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Help/Frequently Asked Questions
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What is the new checked bag policy?
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Our checked bag policy has changed.
For continental U.S. – Hawaii itineraries: If your tickets are issued on or after August 01, 2008, for travel commencing on or after October 01, 2008 there is a $15 fee each way for the first checked bag. As previously announced, there is a $25 fee each way for a second checked bag.
For interisland itineraries: As previously announced, there is a $17 fee each way for a second checked bag.
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What are your restrictions for Carry-on baggage?
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Each ticketed passenger is currently limited to one piece of carry-on baggage and one personal item. You may check your stroller or car seat at the gate. Car seats, bassinets, infant carrying seats, or strollers are all accepted as check-in baggage as part of the free baggage allowance for the accompanying ticketed adult passenger. (There is no separate baggage allowance for infants held in a passenger's lap.) When in excess of the 2 piece baggage allowance, the passenger will be charged for the excess piece (car seat, bassinet, infant carrying seat, or stroller).
These items may be carried on the aircraft as your one-piece of carry-on baggage allowance, provided the item can properly fit in the overhead compartment or stowed beneath the seat in front of you. In addition to the one-piece carry-on baggage allowance, you may also carry on one personal item such as a purse, briefcase, laptop computer, backpack or similar item.
When flights are full, HA reserves the right to stow Carry-On Baggage in the cargo compartment of the aircraft. Carry-on baggage may be limited further by aircraft type or storage availability.
Hawaiian Airlines operates the B767 aircraft between Hawaii and the mainland/South Pacific and B717 aircraft for interisland travel. Your carry on baggage should be no more than 45 linear inches, or 9"x14"x22" (L+W+H), and weight no more than 25 pounds.
The following items are not included as part of the carry on baggage limit.
- a handbag or pocketbook
- an overcoat or wrap
- a foot rug
- an umbrella or walking stick
- a camera and/or a pair of binoculars
- a reasonable amount of reading matter for the flight
- an infant's food for consumption enroute
- a collapsible wheelchair and/or crutches and/or braces or other prosthetic device on the same flight with passenger dependent on the device.
Your primary storage area is the space under the seat in front of you. The overhead compartments are on a first come, first serve basis and are for all passengers. If your carry on item is unable to be safely stored under the seat in front of you or in the overhead compartment, or if all storage areas are full, you may be asked to check in your baggage for pick-up upon your arrival.
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What are your restrictions for Checked baggage?
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Free Baggage Allowance:
There is a charge for those pieces which are considered "excess" baggage.
For Travel within the State of Hawaii:
The free baggage allowance is one piece per passenger:
| Checked Pieces |
Charge |
| 1st Excess Piece |
USD $17 |
| Additional Pieces |
USD $25 for each excess piece |
For travel within the Continental USA or between the Continental USA and Hawaii:
Baggage in excess of the free baggage allowance specified in Rule 220 will be charged as shown below.
