I flew first class with Hawaiian Airlines from Honolulu to LAX. Upon arrival, my nearly new aluminum Samsonite case was severely damaged, with a wheel smashed off. I filed a claim at the airport, and though I was told they’d follow up, no one did. I had to repeatedly call over days, waiting hours on hold. I got conflicting instructions—first told to buy a replacement for reimbursement, then asked for repeated proof despite the airport’s own documentation. U.S. law requires airlines to cover such damage, and this runaround was unacceptable. Despite promises of a temporary case or resolution, nothing has happened. I will replace it myself, and if not reimbursed, I’ll pursue further action. This experience has been disappointing, and I cannot recommend Hawaiian Airlines.
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