- Addendum to Governing Travel Agency Agreements (GTAA)
- Bid Up Terms & Conditions
- Hawaiian Airlines Booking and Ticketing Policy
- Customer Service Plan
- Domestic Contract of Carriage
- Employee Assault Policy
- Fare-Hold Terms & Conditions
- Fare Rules Terms and Conditions
- Gift Cards Terms & Conditions
- HawaiianMiles Terms & Conditions
- International Contract of Carriage
- Neighbor Island Travel Plan Terms & Conditions
- Purchase Order Terms and Conditions
- Schedule Change Policy and Procedures
- Contingency Plan for Lengthy Tarmac Delays
- The Plumeria Lounge Pass Terms and Conditions
- Trademark and Keyword Usage Policy
- Travel Credit Terms and Conditions
This policy provides rules and procedures for every Travel Service Provider (“TSP,” as further defined below) and anyone authorized to act on behalf of a TSP when booking and/or ticketing air transportation on Hawaiian Airlines, Inc. (“Hawaiian”). It also serves as a supplement to all Authorizing Agreements (as defined below) between Hawaiian and any TSP acting on behalf of Hawaiian. Each TSP must ensure that all its employees, contractors, end-users and affiliates comply with this policy and any updates to it.
Additional restrictions, rules, requirements, and terms and conditions that apply to any particular fare (together, the “Fare Rules”), may also be contained in Hawaiian’s Contract of Carriage and in Hawaiian’s ADM Policy. TSP must abide by the Fare Rules, the Contract of Carriage, this policy and any Authorizing Agreement, in connection with all Hawaiian booking, ticketing, and related activities (collectively, “Booking and Ticketing Activities”). If there is a conflict between the terms found in any of the foregoing, their priority shall be in the order in which they are listed in this paragraph, such that the earlier-listed items prevail.
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 penalties and remedies that may include, but are not limited to, cancellation of the remainder of the itinerary and confiscation of any unused flight coupons, refusal to board the passenger or check baggage, issuance of an Agency Debit Memo (“ADM”) for any difference in fare or fees plus the associated ADM fee, and /or the removal of shopping, booking and/or ticket authority in the Global Distribution System (“GDS”), the IATA Billing & Settlement Plan (“BSP”), and the Airline Reporting Corporation (“ARC”), as applicable. BY ENGAGING IN BOOKING AND TICKETING ACTIVITIES, TSP ACKNOWLEDGES AND AGREES THAT HAWAIIAN MAY CREATE ADMS WITHIN THE APPROPRIATE SYSTEM, OR EXERCISE ANY OTHER REMEDY AVAILABLE TO HAWAIIAN, FOR ANY VIOLATION OF THIS POLICY, WHETHER OR NOT A TICKET WAS ISSUED IN CONNECTION THEREWITH. Please refer to the Hawaiian ADM Policy for further details.
With this policy, Hawaiian strives to ensure all its travel partners have fair access to its products and that they act responsibly when using Hawaiian’s systems.
- Authorizing Agreement(s) - The applicable agreement(s) setting forth the terms of the relationship(s) between Hawaiian and the TSP and under which the TSP is authorized to act as an agent for the sale of Hawaiian's services or to perform services to the benefit of Hawaiian.
- TSP - Any travel agency (including online travel agencies), accredited subscriber, non-accredited subscriber, GDS user, and any other person or entity accessing Hawaiian's reservation system content or acting as a sales intermediary between ticket purchasers and Hawaiian via the internet or any other electronic means.
- Point-Beyond Tickets – A fare published for travel to a point beyond the guest’s actual intended destination or from a point before the guest’s actual intended origin.
- Throw-Away Tickets –Discounted round-trip fares for one-way travel.
- Back-To-Back Tickets – Tickets that combine multiple overlapping round-trip tickets to circumvent overnight stay requirements.
- 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.
- Ancillary Services
For the sale of ancillary services, including but not limited to any ancillary services that are included as part of the fare as included in the Fare Rules, the TSP is fully responsible for ensuring such ancillary services are fully booked, ticketed and fulfilled with Hawaiian.
If a guest cancels his or her reservation with the TSP, the TSP must immediately cancel the reservation and release the associated Hawaiian inventory. In no event is any such inventory reusable by TSP.
Repeated cancellation and rebooking (“Churning”) is not permitted for any reason. Churning by the TSP shall be deemed to be a violation of this policy.
- Cross Border Ticketing
The TSP must ticket each booking in the corresponding BSP or ARC of the country which corresponds to the guest’s billing address. 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. If the TSP does not have a BSP or ARC located in such country, then TSP must contact Hawaiian, and Hawaiian may determine in its sole discretion whether the TSP may book in another BSP or ARC prior to ticketing.
- Cross TSP Ticketing
If the TSP is permitted by Hawaiian to shop, book and/or ticket Hawaiian inventory under terms unique to that TSP, in no event may that TSP authorize booking and/or ticketing under those unique terms by another TSP without Hawaiian's written approval.
- Guest Name
The full first and last name of the guest who intends to travel must be entered for every booking.
