Customers with Disabilities
General Conditions of Acceptance
As a U.S. 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.
The information below will assist you to learn more about our services for persons with disabilities.
Reservations
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 Representative of your special needs. Our Reservations Representatives are trained to accommodate your special needs. 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.
- If you will be traveling with a mobility or other assistive device.
- If you will be traveling with a motorized assistive device 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 assistive device, 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 also wish to relay to the Reservations Representative if you are using a wheelchair whether you:
- Can go up and down steps.
- Can walk to your assigned seat.
- Need Assistance boarding and/or disembarking the aircraft.
- Whether you will be traveling with a personal care attendant to assist you.
Other Information you may wish to relay to the Reservations Representative are:
- If you are blind or have limited sight.
- If you are deaf, hard of hearing or deaf blind.
- 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 a personal care attendant and need adjacent seating or if a personal care attendant or medical equipment service company will be meeting you.
- If you are traveling using your Personal Portable Oxygen Concentrator.
- For travel from Pago Pago, American Samoa, to Honolulu, Hawaii, only, if you need Supplemental Medical Oxygen, or if someone requires Travel in a Stretcher
- Any other special requirement
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Advance Notice Requirements
We will need at least 48 hours advance notice for the following requests:
- Supplemental medical oxygen (this service is available from Pago Pago, American Samoa, to Honolulu, Hawaii, only)
- Accommodation for Travel in a Stretcher (this service is available from Pago Pago, American Samoa, and Honolulu, Hawaii, only)
- Transport of your mobility 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.
Please make sure:
- You verify the availability of a passenger boarding 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. We will do our best to find alternatives, if necessary.
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Seating Accommodations
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:
- Will be requiring assistance with a boarding chair to get to your seat and are unable to transfer over a fixed armrest
- Will be traveling with a personal care attendant
- Will be traveling with a service animal
- 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 medical escort or personal care attendant if:
- You must Travel in a Stretcher (this service is available from Pago Pago, American Samoa, and Honolulu, Hawaii, only)
- Because of a mental disabilty, you are unable to understand or respond appropriately to safety instructions from Hawaiian Airlines personnel
- You have a mobility disability so severe that you would be unable to assist in your own evacuation of the aircraft in the event of an emergency
- You are both deaf and blind, and you cannot establish communication with or are unable to respond appropriately to a safety briefing or safety instructions from Hawaiian Airlines personnel
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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Check-In
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 one hour prior to the scheduled departure time. If you require assistance with your mobility device, 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 or carry on 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 so long as you do not need the assistive device during the flight.
- 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 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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Special Service Requirements
Hawaiian Airlines has developed a Special Service Requirements form, which contains important information about passengers with special needs. This form is 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.
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Mobility Needs
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 re-accommodated 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 vision or hearing disability. 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 are not 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 so they can request the necessary assistance prior to the aircraft arriving at your destination.
If you are requesting special assistance with mobility needs, please review the following:
- 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.
- Wheelchair Service – Wheelchairs are available at all airport locations to transport you between the ticket counter and gate, if required. Ask a representative for assistance.
- Electric Carts - Electric carts are available at some airport locations. These carts are used to transport passengers between concourses within the same terminal. Ask a representative for assistance.
- 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 additional assistance.
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Medical Certificates
A medical certificate is a written statement from your physician saying that you are capable of completing your flight safely without requiring extraordinary medical care during the flight.
Hawaiian Airlines may require medical certification under the following circumstances:
- You are Traveling in a Stretcher. (This service is available from Pago Pago, American Samoa, to Honolulu, Hawaii, only)
- You require Supplemental Medical Oxygen during the flight (this applies to flights from Pago Pago, American Samoa, to Honolulu, Hawaii, only).
- 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
- You have a communicable disease
Hawaiian Airlines reserves the right to contact its medical advisory service at the time of check in or at the gate if there is any concern whether you can safely complete your flight.
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Portable Oxygen Concentrators
Only the following POCs are allowed for use on our aircraft:
Please remember that FAA Regulations do not allow you to carry other personal oxygen units, including units which contain compressed or liquid oxygen. Compressed and liquid oxygen are classified as Hazardous Materials.
There are companies which provide equipment and services to meet your special needs during your travels. For rental inquiries or questions regarding POCs, you can call any one of the following companies.
Advanced Aeromedical, Inc
24-hour Assistance: 800-346-3556
International: +1-757- 481-1590
Fax:: +1-757-481-2874
E-mail: info@aeromedic.com
Website: http://www.aeromedic.com
All Medical
24-Hour Assistance: 888-280-2677
Website: http://www.portableoxygenman.com/Oxygen_rentals.html
American Medical Sales and Repair, Inc.