Where tickets are issued prior to May 10, 2008, where free baggage allowance is two pieces per passenger:
| Checked Pieces |
Charge |
| 1st to 3rd excess pieces |
USD $80.00 for each excess piece |
| 4th to 6th excess pieces |
USD $105.00 for each excess piece |
| 7th or any additional |
USD $180.00 for each excess piece |
Where tickets are issued on/after May 10, 2008 and on/before July 31, 2008, where free baggage allowance is one piece per passenger:
| Checked Pieces |
Charge |
| 1st excess piece |
USD $25.00 for each excess piece |
| 2nd to 5th excess pieces |
USD $100.00 for each excess piece |
| 6th or any additional |
USD $200.00 for each excess piece |
Where tickets are issued on/after August 1, 2008 for travel on/before September 30, 2008, where free baggage allowance is one piece per passenger:
| Checked Pieces |
Charge |
| 1st excess piece |
USD $25.00 for each excess piece |
| 2nd to 5th excess pieces |
USD $100.00 for each excess piece |
| 6th or any additional |
USD $200.00 for each excess piece |
Where tickets are issued on/after August 1, 2008 for travel on/before October 1, 2008, where there is no free baggage allowance. Each piece of baggage will be subject to charge:
| Checked Pieces |
Charge |
| 1st excess piece |
USD $15.00 for first checked piece |
| 2nd piece |
USD $25.00 for second checked piece |
| 3th to 6th pieces |
USD $100.00 for each excess piece |
| 7th or any additional |
USD $200.00 for each excess piece |
For Travel between Hawaii and Pago Pago, Papeete and Sydney:
The free baggage allowance is two pieces per passenger:
| Checked Pieces |
Charge |
| 1st to 3rd excess pieces |
USD $80.00 for each excess piece |
| 4th to 6th excess pieces |
USD $105.00 for each excess piece |
| 7th or any additional |
USD $180.00 for each excess piece |
For Travel between the Continental U.S. and Pago Pago, Papeete and Sydney:
The free baggage allowance is two pieces per passenger:
| Checked Pieces |
Charge |
| 1st to 3rd excess pieces |
USD $105.00 for each excess piece |
| 4th to 6th excess pieces |
USD $130.00 for each excess piece |
| 7th or any additional |
USD $205.00 for each excess piece |
For Travel between the State of Hawaii and Manila:
Travel from Hawaii to Manila:
| Checked Pieces |
Charge |
| Each excess piece |
USD $125.00 for each excess piece
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Travel from Manila to Hawaii 26Dec-31Jan, 16Mar-31May, 01Aug-31Aug
| Checked Pieces |
Charge |
| 1st to 3rd excess pieces |
PHP 7000 for each excess piece
| NOTE: Excess pieces will be accepted on space available basis only. HA is not responsible for ground delivery at point to where excess piece(s) is/are checked. |
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What is considered "Oversized" baggage and what are your fees?
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OVERSIZE BAGGAGE
"Oversized" baggage is defined as a bag whose maximum outside linear dimensions (L+W+H) exceed 62 inches but not more than 80 inches and weighs not more than 50 pounds.
The charge for an oversized bag may depend on what you are transporting. Please check our Contract of Carriage for specific information on charges for special items. OVERWEIGHT BAGGAGE
If the bag weighs more than 50 lbs but less than 70 lbs., there is a $25 charge. Hawaiian will not accept any baggage which weighs more than 70lbs.
Excess pieces are accepted on space available basis only, and Hawaiian Airlines is not responsible for ground delivery at point to where excess piece(s) is checked.
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How do I report lost/damaged baggage?
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Hawaiian Airlines' Baggage Service office at the respective airports handle all checked baggage claims or items taken away from passenger on the aircraft for which a claims tag is issued. A Baggage Irregularity Report (BIR) is required to be completed in writing by the passenger upon arrival or within 4 hours of flight arrival at the Baggage Service counter for any delayed, lost, or damaged checked baggage. Baggage Tracers are sent to all HA baggage service locations, as well as other airline baggage service locations involved in the passenger’s itinerary. This information is then entered into the system for tracking purposes and creates a permanent record for the claim. For damage claims, the damaged article(s) are required to be inspected by Hawaiian personnel at the time the claim is made.
Claims Department
Oahu: 835-3314
Toll-free: 866-389-6654
Fax: 808-835-3466
M-F 8:00 a.m. to 4:30 p.m. HST
Whether your travel is only on Hawaiian or includes other carriers, the last carrier which transported you to your final destination is responsible to process the claim to its resolution. |
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Do you have a list of items that may/may not be brought onboard the aircraft (e.g. lithium batteries, liquids, medication)?
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The Transportation Security Administration (TSA) provides travel tips on the TSA web site, www.tsa.gov. Look there prior to each trip to find information and advisories regarding:
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What are the age restrictions for children traveling alone?
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Hawaiian Airlines designates children from ages 5-14 as unaccompanied minors when traveling without a companion of at least 18 years of age in the same cabin. This could also include children ages 15 and older traveling alone and for whom the parent or guardian requests special supervision. For interisland flights, children ages 5-11 are considered unaccompanied minors if not traveling with an adult 16 years of age or older.
