I am writing this to warn any traveler: avoid Hawaiian Airlines. Since their merger with Alaska, their customer service has completely collapsed, and they treat passengers with zero respect.Our experience was a disaster from start to finish. We had a flight from San Francisco to Oahu, which was an Alaska Airlines flight operated by Hawaiian. They canceled our flight just 12 hours before departure.This is where the customer service black hole began.We called Alaska Airlines. After waiting over 45 minutes, they said we had to talk to Hawaiian Airlines since they were operating the flight.They transferred us to Hawaiian. After another 45+ minute wait, the Hawaiian agent said we had to talk to Alaska, as that was the airline we booked with.After being bounced back and forth, they finally told us, "Oh, you booked through a travel agent, go talk to them."Our poor travel agent then called and got the exact same runaround. Alaska connected her to Hawaiian, and Hawaiian sent her right back to Alaska.After hours of this nonsense, the "solution" they offered was a joke. They told us there were no other flights for the same day or the day after. Our only option was to fly 3 days from our original date.We found available flights on United and Southwest for the same day, but Hawaiian/Alaska refused to book us on a competing airline, which is standard practice for a cancellation that is their fault.In the end, they only agreed to a partial refund. We had to pay an extra $200 out of our own pockets to book a new flight with a stop in Vegas that left at 5 AM. They ruined the start of our vacation and cost us money. Through all of this, not one agent ever said "I'm sorry."The nightmare didn't end there. On our return flight, we were unable to pay for our bags online. The system just said, "See an agent." When we got to the airport, the line to see an agent was already an hour long. Everyone in that line was panicking and on the verge of missing their flight because of Hawaiian's broken system.This company does not care about its customers. They will cancel on you, trap you in a customer service loop where no one takes responsibility, and then make you pay for their mistakes. Avoid them
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