Hawaiian Airlines

Multiple terrible customer service experiences made possible through this app. The app does not provide some very basic information that a reasonable person would be likely to use it for - had to reach out to customer service via their “chat” function (I’d say I never ended up speaking with a human other than it did take 25 minutes for “someone” to respond so I’m assuming it was a human but with scripted responses only) on two separate occasions for mind boggling minor things that should not have required a conversation. One because my purchased tickets and itinerary did not include what my luggage allowances were and I needed to verify before packing. The second time was because I wanted to confirm we would have vegetarian meals. I was told that there was nothing that could be done for me… this was about 40 hours ahead of the first flight and 50 hours before the second flight. The only way to select a meal preference/allergy is to contact customer service more than 48 hrs ahead… nothing could be offered. No meal voucher, no effort in anyway. You are unable to add meal preferences at booking or in the app. What a way to ruin a 24 hr travel day. Luckily, the time I saved by not being provided a meal has allowed me this time to write my review; probably would have been a higher star rating if I wasn’t hungry. Don’t bother with the app, don’t bother with the airline.

This app is *perfect* when it actually works. How great would it be if they could work out the bugs?!? The app sometimes doesn’t display all of my reservations in the My Trips section, so I have to go on my laptop to look up the confirmation number so I can manually search the flight to check in and get my boarding pass on my phone. Also LOVE the feature that they have to change the flight on the app because I travel for business and my plans often change of my meetings run early or late, BUT the downside is that the feature rarely works. Whenever I try to modify the reservation the app simply shuts down. So if I want to change my flight I have to call, and with how much craziness goes on these days with flight delays and cancellations, that often means an hour on the line waiting for a representative plus about 20 minutes on the line that it takes to actually change the reservation with the rep. It’s so time consuming and inconvenient, especially when you have something unexpected come up last minute. Hawaiian Airlines - please make the effort to improve your app so that it is fully functional! As a very loyal and frequent flyer, I know your customers would greatly appreciate it! Mahalo!

First of all, over was overall the APP worked great for viewing your trip information and checking in. It was very easy to navigate. The only issue I had was the In-Flight entertainment. I recently purchased the iPhone 11 and when I attempted to access the In-Flight Entertainment menu on board I would get an error that I was Offline. I powered cycled my phone several times with no luck. Thank goodness a flight attendant was already aware of this issue and was able to assist me with troubleshooting. She had to turn the WiFi off and power cycle the phone, turn the WiFi back on, then put it back in airplane mode several times just to access the In-Flight Entertainment menu to watch anything. If I changed movies the APP would freeze up. So I had to redo the power cycle process again. This was very frustrating.