- Full Text
- Rule 1: Definitions
- Rule 2: General Provisions
- Rule 3: Reservations and Ticketing
- Rule 4: Cancellation of Reservations
- Rule 5: Tickets and Flight Coupons
- Rule 6: Fares
- Rule 7: Check Acceptance
- Rule 8: Guests with Disabilities and Breathing Devices
- Rule 9: Wheelchairs and Other Assistive Devices
- Rule 10: Service Animals
- Rule 11: Screening of Guests and Baggage
- Rule 12: Acceptance of Children and Infants
- Rule 13: Refusal to Transport
- Rule 14: No-Smoking Policy
- Rule 15: Codeshare Flights
- Rule 16: Interline Transportation
- Rule 17: Carry-On Baggage
- Rule 18: Checked Baggage
- Rule 19: Acceptance of Dogs, Cats, and Household Birds for Travel
- Rule 20: Liability and Claims
- Rule 21: Flight Delays, Changes, Cancellations, and Aircraft Changes
- Rule 22: Denied Boarding and Compensation Due to Oversales
- Rule 23: Rerouting
- Rule 24: Refunds
- Rule 25: Customer Relations
This Rule 10 only applies to Service Animals. A Service Animal means a dog individually trained to do work or perform tasks for the benefit of a guest who is a qualified individual with a disability. For the transport of pets, please see Rule 19: Acceptance of Dogs, Cats, and Birds for Travel of this Contract of Carriage. For cargo arrangements, please visit our cargo page at: HawaiianAirCargo.com, or call us at 1-877-HA-CARGO (422-2746).
We accept trained service animals, as provided for under the Air Carrier Access Act (ACAA) and the relevant United States Department of Transportation (DOT) regulations, for travel without charge when they are accompanying a qualified individual with a disability upon the terms and conditions in this Rule 10.
- GENERAL CONDITIONS OF TRAVEL FOR SERVICE ANIMALS. We know that Service Animals provide valuable services to our guests. If you are a qualified individual with a disability, we welcome your Service Animals for travel free of charge with you in the cabin of the aircraft. However, for the safety and security of everyone, and to meet our operational needs, this rule sets out the conditions, restrictions, and requirements of bringing your Service Animals on-board our aircraft. We strongly recommend that you read and understand the provisions in this rule before traveling with any Service Animals so that you and your animal(s) are best prepared for your journey. Although we do not charge to transport your Service Animals as set forth below, we reserve the right to charge you for any repairs and/or cleaning costs to our aircraft beyond normal wear and tear associated with the transport of your animal.
- Number of Service Animals. In no event will we accept more than two (2) Service Animals per person that meet the requirements of this Rule 10. Additional Service Animals will be treated as pets in accordance with Rule 19: Acceptance of Dogs, Cats, and Birds for Travel.
- Credible Verbal Assurances. As part of our vetting process, we may ask you if the animal is required to accompany you because of a disability and what work or task the animal has been trained to perform.
- Required Form. For all Service Animals, we require you to complete and submit to us the Department’s ‘‘U.S. Department of Transportation Service Animal Air Transportation Form’’ (“DOT Service Animal Form”). This form can be found on our website at https://www.hawaiianairlines.com/ServiceAnimalForm. For reservations made more than 48 hours in advance of travel, you must provide notice of your intent to travel with a Service Animal by submitting a hardcopy or electronic version of the DOT Service Animal Form to us not later than 48 hours prior to your first originally scheduled departure time. For reservations made 48 hours or less in advance of travel, you must complete the DOT Service Animal Form and submit a hardcopy of the form to our agent at your departure gate on the date of travel.
- No Disruptive Behavior. All Service Animals must remain harnessed, leashed, or otherwise tethered and under your control at all times. For the safety of everyone on-board the aircraft, we reserve the right to deny transport of any Service Animal in the cabin of the aircraft in our sole discretion for disruptive behavior. Disruptive behavior shall include, among other things, running freely around an aircraft, boarding area, or airport, growling repeatedly at other people, biting, nipping at, or jumping on people (other than on the owner guest as trained for a health alert), or urinating or defecating in undesignated relief areas such as at the gate or in the cabin of the aircraft. An animal that engages in these types of disruptive behaviors has not been adequately trained to behave in public settings. An animal that engages in disruptive behavior will not be considered a Service Animal, regardless of other factors. As such, the animal would need to be transported as a pet in accordance with Rule 19: Acceptance of Dogs, Cats, and Birds for Travel.
