- 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
Last Revised: Aug. 19, 2020
As described further below, our Services contain links to other entities’ websites and online services, and also contain embedded services that are operated by third parties as a convenience to you. Please be aware that we are not responsible for the content of the third-party services linked from or embedded within our Services, or for the privacy practices of their owners. We encourage you to read the privacy policies of each online service that collects information from you.
We may make changes to this Policy from time to time. We will post any changes, and such changes will become effective when they are posted. Your continued use of our Services following the posting of any changes will mean you accept those changes.
Information Collection and Use
Providing and Marketing Our Services.
When you book with Hawaiian, or use HawaiianAirlines.com or our mobile application to make an online travel reservation, you may be asked by Hawaiian or an agent on behalf of Hawaiian to provide certain information such as your name, contact information, payment information, information about your identification documents, and dietary requirements and health information relevant to your travel. For international flights, we also collect passport information. We will also collect the names and email addresses of any companions who will be traveling on the reservation that you create. All of this information is used by Hawaiian and its vendors for processing and confirming your reservation, issuing boarding passes and tickets, billing you for the services you purchase, notifying you of any flight changes and cancellations, and notifying you and your travel companions of opportunities to enroll in our HawaiianMiles program and of discounted air travel offers and other special offers that we think may be of interest. We may also obtain personal information from third parties and combine it with the other information that we collect.
We also collect your date of birth and gender as part of the Transportation Security Administration’s (TSA) Secure Flight program and we may also use that information for our operational purposes.
Member Enrollment. When you enroll in our HawaiianMiles program, we collect information including your name and contact information. When you enroll, you will also have an opportunity to sign up for Hawaiian email updates about special discounted air fares, travel specials, credit card and check card programs, HawaiianMiles Partner programs, and other communications. (HawaiianMiles Partners are selected airlines and other companies that provide benefits to HawaiianMiles members.) The information you provide when you enroll is used for purposes such as establishing your HawaiianMiles account, ensuring that you receive appropriate mileage credit for travel purchases and purchases of qualifying products and services from participating Partners, communicating with you about your account status, sending you any updates you request, and notifying you of special offers and promotions we think may be of interest to you.
Children may become members of HawaiianMiles if enrolled by a parent or guardian, but the Services are not intended for children and children may not submit information through this site. Any information submitted electronically regarding HawaiianMiles members 13 years of age and under must be submitted by their parent or legal guardian.
Account Security. When you enroll in HawaiianMiles via the Internet, you will be asked to select a password and establish other security measures such as answering security questions. These security measures are intended to protect your account information from future unauthorized access. Hawaiian will not be responsible for any lost, stolen, or otherwise disclosed passwords or security question responses. Additionally, Hawaiian will not replace or reinstate any flight credits or HawaiianMiles, Partner miles, or program awards that are generated or redeemed through the unauthorized use of your security question responses or password. Accordingly, you should guard your password and security question responses carefully and not provide them to anyone.
Account Profiles with Travel Companion and Stored Payment Card Information. If you enroll in HawaiianMiles, you can choose to establish a personal profile that stores information about your travel companions and the payment cards that you use to book your travel arrangements. This is an optional service and is provided for your convenience. You are not required to store any information in your profile about your travel companions or payment cards to become a HawaiianMiles member or to use our website to make online reservations. However, if you choose to store this information in your profile, you generally will be able to complete the online reservation process more quickly. We use the information you store in your personal profile to pre-populate certain data fields in the online forms we use during the reservation process (so as to eliminate the need for you to retype the same information multiple times), to perform a variety of booking functions, and to bill you for the services that you purchase. When you store travel companion information in your profile, you will be asked to enter information such as the names of your travel companions, information about their ages, and their HawaiianMiles enrollment status and account numbers.
