Frontier Airlines
reviews

Short story, zippers were torn completely off of my bag and all of my stuff came out onto the carousel in an open plastic bin. Have yet to get help or compensation from Hawiian. Still trying to figure out if stuff is missing. Long story, Hawaiians online customer service told me to contact hawiian through email about the bag, but I never heard back. Reached out 3 times. Eventually had to call and wait to speak to someone. Rep initally is unable to give me any info or answer any questions. Says theyll get back to me eventually and that they’re currently dealing with claims in October (it’s Jan 6th) and they weren’t sure how long the wait would be. Rep says I need to send photos which I had. They repeatedly accuse me of not sending photos or sending in the wrong format but eventually, suddenly sees them in my first email (?) and tell me it’s an issue with the bag. Not sure how two intact working zippers get ripped completely from a bag during the flight and it’s a me and my bags problem. Problematic, rude slow, basically nonexistent customer service and the flight wasn’t great either. Highly recommend avoiding if you can

If you ever fly with Hawaiian Airlines and experience any problems, make sure to record what the flight attendants say or get written confirmation. Their promises are just lies meant to calm you down, and once the flight is over, you’ll be left without any proper compensation. Don’t trust what they say, or you could end up in a situation like ours, where we feel deceived and treated unfairly. My family and I had a terrible experience on Flight HA459 from Honolulu to Seoul in October 2024. We paid $1800 per person for a one-way business class ticket, but my mother’s seat was broken—it was stuck in a partially reclined position and couldn’t be adjusted upright. She couldn’t sit properly for the entire 10-hour flight, and since the seat couldn’t fully recline either, she couldn’t lie down to rest. Imagine trying to sit in a plane for 10 hours, with the seat constantly shaking from turbulence, and no back support. My mother had to rely entirely on her core strength just to stay upright. It was physically exhausting and incredibly uncomfortable, leaving her with back pain after the flight. The flight attendants tried to fix the seat, but nothing worked. To make matters worse, a Korean-speaking flight attendant assured us we would be refunded for the broken seat, but after the flight, Hawaiian Airlines refused to offer any cash compensation. Instead, they gave us a useless travel voucher that expires in a year, despite us not having any travel plans within that time. It feels like the flight attendant deliberately lied to us just to avoid further complaints during the flight. This left us feeling deceived and extremely frustrated, adding insult to injury after such a terrible experience. Even worse, despite me being the one who suffered, they acted as if they were doing me a favor by throwing a voucher my way, which made the whole situation even more infuriating. Given the poor service, broken seat, and deceptive promises, I strongly advise against choosing Hawaiian Airlines, especially in business class. You’re paying for premium, but they’ll leave you with only frustration.

After booking round trip flights for four people on Hawaiian Airlines (HA), HA cancelled the outgoing flight four days prior to the flight leaving. Since they had no similar flights available, I asked for a refund and was promised one. The agent who promised the refund issued me a refund on the tax only, approximately $45. She told me the balance, the actual ticket prices of approximately $1,400, would be refunded within 7-10 business days. It has been one month, and still no refund and I can not get HA to explain to me why even though I have called, emailed, chatted, and used their online complaint process. This is the worse customer service I have ever received and HA is in violation of Department of Transportation guidelines. The US Department of Transportation mandates that airlines must provide a refund for unused transportation, including non-refundable tickets, if the flight is cancelled or if there is a significant schedule change. They have seven business days to make a refund when a credit card was used, and I used a credit card. I strongly recommend using any other carrier when flying to Hawaii unless you want to lose your money.

DO NOT BOOK A HOTEL THROUGH HAWAIIANAIRLINES.COM I booked a hotel after booking my economy (main cabin) fare, and selected my seat. After adding my hotel, they booted me out of the main cabin into main cabin basic. Despite no warning on the website, my booking was now under the control of a completely different company. Despite talking to three representatives and one supervisor (Ada), they were rigidly unable to help me. I could not even pay to upgrade my seat. I was stuck with no help from any service personnel at Hawaiian Airlines. And I am a Pu'alani Platinum fyler! Immagine how they treat their other customers! I will slowly migrate my spouse and I back to Delta Airlines where we always received top customer service. #fakealoha

I would recommend flying with Hawaiian Airlines because of the Aloha they have with not only with the passengers, but with their employees which includes : Flight Attendants, Ramp Personnel, Airport Lobby Agents, Boarding Agents (Jet Bridge Personnel.) When I Chose the Window Seat in the EXIT ROW, the Flight Attendants before every flight that they always let us passengers if there was an emergency to see if we can assist the Flight Attendants to evacuate the aircraft and to locate the LIFE JACKETS. The Flight Crew are the best in the business because the Pilots and Flight Attendants of Hawaiian Airlines always greets with the Aloha Spirit of the Hawaiian Islands.

