Robert F.

I was traveling with a service dog and prior to the flight I checked with HA to make sure I had all the requirements in order to fly and was told that I did but, when I got to the ticket counter to pick up my ticket, I was told that they would not issue me a ticket because not all requirements were met. I tried to get my money back through my credit card but, they said that HA would issue me credit, I never go it. During the last conversation, of the many, I had with HA in trying to resolve the issue and get a refund, I was told that someone would be getting back to me. So no flight, no refund and not ever a call back. The agent also gave off an aire that because he's Hawaiian he is somehow better than 'non islanders' as they like to call non Hawaiians.

The service was certainly adequate and the purchase went fairly smoothly but, when I had to contact ASAP to ask a question, the only the agent who could assist me further was the agent who assisted me in getting the ticket but, I was not informed of this so I could make a note of who I spoke with. When I did call regarding an issue, I was put on hold for over 20 minutes wait for someone to assist me. The person I spoke with gave me different information that the previous agent I spoke with. Put on hold again. Third agent I spoke with gave me a third version of my options. Put on hold again and somehow got disconnected. Called back and put on hold for another 15-20 minutes once again. When I eventually got to speak with another agent I informed that that I just want to cancel my ticket and be done with it. I did not go into details but, that was my best option. Cost me $489 and close to two hours of aggravation, frustration and having to listen to some of the worst music I ever had the displeasure to have to endure all to travel nowhere. Use these guys only in your world never has unexpected events.