Overcharged for Bag on Hawaiian (United FF Award)
May 22, 2014, 5:52 am
#31
Join Date: May 2014
Location: BKK
Programs: AA EXP, UA 1P, SPG Plat75, Hyatt Plat
Posts: 7
I suggest that you (or anyone else in this situation) take a few minutes to submit a complaint to the DOT via their website. As my experience with DOT shows, they are nothing but an industry lapdog, but the complaint should go into a database that can be accessed at some point to evaluate whether Hawaiian has engaged in a pattern or practice of violating DOT baggage rules.
For those who would prefer more immediate relief, they should contact their credit card company and dispute the charge. AMEX, however, will not allow a cardholder to enter a dispute online if it involves an airline; snail-mail is required. If the amount is small, AMEX will issue the credit rather than spend time investigating it.
For those who would prefer more immediate relief, they should contact their credit card company and dispute the charge. AMEX, however, will not allow a cardholder to enter a dispute online if it involves an airline; snail-mail is required. If the amount is small, AMEX will issue the credit rather than spend time investigating it.
Sep 10, 2014, 7:08 pm
#32
Original Poster
Join Date: Mar 2008
Location: HNL
Programs: HHonors, Hyatt, Alaska, American, United
Posts: 128
Hawaiian Finally Caves In
What a saga it has been! The utter ineptness of both Hawaiian and DOT was totally inexcusable. After receiving the "no-go" response from DOT in May, I faxed a constituent request to my senator, Maria Cantwell, who also sits on the Commerce Committee, which has authority over DOT. My inquiry was forwarded to DOT for a response (remember that DOT had closed my inquiry and refused to do anything further). When an agency gets a congressional inquiry, they are required to provide a full and substantive response-- brush-offs are not acceptable.
Today, I received an email from Hawaiian apologizing for their mistake and admitting that the Hawaiian bag fee ($17) and not the United bag fee ($25) should have been applied. In addition to the refund ( $8.00), they are also issuing me a flight credit for $50.
The point of this exercise was to educate Hawaiian into applying the baggage fee rule correctly. Admittedly, it was like pulling teeth, and having a complicit DOT did not help. Their consumer operation needs to be audited, as it looks like they don't know their own rules.
Today, I received an email from Hawaiian apologizing for their mistake and admitting that the Hawaiian bag fee ($17) and not the United bag fee ($25) should have been applied. In addition to the refund ( $8.00), they are also issuing me a flight credit for $50.
The point of this exercise was to educate Hawaiian into applying the baggage fee rule correctly. Admittedly, it was like pulling teeth, and having a complicit DOT did not help. Their consumer operation needs to be audited, as it looks like they don't know their own rules.