I'd say this is the biggest and the only scamming airline that I've ever encountered. During coronavirus crisis, every airline is helping their customers with rebooking. Only Hawaiian airlines just ran away and disabled all their telephone numbers so no one, not even agents could get through.

I took a trip to Hawaii for the first time ever for my honeymoon with my husband. Somehwere I had planned to go since I was a child. The island is beautiful and the people are lovely. Unfortunately the staff and customer service wasn't. We were left hungry both on the way and back as they couldn't provide a vegetarian meal even though I had checked double times both ways. no effort was made to provide substitute food and the staff has very little concern. The 9 hour flight was a struggle and we will not be flying with them again. After complaining we received 100 credit with the airline. Not sure how this helps me?

I flew Hawaiian from Honolulu to San Francisco. It was a good experience overall; pleasant cabin crew, good entertainment choices, acceptable food. I would definitely choose them again.

Lousy communication and foreseeing needs. Ten hour delay arriving home at 5 AM. Not acceptable. We were a party of 9 and will never fly this airline again. Many of the people on the plane said the same thing. One passenger said it was his 3rd flight on Hawaiian in a year and all of them were majorly late. I received information on travel credit and I tried 3 of the boarding passes. I got the error sign each time. I finally ripped up all the information since I don't plan on ever flying this airline again. I have shared this information with dozens of people already to make sure they never make the mistake of booking with Hawaiian.

Bad attitude issues with employee of Big Island, Kona airport of Hawaii. Out of 2 weeks Hawaii vacation with 2 family this was to worst experience. Very humiliated, discriminated, have not felt like this even in other 3rd world country or Europe..Just because one carry on bag out of 8 for 8 passenger had 5 lb more which we were ready to pay for. Whole family was pushed aside and threaten to miss that flight to Kona. When you travel you don't carry weighing scale with you..if you need to charge extra that's fine, a person who is flying this long with 8 person obviously not going to argue over $35 ...you don't treat like we are not wanted on your island....

Flew economy out of Brisbane 1 and 1/2 late but other wise quite a good flight, food is reasonable entertainment is ok! leg room was ok and the service was good and got exactly same on the return flight except for the delay! I would fly Hawaiian again.

We flew HNL to Syd last week, we chose Extra Comfort which is the Hawaiian equivalent to premium economy, first up, priority security screening was not made available to us, although their web site says it is included in the price, priority boarding was not enforced either, so the extra money paid for that was useless and there was no welcome drink which I thought would be a nice touch even if it was water. Food was average and on a par with Jetstar and the flight attendants were good without being overly friendly. The aircraft was clean and the seat quite comfortable, we chose seats 11A & B so that was worth the extra money alone. Having flown a lot of airlines over the years Hawaiian are not the worst nor are they the best, they are not a low cost carrier so I believe there is room for improvement in their product offering, but with a full aircraft I doubt they see the need to change. Would I fly them again yes, although to be honest Jetstar is comparable and a lot cheaper for essentially the same service.

For luggage of 90lbs they wanted to charge me $200, which is more than 2 bags. I agreed to get it down to 70lbs to pay $50. I was speaking my mind and told the supervisor at the airport that Hawaiian Airlines wants to excessively maximize their profit at the expense of passengers needs. The supervisor did not like what I said and yelled at me: "You are not flying with us today, go to United Airlines!". I asked to talk to a manager while I followed her to the office. She then yelled hysterically "security! he is stalking me!". Manager came out of the office, who hadn't observed the situation or heard my story and she said the same, "go to United Airlines". Later that day I booked another flight with Hawaiian Airlines. They did not refund me for my 1st ticket of which I was denied boarding. They reported I was late for check-in. Consumer Affairs Office contacted me 31 days later, beyond the 30 days maximum response period, and did not give me a monetary refund of the price of the ticket. They offered Hawaiian Airlines credit but I don't need it because I am not flying with them anymore. Eventually during my 2nd flight to mainland, they offer no food or drinks just some lemonade.

