Dear Hawaiian Airlines,

I am writing to express my disappointment regarding an incident that transpired at Terminal 3, Harry Reid Airport, yesterday evening June 27, 2023 My senior Aunt and uncle missed their connecting flight to Honolulu due to a delay with their Spirit Airlines flight from Miami to Vegas. In short me and my husband waited 2 hours for us to talk to a Hawaiian airline reps for the situation . Voila 2hours before the flight the counter is open .
Upon approaching customer service reps , we encountered a staff member who identified himself as the supervisor, "KAWAKI ." Unfortunately, his response was disheartening. He informed us that there was no way he could assist us, and saying go to Terminal 1 stating that Spirit Airlines should arrange their next flight or we would be subject to double charges.
This lack of empathy and customer relations was truly disheartening.

Feeling desperate, and so me and my husband sought assistance from a kind lady at a nearby counter Name
Ms. CATHY SAPLA thank you Lord she listened to our situation attentively and displayed remarkable kindness and professionalism, she listened to our situation attentively and displayed remarkable kindness and professionalism. Her calm and helpful demeanor made a significant difference, as she went above and beyond to ensure my Aunt and Uncle could catch the next available flight. Her exemplary service showcased the qualities we expect from someone in a supervisory position.
I kindly request that you address this incident and take appropriate measures to improve customer service, particularly in situations where passengers are faced with unexpected challenges. It is crucial to have compassionate and understanding individuals in leadership roles who can effectively assist customers in distress, rather than displaying arrogance or entitlement.
Thank you for your attention to this matter. I sincerely hope that future passengers will not have to endure a similar experience specially with Seniors . But despite of this incident i will still give a 5 star rate because of this kind woman Ms . Cathy Sapla .God bless your Heart Madam ❤️

Yours truly,
Bennette Palmagil Roldan -Aguila

Finally got a chance to fly this airline on a leg going overseas. My plane was an Airbus A330-200 (two aisles) which was a nice plane. But I did find it a bit odd that there were no “individual“ air vents. The lady sitting next to me had a draft blowing on her during the flight and had to put her jacket on…on a flight to Hawaii? I didn’t feel the draft and was fine. I had a window seat near the back of the plane (but not the last row).

There isn’t really anything to see during this flight…it’s either sky & clouds, or the ocean. Aisle seats are probably best…but I still prefer the window seat.

Our flight departed a little late, but we still arrived on-time. Most airlines build in a fudge factor just for this occasion. In fact, they build in extra taxi time for going to & from the gate also. Why?…so their on-time performance “looks” good. Yeah, it’s deceptive but it’s not illegal.

The plane was in nice shape and the flight attendants provided good service to us passengers. We were served a hot breakfast sandwich which was pretty good. What was really good was the rum punch. That’s right, rum punch. You have to listen sharply as they list it quickly with the breakfast juice options. I know it was a bit early in the day, but hey, you’re going to Hawaii! Try the rum punch…delicious!

But in comparison to other airlines I’ve been on to/from Hawaii, nothing exceptionally good or bad stood out. So for me, just another average flight.

Now even a human cannot put me on a seat upgrade list. The phone app and the website have mysteriously removed any option to get an upgrade.

I booked my Hawaiian vacation to Hawaii thru Expedia and due to having part of my flight home booked with SunCountry we got totally screwed. Neither Hawaiian Airlines or Expedia would fix our flights when there was a delay with Hawaiian Airlines causing us to miss our connecting flights. Both blamed the other with being unable to fix the other flights.

Worst customer service on the planet. I booked a Hawaiian Airlines flight a few days ago, and stupidly didn't write down the confirmation code. I wanted to cancel the flight 10 minutes after booking, but the Ticketing email never arrived....still hasn't a few days later. Once I saw that I was charged on my credit card for the ticket, I called to cancel it. Since I was outside of the 24 hours cancellation, they offered me a flight credit, which can only be used by the passenger that I booked for... So, I couldn't cancel within their 24 hours, I never got a ticket confirmation email.... I think it's a farce, to not send the confirmation, charge the fare, and then just say "it's outside of 24 hours"... NEVER will book anyone on this airline ever again.