To store payment card information in your profile, we ask for information such as your payment card type, card number, expiration date, billing address(es) and a payment card “nickname” (e.g., “My Platinum MasterCard”) that you can use to quickly recognize your account. Payment card information is stored in an encrypted form. (See “Security” below for more details regarding our encryption practices.) You can modify, update or delete stored travel companion or payment card information in your profile at any time by logging into ‘My Account’ and accessing the Update Travel Companions page and/or Update Payment Info page.
Group Travel Information.
If you use our Services to inquire about the availability of special group fares for wedding parties, organizations, event attendees or other special interest groups, we will ask you to provide your name and contact information, as well as certain details about your organization, wedding or other planned event related to your group air travel needs. We may also ask you to describe any special requests or requirements that you or anyone in your group may have in connection with your group travel plans. We will use this information to evaluate your group air travel needs and to contact you with a fare quote and flight availability information.
Travel Agent Registration Information.
If you are a travel agent, you can use our Services to register to receive email alerts and other notifications about special fares, commissions and other news. To register for these updates, we will request your ARC/CLIA number and your contact information. We will also request information about the nature of your agency, as well as the volume of sales that your agency has generated for Hawaiian. This information is used to send you the notifications you request and to help us design offers and incentives that are appropriate for you and your agency.
Sweepstakes and Other Promotions.
From time to time, we may offer sweepstakes or other promotions. If you enter a sweepstakes or promotional contest, we'll ask you to provide information about yourself (such as your name, address, and email address). We'll need this information to administer the sweepstakes or contest, including to contact you if you win and announce the identities of the winners.
We may also use this information for marketing purposes. We may share this information with co-sponsors, shipping or fulfillment companies, or other third-party service providers who are responsible for some aspects of administering our promotions, such as conducting drawings and/or delivering prizes to winners.
Where permitted by law, when you use the Services you may be signed up to receive email updates regarding the availability of discounted fares and special offers from Hawaiian and our HawaiianMiles Partners. We will ask for your consent to receive email marketing where required by law. Please see below regarding your choices for this email marketing.
We may collect information automatically about visitors to our Services by placing a cookie, a very small text file, on our visitors’ hard drives. The cookie contains an ID number that allows us to track the pages you've visited within our website. We may also use other automated online collection technologies similar to cookies. The data collected may include, for example, the type of browser software that you use, the operating system you're running, the resolution of your computer monitor, the speed of your Internet connection, the website that referred you to our site and/or the search terms you entered into a search engine to reach our site, and your IP address.
When you access your HawaiianMiles account online, we also use a session cookie to authenticate your login information. This cookie will remain on your hard drive until you close your browser window or terminate your user session so that you can enjoy the personalized features of our website without having to reenter your password.
Our emails may include tracking technologies that allow us to determine whether our guests have opened those e-mails and/or clicked on links in those e-mails. We use the information that we and our third-party services collect to enhance your experience on the site and through email, for customer service, to improve the administration of our website, and to provide our visitors with information tailored to their needs.
The “help” function on most web browsers contains information on how to set your browser to notify you before accepting a cookie or to disable cookies entirely. If you don't accept cookies, you may not be able to take full advantage of various personalized features on our site that are available to other visitors. Please see below for more information about the choices available to you in connection with automatically-collected information.
When you utilize the Hawaiian mobile application, your device settings or the settings of the app may enable us to collect information about your device’s precise location. You may change your preferences regarding geo-location tracking by reviewing your settings in the Hawaiian app, or by changing your device settings according to manufacturer instructions.
We may also collect information about your general location through web beacons and other tracking technologies. We use this information and share it with our third-party Advertising Providers (as described below) in order to deliver relevant content to you, including ads, based on your location.
Deidentified or Aggregate Information.
We may deidentify or aggregate the information that we collect and use it for any lawful purpose.
Disclosures of Information
We may share automatically-collected information, as well as any other information that has been de-identified or aggregated so that it does not identify you personally, without restriction. We may disclose personal information for the following purposes and with the following parties:
With Your Consent or at Your Direction.