This is the wors airplane company I ever fly with no costumer service not a good food and everything is faking a part I woudnt recommend to anyone

Also worth noting is that in this age of airlines posting huge profits and giving bonuses to their employees, Hawaiian didn't miss a chance to make more money. Our aircraft to and from Hawaii was a new Airbus (A340 I think). The temperature for the duration of the flight was cold enough to make both my wife and I shiver. The answer? They conveniently offered to rent passengers a blanket and a pillow! The temperature stayed cold both trips until almost on the ground. My feet froze the entire flight, and I was wearing closed toe shoes and sox. They also charge $25 for the first checked bag and $35 for the second. Almost as soon as were in they air, we were offered bottled water for $3 among other items. When they offered Hawaiian credit card applications, I just chuckled. No way. We will choose another airline and unless absolutely necessary, will not fly Hawaiian again!

I planned to visit my family in the US. I arranged the trip since 2 months in advance.Finally, ended up with 45 hours delay!!!!!!!!!! The plane failed to take off twice, so that they had all passengers get out and promised to contact them back. They got my number, but never contact me. I stayed in the origin airport waiting for around 12 hours without any contact back!! I couldn't find their crew or office in the terminal area! Can't even find their contact number in NZ branch until I went to airport help desk. It was useless, since I had to ring them many many times and wait on the line 10 mins every time! In the afternoon, I could see their crew came! I supposed they would be helpful to deal with my problem, but HELL NO! They acted like it is the customer fault!! I told them it was very very hard to contact anyone from your company to rebook my flight, they said well you have to try by yourself! (I had been trying for more than 3 hours! and already waiting for more than 12 hours!). Until, I couldn't hold my anger, I asked for the refund! One staff responded " I am not a cashier or a reservation person! What do you want me to do!?" So freaking rude!

I flew Hawaiian BNE to HNL return on flights HA444 and 443 Airbus 330. Both trips were in Extra Comfort exit row 34 A and B on the way over and H and J return. The Extra Comfort premium was $150 USD which I thought was a little expensive. I have had the same seats on Singapore Airlines for $40 USD. But being 190cm I am willing to pay for the legroom. Cabin crew service was great, the amenities kit for Extra Comfort was classy compared to the base economy version. The in flight entertainment system was very clunky to operate and only had limited content compared to many other airlines. My wife could not get hers to work at all and part way through the flight it was shut down and given a master reboot that seemed to take a long time. The food was just average, but no one I know ever flies for the dining. I will fly Hawaiian again because it is the only direct flight from Brisbane since Jetstar stopped and I have decided that BNE - HNL - to mainland USA is a more comfortable flight at legs of around 9 hours and 5 hours with a stop over versus that brutal flight of 13 or so hours as a direct hop BNE to LAX. My BOSE QC35 headphones also made the trip a lot more pleasant.

One of the worst experiences ever! I was booked in economy, at the last minute they announced two first class seats were open. I purchased one of them and was very happy to start my long-awaited vacation in style and comfort. Sadly, this was not to be the happy journey I envisioned. After I was seated, offered a beverage and given the menu to peruse - all seemed well. The attendant went up the other aisle asking each passenger if they would be joining them for the meal. She went around to the front and shortly after, came down my aisle. For some reason she skipped me, asked the two women with two dogs sitting across the aisle the breakfast question and then everyone else on that side but not one word to me. Then staff from the gate came to talk with me and the other man who purchased the upgrades to inform us that we would have to go to our original seats as the "computer" made a mistake. This staff did not seem very apologetic nor did she offer us a meal, a movie or even headphones for this embarrassing turn of events. We had to walk past everyone already seated, looking like we were the ones who held up the plane. Very poor handling, the seats were sold & occupied! Auwe,Hawaiian

