Hawaiian Airlines review by Karen 2014-09-12

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.