A Guide to Air-Passenger Rights: Hawaiian

Hawaiian


Notifications of Delays, Cancellations, Diversions

Hawaiian will make every attempt to notify passengers of any flight delays, cancellations, or diversions as soon as any decision to make such a change is confirmed. On the day of departure, in either the airport or on board the aircraft, Hawaiian employees will update passengers every 20 minutes on the status of the flight.

Cancellations by Traveler

Hawaiian will allow customers to cancel reservations made seven or more days prior to departure without penalty if requested within 24 hours of purchase. When a fare rule allows for a refund on a ticket, refunds will be issued within seven business days for domestic credit-card purchases. Refunds for eligible tickets purchased with cash or check will be processed within 20 business days. If no portion of the ticket has been used, the refund will be an amount equal to the fare and charge applicable to the ticket issued. If a portion of the ticket has been used, the refund will be an amount equal to the difference between the fare and charges applicable to the ticket issued, and the fare and charges applicable to the transportation of the passenger covered by the used portion of the ticket.


Cancellations Within Airline Control

Hawaiian will assume the following expenses incurred as a result of cancellation, delay, or interruption of any flight when a delay is expected to exceed four hours, for all passengers: one night's lodging at an accommodation selected by Hawaiian when a passenger's delay is expected to exceed four hours and extend between 10 PM and 6 AM and no alternate transportation is available to the passenger's destination or stopover point (Hawaiian will not provide lodging for passengers who reside in the city where the interruption occurs); one meal voucher (no alcoholic beverages) if the delay extends beyond four hours; local ground transportation to the downtown area or to/from local hotel; and one long-distance telephone call between any two points in the United States. In lieu of the above, and subject to the passenger’s approval, Hawaiian will compensate the passenger with credit valid for the purchase of transportation. The credit will be valid for travel only on Hawaiian within 365 days of the date of issue and will apply only to online transportation via Hawaiian. Exceptions do apply.

When Hawaiian cancels the passenger's reservation, the carrier will transport the passenger without stopover on its next flight on which space is available in the same class of service as the passenger's outbound flight at no additional cost to the passenger. If space is available on a flight of a different class of service acceptable to the passenger, such flight will be used without stopover at no additional cost to the passenger, only if the flight will provide an earlier arrival at the passenger’s destination, next stopover point, or transfer point.

If Hawaiian is unable to provide onward transportation acceptable to the passenger, any other carrier or combination of connecting carriers, at the request of the passenger will transport the passenger without stopover on the next flight in the same class of service as the passenger’s original outbound flight. If space if available on a flight of a different class of service acceptable to the passenger, such flight will be used without stopover at no additional cost to the passenger, only of the flight will provide an earlier arrival at the passenger’s destination, next stopover point, or transfer point.

If applicable, Hawaiian will provide a refund in accordance with Rule 260.


Cancellations Beyond Airline Control

Services and amenities will not be provided for cancellation caused by weather conditions or other unforeseen circumstances.


Delays

When a passenger will be delayed because of a schedule irregularity, Hawaiian will transport the passenger without stopover on its next flight on which space is available in the same class of service as the passenger's outbound flight at no additional cost to the passenger. If Hawaiian is unable to provide onward transportation, it will transport the passenger without stopover on its next flight in the same class or service as the passenger's original flight. If not, the carrier will provide a refund.

The carrier will assume the following expenses incurred as a result of cancellation, delay, or interruption of any flight when a delay is expected to exceed four hours, for all passengers: one night's lodging at an accommodation selected by Hawaiian when a passenger's delay is expected to exceed four hours and extend between 10 PM and 6 AM and no alternate transportation is available to the passenger's destination or stopover point, one meal voucher (no alcoholic beverages) if the delay extends beyond four hours, local ground transportation to the downtown area or to/from local hotel, and one long-distance telephone call between any two points in the United States. With the passenger's approval, Hawaiian will compensate the passenger with credit valid for the purchase of transportation.

Services and amenities will not be provided for flight delays caused by weather conditions or other unforeseen circumstances.


Onboard Ground Delays

Hawaiian will permit passengers to disembark an aircraft before it is delayed more than three hours after the aircraft door closes or from the time the aircraft touches down unless there are safety- or security-related reasons why the aircraft cannot leave its position on the tarmac to deplane passengers. If delays more than two hours occur, Hawaiian will provide food (snack mix, pretzels, etc.), water, juice, and/or soft drinks. Hawaiian will provide rest room facilities and access to medical treatment for passengers during a delay.


Overbookings (Involuntarily Denied Boarding)

Hawaiian will request passengers who are willing to voluntarily relinquish their confirmed reserved space in exchange for compensation in an amount determined by the carrier. In exchange for voluntarily relinquishing confirmed space and subject to the passenger's approval, the carrier will compensate the passenger with travel credit valid for the purchase of transportation instead of monetary compensation. The travel credit will be valid for travel on Hawaiian within 365 days from the date of issue.

If there are not enough volunteers, other passengers may be denied boarding involuntarily, in accordance with the boarding priority. Boarding priority factors may include, but are not limited to, the following: passenger’s time of check-in, whether passenger has a seat assignment before reaching departure gate, the fare paid by a passenger, passenger’s frequent flyer status, and the passenger’s disability or status as an unaccompanied minor.

When Hawaiian is unable to provide previously confirmed space, Hawaiian will provide transportation to passengers who have been denied boarding, whether voluntarily or involuntarily. Hawaiian will transport the passenger without stopover on its next flight on which space is available at no additional cost to the passenger, regardless of class of service. If Hawaiian is unable to provide onward transportation acceptable to the passenger, any other carrier or combination of carriers, at the request of the passenger, will transport the passenger without stopover on its next flight(s) of a different class of service acceptable to the passenger, and such flights will be used without stopover at no additional cost to the passenger only if it will provide an earlier arrival at the passenger's destination, next stopover, or transfer point.

If a passenger is involuntarily denied boarding and is rebooked to arrive at his or her destination within one hour, there is no monetary compensation. If a passenger is involuntarily denied boarding and is rebooked on a domestic flight to arrive at his or her destination one to two hours later, or an international flight to arrive at his or her destination one to four hours later, the passenger will be compensated with  200% of the value of the affected flight segment(s) (up to $675). If a passenger is involuntarily denied boarding and is rebooked on a domestic flight to arrive at his destination two or more hours later, or an international flight to arrive at his or her destination four or more hours later, the passenger will be compensated with 400% of the affected flight segment(s) (up to $1350). At the passenger's option, the carrier may compensate the passenger with a travel credit valid for transportation instead of monetary compensation, equal to or greater than the monetary compensation due.


For more information, visit HawaiianAirlines.com.


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