Travel Agent Program

Travel Agent Program News

What's New

Update November 28: A travel waiver has been issued for all flights to/from Hawaii Island, including Hilo (ITO and Kona (KOA departing Nov. 28-Dec.4, 2022. Click here for details.
Update June 6:Distribution Changes and Implementation Update: For the full letter please click here.
Update May 31: Introducing Main Cabin Preferred Seat product. For more information, review our Main Cabin frequently asked questions.
Update May 25: Distribution Implementation Update. For the full letter please click here.
Update May 20: As previously announced, effective from May 31, 2022, U.S. points of sale that are still using legacy technologies will experience two modifications with respect to Hawaiian Airlines products and services:
1. Fares for travel wholly within the Hawaiian Islands (“Neighbor Island” fares) will no longer be available.
2. Hawaiian will recover its costs of agents choosing to use those legacy channels via a $7.00 USD Distribution Cost Recovery Surcharge (DCRS) for each ticketed segment.
We have prepared the HA Channel+ Program: Guide to Changes for Legacy Channels which provides our agency partners that are using legacy channels with additional information on these changes. For questions about our distribution strategy or anything else, please feel free to reach out to us at agencysupport@hawaiianair.com or our HA Connect website.
Update March 29: We are pleased to provide important updates and details on the rollout of our HA Channel+ program. First, we revised the implementation date of our legacy channel modifications from April 1st, 2022 to May 31st, 2022. Hawaiian is making this timing change to allow business partners more time to make the technical adjustments required to accurately process the modifications and complete testing. Secondly, our Distribution Cost Recovery Surcharge (DCRS) for U.S. points of sale will be USD $7.00 for each ticketed segment. Effective May 31st, the DCRS fee will be applied in the legacy channels as a YR fee. There is no DCRS for points of sale outside the U.S. at this time, but we reserve the right to update the DCRS periodically. Hawaiian Airlines is most appreciative of our partners and their efforts to prepare for this change and especially those who have connected to a channel that has our HA Channel+ content. As a reminder, agencies who connect to a channel that supports the HA Channel+ program will be able to access all of Hawaiian’s published fares and air ancillaries, including all Neighbor Island fares. Agencies can access HA Channel+ via HA Connect Approved Partners, the HA Connect NDC API or by accessing the Hawaiian Airlines Partner Portal. You can find out more details on HA Channel+ or sign up for access at https://haconnect.hawaiianairlines.com/s/ha-channel-plus.
Update March 26: Starting today, travelers arriving from the Continental U.S. or a U.S. territory will not be required by the State of Hawaii to show proof of a negative pre-travel test or vaccination when traveling to the Hawaiian Islands, nor will they need to create a Safe Travels account. For more information on these updates, click here.
Update March 4: For ARC travel agents located in the United States, see the Addendum to Governing Travel Agency Agreements (GTAA) for instructions, terms, and conditions governing the agent-principal relationship between our agents and Hawaiian Airlines, Inc.
Update Jan. 21: Any Main Cabin or First Class ticket purchased or expiring in 2021 now won’t expire until Dec. 31, 2022. Please click here for updated waiver document and detailed information.
Additionally, a friendly reminder to adhere to our Agency Booking and Ticketing policy. Audits include, but are not limited to, passive segments, churning and, fictitious names to name a few. Effective March 1, 2022, infractions for Resolution 830D will commence.
Update Nov. 1: Hawaiian Airlines announces changes to our Distribution Strategy for U.S. Point of Sale - Hawaiian Airlines is encouraging the use of modern and efficient distribution technologies to provide greater choices and value to our guests by offering a new content program called HA Channel+. HA Channel+ includes all of Hawaiian Airlines’ published fares and air ancillaries that are available to travel agencies who choose to connect via HA Connect, Hawaiian Airlines Partner Portal or through an HA Connect Approved Partner. Effective from April 1, 2022, Hawaiian Airlines will make two significant modifications for U.S. Point of Sale agencies who are still using legacy technologies:
1. Fares for travel wholly within the Hawaiian Islands (“Neighbor Island” fares) will no longer be available.
2. Hawaiian will recover its costs of agents choosing to use those legacy channels via a Distribution Cost Recovery surcharge.
Learn more about our Distribution Changes for U.S. Point of Sale and review the FAQ.
Update Sept. 14: Beginning March 1, 2022 Hawaiian Airlines will begin monitoring and enforcing Operational Notifications/IATA Resolution 830D. Per Hawaiian Airlines Booking & Ticketing Policy, passenger contact information must be placed in the PNR as an SSR of CTCE, CTCM or CTCR at the time of booking. This ensures passengers are properly notified in the event of an irregular operation. For debit memo amounts, visit our ADM Policy.

For detailed information on waivers and authorization codes, please click here.

Additional Links:

For U.S. travel agency assistance or related questions, please contact our General Reservations Department during normal business hours at 800-367-5320.

U.S. Tax Reminder: Effective Jan. 1, 2021, the suspension to exempt collection of the U.S. Transportation Tax (US) and the Flight Segment Tax (ZP) issued as part of the CARES Act has expired. Any tickets issued between March 28, 2020 and Dec. 31, 2020 that were exempt from the U.S. Transportation Tax (US) and the Flight Segment Tax (ZP) that need to be reissued are subject to collection of these taxes, if the ticket qualifies. Travel agents will need to reprice the itinerary and collect the current US and ZP taxes, if applicable.

Travel Accessories

Feb. 11, 2020

To ensure the safety and comfort of all passengers onboard, Hawaiian Airlines strictly prohibits the use of inflight travel accessories and comfort devices which:

Attach to aircraft seats

Are inserted between seats

Otherwise block access to seat rows or aisles

When in use, these devices have potential to impede access to seats and aisles, damage aircraft seats or fixtures, and obstruct access to onboard emergency equipment.

Examples of prohibited in-flight accessories / comfort devices include (but are not limited to):

Inflatable Cubes (Foot Rests / Child Sleeping Devices)

Bed Boxes

Leg Hammocks

These items may be carried on board the aircraft as part of a passenger's carry-on baggage allotment, however, may not be used at any time during the flight.

Main Cabin Basic

Sept. 23, 2019

Main Cabin Basic is a fare product choice for guests who elect to forego certain travel services, in exchange for the lowest-price fare. To learn more about Main Cabin Basic, and for programming information, please download the Agency Partner Reference Guide.

For more information and FAQ, please click on the resource links below:

Main Cabin Basic Product Information

Main Cabin Basic FAQ

Important Changes to IATA Standards Supporting Involuntary Flight Changes

July 31, 2019

Please click here to see Hawaiian Airlines’ current booking and ticketing policy.

Consumer Affairs Office

Do you or your guests have questions about their recently completed trip? Please contact our Consumer Affairs Office for assistance. If you have already opened a case with them and are checking on the status, please respond to the email they sent. This correspondence will go directly into your case. The Sales Office does not have access to Consumer Affairs Office records or information.

Medical Waiver Request

If your guest was not able to travel due to a medical reason, they may be eligible for a waiver of their change fees. To see if they qualify, please click here.

Travel Agent Reduced Rate Program

Hawaiian Airlines is pleased to continue to offer our AD75 & AD50 Reduced Rate Program. Click here for information to apply.

Checked Baggage Fees

Baggage policies have changed. Additional baggage charges may apply. Click here.

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