I had reservations to fly from Phoenix to Maui in February.in January I had a bicycle accident and had to have a hip replacement. Consequently, I was unable to go to Hawaii. Although I had purchased a nonrefundable ticket, I had trip cancellation coverage through my credit card company. I had to have a copy of my cancellation notice to submit to the credit card company before the date of the flight, in order to get the refund. Although you can book online with Hawaiian Airlines and consequently can print out a record of that transaction, they only accept cancellations by telephone. Therefore, I had no recored of cancelling the flight. I had asked the woman who did the cancellation to send me an email confirming that date and time that I had called and that the flight was indeed cancelled. I never got that email. I tried to contact their customer service department but the only people you can talk to are customer advocacy representatives whose only function is to forward your comments to the customer service people who can actually do something for you. Customers cannot reach customer service!!! After half a dozen phone calls and emails I still had no written record of this transaction. I wrote again stating that I could not understand a business that would not provide its customers with written proof of their business dealings. I was not even asking Hawaiian Airlines to reimburse me. I finally received a curt and rude response stating that "the reservation is cancelled". There was no reference to what reservation, (was it the flight or the car?), or when or to where this cancellation referred. I wrote again, this time to the president of the company, pointing out that customer service at Hawaiian Airlines was poor and that for most cancelling this type of dream trip would require utmost care and understanding for customer service.in addition the kind of aggravation and run around that I was getting was certainly a detriment to one who was recovering from major surgery. I finally got a reply from customer service confirming the cancellation, but it arrived after business hours of the day prior to the flight so was of little value to me. I wrote again a month later hoping for some compensation from Hawaiian but received an email back saying that they considered the matter closed. I don't consider it closed, their business practice cost me money but I don't know what to do.
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