- Additional Documentation on Long Flights. On any flight of eight (8) hours or more, you will be required to remit a completed version of the DOT’s ‘‘U.S. Department of Transportation Service Animal Relief Attestation’’ (“DOT Animal Relief Form”) as a condition of transportation. A copy of that form can be found on our website at https://www.hawaiianairlines.com/ServiceAnimalReliefAttestation. For reservations made more than 48 hours in advance of travel, you must provide a hardcopy or electronic version of the DOT Animal Relief Form to us not later than 48 hours prior to your first originally scheduled departure time. For reservations made 48 hours or less in advance of travel, you must complete the DOT Animal Relief Form and submit a hardcopy of the form to our agent at your departure gate on the date of travel.
- Restricted Seating. A qualified individual with a disability accompanied by one or more Service Animals will not be allowed to sit in (i) any exit row, (ii) any seat where an animal would obstruct an aisle, or (iii) any seat that must remain unobstructed to facilitate an emergency evacuation. Additionally, individuals accompanied by a Service Animal in a carrier are also restricted from sitting in any seat without a hard stowage location for the carrier beneath the seat in front, including bulkheads. No Service Animal may occupy an empty seat. All Service Animals are limited to your floor space and any floor space of an adjacent empty seat only, or your lap, provided that the animal is no larger than a lap child, as determined in our sole discretion.
- Large, Heavy Animals. If any Service Animal in our sole discretion is too large to fit safely in the floor space in front of you, we will try to accommodate you and your animal by relocating you to empty adjacent seats in the same class of service, provided that (i) space is available that does not otherwise obstruct emergency evacuation routes, and (ii) your relocation will not cause a delay in the flight. If there are no adequate alternatives available for you to travel with your Service Animals in the same class of service as the seat you purchased, we will try to accommodate you and your animal in the same class of service on a later flight with more room, or offer to transport your animal(s) as checked baggage in the cargo hold of our aircraft.
- Service Animals In Carriers. If you opt to transport your Service Animal in cabin using a carrier, you will be subject to all the same carrier, size, weight, construction, and compliance requirements as a Pet in Cabin. Compliant carriers mus be stowed beneath the seat in front of you during the flight. However, the Service Animal may be removed from the carrier throughout the flight. Non-compliant carriers cannot be occupied by a Service Animal at any time during the flight. You will be required to check in a non-compliant carrier as standard baggage (fees apply) or stow it in cabin as one of your allotted carryon items. See Rule 19: Acceptance of Dogs, Cats, and Birds for Travel
- Assumption of Responsibility. You assume full responsibility for the safety, well-being, and conduct of your Service Animals, including, but not limited to, the interaction of the animal with other guests who may encounter the animal while onboard the aircraft. You agree to indemnify us for any losses associated with your Service Animals other than for any repair and cleaning costs solely related to normal wear and tear.
- Permits and Governmental Compliance. You are responsible for compliance with all Government Laws, requirements and restrictions relating to your Service Animals, which includes, for example, obtaining entry permits and required health certificates of the state or territory from and/or to which the animal is being transported, and producing such documentation upon demand. You also agree to indemnify us for any costs and expenses we may incur because of your failure to comply with this paragraph.
NOTE: The State of Hawaii has strict laws regarding the import of animals. Some animals that may be allowed in other states may be restricted or prohibited in Hawaii. YOU ARE SOLELY RESPONSIBLE FOR UNDERSTANDING AND COMPLYING WITH STATE OF HAWAII REQUIREMENTS. You should contact the State of Hawaii Animal Industry Division – Animal Quarantine Branch at http://hdoa.hawaii.gov/ai/aqs/animal-quarantine-information-page/ as soon as possible to make sure that your Service Animals meets their requirements for entry into the state. Because of all the necessary procedures, the process must generally begin months in advance of travel to Hawaii.
Dogs may be quarantined for up to 120 days upon arrival in the State of Hawaii unless they meet all the State’s 5-Day-Or-Less program requirements, which include certain vaccinations, a blood test, and waiting periods. A health certificate stating that your Service Animal is fit for travel must be signed and dated by a licensed veterinarian within 14-days of your arrival in Hawaii and shown to one of our agents. A Neighbor Island Inspection Permit issued by the State of Hawaii Industry Division is also required if your Service Animal is traveling from North America direct to OGG, LIH, or KOA. If you do not have the required documents, your Service Animal will not be allowed to travel.
- SPECIALTY PURPOSE TRAINED DOGS. We will accept dogs trained in explosives detection, drug and other searches, search and rescue, and other specific functions for travel without charge, provided that the following conditions are met:
- Official Duty. The dog and its handler are on official duty for the Military or a government agency, and the handler’s credentials are current and verified as authentic.
- Accompanied by Handler. The dog is accompanied by its handler for the duration of the travel.
- Harnessed or Leashed. The dog is properly harnessed or leashed.
- Proper Placement. The dog can be accommodated in a non-exit row at the feet of the guest. The dog may not physically occupy a seat in the aircraft.
NOTE: We do not accept any Service Animals that are in training for transport under this rule.