About Us

Hawaiian Airlines will:

1. disclose on our website, at the ticket counter, or when a guest calls our reservation center to inquire about a fare or to make a reservation, that the lowest fare offered may be available elsewhere if that is the case;
2. deliver baggage on time, including making every reasonable effort to return mishandled baggage to guests within twelve hours of flight arrival for domestic flights and within 15 or 30 hours of flight arrival for international flights, compensating guests for reasonable expenses that result due to delay in delivery, as required by 14 CFR part 254 for domestic flights and applicable international agreements for international flights, and reimbursing guests for any fee charged to transport a bag if that bag is lost or significantly delayed;
3. allow guests to cancel reservations made 7 or more days prior to departure without penalty if requested within 24 hours of purchase.
4. provide prompt refunds, in the original form of payment (cash, check, credit card or airline miles) within 7 business days for credit card purchases, and within 20 days when ticket or ancillary service fee refunds, including checked bag fee refunds, are due pursuant to 14 CFR part 260 unless the guest agrees to receive the refunds in a different form of payment that is a cash equivalent payment. We will not retain a processing fee for issuing refunds that are due.
5. Disclosing that consumers are entitled to a refund if that is the case when offering alternative transportation, travel credits, vouchers, or other compensation in lieu of refunds consistent with the requirement in 14 CFR 260.7. Disclosing any material restrictions, conditions, or limitations on travel credits, vouchers, or other compensation offered, regardless of whether consumers are entitled to a refund as described in 14 CFR 260.8 and 14 CFR 262.8.
6. properly accommodate guests with disabilities, as required by Part 14 CFR 382, and other special-needs guests as set forth in our policies and procedures, including during lengthy tarmac delays; and properly refunding passengers with disabilities and individuals in the same reservation as the individual with a disability who do not want to continue travel without the individual with a disability as required by 14 CFR 260.6(c).
7. meet guests; essential needs during lengthy tarmac delays as provided for in Hawaiian’s Tarmac Delay Contingency plan;
8. handle ‘‘bumped’’ guests with fairness and consistency in the case of oversales as described in Hawaiian’s policies and procedures for determining boarding priority;
9. disclose refund policies as required by 14 CFR part 260, our cancellation policies, frequent flyer rules, aircraft seating configuration, and lavatory availability on the Hawaiian Airlines website, and upon request, from our telephone reservations staff;
10. For a cancellation or significant delay, we will rebook you on the next available Hawaiian flight at no additional cost. If your cancellation or delay is caused by something within our control and a Hawaiian flight is unavailable until the next day, you can ask us and, at no additional cost, we will book you on a partner airline’s flight if they have seats available in the same cabin.

If, due to circumstances within our control, your flight is delayed by three hours or more, or canceled such that you must wait three hours or more for a new flight, you can ask us and we will provide your choice of one of the following as compensation*:

• A travel voucher of at least $50** valid for one year from the date of issue on a future Hawaiian flight. You can use it to cover a future fare that’s less than or equal to the amount of the voucher or apply the voucher of at least $50 toward a future fare that costs more than the value of the voucher.
• At least 2,000* HawaiianMiles.

*We will not provide any compensation outlined in this section if air traffic control, a weather situation, a passenger’s illness, or another extraordinary “Force Majeure” circumstance beyond our control occurs at any city within your intended flight routing.

**Depending on the length of the delay or cancellation. Travel vouchers do not have residual value.

Additionally, if we do not accommodate you on another flight within three hours or for delays more than three hours caused by Hawaiian Airlines, we will provide you with a meal voucher to use at the airport. If we cause a cancellation or flight delay more than three hours in the overnight hours (10:00 p.m. – 6:00 a.m.) and you do not reside in the departure city, we will provide complimentary hotel accommodations and transportation to and from the hotel. If we are unable to secure hotel and/or transportation accommodations for you, we will reimburse you for reasonable expenses if you provide us with copies of your receipts.

