Hawaii-based Airlines - If you want to get where you're going, avoid Island Air

I just had to stop in here with a trip report for my first and last Island Air flight. This airline is blatantly violating the rights of unsuspecting passengers, and it's beyond ridiculous.

Today I was scheduled to fly from HNL-Kapalua at 2:25. Island Air had a plane go mechanical so they had to cancel the flight departing in the 11 a.m. hour.

Their solution to accommodating the passengers from the 11 a.m. flight was to take the last 8 checked in passengers from the 2:25 flight (which BTW was an hour late) and tell them they had to wait until the flight in the 4 p.m. hour so they could transport the passengers from the canceled flight.

I hear my name called, and I walked up to find out I was one of the 8. Well I'm not Aloha nice. I'm a mainland business woman (i.e.. I can be a hard ... and make no apologies for it). I tell them that their compensation was unacceptable and that they were contracted to transport me on that flight as long as that flight was operating and I was checked in for the flight in time (I was).

Here is the compensation I was offered:

1. 1 way Island Air flight voucher good for a year
OR
1 meal voucher good only at HNL

Savvy travelers know that the law for IDB entitles a passenger to much more. To my surprise one after another the passengers accepted the voucher. I was the only hold out. I demanded to see a supervisor because I was told any issues I had must be taken up with customer service and they didn't owe me anything.

When a supervisor finally came out to speak with me, he acted like he didn't know what was going on. I told him I was entitled to 200% of the ticket I paid ($400 if I got in later than 4:57 p.m.) and I had the law pulled up on my smart phone in case there was any question.

I was again told that they were not paying me anything, but he would be back in 5 minutes. Apparently he went to the plane and offered a free round trip to 1 person who was willing to get off the flight so I could board as ticketed. A couple I shared a cab with told me they first offered 1 way and then round trip for one volunteer so I know it happened.

I truly believe that it was through the knowledge I've gained on this forum that I was able to fight for my rights. These other people had no clue. And the sad part is that the 4 p.m. flight was also going to be late. Flights can't land in west Maui after 5 p.m. so those people would end up either in HNL for the night or flying into OGG and having to take a 40 minute taxi ride to West Maui.

The sensible business move would have been to re book the hold outs from 11 a.m. on the 4 p.m. flight and not inconvenience people who had a confirmed ticket on the 2 p.m. flight. But that's not how Island Air saw it. And the sad part is people let them get away with it.

It seemed to me like this was business as usual for them. Everyone in the airport played dumb about the IDB rights of the passenger. It was total chaos, and I personally will never fly another Island Air flight. I will take the inconvenience of OGG over having to deal with such incompetence again.

I'd like to know if anyone else has had similar experiences with this company. Surely I'm not the first to demand my IDB rights. If I am, consider me blown away........

I told him I was entitled to 200% of the ticket I paid ($400 if I got in later than 4:57 p.m.) and I had the law pulled up on my smart phone in case there was any question.


Sorry to hear about your troubles. I am curious about this as I will be flying WP soon, also to JHM. As I am sure you know, Island Air is the only airline that flies to JHM/West Maui.

I took a look at the contract of carriage on Island Air's website and I think some of what you said is a bit off. Another site I read said that commuter airlines have different rules about bumping compensation, but I am not sure how so. Here is a passage from the Island Air website:


COMPENSATION FOR INVOLUNTARY DENIED BOARDING

2) Amount of Compensation

a) Passengers who are denied boarding involuntarily from an oversold flight
are entitled to:

i. no compensation if the carrier offers alternate transportation that is
planned to arrive at the passenger’s destination or first stopover not
later than one hour after the planned arrival time of the passenger’s
original flight

ii. 200% of the fare to the passenger’s destination or first stopover, with a
maximum of $650, if the carrier offers alternate transportation that is
planned to arrive at the passenger’s destination or first stopover more
than one hour but less than two hours after the planned arrival time of
the passenger’s original flight; and

iii. 400% of the fare to the passenger’s destination or first stopover, with a
maximum of $1,300, if the carrier does not offer alternate
transportation that is planned to arrive at the airport of the passenger’s
destination or first stopover less than two hours after the planned
arrival time of the passenger’s original flight.



I think this means this:

- Delay of less than one hour: no compensation

- Delay of one to two hours: 200% of fare

- Delay of more than two hours: 400% of fare (not $400)


I think Island Air would say that the other passengers were not IDB'd. It was voluntary, as they agreed to the offer that Island Air made. They probably didn't go out of there way to say that if they don't accept this offer they could get more, but I think that Island Air acted legally in this case (but maybe not with the most customer friendly approach). I would guess that this works the vast majority of the time and that when someone like you pushes for it, they try even harder to get you a seat.


