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Refunds Information

Involuntary Refunds

  1. The amount the carrier will refund upon surrender of the unused portion of the passenger's ticket according to Rules 35 (Refusal to Transport), 50 (Acceptance of Children), 235 and 240 (Flight Delays/Cancellations), will be:
    1. If no portion of the ticket has been used:
      HA will refund an amount equal to the fare and charges applicable to the ticket issued to the passenger.

      If a portion of the ticket has been used the refund will be an amount equal to the lowest applicable direct one-way fare (or, on round/circle/open-jaw trip tickets to which a discount applies,50% of the round-trip fare) for the classes of service paid or less the same rate of discount that was applied in computing the original fare and charges applicable from the point of termination to the destination named on the ticket, or to the point at which air transportation is to be resumed:
      1. The routing specified on the ticket, if the point of termination was on the routing of the ticket, or
      2. The routing of any carrier(s) operating direct service between such points, if the point of termination was not on the routing specified on the ticket.

        The amount of refund will not exceed the fare for the portion of the ticket from the last point of stopover to the last point of stopover to the next point of stopover/final destination.

        EXCEPTION 1: The carrier will make no refund:
        When the destination designated on the passengers ticket is: and the flight on which the passenger is being transported terminates at
        LAX ONT
        OAK SFO
        ONT LAX
        SFO OAK
    2. Notwithstanding the provisions of this rule, the carrier will not accept for any purposes under this rule, passenger tickets or related transportation documents issued by any carrier which is in substantial default of its interline obligations

Voluntary Refunds

  1. General
    When a fare rule allows for a refund on the ticket issued, Refunds will be issued within seven (7) business days for domestic credit card purchases. The refund may take up to two billing cycles before it is reflected on the purchaser's credit card statement. Refunds for eligible tickets purchased with cash or check will be processed within 20 business days. Fees or penalties will apply to your refund as described in Paragraph A.3 below.

    When Rules 35 (Refusal to Transport), 50 (Acceptance of Children) or 240 (Flight Delays/Cancellations) are not applicable, the carrier which issued an refundable ticket will, provide a refund to the passenger on the following basis:
    1. If no portion of the ticket has been used, the refund will be an amount equal to the fare and charge applicable to the eligible ticket issued to the passenger.
    2. If a portion of the ticket has been used, the refund will be an amount equal to the difference between the fare and charges applicable to the eligible ticket issued to the passenger, and the fare and charges applicable to the transportation of the passenger covered by the used portion of the ticket.

      By Mail
      When requesting refund, passenger must submit the unused portions of the ticket to HA within 12 months after the original issue date to Refunds Department at the following addresses:
      • Via U.S. Postal Service:
        Hawaiian Airlines, Inc.
        Refunds
        P.O. Box 29906
        Honolulu, HI 96820
      • Via Courier Service:
        Hawaiian Airlines, Inc.
        Refunds
        3375 Koapaka St, Ste G350
        Honolulu, HI 96819
      Request should include:
      • Requestor's full name, address and daytime phone number
      • a brief explanation of why refund is being requested
      • the unused portion (coupons) of eligible ticket
      • passenger receipt (coupon)
      • any other documentation to assist in processing the refund request
      HA Airport or City Ticket Office
      Refunds for paper tickets or e-tickets should be requested by the completion of a refund application that can be obtained at any HA Airport or City Ticket Office location.
      HA assumes no obligation to issue a voluntary refund in accordance with 1) and 2) above, unless such ticket was issued on HA ticket stock. The term "HA ticket stock" means tickets which are printed or imprinted with the HA carrier code (173) as part of the ticket serial number.
    3. All voluntary refunds made on eligible tickets will be assessed the following service fee:
      • For travel wholly within the State of Hawaii: USD 25.00
      • For travel between Hawaii and the Continental USA: USD 75.00
      • Note: The fee will be waived in cases of certified death where passengers elect to accept the refund in the form of a transportation credit voucher valid for one year from date of issue:

      EXCEPTION: Full refunds will be given to all active duty military personnel, their immediate family members or traveling companions, and to all military and government fares without the service charges above. Non-active military personnel may receive full refunds without service charge if they are able to provide proof of orders which prevent them from travelling as ticketed.
      NOTE: In addition to fully refundable tickets, eligible tickets may include non-refundable tickets in circumstances involving certified illness or death as follows -

