ticket counter and gate, if required. Ask a representative at the gate for assistance when you arrive.
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Electric Carts - Electric carts are available at some airport locations where Hawaiian Airlines has a code share partner. These carts are used to transport passengers between concourses within the same terminal. Ask a representative at the gate for assistance when you arrive.
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Inflight Passenger Aisle Chair (IPAC) –All of Hawaiian Airlines’ aircraft have IPACs available for use in the cabin during your flight. Our flight attendants will assist you to/from the lavatory facilities.
Please understand that, during certain travel periods, airport wheelchairs are in great demand. We appreciate your patience in the event you have to wait a few minutes for a wheelchair or assistance.
A medical certificate is a written statement from your physician saying that you are capable of completing the flight safely without requiring extraordinary medical care during the flight.
Hawaiian Airlines may require medical certification under the following circumstances:
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You are traveling in a stretcher or incubator
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You are requiring supplemental oxygen during the flight (this applies to flights between Honolulu and Pago Pago, American Samoa only)
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You have a medical condition which causes Hawaiian Airlines to have reasonable doubt that you can complete the flight safely without requiring extraordinary medical assistance
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You have a communicable disease
Hawaiian Airlines will allow a service animal to accompany a qualified individual with a disability in any seat in the aircraft, unless the animal obstructs an aisle or other area that must remain unobstructed in order to facilitate an emergency evacuation. There is no charge for the transportation of a service animal accompanying a qualified individual with a disability. There is no charge for trained service animals. However, we ask that they meet the following parameters:
Domestic Travel
International Travel
Service Animal Conditions of Acceptance
An animal which has been determined not to be a service animal can be accepted for travel following Hawaiian Airlines' current pet policies. Please be reminded that Hawaiian Airlines does not accept pets for travel on certain international flights.
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