Originally Posted by giporlos

The HA webpage offers confusing information on waivers, refunds, and "the form" you can use to do this. Two experiences below, both purchased online through HA directly.

I had one ticket I purchased 7 March hoping to make a trip.... that didn't pan out and when I went to do my free waiver change and deposit the dollars to my Hawaiian account, I had to call. When I called and asked for funds to be deposited to HA account I was asked "what is the reason?"... When I didn't say the words "corona virus" I was told there would be a fee to change and/or deposit (???). When I said "yeah, it's because of the corona virus", then they said "OK you can get the credit to your account". I thought should be automatic since I purchased under the new waiver free offer.

Another ticket from Brisbane to Honolulu 30 May. Flight cancelled, was non-refundable and extra comfort to boot. Tried to do online, but it wasn't clear if I was cancelling AND getting a refund... so I toughed it out and called... once through... full refund to credit card.

Painful as it is... I would call. I wish their website was more robust and not so confusing... but every time I've gotten through via phone they have been polite and helpful.