My wife and I have just returned from a trip to 3 islands on the Hawaiian island chain. All flights were on HA or Ohana with the main flights from Sydney to Honolulu and return. Our seats were extra comfort owing to my height 6'2" and the extra leg room and recline was well worth it. The cabin crew were accomodating with any request and were constantly providing fluids and you could attend the refreshment bay for self service at any time for coffee tea or water. Our seats were part of the first class/business cabin and the service was mainly provided to those in business class. As other people have complained about the service that business received then you need to pay the extra dollars if you want that. Extra comfort is just that. Extra leg room and extra recline. The cost of our tickets were well above our budget carriers but you pay for what you get. Have flown Hawaiian on many occasions in the past 7 years and already have flights booked for 2017 for flights to the USA and back. My mother always said that if you treat people well and smile it comes back and it always has on our Hawaiian flights. They may have some faults but what airline hasn't.

I was Flying OGG-HNL on Hawaiian Airlines and then connect with Delta. Could not check in the Internet despite having Hawaiian confirmation number. Called and the Hawaiian person said I need to check in at the airport. At the airport, it would not let me check in and I had to go to Special Services line. only one person working that line and the person working the first class line (Jemma) was just standing around not helping anyone. I asked and she refused to help me. after I told her I would complain, she realized she should start helping people and began taking people from the special services line but only after she realized I was going to complain. neeD better work effort.

We have just returned from a return trip Brisbane to Seattle, the customer service we received both on the ground and in the air was excellent, it was up there with Qantas service. We travelled in economy and at all times were well looked after, plenty of water offered and the meals and snacks although no choices offered were fine. Our only complaint was the seats were a bit hard after all those hours in the air. There was plenty of leg room for an average size person though. We would be very happy to travel with Hawiian Air again.

We booked our seats in October last year on a one-way flight on Wednesday 4th from Honolulu to Sydney HA451 with extra comfort seats in rows 11A&11B. The cost approximately $1,995.00 for both seats (yes one-way!!). We were seated directly behind the three business rows front of plane. It became very obvious very early into the flight the difference in how cabin staff treated business class to economy class passengers. Lunch was a heated meal which consisted of rice (very dried out) and some sort of stir fried pork (no choices) and no mention of what we were being served. This was accompanied by a glass of wine and dessert a small slice of cheesecake. I had to ask for coffee and was handed a paper cup with coffee and milk from behind my seat like I was some sort of nuisance. There was mention of some snacks available. Entertainment system didn't work and couldn't be rebooted. I was so hungry after 7 hours flying and shocked when dinner was offered to us only a chilled sandwich with processed chicken and cheese in one half and egg in the other with a sweet small biscuit that was very hard to eat. The Captain never welcomed passengers aboard or ever thanked us at the end for flyingHA

Love flying from LAX to Maui with HA. Last we tried AA and were so disappointed. Flying HA again in April. Friendly staff at the airport and onboard every time on HA. Gets you in the Aloha spirit right from the gate. They even serve a free meal.

Without doubt the most disorganised, unfriendly, rudest, airline in the world. We booked months ago through our agent, but she was advised that she was unable to book our seats for us and we can't book them online either. So we get to the airport and discover my husband and I were seated apart. The check in staff advised it would cost us $120 each to change seats. After a lot of arguing we finally got to sit together, and the aircraft was not full. Upon arrival in HON we are delayed on board with no aircon for 35 mins because the airbridge is broken. After 5 days we receive the distressing news that my mother died, so we need to cut our holiday short and fly back. We are charged $400 extra to change flights to a week earlier. We don't understand why we had to pay extra. We arrive at the HA desk to find that once again we are seated far apart, even though we are travelling together as husband and wife. The seriously rude woman at the gate asked us why we wanted to sit together and attempted to charge us for changing seats. The way she spoke to us was beyond belief and distress. We finally got to sit together but she took revenge and sent my suitcase to Sydney, not Brisbane. EDITORS COMMENT: The $400 fee to change is because you would have been on a fare that offered no flexibility what so ever for time or date , changes. The fee you were charged was the difference between what you originally paid for the fare and what that fare is worth now. This is standard across every airline - the cheapest fares have no flexibility. As for the not sitting together - that just seems odd if you actually booked the tickets together? If they were separate bookings it makes sense but if it was the same booking that is very strange and should not be happening.