Unaccompanied minors:
Under 5 years of age are not accepted
Ages 5-7 years are accepted for nonstop and direct flights only
Ages 8-11 accepted for nonstop, direct and connecting Hawaiian Airlines flights for travel wholly within Hawaii.
Ages 8-14 accepted for nonstop, direct and connecting Hawaiian Airlines flights for travel between the mainland USA and Hawaii.
IMPORTANT: Travel for unaccompanied minors of any age will not be allowed on a Hawaiian Airlines flight departing between the hours of 9:00 p.m. and 5:00 a.m. unless travel is on flights operating out of Honolulu which are the only flight of the day. Unaccompanied Minors will not be accepted for travel on the last connecting flight of the day to their final destination. In addition, Unaccompanied Minors are not accepted on flights to/from international destinations or to American Samoa, or which require an overnight stay in order to make a connection. Unaccompanied Minors are not accepted on any code share flights. The maximum ground time between connecting flights for Unaccompanied Minors is two (2) hours. |
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What are the unaccompanied minor fees?
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Children traveling unaccompanied pay a full adult fare. An additional service charge is collected to cover extra handling required when an unaccompanied child travels. Please confirm this charge when placing your reservation. You must call our Reservations upon booking reservations for your child to provide all necessary contact information. Failure to contact our Reservations may result in denied boarding of your child. $35.00 one-way for interisland flights
$75.00 one-way for nonstop flights between the mainland USA and Hawaii
$100.00 one-way for connecting flights (HA only) between the mainland USA and Hawaii
The unaccompanied minor service charge must be paid at the time of check-in at the airport ticket counter. The adult must fill out forms including contact information for the receiving adult.
The parent or guardian must accompany the child to the gate for a departing flight and pick up the child at the gate upon arrival. Please ask a ticket agent for a special pass so that you can accompany or meet your child. |
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My infant will be 23 months when we depart but 24 months when we return. Can he/she still travel free?
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You will need to need to purchase a one-way ticket for your infant on your return flight. |
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Can I check my stroller/car seat at the gate?
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Yes, you may check your stroller or car seat at the gate. Car seats, bassinets, infant carrying seats, or strollers are all accepted as check-in baggage as part of the free baggage allowance for the accompanying ticketed adult passenger. (There is no separate baggage allowance for infants held in a passenger's lap.) When in excess of the 2 piece baggage allowance, the passenger will be charged for the excess piece (car seat, bassinet, infant carrying seat, or stroller).
These items may be carried on the aircraft as part of their 2 piece carry-on baggage allowance provided the item can properly fit in the overhead compartment or stowed beneath the seat in front. |
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Why can't I select seats when making my reservation on-line?
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Pre-reserved seats are limited by differences in aircraft seating configurations and seats with qualifications such as emergency exit rows. The common seats alike on all aircraft are the seats offered for pre-assignment.
Within 24 hours of departure, additional seats become available when the actual aircraft is assigned to a specific flight and the seat configuration is finalized. Pre-assigned seat availability should not be confused with your confirmation of a seat aboard the flight.
Hawaiian Airlines will do all possible to provide passengers with their preferred seating. It is also our policy to seat children under the age of 12 with an accompanying adult. |
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Why am I not allowed to use Web Check-In?
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Web Check-In is available to all Hawaiian Airlines E-Ticket customers traveling on Inter Island and Trans Pacific (mainland) flights. However, there are a few situations which may prevent passengers from using web check-in (due to special services, special requirements, or special handling). These passengers will be required to see an agent to check-in.
If you are holding a paper ticket, you will need to check-in with a Hawaiian Airlines agent at the airport. Web Check-In is only available to customers holding valid Hawaiian Airlines E-Tickets.
IMPORTANT: Web Check-in is not available for International destinations. |
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How can I make a change to my current reservation?
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Please call our Reservations department to make changes to an existing reservation. U.S. & Canada Reservations:
Daily Hours: 5:00 a.m. - 9:00 p.m. Hawaii Standard Time (HST)
Toll-Free: 1-800-367-5320
Fees and restrictions may apply. Changes cannot be made to held reservations. |
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How can I get a refund for my unused ticket?