Daily Assistance to Midnight: 877-873-6994; +1303-799-0013
Fax: +1-303-484-3450
Website: http://www.portableoxygenconcentrators.com/
Desert Medical Equipment
24-hour on call service 866-711-9171
International +1-702-876-9171
Fax 702-876-9083
E-mail : bschultz@desertmedicalequip.com or aolvera@desertmedicalequip.com
Website: http://desertmedicalequip.com/
Liberty Medical - A Travel Oxygen Provider Since 1990
24-hour customer service: (800) 375-6060
Rentals: (800) 375-3030, (303) 279-1444
Fax: (303) 279-8706
E-mail: askus@liberty-o2.com
Website: http://www.liberty-02.com
OxLife Inc.
24-Hour Assistance: 800-780-2616; +1-828-684-7353
Fax: +1-828-684-8990
Email: info@oxlifeinc.com
Website: http://www.oxlifeinc.com/rentals.php
Oxygen Concentrators for Less
Toll Free Support 1-877-807-0646
Toll Free Fax 1-877-651-9042
Email: Support@OxygenConcentratorsforLess.com
Website: http://www.OxygenConcentratorsforLess.com
Oxygen To Go - Oxygen when and where you need it
Medical information: (888) 362-4321 toll-free via Board Certified physicians. (For OxygenToGo customers.)
Rentals: (866) 692-0040 toll-free
Fax: (866) 903-9709 toll-free
E-mail: info@oxygentogo.com
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Personal Assistive Devices (Ventilators, Respirators, Nebulizers)
You may carry on board and use personal assistive devices such as personal ventilators, respirators, and other portable electronic devices if it can be verified by a manufacturers’ label or otherwise that it meets applicable FAA requirements. Hawaiian Airlines has a list of approved personal assistive devices which have been approved for use. If you are not sure whether you can use your personal assistive device on board, please take the time to review the Pre-Flight Checklist to determine if your device is approved or can be approved as soon as practicable but no later than 48 hours prior to travel. You may also ask a Reservations Representative whether your device is approved for use on board our aircraft.
Please note that Hawaiian Airlines does not permit the use of the following devices on board any of our aircraft.
- Personally owned medical oxygen cylinders.
- Personally owned portable liquid oxygen concentrators
- Devices requiring external power (from an aircraft power receptacle).
- CPAP and BiPAP machines
- Any assistive device which requires the use of an electrical outlet on board the aircraft.
You may, however, transport these devices (except for liquid oxygen concentrators) in the cabin if you wish to do so.
All personal assistive devices must be stowed and/or used in the passenger cabin with applicable TSA, FAA and other regulations governing carry-on baggage.
Hawaiian Airlines aircraft do not have any electrical power outlets for your use. It will be your responsibility to make sure you have an ample supply of fully charged batteries for the flight, which should equal the expected flight time plus 25% to cover any unforeseen delays.
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Service Animals
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.
Domestic Travel
International Travel
You may view a list of Animal Relief Areas at select airports Hawaiian Airlines serves. If you airport is not listed, please ask for directions or assistance from our airport representatives.
Emotional support and Psychiatric service animals
Emotional support and psychiatric service animals are considered to be service animals. However, a customer traveling with an emotional support or psychiatric service animal will need to have specific documentation before we can accept it for travel. Please understand that different states and/or countries do not recognize emotion support and psychiatric service animals as service animals. Please check with the local government agencies for entry requirements.
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.
For the comfort of your service animal, all domestic airports Hawaiian Airlines services has available service animal relief areas.
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Persons of Requiring Additional Space
For the comfort and well-being of all customers aboard Hawaiian Airlines flights, we have aligned with other major airlines' seating policies relating to passengers who:
- are unable to fit into a single seat in the ticketed cabin;
- are unable to properly buckle the seatbelt using a single seatbelt extender; and/or
- are unable to put the seat's armrests down when seated.
If unused seats are available on the ticketed Hawaiian Airlines flight and you meet any of the above criteria, we will re-accommodate you next to an empty seat.
If no unused seats are available on the ticketed flight, then you must either purchase an upgrade if the seat can accommodates the additional space you require, or you may change your ticket to the next available flight and purchase a second seat at full fare in addition to the one you already purchased. If you cannot be accommodated next to an empty seat and you choose not to upgrade or change flights and purchase a ticket for an additional seat, you will not be permitted to board the flight.
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Special Meals
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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Peanut or Nut Allergy
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.
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