We were originally booked on the HA11 for the 30th April out of SFO for HNL which I guess would have been the return flight for the OPs flight.

We received an email on the 27th telling us of the cancellation a couple of days in advance, and that they would be contacting us shortly with new flight details, but they never did, our booking was SFO-HNL-ITO after phoning Hawaiian and spending ages on hold only to have the phone answered and hung up, I tried again eventually getting through after about another 30 minutes on hold.

The best they were prepared to offer was SFO-OGG-HNL-ITO our original tickets were all in first class (routing SFO-HNL-ITO) but they couldn't offer anything out of SFO or OGG in First and no mention of compensation. Reluctantly we accepted those but after thinking about it my partner fired off a strongly worded email to the CEO and shortly after we had a response from a Senior Director in Customer Services.

We were offered SJC to HNL but that didn't really work for us, but they were happy to give us OAK to HNL which then connected with our HNL - ITO flight.

It seems that call centre agents can't do re-routes and it needs someone higher up to authorise something which seems a relatively simple operation.

Flight out to HNL was good, just a shame we had to sort it out and it wasn't automatically done and offered first.