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Tickets purchased on line are non-refundable except in cases of death. There is a $75 service charge per person for refunds of Transpacific tickets and a $25 service charge per person for refunds of interisland tickets. To request a refund, please send a copy of the itinerary, death certificate and proof of relation to:
Hawaiian Airlines Consumer Affairs Office
PO Box 30008
Honolulu, HI 96820
Fax: 808-838-6777
*Immediate family members include:
SPOUSE
CHILDREN/ADOPTED CHILDREN
SONS-IN-LAW/DAUGHTERS-IN-LAW
BROTHER-IN-LAW/SISTER-IN-LAW
MOTHERS-IN-LAW/FATHERS-IN-LAW
GRANDPARENTS
GRANDCHILDREN
BROTHER/SISTER
MOTHERS/FATHERS
STEPMOTHER/STEPFATHER
STEPDAUGHTER/STEPSON
STEPSISTER/STEPBROTHER
STEP-GRANDPARENTS
STEP-GRANDCHILDREN
*Documents showing proof of relation could be a birth certificate or obituary stating relation to the deceased. |
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Do you offer special meals?
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Hawaiian Airlines no longer offers special meals or children's meals. However, you are welcome to bring your own meals on board if our normal meals do not meet your dietary needs. |
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How do I request special services like a wheelchair or oxygen?
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How do I find out about all other rules and policies of Hawaiian Airlines?
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A purchased ticket is a binding agreement between the customer and Hawaiian Airlines. Please view our Contract of Carriage to access these rules, including minimum check-in times, baggage liability, and handling of flight disruptions. |
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I do not live in the United States. Why is your system not accepting my credit card?
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Hawaiian Airlines is unable to accept credit cards with foreign billing addresses, except from Australia and Canada. |
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What time do I have to be at the airport to check-in?
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Can we use cash on-board to purchase items in flight?
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As of October 16 all Hawaiian Airlines flights will be cashless. Inflight purchases, such as headsets or drinks, can be made using your debit or credit card. |
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What coverage is included with Travel Insurance?
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How can I receive credit for a flight that I took 5 months ago?
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If you would like to request mileage credit for a previous flight, please use our Retroactive Mileage request form. Please click on the link below or click on “Retroactive Flight Miles” under the HawaiianMiles tab at the top of the page. |
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Can I pool miles if I don't have a Hawaiian Airlines Visa Credit Card?
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In order to Pool Miles, the recipient of miles must have an active Hawaiian Airlines Credit or Check card (primary cardholder only), and valid email in their HawaiianMiles account information.
The giving party must log into My HawaiianMiles using their membership number and password. Once logged in, click on "Pool Miles" listed under "Account Maintenance" and follow the instructions.
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How do I update my contact information?
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If you are able to access your account online, please login and click on the “Update Email/Account Info” link on the right-hand side of the screen.
If you are unable to access your account online, please call our HawaiianMiles Service Center for further assistance. An agent will need to verify some information with you before processing your request. HawaiianMiles Service Center:
Monday-Friday Hours: 8:00 a.m. - 4:00 p.m. HST
U.S. Mainland, Canada and Neighbor Islands:
toll-free 1-877-HA-MILES (426-4537)
Fax: 808-838-6735 |
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When is Hawaiian Airlines flying between Honolulu and Manila?
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Hawaiian Airlines will begin flying between Honolulu and Manila starting April 14, 2008. Ticket sales are available now. |
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When is Hawaiian Airlines selling tickets to & from Manila?
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Ticket sales are available now. Ticket purchases can be made through our website, Hawaiian Airlines Reservations, Hawaiian Airlines city ticket office in Manila and local travel agencies both in the United States and the Philippines.
Hawaiian Airlines Website
- United States: HawaiianAirlines.com
- Philippines: HawaiianAirlines.com.ph
Hawaiian Airlines Reservations
- United States: 800-367-5320, 3 am – 9:30 pm Hawaii Standard Time (HST)
- Philippines: 02 860 2300, Open normal business hours – closed from 6:30 pm - 9 pm Philippine Standard Time (PST) |
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What are your ticket prices to & from Manila?