We may disclose personal data to third parties based on your consent or your intentional direction, which may be obtained in writing, online, or orally. For example, if you agree, we may disclose your information to selected third-party entities, so that they can provide you with offers and promotions that may interest you.
Third-Party Travel Service Providers.
Certain third parties offer services through our Services, such as “concierge” services to book or purchase travel, entertainment or dining services, event tickets, accommodations or other services. If you use these services provided by third parties, you will be asked to provide personal information directly to these third parties and/or we may share information about you, including contact and billing information, to the applicable third-party service providers in connection with your transaction. The personal information that these third-party services collect will be governed by their privacy policies, and not by this Policy.
Vendors, Contractors and Agents.
Hawaiian routinely enters into contracts with various vendors, contractors and agents to help us operate and improve our business. For example, we may provide contact information for our HawaiianMiles members to certain third-party mailers and e-mailers we rely on to notify you of special offers and ways to earn travel awards through HawaiianMiles. These vendors, contractors and agents may be given access to information that we collect from you to the extent that we deem such access to be necessary or useful for these companies to perform services for Hawaiian or our customers.
Governmental and Law Enforcement Agencies.
Under the TSA Secure Flight program, Hawaiian is required to collect and disclose date of birth and gender to the TSA. Hawaiian may disclose any information it collects (whether online or through offline sources) with or without notice to the affected individuals, if required to do so by law or court order, or if requested by a governmental or law enforcement authority in any country, or if such information is sought pursuant to a subpoena or other legal process. For international flights, we also collect passport information.
In certain circumstances, Hawaiian may disclose information to perform charge verifications, to report or collect debts owed, or to protect the rights, security or property of Hawaiian, our customers, or others.
In the event that Hawaiian, or any part or all of our assets are acquired by another entity, the information that we collect from our customers and website visitors may be included among the transferred assets.
The personal information we collect is stored using reasonable security measures such as servers maintained in protected environments. Passwords and any payment card information you provide to us online are secured for transmission using industry standard measures.
Access to Personal Information
To make a request to access personal information about you that Hawaiian holds, you should contact Hawaiian at PO Box 30008, Honolulu, HI 96820. Hawaiian may require you to verify your identity and to specify what information you require.
Hawaiian reserves the right to limit the personal information that we can provide in response to your request or charge a fee to cover the cost of verifying applications and locating, retrieving, reviewing and copying any material requested, where permitted by applicable law.
There are certain circumstances in which Hawaiian will refuse a request for access to personal information, including if the request would have an unreasonable impact on the privacy of others. If Hawaiian refuses your request for access to your personal information, Hawaiian will provide reasons for the refusal. Hawaiian will also provide reasons for a refusal to correct your personal information.
Residents of countries other than the United States may be entitled to additional disclosures or rights related to privacy, depending on your country. This section provides more information for our international visitors. The specific rights available to you will depend on the laws of your country.
In some areas, we may engage in profiling, for example, by analyzing your interactions with us to recommend products or services to you that we think may interest you. Please see the “Digital Advertising and Analytics” section for more information.
Lawful bases of processing: Where permitted by law, we may process any of the personal information described above on the following legal bases: (1) with your consent; (2) as necessary to perform our agreement with you to provide our services to you; (3) to comply with our legal obligations; (4) to protect your vital interests; and (5) as necessary for our legitimate interests in providing our services (see below for details). The provision of information is sometimes required by law and at other times is a result of a contractual requirement. You may be required to provide information, for example in a case where we sign a contract with you, and the non-provision of information could, in certain circumstances, prevent a transaction from concluding.
Legitimate interests: Where permitted by law, we may process any of the personal information described above to conduct our business and pursue our legitimate interests, including: (1) for administrative purposes, such as accounting or auditing; (2) to analyze and improve our Services; (3) to exercise or defend our rights or comply with legal process; and (4) for security and fraud detection purposes.