Anyways, I hope you enjoy the rest of your trip.

- Delay of more than two hours: 400% of fare (not $400)
So $400 if the fare was $100.


I think Island Air would say that the other passengers were not IDB'd. It was voluntary, as they agreed to the offer that Island Air made.

A common airline trick: Get passengers who don't know better to accept VDB when many of those same passengers would insist on IDB compensation if they knew the rules and their rights and what the airline was asking them to accept and sign.

I think what you guys are missing is they told them they would have to wait. There was no volunteer situation at all. It was "we've had people here since 11 and we need to get them. And since you were the last to check in, you have to wait." There was no "we need volunteers and here's what we're offering." It was just you can't go now. But yes when they accepted the voucher, they were in effect denying their rights to the IDB compensation. I tried to tell them, but nobody would listen.

To me that is IDB....and I played it accordingly. I think they were shocked. When the supervisor left, I asked another girl why people where stuck from the 11 a.m. flight and was told to shut up and let them do their jobs. It was just a rude situation all the way around.

My flight was scheduled to arrive at 2:57. The flight I was to be put on was to arrive at 4:45 so they would owe me $200 for the IDB not just a free 1 way or a free lunch (one or the other but not both). I had originally read the rules pre-August 2011 where it was 100% up to 2 hours and 200% 2-4 hours. The amount doubled this year.

I am confused though as to whether the airline was supposed to process it there or if I had to go through customer relations. I was under the impression from what I read that it was to be done by the agents at the airport. They all played dumb and even said "we're not paying you anything."

To the poster who said he was flying the same route, I wish you luck. Read the Yelp reviews for this airline. This happens a lot. Also I'd advise anyone to avoid the last flight of the day into Kapalua because the airport has no lights. So if it's at all late you will likely land at OGG anyway.

The cab driver who took me to the Sheraton said he picks up a lot of people at that airport and takes them to OGG because of cancellations. I think the airline has tried to do too much with too few aircraft.

If you believe that the exact language was IDB and you did not receive IDB, you have an easy complaint to DOT.

There was no volunteer situation at all.

I have witnessed or seen reports of this on every major US carrier. :( :mad:

Process IDB as VDB unless passengers make a fuss. They usually get away with it.

If you believe that the exact language was IDB and you did not receive IDB, you have an easy complaint to DOT.

This is an absolute MUST ---- please give this to the DOT.

I've also given up on Island Air.

Agree. Conduct was criminal and DOT complaint mandatory.

Class-action would be nice against this no-class operation.

Agree. Conduct was criminal and DOT complaint mandatory.

Class-action would be nice against this no-class operation.
What "crime" did Island Air commit? :rolleyes:

Strongly suggest the DOT complaint if you feel it warranted, but with the understanding that you're not going to get the IDB compensation you wanted since you weren't ultimately IDB'd.

Always good also to demand that the GA pull out the CoCs so that you can look at it together and perhaps get others fellow pax to look at it as well.

What "crime" did Island Air commit? :rolleyes:


While it is true that the locals consider fleecing tourists as more of a "sport" than an offense, intentional deception for gain is fraud. Most likely the DOT will issue only an order for civil forfeiture; however, increasingly, elements of the Federal government are issuing criminal charges for violations of agency rules and CFR's.

And on a side note, the rolleyes is certainly the equivalent of stinkeye, and is very much not pono unless you're looking for a beef.

While it is true that the locals consider fleecing tourists as more of a "sport" than an offense, intentional deception for gain is fraud. Most likely the DOT will issue only an order for civil forfeiture; however, increasingly, elements of the Federal government are issuing criminal charges for violations of agency rules and CFR's.

And on a side note, the rolleyes is certainly the equivalent of stinkeye, and is very much not pono unless you're looking for a beef.

I believe slippahs questioned you saying 'criminal' because any offense that Island Air committed would be a civil offense, not a criminal one. So, when you said the 'conduct was criminal', thats not really accurate, even if WP did something wrong (which I don't think they did).

I don't know slippahs, but I don't have any indication from his previous posts that he was giving you a stinkeye or that he is 'looking for a beef'. He likely did the 'rolling eyes' because of your suggestion that a civil offense (at best) was a criminal action.

I believe slippahs questioned you saying 'criminal' because any offense that Island Air committed would be a civil offense, not a criminal one. So, when you said the 'conduct was criminal', thats not really accurate, even if WP did something wrong (which I don't think they did).