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Please check our website, contact our Hawaiian Airlines Reservations, Hawaiian Airlines city ticket office in Manila or travel agencies both in the United States and the Philippines for prices.
Hawaiian Airlines Website
- United States: HawaiianAirlines.com
- Philippines: HawaiianAirlines.com.ph
Hawaiian Airlines Reservations
- United States: 800-367-5320, 3 am – 9:30 pm Hawaii Standard Time (HST)
- Philippines: 02 860 2300, Open normal business hours – closed from 6:30 pm - 9 pm Philippine Standard Time (PST) |
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What is the flight schedule between Honolulu and Manila?
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Hawaiian Airlines will offer four weekly nonstop flights on our 767 widebody aircraft. The flight is scheduled to depart Honolulu every Sunday, Monday, Wednesday and Friday at 12.30 pm (local time) and arrive in Manila at 5:15 pm (local time) the following day. The flight is scheduled to depart Manila every Monday, Tuesday, Thursday and Saturday, at 7:00 pm (local time) and arrive in Honolulu at 11:15 am (local time) the same day. During November through March, the departure and arrival times may vary slightly. Please see flight schedules for official times.
The flight times from Honolulu to Manila will be approximately 10 hours and 45 minutes to 11 hours, depending on the time of year.
The flight times from Manila to Honolulu will be approximately 10 hours to 10 hours and 15 minutes, depending on the time of year. |
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When is Hawaiian Airlines flying between Honolulu & Oakland?
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Hawaiian Airlines will begin flying between Honolulu and Oakland starting May 1, 2008. Ticket sales are available now. Ticket purchases can be made through our website, Hawaiian Airlines Reservations and travel agencies.
Hawaiian Airlines Website
United States: HawaiianAirlines.com
Hawaiian Airlines Reservations
United States: 800-367-5320, 3 am – 9:30 pm Hawaii Standard Time (HST) |
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When is Hawaiian Airlines selling tickets to & from Oakland?
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Ticket sales are available now. Ticket purchases can be made through our website, Hawaiian Airlines Reservations and travel agencies.
Hawaiian Airlines Website
United States: HawaiianAirlines.com
Hawaiian Airlines Reservations
United States: 800-367-5320, 3 am – 9:30 pm Hawaii Standard Time (HST) |
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What are your ticket prices to & from Oakland?
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Please check our website, contact our Hawaiian Airlines Reservations or travel agencies for prices.
Hawaiian Airlines Website
United States: HawaiianAirlines.com
Hawaiian Airlines Reservations
United States: 800-367-5320, 3 am – 9:30 pm Hawaii Standard Time (HST) |
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What is the flight schedule between Honolulu & Oakland?
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Hawaiian Airlines will offer daily nonstop flights on our 767 widebody aircraft. The flight is scheduled to depart Oakland at 9:00 am and arrive in Honolulu at 11:05 am. The flight is scheduled to depart Honolulu at 1:30 pm and arrive in Oakland at 9:25 pm. During November through March, the departure and arrival times may vary slightly. Please see flight schedules for official times. |
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How do I use a Transportation Credit Order (TCO) or Transportation Voucher?
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1. Start the Reservation process and complete the purchase of the reservation. A six letter confirmation code will be displayed when the reservation is completed properly. 2. Save and Print your itinerary. 3. Send your TCO with your six-letter confirmation code to our Ticketing Department via registered or certified mail. Upon receipt, the card used will be refunded accordingly. Please send TCO to:
HATS Department
PO Box 30008
Honolulu, HI 96820
TCO Terms & conditions:
- Not applicable to vacation packages or cruise vacations.
- Not applicable towards code share routes/flights that are operated by a carrier other than Hawaiian Airlines.
- TCO credit will be applied to credit card used to purchase the ticket.
- TCO must be received by HA within 48 hours of departure.
- Person named on the TCO must be the traveler.
- Other restrictions apply.
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