Hawaiian Airlines Booking & Ticketing Policy
Effective: October 12, 2012
Last modified: October 25, 2018

This policy provides rules and procedures for every Travel Service Provider (TSP) booking and/or ticketing air transportation on Hawaiian Airlines ("Hawaiian"). It also serves as a supplement to all Authorizing Agreements between Hawaiian and any TSP acting on behalf of Hawaiian. Every TSP has the responsibility to ensure all of its employees and contractors comply with this policy and any updates to it.

Additional terms and conditions are also contained in Hawaiian's fare rules/tariffs and in our Contract of Carriage. All booking and ticketing activity must follow the fare rules/tariffs, the Contract of Carriage, this policy and any Authorizing Agreement. If there is a conflict between these documents, priority is in the order in which they are listed in this paragraph.

Hawaiian reserves the right to amend this policy at any time with or without advance notice.

Any violation of this policy will be subject to, but not limited to, a debit memo for any infraction difference plus our Agency Debit Memo ("ADM") fee. Please refer to our ADM Policy for further details.

With this policy, Hawaiian strives to ensure all our travel partners have fair access to our product.

  1. Definitions
    1.1.   Authorizing Agreement(s) - The applicable agreement(s) setting forth the terms of the relationship(s) between Hawaiian and the Travel Service Provider and under which the Travel Service Provider is authorized to act as an agent for the sale of Hawaiian's services or to perform services to the benefit of Hawaiian.
    1.2.   Travel Service Provider (TSP) - Any travel agency (including online travel agencies), accredited subscriber, non-accredited subscriber, GDS user, and any other person or entity accessing Hawaiian's internal reservation system content or acting as a sales intermediary between ticket purchasers and Hawaiian via the Internet or any other electronic means.
  2. Administrative Bookings
    Auxiliary segments or non-billable status codes must be used to produce invoices and itineraries and for any other administrative or accounting purposes.
  3. Cancellations
    If a customer cancels his or her reservation with a TSP, that TSP must immediately cancel the reservation and release Hawaiian's inventory. Otherwise, it may result in a no-show for which the TSP will be responsible. Any costs incurred by Hawaiian for such activity may be charged back to the responsible TSP.
  4. Churning
    Repeated cancellation and rebooking is not permitted for any reason. Hawaiian reserves the right to charge a TSP, and TSP agrees to pay a fee per passenger, per PNR for each policy violation. For the avoidance of doubt, a TSP shall be responsible for its actions in violation of this policy, including booking violations, regardless of whether or not a ticket is issued.
  5. Cross Border Ticketing
    Hawaiian's commission structure differs by country, and circumventing those policies using any type of cross border ticketing method (including without limitation, by commission sharing, referral agreements, electronic transfer of PNRs, and unauthorized use of branch offices or satellite ticket printers) is strictly prohibited.
  6. Cross TSP Ticketing
    A TSP permitted by Hawaiian to book and/or ticket Hawaiian space under terms unique to that TSP cannot authorize booking or ticketing under those terms by another TSP without Hawaiian's approval.
  7. Duplicate Bookings
    Duplicate bookings and/or tickets are not permitted. Duplicates are defined as:
    • Identical First and Last Names
    • Same Flight/Date/Routing
    • Refund processed via GDS and within ARC Void/BSP Refund window
      Procedure
      1. Mark the PNR with this OSI and the affected flight and date:
        OSI DUPE 1731234567890 RFND 1731234567891
      2. Refund via GDS

      Tickets refunded as "duplicates" which do not meet the criteria and/or with insufficient documentation will be subject to a debit memo in accordance with HA's ADM Policy.

