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Contract of Carriage : Rule 270

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 Rule 35 (Refusal to Transport), Rule 50 (Acceptance of Children) or Rule 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 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.
    3. A refund will be made in accordance with 1) or 2) above provided that the unused coupons are surrendered to the carrier within 12 months after the original issue date of the ticket.
    4. 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.
    5. Voluntary refunds made on fully refundable tickets will be assessed the following service fee unless specific rules for the ticketed fare state otherwise. The fee will be waived in cases where passenger elects to accept the refund in the form of a travel credit valid for one year from date of issue:
      For travel wholly within the State of Hawaii: USD 25.00
      For travel wholly within the Continental USA: USD 100.00
      For travel between Hawaii and the Continental USA: USD 100.00
      EXCEPTION:  Full refunds will be given on all military and government fares without the service charges above.
    6. When flight changes are requested due to death or hospitalization 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 $200 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. Fare difference will not be refundable due to death or hospitalization. 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 refund in accordance with this rule to the person named as the passenger on the ticket, or if the named passenger did not purchase the ticket the refund will be made to the purchaser of the ticket.

    REFUND OF TICKETS AS DESCRIBED BELOW WILL BE MADE ONLY TO:
    1. Under a Universal Air Travel Plan: The subscriber against whose account the ticket was charged.
    2. Against a Transportation Request, issued by a government agency, other than a U.S. Government Agency: The government agency, which issued the Transportation Request.
    3. 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"
    4. Tickets issued against a credit card: The account of the person to whom such credit card has been issued.
  3. Prompt Ticket Refunds
    HA will issue refunds for eligible tickets within seven (7) business days for all credit card sales and within twenty (20) business days for cash sales, upon receipt of request and required documentation.
  4. Lost Tickets
    1. Service Charge. A service charge of USD25.00 will be imposed if tickets were issued for travel wholly within the State of Hawaii or wholly within the Continental USA. A service charge of USD 100.00 will be imposed for travel between the Continental USA and Hawaii.
      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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