11. Within five days of departure, notify guests in a timely manner of changes in their travel itineraries if they have booked directly with us and provided accurate contact information. We will also promptly update flight information on our website and app so guests may monitor their flight status., For any changes in flight status such as delays, cancellations and diversions of 30 minutes or more. Hawaiian will notify guests within 30 minutes of Hawaiian Airlines becoming aware of such flight status change;
12. ensure responsiveness to guests’ problems and inform guests of services we provide to mitigate passenger inconveniences resulting from flight cancellations, delays, and misconnections.

Family seating

We guarantee that children aged 13 and under will be seated next to at least one accompanying adult at no additional cost, including for Main Cabin Basic fares, assuming the following conditions are met: (i) the child and accompanying adult are booked on the same reservation; (ii) the accompanying adult chooses seats for the entire reservation or skips seats for the entire reservation, and does not make changes to seat assignments once they’ve been assigned; (iii) adjacent seats are available in the same class of service your child is ticketed in at the time you book your flight; (iv) the plane’s seat layout allows adjacent seating based on the number of children in your reservation; and (v) your original plane hasn’t been switched to a smaller aircraft.

If the above conditions are met, adjacent seat assignments will be provided to the child and accompanying adult no later than on the day before the flight. If your party does not meet these conditions, please inform us at the gate before boarding begins and we will make every effort to seat the child with an accompanying adult.

US Service Members Free Bag Allowance and Flexible Travel Policy Due to Military Orders

Hawaiian guarantees that current members of the military who serve or may be called to serve, which includes: the U.S. Army, U.S. Navy, U.S. Air Force, U.S. Marines, U.S. Space Force, U.S. Coast Guard, National Guard, and U.S. Military Reserves; Cadets of the Air Force Academy, West Point, Naval Academy, Coast Guard Academy, and Merchant Marine Academy; and, Commissioned Corps and Ready Reserve Corps of the U.S. Public Health Service and Commissioned Officer Corps of the National Oceanic and Atmospheric Administration’s Officer Corps (“Current Service Members”), and their accompanying spouse and children, may each bring on-board one free standard carry-on bag and one personal item in the passenger cabin.

Current Service Members and their accompanying spouse and dependent children traveling on the same ticketed reservation may each check up to two (2) standard checked bags free of charge. For Current Service Members and their accompanying spouse and dependent children, bags may weigh up to 50 pounds and be up to 62” (linear) each.

Current Service Members who are unable to travel on Hawaiian as scheduled due to military orders or directives may, without incurring change or cancellation fees, (1) reschedule or (2) cancel and obtain a full refund of the amount paid for the airfare, including related charges such as taxes and ancillary fees. These benefits apply for all tickets, including Main Cabin Basic fares, and to current Service Members and their accompanying spouse and dependent children traveling on the same ticketed reservation.

If you wish to rebook your travel or make changes to an existing reservation, any applicable increase in the fare may still apply.

As proof of military orders, we will accept official miliary travel or leave documents or other military documents that incorporate military orders or directives.

Guests who wish to reach the Department of Transportation, may contact the United States Department of Transportation at:

• Hotline for Air Travelers with Disabilities at 1-800-778-4838 (voice) or 1-800-455-9880 (TTY)
• Aviation Consumer Protection Division at 202-366-2220 (voice) or 202-366-0511 (TTY)
• Air Consumer Protection Division, C-75, U.S. Department of Transportation, 1200 New Jersey Ave., SE., West Building, Room W96-432, Washington, DC 20590
• Aviation Consumer Protection Division's Web site (airconsumer.ost.dot.gov or www.transportation.gov/airconsumer)

For comprehensive information of services offered by Hawaiian Airlines, please visit our Guests with Disabilities Help Page. If you require additional information, please contact our Reservations Department at 1-800-367-5320 (For guests with hearing or speech disabilities (TTY): Dial 711 for relay services) or you may submit a request online for assistance.