I don't know slippahs, but I don't have any indication from his previous posts that he was giving you a stinkeye or that he is 'looking for a beef'. He likely did the 'rolling eyes' because of your suggestion that a civil offense (at best) was a criminal action.

You don't think Island Air did anything wrong? That certainly makes you the minority in this thread. If a properly checked-in passenger is denied boarding, what is it other than IDB?

The conduct then is what is in question. If the actions were performed by poorly trained, unknowing staff then what we have is a DOT regulation violation, a civil matter. However, if it was policy to attempt to deny proper IDB compensation by making a less substantial offer and hoping someone bit, all 9 points of common-law fraud could be established by a competent prosecutor.

As for the smilies/emoticons, that's the trouble with using them --- we can't know with certainty what the user meant, only what it means to us. Several of these juvenile symbols, including the wink and the rolleyes, are deadly insults or "fighting words" in some cultures, as are common gestures used in everyday life. Unless you know exactly who you are interacting with, it behooves one to use plain language, and not symbols that may be open to interpretation.

If a properly checked-in passenger is denied boarding, what is it other than IDB?


If the passengers accepts an offer then it is a VDB. I realize that it is unclear whether the OP or other passengers knew they could refuse WP's offer and then be entitled to IDB. As I said earlier, I think it probably wasn't the most customer friendly approach, but that doesn't mean it violated DOT regulations. Based on the facts we have, it seems a bit unclear.


In regards the the Smilies, I find that they can help explain someone's tone in their post, which can often be misinterpreted when only words are used. FT is used by people all around the world, and most of the faces are pretty universal. The ':rolleyes:' in particular is described here as: Roll Eyes (sarcastic).

If the passengers accepts an offer then it is a VDB. I realize that it is unclear whether the OP or other passengers knew they could refuse WP's offer and then be entitled to IDB. As I said earlier, I think it probably wasn't the most customer friendly approach, but that doesn't mean it violated DOT regulations. Based on the facts we have, it seems a bit unclear.


Emphatically incorrect.

1. According to the OP, there was no announcement of an oversold situation, rather the problem was secondary to IROPS. Eight confirmed, checked-in passengers were told they were not to be boarded, and told they had a choice of a 1 way voucher or a meal voucher.

2. DOT mandated procedure requires soliciting volunteers who are offered compensation they may take or leave. The affected passengers were not volunteers, rather they were selected to be denied boarding.

3. At this point the 8 affected passengers were IDB. Nothing can change this status other than boarding the passenger. Whether or not they take the statutory compensation or other offered compensation, they remain classified IDB and must be reported as such on the quarterly 251's to DOT. Failure to properly record and report IDB's is a violation of the reporting requirements of 14 CFR Part 250 and 49 USC 41708 and are potential criminal violations of 49 USC 46310 and 46316. This has been a repeated point of emphasis from the DOT, and has been the subject of clarification letters to all carriers.

4. Once the IDB situation occurs, written notice and verbal explanation of the statutory cash/check compensation is required. Passengers may be offered other compensation, but are not required to accept it. Indeed, passengers may reject the cash IDB compensation and retain their right to sue, if they wish.

Island Air is clearly in the wrong here, and knew they were (remember, they eventually got a volunteer already boarded to VDB in order to seat the OP). They have a chance to avoid enforcement action if they admit their mistake, compensate the other 7 IDB's properly, and file a correct 251 for this quarter. The OP should help out her fellow passengers (and take the personal revenge I think she wants) by filing a complaint with the DOT.

I fail to see, as do others above, how you can possibly believe that Island Air properly handled this situation, unless you have some conflict of interest you aren't telling us about.

In regards the the Smilies, I find that they can help explain someone's tone in their post, which can often be misinterpreted when only words are used. FT is used by people all around the world, and most of the faces are pretty universal. The ':rolleyes:' in particular is described here as: Roll Eyes (sarcastic).
Not sure why :rolleyes: required such a lengthy off-topic discussion, but thanks will2288; spot on. If one takes such great offense to a :rolleyes: , I'd imagine one would have much trouble in the C:rolleyes: forum or really anywhere on FT.

Getting back to the topic at hand, if one feels they have a claim against WP, one should file it. But as noted above, this happens all across the airline world. It's a shame it's up to the consumer to be vigilant and aware of the applicable rules.

If the passengers accepts an offer then it is a VDB. I realize that it is unclear whether the OP or other passengers knew they could refuse WP's offer and then be entitled to IDB. As I said earlier, I think it probably wasn't the most customer friendly approach, but that doesn't mean it violated DOT regulations. Based on the facts we have, it seems a bit unclear.


