Hawaii-based Airlines - Poor HA Customer Service Response

Due to a long string of circumstances beyond the scope of this topic, I had to book a flight with only about 1.5 hour notice over the phone with HA. The flight went fine, and was uneventful. Due to a customer service issue with the aforementioned off-topic problem, I need to get ahold of my itinerary to send to a third party.

I tried to take care of this on the day of travel at the kiosk, but the fare information leaves out the $30 phone ticketing fee ($10 x 3 tickets).

HA's phone support has been nearly worthless. First, reservations told me that they cannot pull up used itineraries (as an IT employee myself, this sounds inconceivable). They referred me to customer relations, which is really for complaints. I have called and emailed them but was told it may be THIRTY business days for a response. 30 days to send a receipt?

Anyone have any other ideas?

Sounds like they need to go to Southwest's "one call" strategy. Reservations agents at Southwest can resend past receipts from a flight taken years ago (as long as the ticket is electronic). Sounds like Hawaiian either needs a technology update, or needs to put some empowerment in the hands of their res agents. Sounds like they're only ho'okipa before and during your flight.

Anyone have any other ideas?

My best idea, forget about the $30. Sounds like you've already spent more of your time than $30 is worth. Sometimes HA's practices are just completely batty.

You could always dispute (or threaten to dispute) the credit card transaction on the basis that you have a receipt for $30 less than what was charged.


Evan :->

You could always dispute (or threaten to dispute) the credit card transaction on the basis that you have a receipt for $30 less than what was charged.


Evan :->

Thanks for the advice, everyone. I am probably worried too much over the $30 when I am fighting CheapTickets over $450. (The long story involves CheapTickets selling me three "confirmed" seats KOA-OGG that Pacific Wings denied us boarding with, claiming they were "standby"--on a 9 passenger Cessna).

I started the dispute over the $30 to see if that ruffles some feathers. If CheapTickets does not resolve the issue over the greater amount, I will dispute that before the charge is 60 days old. For now I am leaving that option until later.

Thanks for the advice, everyone. I am probably worried too much over the $30 when I am fighting CheapTickets over $450. (The long story involves CheapTickets selling me three "confirmed" seats KOA-OGG that Pacific Wings denied us boarding with, claiming they were "standby"--on a 9 passenger Cessna).

I started the dispute over the $30 to see if that ruffles some feathers. If CheapTickets does not resolve the issue over the greater amount, I will dispute that before the charge is 60 days old. For now I am leaving that option until later.

Update:

The day after I disputed the charge, HA started responding to my customer service requests. Coincidence? Maybe, but doubtful. The eventually snail mailed the receipt to me.