      If unable to refund via GDS, agency must contact HA prior to processing refund.
  8. Fares, Surcharges, Taxes and Fees
    All rules of the applicable fare apply. Fares, surcharges, taxes and fees must be accurately collected and reported. This includes those fees, taxes and charges imposed by any government relevant to the customer's travel.
  9. Fictitious Names
    Fictitious names are not permitted.
  10. Inactive Segments
    Inactive segments must be removed from the PNR at least 24 hours prior to flight departure.
  11. Interline Ticketing
    Only airlines with which Hawaiian has a current interline ticketing agreement may be included on Hawaiian stock tickets (tickets validated HA 173). Further, for electronic ticketing, Hawaiian and all marketing and operating airlines on HA 173 tickets must have a current interline electronic ticketing arrangement in place. For further information, see our Interline Baggage Statement.
  12. Married Segments and Journey Controls
    Hawaiian availability for travel requiring multiple connecting segments may be based on married segment and/or journey control logic, thereby creating a different level of availability than if the segments were sold separately. Separating such segments or circumventing such logic is not allowed under any circumstances.
  13. Name Corrections
    Name corrections after ticketing are permitted only to correct misspelling.
  14. Queues
    All queues must be worked promptly.
  15. Rebooking for Schedule Changes, Irregular Operations and Oversales
    Rebooking and ticket reissue made necessary by schedule changes, irregular operations or oversales are permitted only with Hawaiian approval.
  16. Redistribution
    Unless otherwise approved in writing by Hawaiian, a TSP cannot redistribute, share or in any other manner make any of Hawaiian's content available to any GDS, online travel agency, other travel agencies, metasearch and search engine sites, digital assets, or unsuitable/inappropriate web pages such as affiliate pages and domain parked pages. Further, unless otherwise approved in writing by Hawaiian, a TSP cannot accept Hawaiian's content from any such entity noted herein, and a TSP cannot allow such entities to link to the TSP for Hawaiian's content.
  17. Re-issued Tickets Due to Schedule Change
    Tickets shall be re-issued as a Schedule Change, and not as an Involuntary Reroute or INVOL The fare calculation line from the original ticket shall be transferred to the new ticket's fare calculation line area, but the GFP area shall reflect the new Origin and Destination, flight number, etc. Mark the ticket Endorsement box with the affected flight/date:
    • HA SKED CHG FLT/DATE
    • Do not use the word INVOL or any of its variations.
  18. Secure Flight Passenger Data (SFPD)
    TSA SFPD is required for each customer and each segment, and all data must be accurate. Further, it is the responsibility of the TSP to ensure the PNR satisfies TSA and all other applicable governmental requirements. See www.tsa.gov for TSA requirements. Hawaiian reserves the right to cancel any reservation not containing SFPD at least 72 hours prior to departure. PNRs created within 72 hours must include SFPD when the PNR is initially booked.
  19. Separate Tickets and Minimum Connection Times
    When connecting travel involves separate tickets, failure to adhere to the published minimum connection time will likely result in bags not being checked through to the final destination. Hawaiian strongly suggests that each TSP recommends that customers select itineraries with connection times greater than published minimum connection times whenever separate tickets are used, and Hawaiian shall not be responsible for any baggage that fails to timely arrive at its final destination due to the selection of an itinerary with connection times less than the published minimum connection times. DOT baggage regulations govern which carrier's baggage allowances/charges apply to an itinerary on a single ticket basis. TSP should be aware that travel issued on separate tickets may result in the application of multiple carriers' baggage allowance and charges, and TSP should be sure to inform customers in such instances.
  20. Speculative Bookings
    Holding Hawaiian inventory through speculative bookings is not allowed for any reason.
  21. Ticket Time Limit
    All bookings are subject to the applicable ticket time limit and may be cancelled by Hawaiian if the ticket is not issued within the described time.
  22. Ticketing Without Hawaiian Space
    HA 173 tickets cannot be issued unless flights that are both operated and marketed as Hawaiian are included, with the exception of flights marketed by Hawaiian and operated by the following partners on certain local market codeshare routes.
  23. Trademark and Keyword Usage
    TSPs are subject to Hawaiian's Trademark and Keyword Usage Policy, incorporated by reference and available here: HawaiianAirlines.com/Trademark
  24. Training and Testing
    Creation of PNRs for training or testing purposes must be conducted in the GDS training mode. Hawaiian may recover any associated costs if live system sales are made of Hawaiian segments.
  25. Prohibited Practices
    In addition to other prohibited practices, Hawaiian does not allow the following:
    25.1.  Past date ticketing.
    25.2.  Hidden cities/points beyond ticketing.
    25.3.  Ticketing of flight segments showing UC, UN, RQ or any other unconfirmed status code.
    25.4.  Waitlisting.
    25.5.  Ticketing of OA Private Fares on HA 173 tickets.
    25.6.  Duplicate ticketing.
    25.7.  ARC Manual Refunds.
    25.8.  ARC Voids outside of 24 hours.
    25.9.  Any conduct meant to give the TSP unfair access to Hawaiian bookings and/or meant to circumvent Hawaiian booking procedures (i.e. robots to circumvent limited pricing availability, multiple simultaneous internet sessions to override restrictions on group bookings, etc.).
  26. Cost Recovery and Fee Assessment
    In addition to other available legal or equitable remedies, Hawaiian may assess a cost recovery and/or an administrative fee for any violation of this policy statement. These charges may apply regardless of ticket issuance or validating carrier.
  27. Termination of Appointment
    Hawaiian reserves the right to terminate the appointment of a TSP for any reason, including but not limited to any violation of this policy statement. A TSP may temporarily or permanently lose access to view, book and ticket Hawaiian inventory. To be considered for reinstatement, TSP must correct any non-compliance with Policy Rules and pay any amounts owed to Hawaiian. If Hawaiian decides to reinstate the TSP, Hawaiian may assess an additional fee to restore access capabilities through a GDS.
  28. Enforcement of Policy
    Hawaiian may, at its discretion, take any and all appropriate legal action, including but not limited to those listed above, to enforce compliance with the provisions of this policy and to seek costs and expenses incurred by Hawaiian.