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Airline shenanigans?

Rodenwjr

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Hi all,

I have been reading a lot of posts here related to their vacation plans and the ties to airline reservations. There have been a lot of good information provided here but I haven't heard this scenario yet. I have been waiting for an update from Hawaiian airlines and was expecting one on May 8th. It came a day sooner than I expected as I got it today.

Here are the details.

We were confirmed on a flight OAK-HNL on May 30th (within Hawaii's quarantine) and return June 6th HNL-OAK. (Outside the current quarantine time frame)

Hawaiian Air changed the outbound leg of the trip from departing OAK to now departing SFO and kept the return trip as is (minus a 45 min change in departure time).

The options provided in the email were vague and somewhat unclear of my options. No refund was mentioned (as I would expect). The fact that they changed my departure point leads me to believe that my WHOLE itinerary is blown up but could this be a false statement because my return leg is still virtually kept in tact?

I was born and raised there and we were going to visit my parents 80+ in age and spend some time with them. We have decided this trip was not going to happen (due to covid) and really just want a refund.

From all your guys experience and knowledge... do I have a case for a FULL refund? I will be calling them eventually but I need to gather information first.

Thanks

Bill

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Luanne

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Bill,

A couple of things. Since this is related to travel, or Hawaii, you might ask this be moved to the vacation travel board. It applies to others besides Marriott.

Next, yes you should be entitled to a full refund. They changed one leg of your trip completely and that entitles you to a refund. What most airlines are doing is first offering up a credit, but it you say that because your flight was changed you want a refund, they'll give it to you.
 

csodjd

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I just received multiple emails from them also. Similar. No mention of refunds. Vouchers. Our flights were to/from Maui, all in May. They said they were able to "reroute" them. No doubt that means to HNL on the one flight they have daily, then an inter-island over to Maui. I've been waiting for this to call and refund, and that's on the schedule for the afternoon. I believe you can choose to NOT accept the change and receive a refund on the entire record locator.

Take a look at the rules here though, as they have special rules for SFO/OAK:

 

csodjd

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From their Contract of Carriage:

IRREGULAR OPERATIONS. The following rules apply to any Irregular Operation:
  1. Liability. Except as provided by law, we are not liable for any Irregular Operations.
  2. Delay, Misconnection or Cancellation. When your Ticket is affected by any delay, Misconnection or cancellation caused by Hawaiian, we will take one the following actions:
    1. we will transport you, subject to availability and without stopover, to your destination, next stopover point, or transfer point shown on our portion of your Ticket, in the same class of service, at no additional cost to you;
    2. in our sole discretion, we may arrange for you to travel on another carrier; or
    3. we will refund you in accordance with Rule 24: Refunds.
NOTE: A cancellation caused by Hawaiian means (i) that a particular flight number for which you have a ticketed reservation is removed from our schedule or will not operate on one or more dates and (ii) we are unable to confirm you on an alternate flight(s) scheduled to depart within 6 hours before or after your originally scheduled departure time and arrive within 6 hours before or after your originally scheduled arrival time.  In this event, the receipt of a refund in lieu of travel credit is in your sole discretion if you refuse to be rebooked on another flight.
 

Lv2Trvl

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You should get a refund. I was able to get full refund from Hawaiian on itinerary (beginning mid April) that included multiple tickets and several interisland flights as well as the main SFO-HNL-KOA portion. Several legs were canceled and/or changed. Then I was able to get refund from United for return HNL-SFO next week, again original flight canceled and replaced with a redeye.
Good luck.

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TheTimeTraveler

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If anyone is seeking Airline Ticket refunds then I would suggest to not delay in filing the paperwork to do so.

There is a probability that some of today's airlines will not survive 2020 and file for Bankruptcy.




.
 

Luanne

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If anyone is seeking Airline Ticket refunds then I would suggest to not delay in filing the paperwork to do so.

There is a probability that some of today's airlines will not survive 2020 and file for Bankruptcy.




.
Filing what paperwork? I was able to cancel, and get a refund, over the phone. And my dd was able to get her cancellation and refund taken care off on Twitter.
 

Rodenwjr

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Small update.... we called and asked for a refund and they said no. We are elevating it and are expecting word in the next few days. The agent was nice but it was out of their authority.

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moonstone

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Our flight with InterJet Airlines from Chetumal MX to Mexico City on March 22nd was cancelled 2 hrs before boarding with no reason given. They offered to put us on the same flight the following day but we had to make a connection in Mexico City that evening. Luckily we were able to purchase tickets with a competitor and get to Mexico City to make our connection and get home. We called InterJet the next morning using the number the desk agent gave us to ask for a refund for the cancelled portion of the flight. The InterJet agent at first told us we weren't eligible for a refund because we got to Toronto. We explained we purchased a flight from Chetumal to Toronto and the airline only took us on the last leg of our flight. The agent said he'd open an investigation report and somebody would get back to us within 30 business days! Starting at day 31 we called daily to ask where our refund was.
Yesterday they finally sent us an email saying the flight was cancelled due to COVID19 so no refund would be issued. Funny that their previous and subsequent days flights for the same route were not cancelled. We called MasterCard to put in a dispute for a charge for a flight that InterJet failed to deliver, but they said the purchase was over 1 year ago so now its too late to dispute the charge. I am putting a letter together to PROFECTO and customer service at InterJet to further complain as I am pretty sure most other airlines issued a refund or at least a travel credit for flights cancelled due to COVID19.

~Diane
 

csodjd

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If anyone is seeking Airline Ticket refunds then I would suggest to not delay in filing the paperwork to do so.

There is a probability that some of today's airlines will not survive 2020 and file for Bankruptcy.
That's disconcerting given Hawaiian Airlines absolute refusal to give a refund.
 

Luanne

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That's disconcerting given Hawaiian Airlines absolute refusal to give a refund.
I know you are going to keep on pushing up the lines, but have you thought about taking it to social media as well? Post on the Facebook page for Hawaiian. Also try reaching out to them through a private message. I've had good luck with several airlines and hotels in getting things resolved that way, but I was mostly contacting them through FB because the wait times on the phones were too long. Don't know if you'd get any different answer.
 

Rodenwjr

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Final update...

Just received the money credited back into our account today. We were scheduled to depart this Saturday. Last Monday, I went on their web site and started a chat line so I could have a hard copy of the conversation. After going through the same old song and dance about being put on a different flight, I dropped the line of quoted DOT rules regarding cancelled flights and a few minutes later...they issued the refund.

I think the trick is, letting the airline know that YOU know the DOT rules and just remind them of it. I was skeptical up until the point that I saw the money credited back into our account.

What annoyed me though, was the agent tried to tell me that they were doing it as a one time favor. I didn't address their BS and just let it go. For them to try and make me think that they were going out of their way to do this was annoying... they had no choice.

Any way...happy it is all resolved.


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