      1. In cases of certified illness, fares will be refunded with fees outlined in paragraph A.3. Such refund will be given for the value of the ticket less applicable administrative fee in the form of a transportation credit voucher only, valid for one year from issue date.
      2. In cases of certified death of the passenger, passenger's immediate family member, or traveling companion, fares will be refunded with fees outlined in paragraph A.3, which will be waived if refund is given in the form of a transportation credit voucher, which will be valid for one year from the date of issue.
    4. When rerouting and flight changes are requested due to death or illness of the passenger, a member of the passenger's immediate family (traveling or not) or a traveling companion, HA Consumer Affairs Office will refund date change fees with a maximum of $125 each way per person in cases of certified death of an immediate family member or hospitalization of passenger or immediate family member as defined in Rule 005 of this tariff. Reroute fees will not be refundable due to death or illness. Medical Documentation or Death Certificate must be sent to: HA Consumer Affairs, PO Box 30008, Honolulu, HI 96820, or faxed to (808) 838-6777.
  2. Person to Whom Refund is Made
    Except as provided below, the carrier will issue a refund to the purchase of the ticket,

    REFUND OF TICKETS AS DESCRIBED BELOW WILL BE MADE ONLY TO:
    1. In exchange for a Prepaid Ticket Advise and/or Miscellaneous Charge Order: The purchaser of the Prepaid Ticket Advice and/or Miscellaneous Charge Order.
    2. Under a Universal Air Travel Plan: The subscriber against whose account the ticket was charged.
    3. Against a Transportation Request, issued by a government agency, other than a U.S. Government Agency: The government agency, which issued the Transportation Request.
    4. Against a U.S. Government Transportation Request: The U.S. Government Agency which issued the U.S. Government Transportation Request with a check payable to the "Treasurer of the United States"
    5. Tickets issued against a credit card: The account of the person to whom such credit card has been issued.
  3. Lost Tickets
    1. Service Charge. A service charge of USD25.00 will be assessed if tickets were issued for travel wholly within the State of Hawaii. A service charge of USD75.00 will be assessed for travel to any other destination.

      Exception 1: No service charge will be imposed for Military Passengers when transportation is paid for with a U.S. Government Transportation Request (Form 1169).
    2. Application for Lost Tickets
      1. Time limit. The refund will be made in accordance with rule 270 provided application therefore has been made not later than one month after the expiration date of the lost ticket.
      2. Where filed. Application must be filed in the general offices of the carrier for such refunds.
      3. Form of Application. Application must be made on forms prescribed by the carrier for such refunds.
      4. When payable. A refund will not be made in less than (4) months after receipt or proof of loss, subject to e) below.
      5. Previous Use or Refund. Refund will be made only provided that the lost ticket or lost portion thereof has not previously been honored for transportation or refunded to any person.
      6. Indemnity. HA will make such refund only provided that person to whom the refund is made agrees, in such form as may be prescribed by HA, to indemnify HA for any loss or damage, which it may sustain for reason of such refund.
    3. Amount of Refund. When a passenger loses his/her ticket or the unused portion thereof the carrier which issued the ticket will make the refund in the following amounts as applicable.
      1. If no portion of the ticket has been used and:
        1. The passenger has purchased a new ticket at the published rate covering the same transportation as covered by the unused portion of the lost ticket the refund will be an amount equal to the fare and charges paid for such new ticket less the lost ticket application fee.
        2. The passenger has not purchased a new ticket covering the same transportation as that covered by the unused portion of the lost ticket and chooses not to travel, the refund will be an amount equal to the fare and charges paid on the lost ticket less the lost ticket application fee.
      2. If a portion of the ticket has been used and:
        1. The passenger has purchased a new ticket at the published rate covering the same transportation as covered by the unused portion of the lost ticket the refund will be an amount equal to the fare and charges paid for such new ticket less the lost ticket application fee.
        2. The passenger has not purchased a new ticket covering the same transportation as that covered by the unused portion of the lost ticket and chooses not to travel, the refund will be an amount equal to the difference between the charges paid and the fare and charges applicable to the transportation of the passenger covered by the used portion of the ticket less the lost ticket application fee.
        3. If HA can show within the passenger name record the original ticket numbers that were issued and then lost, the carrier will issue a ticket valid for boarding with no additional collection with the exception of the applicable lost ticket application fee. This case would result in no refund being processed.
      3. Notwithstanding the provisions of this rule, the carrier will not accept for any purposes under this rule, passenger tickets or related transportation documents issued by any carrier which is in substantial default of its interline obligations.

        Passengers must travel on the date that they were originally ticketed otherwise HA will collect the additional penalty charge in addition to of the fee for date changes. The replacement ticket(s) will be issued as a Hawaiian Airlines published fare.
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