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 Department of Transportation 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 Department of Transportation (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 Department of Transportation (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.
The following pages will provide information to assist you when you fly on Hawaiian Airlines. Please review them carefully. You can also call Hawaiian Airlines, Reservations Center for assistance with any of these services or to receive answers to any additional questions. You may also find your answer by reviewing the frequently asked questions.
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 the agent 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 the agent. Other information you may wish to relay to the Reservations Agent if you are using a wheelchair:
- Wheelchair, can ascend steps.
- Wheelchair, can walk to seat.
- Wheelchair, must be carried.
- What type of assistance you will need in boarding and deplaning the aircraft and if you will be traveling with a companion to assist you.
- If you are blind or have a visual impairment.
- If you are deaf/hard of hearing.
- If you need a particular seating requirement due to mobility needs or other challenges.
- 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
- If you will be traveling with or using your Personal Portable Oxygen Concentrator.
- Accommodation for a service animal.
- Any other special requirement
|
|
Back to top
|
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 the agent 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.
|
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:
-
Use an aisle chair to access the aircraft and are unable to transfer over a fixed armrest
-
Travel with a personal care attendant
-
Travel with a service animal
-
Have a fused or immobile leg
Any passenger 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 an attendant if:
- The passengers must be transported in a stretcher
- Because of a mental disability, the passenger is unable to understand or respond appropriately to safety instructions from Hawaiian Airlines personnel
- A passenger has a mobility impairment so severe that they would be unable to assist in his or her evacuation of the aircraft in the event of an emergency
- A passenger has both severe hearing and severe vision impairments, if the passenger cannot establish communication with Hawaiian Airlines personnel so a safety briefing can be given
|
Passengers who advise Hawaiian Airlines that they fit into one of the above categories will be required to provide their own attendants. The attendant must pay the fare applicable at the time of making a reservation.
Back to top
Hawaiian Airlines does not offer specials meals. If you have special dietary needs, please feel free to bring light snacks or sandwiches for your meal.
Back to top
Hawaiian Airlines recognizes that some passengers 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 passengers 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. We encourage customers to consider the possibility of exposure, particularly when accepting any in-flight meal or snack, and we strongly advise passengers to take all necessary medical precautions to prepare for the possibility of exposure.
Passengers may wish to bring their own food items on their flight. Many passengers 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 the agent 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.)
|
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 the agent 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 the agent of any special assistance you may need. In addition:
- Inform the agent if you need extra time while boarding the aircraft.
- Ask if movable armrests are available on the aircraft assigned to the flights in your itinerary. If you prefer a seat with a movable armrest, please notify the agent who will do their best to accommodate your request.
- Inform the agent if you are traveling with a companion who will assist you and ask the agent to ensure your companion's name is listed in your reservation and the seats are adjacent.
- Inform the agent if you wish to be reaccommodated to a seat close to an accessible lavatory.
- Please inform the agent of your special needs so proper assistance can be provided without delay.
Gate Service
Please inform the gate agent if you have hearing or vision limitations. Let the agent know where you will be sitting in the boarding area so that the agent 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, or transferring to the aisle seat, please let the agent at the gate know 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 clear instructions to personnel on how you wish to be lifted.
During the Flight
Hawaiian Airlines will do its best to assist customers with special needs. Personnel may not be qualified to provide certain types of medical assistance and are not permitted to administer or dispense medication. Hawaiian Airlines personnel can provide additional information regarding the availability of emergency medical services. Assistance with eating or lavatory functions is not provided.
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:
-
Canes and Walkers - Canes and walkers are permitted as carry-on items when traveling. Both 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 gate agent for assistance when you arrive.
-
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 gate agent for assistance when you arrive.
-
IPAC –All of Hawaiian Airlines’ aircraft have In-flight Passenger Aisle Chairs 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 the passenger's physician saying that the passenger is capable of completing the flight safely without requiring extraordinary medical care during the flight.
Hawaiian Airlines may require medical certification under the following circumstances:
-
A passenger traveling in a stretcher or incubator
-
A passenger requiring supplemental oxygen during the flight
-
A passenger with a medical condition which causes the carrier to have reasonable doubt that the passenger can complete the flight safely without requiring extraordinary medical assistance
-
A passenger with 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:
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
Back to top |