In regards the the Smilies, I find that they can help explain someone's tone in their post, which can often be misinterpreted when only words are used. FT is used by people all around the world, and most of the faces are pretty universal. The ':rolleyes:' in particular is described here as: Roll Eyes (sarcastic).

As the OP I can answer one point in your post. I did make a stink and they ultimately VDB'd someone else on board to get me on because they knew I knew my rights and would push it. I shared a cab to the Sheraton with a nice Indian couple who told me they came on to the plane and asked for 1 volunteer. They first offered 1 one way ticket and then offered 2 in order to get someone to volunteer. They got their 1 volunteer and I got my seat. It was a way to get rid of me because they knew I wasn't going quietly.

What I was told is "We're not paying you anything but what we're offering and if you think you should get more you'll have to take it up with customer service." They even gave me the number to customer service (very rudely) and I called but was left on hold forever. I was still on hold when I was told to board the plane.

As far as the person who mentioned bringing out the COC, these agents would never. They got mad when I asked them why there were people waiting since 11. They told me to be quiet and let them do their jobs. They were clearly mad because I didn't accept the compensation and go quietly like everyone else.

I did try to get other passengers to listen but no one wanted to. They all just took their vouchers and went on their way. I think I was the only non-Hawaiian they denied boarding to so everyone else was mellow and accepting.

I will also address the use of criminal. On the mainland, it is very common to describe bad behavior as criminal even when a crime hasn't been committed. I know I've used the term as such and seem many others do the same. I think maybe the reaction of Slippahs was not knowing the context in which some people use the term. The behavior was certainly not criminal in the literal sense of the word, but it was breaking a contract and therefore some would call it criminal.

I think I will file the DOT complaint for the specific reason that they need to be reported. I'm not looking for any compensation, but I would hope that this airline would not make it a practice. They should have told the passengers from the canceled flight that they could confirm them on the 4 p.m. and let them stand by for the 2 p.m. Instead they decided to take people from the 2 p.m. flight (last 8 to check in) and move them. This is unacceptable (which is also the word I used many times to the Island Air staff). It's also bad business because it's saying to the people on the 2 p.m. flight that their business is less important than those on the 11 a.m. flight. I'm sorry, but I paid for a full fare flight so my business is equally important.

I did ask to go to OGG on Go or Hawaiian and was told both were booked until late that night. I was told by the cab driver who took me to the Sheraton that the airline cancels a lot of flights and he ends up picking up passengers and taking them to OGG a lot. So it seems to me like the company does not have the business sense to last too long.

Of course, in the future I fear that instead of giving the real reason that they'll hide behind weights and balances to offload people as they see fit. Thing is if they'd done that, I wouldn't even have a complaint. I would have had zero problem if they'd asked for volunteers (and no I would not have volunteered because I was already annoyed with this airline before that) and done things properly. But to be told I could not go because there were people who'd been there since 11 when my flight was already over an hour late was completely unacceptable, especially when I knew the 4 p.m. flight would likely be late and ultimately have to land at OGG. Their canceled flight is not my problem. I was there 1:15 minutes before my scheduled flight time. I checked in and got hassled about the weight of my carry on. I shifted things and went to the gate. It was the worst flight experience of my life, and I've flown Mesa, ASA, and Air Wisconsin so that says a lot.

I will also address the use of criminal. On the mainland, it is very common to describe bad behavior as criminal even when a crime hasn't been committed. I know I've used the term as such and seem many others do the same. I think maybe the reaction of Slippahs was not knowing the context in which some people use the term. The behavior was certainly not criminal in the literal sense of the word, but it was breaking a contract and therefore some would call it criminal.

I am part of a profession that deals with the misuse of the term "criminal" on a far too frequent basis. Let's just leave it at that.

Not a fun situation!

I also fly to JHM every time I come to the islands, so I've flown WP many times. I've never had a problem with them. Only once did we have a weather related delay (wind and low ceilings at JHM), leading to a very tight connection, but not their fault, and no problem ever came of it.

For the first time, we're going to fly into OGG, but also on WP since they have a direct LIH-OGG at the time we need.

Possibly an isolated incident???

Possibly an isolated incident???

It seems like people either love them or hate them.

I'm in the love camp. I've flown WP probably 10 or 12 times from HNL-JHM, though not as much as someone who lives on the islands, I think enough to get a feel for their service.

I've honestly never had a problem with them. I can't remember any of my flights being drastically delayed, and I've always found the employees friendly and professional. YMMV.