- Duplicate Bookings
Duplicate Bookings (either active or passive) are not permitted, even if ultimately cancelled, and the making of Duplicate Bookings by the TSP shall be a violation of this policy. Duplicate Bookings include bookings made in separate reservations channels (e.g. two different GDSs or one GDS and on Hawaiian’s website). “Duplicate Bookings” are more than one booking or ticket that have identical first and last names, and either:
- are on or about the same dates, to the same or nearby airports or;
- are not both capable of being flown in their entirety (i.e., such bookings overlap, whether on Hawaiian or on Hawaiian and another carrier, or are the same itinerary but on multiple GDSs).
- Add an OSI comment as follows:
OSI DUPE [Original Ticket Number] RFND [Original Ticket Number] [Flight] [Date]
- Refund via GDS
- If the TSP is unable to secure a refund via GDS, the TSP must contact Hawaiian for assistance.
- Fares, Surcharges, Taxes and Fees
Fares, surcharges, taxes and fees must be accurately collected and reported as per the Fare Rules. This includes those fees, taxes and charges imposed by any government relevant to the guest's travel.
- Fictitious Names and Data
The TSP shall not create any bookings using fictitious information (e.g., false names or knowingly incorrect names), nor for speculative purposes (e.g., for purposes of holding inventory), and shall not create any fictitious flight numbers or any other data element which is associated with Hawaiian.
- Inactive Segments
Inactive segments, regardless of how they arise, must be removed from the PNR at least 24 hours prior to flight departure.
- Agency Association
If the TSP is a member of ARC, the TSP shall follow all guidelines in the ARC’s Agency Reporting Agreement (the “ARA”). If the TSP is a member of IATA or is unaccredited, the TSP shall follow all guidelines in the IATA Travel Agency Handbook (the “TAH”).
- ARC Industry Agent Handbook
If the TSP is a member of ARC they shall follow all guidelines in the ARC Industry Agent Handbook.
- Interline Ticketing
Only airlines with which Hawaiian has a current interline ticketing agreement may be validated on Hawaiian stock, HA 173. The TSP may not validate any ticket on Hawaiian containing any segments on other airlines unless each such other airline has a current interline ticketing agreement with Hawaiian. It is the responsibility of the TSP to verify whether such an agreement is in place.
- 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.
- Name Changes and Corrections
The full name of each guest must be entered by the TSP at the time of booking and the TSP shall impose all fees imposed by the Fare Rules for all changes to the PNR other than to correct a misspelling or reflect a legal name change of a guest. Changes due to misspellings are limited to a maximum of 3 changed characters, after which it is considered a name change.
- Passive Bookings
The TSP shall not create passive bookings (i.e., bookings containing segments with passive status codes) without the prior written authorization of Hawaiian.
- Passports / Visas
The TSP shall not make any booking for the sole purpose of obtaining any visa, passport or any other document or information relating to that guest.
All TSP queues must be worked promptly and diligently.
The TSP may not create any booking on Hawaiian for purposes of protecting any guest from disruptions arising out of schedule changes, irregular operations or oversales without prior written approval from Hawaiian. Anytime a TSP reissues a Hawaiian ticket they must revalidate the ticket with Hawaiian.
Unless otherwise approved in writing by Hawaiian, the TSP may not redistribute, share or in any other manner make any of Hawaiian's content or other information available to any GDS, online travel agency, other travel agencies, metasearch websites, search engines , digital assets, or unsuitable/inappropriate web pages such as affiliate pages and domain parked pages. Further, unless otherwise approved in writing by Hawaiian, the TSP may not accept Hawaiian's content or other information from any such site or entity noted herein, and the TSP must not allow (and shall prevent) such sites or entities to link to the TSP in order to access Hawaiian's content. If TSP uses or works with a third party in making a booking, TSP acknowledges and agrees that Hawaiian reserves the right to reject the booking in Hawaiian’s sole discretion, and that TSP remains fully responsible to Hawaiian in all respects for all bookings made by third parties and ticketed via TSP’s appointment as an agent.
- Schedule Change
The TSP must adhere to Hawaiian's Schedule Change Policy, incorporated by reference.
- Secure Flight Passenger Data (“SFPD”)
TSA-mandated SFPD is required for each guest and each segment and must be collected by the TSP, and all such data must be accurate when submitted to Hawaiian. 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 accurate SFPD at least 72 hours prior to departure. PNRs created within 72 hours must include accurate SFPD when the PNR is initially booked.
- 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 the TSP recommends that guests select itineraries with connection times greater than published minimum connection times whenever separate tickets are used, and Hawaiian will not be responsible for any missed flights or 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 and/or may seek reimbursement from TSP of any costs incurred by Hawaiian as a result of such missed flight and/or in ensuring such guest’s baggage is ultimately delivered to the guest. 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 allowances and charges, and TSP should be sure to inform guests in such instances.
- Speculative Bookings
Holding Hawaiian inventory through speculative bookings is not allowed for any reason.