Your rights: All users can request access to certain personal information we hold about you as discussed in the “Access to Personal Information” section above. Individuals that reside in certain countries, including the European Economic Area (EEA) countries, the United Kingdom, and Switzerland also have the following additional rights to the extent required by applicable local law:
- The right to request that we rectify or erase your personal information;
- The right to object to processing, or request that we restrict or block the processing of your personal information;
- The right to data portability; and
- Where we previously obtained your consent to process your personal information, the right to withdraw such consent.
Retention: We will process and store your personal information only for the period necessary to achieve the purpose of the storage, or as permitted by law. The criteria used to determine the period of storage is the respective statutory retention period for such information as required by the U.S. Department of Transportation or other applicable government agencies or by our internal policies. After expiration of that period, the corresponding information is routinely deleted, as long as it is no longer necessary for the fulfillment of a contract or the initiation of a contract.
Complaints: Individuals that reside in the EEA, UK, or Switzerland have the right to lodge a complaint about our data collection and processing actions with the supervisory authority concerned. Contact details for data protection authorities are available here. Individuals in other countries may also have this right where provided by local law.
Hawaiian has widespread international operations. Accordingly, any or all of the disclosures of information described in the Policy may involve the transfer of your information across national and international borders to individuals and organizations located outside of the country where your information was collected. For example, we may transfer your information to any Hawaiian office worldwide, and to Hawaiian’s vendors, contractors, agents and third-party travel providers overseas. We ensure that cross-border transfers of personal information are subject to contractual or other safeguards to the extent legally required.
In accordance with Article L 237 -7 of French Homeland Security Code, please be informed that air carriers may transmit reservation, checking and boarding data collected from their passengers ( API/PNR) to the French national public services and competent authorities for the purposes and under conditions as defined in the Decret N° 2014-1095 dated 26/09/2014, modified by decree 2018/714 dated August 3rd 2018.
Email Marketing and Other Email Communications.
If at any time you would like to unsubscribe from receiving future marketing emails from Hawaiian, you can click the unsubscribe link at the bottom of any email communication or log into HawaiianMiles My Account and access our ‘Email Update/Account Info’ page. Alternatively, you can use the contact information below. We will continue to send you email messages related to our relationship or transactions with you.
As described above, we may share personal information with third parties with your consent or direction, and they may use it to send you email marketing. If you no longer want to receive such email marketing, you must opt out with each of these third parties directly.
Digital Advertising and Analytics.
We may work with ad networks and other ad serving providers (“Advertising Providers”) that serve ads on behalf of us and others on non-affiliated platforms. Some of those ads may be personalized, meaning that they are intended to be relevant to you based on information Advertising Providers collect about your use of the Services and other sites or apps over time, including information about relationships among different browsers and devices. This type of advertising is known as interest-based advertising.
You may visit the DAA WebChoices tool, the Network Advertising Initiative, or the European Interactive Digital Advertising Initiative to learn more about this type of advertising and how to opt out of this advertising on your browser by companies participating in industry self-regulatory programs.
To opt-out of interest-based advertising through apps on your mobile device from participating companies, you can use the DAA AppChoices tool available at the following links:
We may work with third parties that collect data about your use of the Services and other sites and apps over time, for non-advertising purposes. For example, the Services use Google Analytics to improve performance and for other analytics purposes. For more information about how Google collects and uses data when you use our Services, visit https://www.google.com/policies/privacy/partners/, and to opt out of Google Analytics, visit https://tools.google.com/dlpage/gaoptout/.
Updating Personal Information
Hawaiian endeavors to ensure that personal information it holds is accurate and up-to-date. You may seek to update your personal information held by Hawaiian by logging into ‘My Account’ and accessing our ‘Email Update/Account Info’ page. Alternatively, you can also call us toll-free at 877-HA-MILES (426-4537).
You may contact us at any time using the following information:
- Email: [https://www.hawaiianairlines.com/contact-us/email/request]
- Toll-Free: 877-HA-MILES (426-4537)
- In writing: Hawaiian Airlines, PO Box 30008, Honolulu, HI 96820