If you need to contact Hawaiian Airlines prepare for long wait times.

[alwysonvac]

Warning...if you need to contact Hawaiian Airlines prepare for long wait times.

I had to call Hawaiian Airlines to arrange wheelchair assistance. During my first attempt (Tuesday 7pm HST), I waited an hour before hanging up. I tried again two days later (Thursday 10am HST) and waited a little over two hours until I finally got a representative.

NOTE: Live chat was disabled and both text and email responses from an actual rep were received 12+ hours later.

Spent a little over 2 hours waiting for a customer service representative.

​

 

[bbodb1]

I've had some similar experiences with HA - and I recently picked up their Visa to work toward a trip to Hawaii. I hope sllllooooowwww customer service is not a harbinger of things to come....

 

[Tamaradarann]

Warning...if you need to contact Hawaiian Airlines prepare for long wait times.

I had to call Hawaiian Airlines to arrange wheelchair assistance. During my first attempt (Tuesday 7pm HST), I waited an hour before hanging up. I tried again two days later (Thursday 10am HST) and waited a little over two hours until I finally got a representative.

NOTE: Live chat was disabled and both text and email responses from an actual rep were received 12+ hours later.



View attachment 35381

Spent a little over 2 hours waiting for
a customer service representation

​

View attachment 35383​

A few months ago I had to change a Hawaiian Airlines Reservation from October 2021 to December 2021 and waited over an hour for someone to answer the phone. While you can change reservation on line by yourself when you are paying with money this was a miles reservation using the SAME number of mile so for that I needed to talk to a customer service representative. I wrote to Hawaiian Airlines and told them if they let people change reservations using points just like they let people make reservations using points and make and change reservations when paying with money the wait times on the phone may not be so long.

They answered with an answer that didn't address the issue of changing reservations on line using miles.

 

[dioxide45]

Isn't this just about the new normal for every big company customer service?

 

[alwysonvac]

Isn't this just about the new normal for every big company customer service?

Oh my, I hope not. A two hour wait is ridiculous.

United Airlines provides customers the option to receive a call back (instead of waiting) which I’ve always take advantage of.

 

[bbodb1]

Oh my, I hope not. A two hour wait is ridiculous.

United Airlines provides customers the option to receive a call back (instead of waiting) which I’ve always take advantage of.

As does Southwest.

With respect to @dioxide45 's earlier point, it seems to be the trend that customer service performed via email never answers the question(s) asked - thus rendering that option essentially worthless. Replies via email are intentionally vague and off point (not to mention a reply takes entirely too long to be handled).

 

[dioxide45]

As does Southwest.

With respect to @dioxide45 's earlier point, it seems to be the trend that customer service performed via email never answers the question(s) asked - thus rendering that option essentially worthless. Replies via email are intentionally vague and off point (not to mention a reply takes entirely too long to be handled).

The problem with email responses is the companies don't want to empower their employees to make decisions and really solve anything for you. They just want them to copy paste some canned response based on the reason for your email and they hope it will make you go away. The harder they make it to get a resolution, the bigger the chance they will force you into submission to the point you simply give up.

 

[1Kflyerguy]

I recall a pretty long wait time when i was dealing with Hawaiian early in the pandemic and i needed to cancel some reservations. I know I am spoiled with United allowing so much to be done with their website. Of course united is a much larger company and deeper resources than Hawaiian.

I had pretty good luck calling Hawaiian back in Dec or Jan to book new flights with my credits. Sound like the boom in travel has them floundering again.

At one point I know many call centers had gone to reduced staffing to allow for social distancing, while others implemented systems to allow agents to answer calls from their homes. Not sure the current status of those operations.

 

[DinaM]

I had to call this morning due to them spelling my name incorrectly on a reservation- the hold time was only 5 minutes. It was a pleasant surprise. This was after an over 2 hour hold to make the reservation last week.

 

[pspercy]

I too need a name correction, yesterday the line appeared down. Today it's a busy signal all the time so far.
Getting pretty fed up with them.

 

[10spro]

It was almost 2 and 1/2 hours for us last night. We had tried 3 times in the past few days, different times of day, gave up after an hour each time, but had no choice since it could not be handled online. They said they were very busy with rebooking people, not sure why. I was kind of on the fence with HA before, but I'm going back to Alaska Airlines, they're not perfect but have never had this much trouble reaching a person.

 

[DinaM]

I agree. Now that I’ve used my credits, I am going to avoid Hawaiian. I love Alaska Airlines, and was sad when they stopped flying Sacramento to Maui.

 

[pspercy]

I too need a name correction, yesterday the line appeared down. Today it's a busy signal all the time so far.
Getting pretty fed up with them.

Finally got thru' about 1030pm CDT tonight.

No wonder there's long waits, two simple name changes to one flight segment took nearly 20minutes, but finally it's done

 

[Tamaradarann]

Finally got thru' about 1030pm CDT tonight.

No wonder there's long waits, two simple name changes to one flight segment took nearly 20minutes, but finally it's done

One of the reasons for long wait times is that things you should be able to do on line you CAN'T and must talk to a reservation agent. This past winter I had to change a Hawaiian Airlines Reservation from October 2021 to December 2021 and waited over an hour for someone to answer the phone. While you can change reservation on line by yourself when you are paying with money since this was a miles reservation using the SAME number of miles I needed to talk to a customer service representative. It is like the reservation agents don't have enough work so make them do needless things!

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[PamMo]

American wait times have been horrendous, too. I couldn’t apply my flight credits and do mileage upgrades online, so I had to call in. It took 3.5 hours for the call back. The agent made a mistake on the booking, so I had to make another call the following day. This time (5pm on a Wednesday), it took 5.5 hours to get a call back!

 

[alwysonvac]

Still Having Problems Buying Hawaiian Airlines Tickets? You Aren't Alone.

We're hearing from you that the issues are not yet resolved.

beatofhawaii.com

Hawaiian Airlines apologizes for website booking problems, long wait times

Hawaiian Airlines said that these problems are two separate issues — one technical and one associated with staffing.

www.hawaiinewsnow.com