- Ticket Stock
If 173 ticket stock is available for ticketing in the applicable BSP where the TSP has accreditation, then the TSP must validate any Hawaiian-operated segments on 173 ticket stock unless they are being issued in conjunction with another airline which has a current ticketing agreement with Hawaiian. A ticket must contain at least one (1) HA operated segment to be issued on 173 ticket stock.
- Ticket Time Limit
All bookings are subject to the ticket time limit set forth in the Fare Rules and may be cancelled by Hawaiian if the ticket is not issued within the described time.
- Trademark and Keyword Usage
The TSP is subject to Hawaiian's Trademark and Keyword Usage Policy, incorporated by reference.
- Training and Testing
Creation of PNRs for training or testing purposes must be conducted in the GDS training system.
- Throwaway, Back-to-Back and Point-Beyond Tickets
The TSP shall not engage in the practice of selling or endorsing their guests to create Back-To-Back tickets, Throw-away Ticketing or Point-Beyond Tickets.
The TSP shall adhere to section 3.4 of Resolution 890 within the TAH (or section 21 or the ARA) which states at the time of publication of this policy “The Agent may not accept any other card or payment method that uses the Member/Airline’ card acceptance merchant agreement, including any card issued in the name of the Agent or any Person permitted to act on behalf of the Agent, unless specifically authorised by such Member/Airline.” TSP shall not deviate from the requirements of resolution 890 without Hawaiian’s prior written approval.
- Prohibited Practices
In addition to other prohibited practices, Hawaiian does not allow, and the TSP shall not engage in, any of the following:
- Past date ticketing.
- Hidden cities
- Ticketing of flight segments showing UC, UN, RQ or any other unconfirmed status code.
- Ticketing of other airline private fares on Hawaiian 173 tickets.
- Duplicate ticketing.
- ARC Manual Refunds.
- ARC Voids outside of 24 hours.
- Any conduct meant to give the TSP unfair access to Hawaiian bookings and/or meant to circumvent Hawaiian booking procedures (e.g., robots to circumvent limited pricing availability, multiple simultaneous internet sessions to override restrictions on group bookings, etc.).
The TSP may only send a shopping request for a specific origin and destination one time to any singular system provider. Shopping multiple system providers is not permitted for the same origin and destination request.
- Multi GDS
If the TSP has access to more than one GDS, then booking, ticketing and servicing should occur in the same GDS and PNRs should not be moved between GDS.
- Branded Fares
The TSP is responsible for communicating any brand attributes and/or restrictions which are linked to the fare booked to the guest at the time of booking.
No employees or agents of the TSP shall impersonate or otherwise represent themselves as a Hawaiian employee or cause a guest to believe that they are a direct employee of Hawaiian.
- Agency Fees & Surcharges
Any surcharge (e.g. agency booking fee) applied to Hawaiian fares or ancillary services must be communicated clearly to the guest by the TSP at the time of shopping, checkout and on the final receipt or invoice delivered to the guest by the TSP.
- Booking Support
The TSP is responsible for providing post-booking support to the guest for any bookings made in the GDS. In connection with any such support, the TSP shall not treat guests who have purchased Hawaiian flights in a manner that is different from those purchasing flights from any other carrier. Any fees charged by the TSP for supporting a booking which are in addition to the fees charged by Hawaiian in the Fare Rules must be clearly communicated to the guest as a separate amount which is being collected by the TSP for the services that the TSP is providing, and not a fee that is payable to or required by Hawaiian.
- 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 through an ADM for any violation of this policy. These charges may apply regardless of ticket issuance or validating carrier.
- Termination of Appointment
Hawaiian has the right to terminate the appointment of the TSP for any reason or no reason, with no requirement of advance notice. The TSP may temporarily or permanently lose access to view, book and ticket Hawaiian inventory. If the TSP has been terminated for non-compliance with this policy or for any violation of Hawaiian’s terms and conditions, then to be considered for reinstatement, the TSP must correct any non-compliance with the policy or cure any other violation and pay any amounts owed to Hawaiian. If Hawaiian determines, in its sole discretion, to reinstate the TSP, Hawaiian may assess an additional fee for the restoration of access capabilities through a GDS.
- Enforcement of Policy
Hawaiian may, in its discretion, take any and all appropriate legal action, to enforce compliance with the provisions of this policy and to recover any related costs and expenses incurred by Hawaiian.
The TSP cannot require the guest to go through any other system to check-in other than those provided by Hawaiian to fulfill the fare and/or ancillary services ticketed by Hawaiian, without the explicit permission of Hawaiian.
- Operational Notifications
All PNRs must have an SSR of CTCE, CTCM or CTCR sent at the time of booking along with any supporting data.
- If the TSP is a member of IATA, the TSP must follow IATA Resolution 830D of IATA’s Travel Agent’s Handbook.
- If the TSP is a member of ARC, the TSP must follow IATA Resolution 830D section 4 of IATA’s Travel Agent’s Handbook, as if it were a member of IATA, to ensure that passenger contact details are entered into the PNR for the sole purpose of contacting passengers in the event of irregular fight operations and disruptions.
- The current version of IATA’s Travel Agent’s Handbook can be found here.