I files a complaint against Hawaiian Airlines with the BBB and Hawaiian Airlines followed their usual way of responding to complaints without addressing the issue.
Fact was: Hawaiian Airlines advertised something which was actually not possible and they knew it. They never disputed that they were committing false advertising but they did not make any attempt to make it right. Their "solution" was: we made a change to our system and in the future this service is going to be available. They would not give me my American Express points back after i converted them into Hawaiian Airlines Miles. (I spent over $ 40,000 for these points) Hawaiian Airlines' final answer was "we have done everything possible and consider this case closed."
I explained to the BBB that this was not a solution: To commit false advertising in first place and instead of making it right to require the customer to continue to do business with the company. I told the BBB (in Honolulu) that I did not consider this case as "resolved" because Hawaiian Airlines refused to reverse the Amex points conversion.
Looking at the BBB website I saw that they gave Hawaiian Airlines a rating of A with 158 "closed complaints" of which 67 cases were obviously not resolved to the customer's satisfaction: however BBB would not call them "unresolved" their description is "customer not satisfied with response... Company made good faith effort".
I also saw that BBB is telling consumers that "No Government actions against this airline are known" Actually, Hawaiian Airlines has been fined in the past for their deceptive business practices, it is public information and the BBB is aware of it. I asked them why they would make consumers believe that Hawaiian Airlines never has never been fined if this is not true but did not get a response from BBB
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