Archive for the ‘Hawaiian Air’ Category

Hawaiian Air: I sent this to Customer Service

Please refer this to the President of Hawaiian Air.
Flight 20: Honolulu to Sacramento
May 24, 2019

The landing was almost disastrous. It didn’t slide to a landing. It hit the ground, plane bounced and hit the tarmac again.
I saw shock on the faces of the attendants. There was nothing from the pilots to explain. I immediately looked for fire, grabbed my belongings and disembarked. At the baggage claim, one customer said she had
hurt her back. Another was still in an anxious state, another said her heart was still beating fast.

My observations during the entire flight:
What was one attendant doing in the cockpit. A lot of trays being sent to the
cockpit. Attendant came out smiling while the other
did all the work. The two pilots used the bathroom four times during flight. I believe there was some socializing going on in the cockpit.

Please respond to this. I will make similar inquiries to the FAA.

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Hawaiian Airlines
Last night I was told I can’t change my connecting flight from Sacramento to Hilo. Airlines rules. They gave me too short a time to make my next flight. This morning I was told changes can be made for $30. Good. Then in the next breath she said, Wait, it’s $835.45. What? I asked for the President’s name and she said this is not allowed. I asked for her manager and this was not given. After I said I was pursuing this with the Better Business Bureau did she change her quote back to $30. I will pursue this with the Airlines President, their Consumer Affairs and Hawaii’s Better Business Bureau and  the FAA. Hope I can find their President’s name on line. Such a time consuming process to make things right.

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My letter, addressed to Mr. Dunkerley, Pres of Hawaiian Air was once again referred  to Customer Service. This is their response:

“We see that when you exchanged your tickets from departing on June 2nd to May 27th; you incurred a change fee of $200 and a fare difference of $338.38. Hawaiian Airlines will consider waiving or refunding a maximum of $200 for a change fee due to a passenger or family member who are not able to travel due to hospitalization or a medical emergency. As a courtesy, we are refunding your change fees. ($200)  This transaction should be reflected on your next statement or the one thereafter. We are unable to reimburse the fare difference of $338.38. Our best wishes go out to you.”

I still can’t understand how a change in date would cost $338.38 when I had already paid for that seat. I sent this query back. I’m still growling.

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I sent three queries to the President and Customer Service about being charged over $500 for one change in reservation and asked for their rationale behind such a fee.  Each time, I received the same form letter and a copy of the medical release form which requires a physician’s signature and information about a patient’s hospitalization.

I sent another letter, asking for the rationale, and since it would require a doctor’s appt. to get a signature, would Hawaiian Air pay for this doctor’s appointment of over $240? I sent a copy to the Hawaii Business Bureau and to FAA. I noted that this was being returned to grade school where we needed a parental signature for being absent.

Stay tuned.

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My letter to the airline President reached customer service who emailed me by addressing me as Mr. Kakugawa. ( I didn’t correct them, thinking maybe males have more power) They sent me the form to fill out with my physician…it states “Hospitalized patient” so since I was not hospitalized, it doesn’t apply to me.

I asked for their rationale in charging us so much for changing reservations and twice that was ignored. I wrote a letter to Honolulu’s paper: Letters to the Editor and to one of their US senators, Mrs. Hirono,  to do some research in such a monopoly. The senator’s office said since my address is CA, they can’t respond. What???? Mrs. Hirono, you are a U.S. senator.

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I was charged $538.38 for changing my flight back from Hawaii to Sacramento, due to medical reasons. I’m giving the commencement address at my old Alma Mater ( Pahoa High School) in mid May and need to return for some medical tests. One change = over $500.

President  Mark Dunkerly…this is as bad as dragging me down the aisle. How much more money do you want at our expense?

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In the Sunday NYTimes today, Mark Dunkerley of Hawaiian Airlines was featured on how he uses the Aloha Spirit, the deep cultural roots of Ohana and Hui in running the airlines. This is my letter to the editor with copy to Dunkerley.

To the Editor:
Mr. Dunkerley’s definition of Ohana, Hui, and the Aloha Spirit  is exactly the problem.
He relates them to his office view, lunching with his staff, and art work on his jets. I understand now why customer service is not on his agenda. Same fares between islands, whether it’s a twenty minute or a 45 minute ride?
Initially, Hawaiian Airlines was for the people and fares differed between islands.
There are two lounges for first class customers: the more plush for the more elite who are able to afford a higher fee.
Aloha Spirit?
Profit is his goal. Question to Mr Dunkerley: Why was I charged $144 or was it $244,  to change a simple reservation?

No, please have someone redefine  these island cultural traits to you so you can better represent Hawaii at the true Hawaiian spirit. Hawaiian Airlines doesn’t represent Hawaii.  OHana, Hui and the Aloha Spirit go beyond your beautiful office where you use your binoculars to see the city scene. You insult us in Hawaii.
You have not responded to my letters directed to you in contrast to your boast that you read all your letters.

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Why aren’t the airlines warning potential passengers to Hawaii about the increasing spread of dengue fever on the Big Island? It’s now centered around the Kona area, source unknown, but precautionary measures are being done in the Hilo area. Both residents and visitors are being affected.

Today I spoke to a worker at the post office who was leaving for Kona and she knew nothing of Kona’s spread of dengue fever.

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To my islands I return for a visit…the islands where:


Drivers toot their horns, show the shaka sign, or wave at you when you give them right of way or allow them to change lanes in front of you. We say “You’re Welcome” by tooting or waving back.


On the Hamakua Coast and the road to Volcano, drivers of large rigs will slow toward the side, toot their horns, and wave you on…telling you it’s safe to overtake.


Speed limit is 50 mph on highways


Local strangers at airports will give you their luggage carts and welcome you home as one man did at Honolulu Airport. He got another cart for himself.


McDonalds serves Portuguese sausage, eggs and rice.


Sales persons are accommodating with their Aloha and Mahalo and more conversations are based on who they are rather than on corporate guidelines.


There is that spirit of grace in the knowing silence that exists in this place where there are more listeners than talkers, more da kine connections and that relaxed atmosphere: ocean waves coming in to shore, palm trees moving in the breeze, people driving and walking a little bit slower. And that sense of humanity, Hawaiian style, that is still being preserved in the middle of the Pacific.


They somehow make me forget the vog, the humidity, the high prices and Hawaiian Air who won’t let me change my reservation.

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I tried to change my date of return from HI to CA…since I used my mileage plus for my fare, I can’t change it . They do have seats but since I used 40,000 miles for my fare, there is something crazy about “no seats available” since I used mileage plus.  BUT if I paid for the seat with MONEY,  I would have a seat. To get my 40,000 returned, I need to pay $100 for transfer fee. $100 to hit a few keys to return my mileage to my account.  President Dunkerly, can you explain why there is no seat, when physically, there are seats available. I have flown Hawaiian Air my whole life since childhood in Hawaii. I know, that doesn’t count…only $$$$ does?

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