Flight was from San Francisco (SFO) to Honolulu and reverse with the return flight. The first-class cabin was roomy and comfortable. The service was good. The food was just mediocre. The food needs major improvements particularly if it was designed by Chef Chai. On the return trip to SFO the plane felt old and did not have the nice Hawaiian Airline interior theme. The In-Flight Entertainment was average. There was also power charging outlets in the center arm rest between the 2 seats. EDITORS COMMENT: Thanks for the informative review. We hear the food does need a bit of attention.

HNL-ILO-HNL (Honolulu to Hilo & return) B717 Economy class as part of a tour to the Big Island. Nice little flight, seating is a 2x3 configuration and the seats do not recline, but they are comfortable enough. Boarding is in groups, Grp 1 first, most passengers are group 3, so they line up in the queue pretty quick. Flight left on time, and a drink was offered to all pax, no food, not even for sale, no IFE. Service it quick but pleasant.

We had a very pleasant and memorable first experience with Hawaiian. The ambience inside the plane was airy and very lively like its destination--The Hawaiian Islands. Service was prompt and very courteous with a meal service--a first for an American domestic service. We will definitely travel Hawaiian on our next vacation to Maui soon. Aloha and Mahalo!!

flying from Brisbane to Honolulu back in June was a true experience. To start I must say the staff were very friendly and accommodating. the downfall was the seating. The seats seamed to be of such advanced age that the cushioning in the back rest had deteriorated. I cannot give give a good review with over 8 hours of flying with nothing but metal bars as back support.

A330-200 from San Diego to Honolulu

Destination Hawaii, August 2014. NEVER FLY WITH THEM AGAIN!!!!!!!!!! They gave our allocated coach (upgrade) seats away then blamed the Web,we did not book online, then blamed the travel agent, when I questioned what the confirmation code on the sheet of paper I had, oh dear it was from them! in fact it was their staff/system that did not complete the booking, this was admitted by their Manager at Sydney Airport but no apology or offer of compensation, when we suggested upgrade to Businees, Reply:oh no that is not done any more. The service was disgraceful, the Manager was rude, no customer service at all, when we asked for a resolution to our problem of not having our seats, the Manager suggested that we go the next day and she would refund our $100 (which we paid for our upgrade). We went from allocated seats in row 11 to row 24. When we insisted on having our seats returned to us, she then made us feel that we should be eternally grateful to her that she was able to get the people who were now seating in our seats (BECAUSE HA GAVE THEM AWAY), move to row 13 as we had a toddler and could not sit on an exit row, Q, Why did she not allocate these seats to the other people in the first instance! Also our return seats had not been allocated either, so this was another problem which needed resolution, what a freaking mess and these people do not care once they get your money, serice goes out the window. We spent 2.5 hours sorting this out at Sydney Airport, the Manager was so inefficient, unhelpful and totally rude. Whilst in Hawaii, we rang to confirm our return flights had infact been allocated, and the staff there are just as incompentent and inefficient, we spent 4.5 hours on the phone being sent all over the place and having to explain the whole situation over and over again.

Roundtrip flight from Las Vegas to Honolulu. Economy comfort class does add nice legroom for seating. Every other aspect of the flight was poor. Plane was not clean. Seat cushions were very thin and extremely uncomfortable with poor padding and poor pitch. Flight and ground personnel were rude. Food and beverage service was terrible and offered once during a 7 hour fight. One additional service for "water only" was offered. In the last 200,000 miles of flights that I have flown in the last 4 years, this was my worst flight experience and I will not fly on this airline again.

My wife and I recently flew from Sydney to Hawaii and back in Business Class. I would rate this the worst experience we have ever had in any airline> When booking we were never advised that the seat was an angled lay flat (rather than completely flat) type that we had previously experienced with other airlines. I would say we paid a premium price for what I would class a premium economy seat.

A very good trip with Hawaiian. Excellent breakfast and superior service from the cabin crew. Will absolutely fly with them again. The bad part was the digiplayers you have to hold on to the whole trip. Really a pain when your making room for the food. Seats were comfy but like business class seats with most internationals. HA 767-300 from OAK to HNL.

YBBN-PHNL B764 Bit wary of the 80's era aircraft technology, but always have faith in Boeing. The 10 hour flight really needs to have free onboard entertainment other than the rental of hand held devices. Meals were okay but were the same on return flight. All in all not a bad airline with good fare structure for full service.