5
poor
Hawaiian Airlines | unitQ Score
The unitQ score is the fraction of public feedback data (iOS & Android) that mentions quality issues.
100 = No Issues. 50 = Some Issues. 0 = All Issues
100 = No Issues. 50 = Some Issues. 0 = All Issues
-24 Points Past 7 Days
Category: Travel
30-Day Trend
Android unitQ Score
Android User Feedback
14%
Android
8 Reports
8 Reports
iOS unitQ Score
iOS User Feedback
86%
iOS
51 Reports
51 Reports
User Feedback
86%
iOS
51 Reports
51 Reports
14%
Android
8 Reports
8 Reports
Hawaiian Airlines - Latest Quality Issues
iOS
May 14, 2024
Can’t find my frequent flyer number
Tried every which way to retrieve it.
iOS
May 14, 2024
Not Great At All
It won't list your trips under “My Trips” automatically when you're signed into the app. It makes you enter the confirmation number to search for each trip! Even if you enter the confirmation code and it finally loads, only the first trip will show, the returning flight itinerary will not I've tried to delete and re-install the app but still unable to list the trips even when my name and account information are clearly shown on the app. The web/online version will show everything including the list of trips. This app is really on good for booking flights. So lame!
iOS
May 14, 2024
Seems like such a simple thing…
Maybe my expectations are too high because of my experience on other airline apps but If I'm logged into the Hawaiian airlines App, why do I need to go look up my confirmation number? It seems the app should display all upcoming travel itineraries.
iOS
May 15, 2024
UI is poor
Things don't work correctly and crashes a lot
iOS
May 15, 2024
Seats
In the app I could not change my set.
iOS
May 16, 2024
Customer Service
I will never fly Hawaiian Airlines again due to customer service. I had major back surgery a few months ago and have been sick with long covid for going on 2 years . My husband thought going to Hawaii, where we go married, would brighten things up for me. The reservations were made and then I called Hawaiian Airlines to upgrade our seats due to my back. I upgraded not realizing it was just to the main cabin. So I upgraded a to the comfort seats. I look at my bank statement a few days later and noticed I was over charged by almost $400. I called customer service, explained…then a supervisor who saw the mistake, reimbursed us back, but also put us back in priority seats. I did not realize until checking in. I called again to a very rude person so I asked for a supervisor. She said since I had already checked in, she could not put us back in comfort. Now I'm not only in pain, but in tears. I called another representative whose name was Ava. Out of all the rude reps, Ava understood what had happened, “unchecked” us, and gave us the last two comfort seats, that we had paid for. We are now checked in for our trip home , but due to what I had to deal with…. Totally drained me…and will not fly Hawaiian again. While in Hawaii, I found trips for same price at other airlines as Hawaiian. Ava was the only understanding agent. You might also tell you other agents and supervisors to not talk over the other person on the phone! So unprofessional and extremely rude. And then not talk like treat me like a child. Wow! wake up.
iOS
May 17, 2024
If I could I’d give 0 stars
Why might you ask? App lacks streamlined processed as stated in update. On the user end is very frustrating to use for people who fly Hawaiian frequently (1-3 times a month). Every time we have to book a flight app makes us fill out information that is already stored on website. This includes email address, phone number, credit card info. Again this info is all saved on profile in website and works with a click of a button. How can your website be easier to use profile info then the app? Hawaiian airlines previous app from 2 years ago had no problem with using saved information. It was more efficient than the current app. Make this simpler for your customers to use please.
iOS
May 17, 2024
Cancelled Flights and Poor App
Hawaiian now cancels flights all the time. It's starting to be a surprise if the flight actually leaves on time. So sad and show how far Hawaiian has fallen. It's the day before my flight from Honolulu to Hilo and they already cancelled tomorrow's flight. Instead of rebooking, they tell you it's cancelled and make you call and wait long wait times to fix their issue. The app won't allow you to rebook there. It's silly and feels archaic. I used to think United was bad due to cancellations, now they seem absolutely amazing in comparison to Hawaiian. And their app is incredible. Hawaiian needs to do some serious work to regain customer trust.
iOS
May 17, 2024
Always Love Flying Hawaiian Airlines
However, my application never gets approved for credit card.😉
Hawaiian Airlines - Product Description
Aloha! Welcome to the Hawaiian Airlines app! Our goal: smooth and worry-free travel experience when you travel with us. From streamlined booking to faster check-in, paperless boarding passes, and real-time flight notifications, you'll have everything you need for your travel needs, all in the palm of your hand. Flight Booking — Search for flights and book a trip to your favorite destinations right in the app. Enhanced Check-in Experience — Start your day of travel right. Check in up to 24 hours before your flight and your upcoming trip will be ready to view and manage on-the-go. Trip Management — Once you’ve checked in, view, change or upgrade your seat, check that your flight is on time, see the upgrade list and more. Mobile Boarding Pass — Access your boarding pass from the convenience of your phone. No paper printing needed! Boarding pass will automatically update if there's a change and is always accessible in the app, even if you are offline. You can also store it in your Apple Wallet. Real-Time Notifications — Stay informed with up-to-the-minute notifications if your gate or flight time change. Up-to-the-Minute Flight Status — Get the latest flight departure and arrival times, with ability to “watch” flights and get notified if things change. Interactive Airport Maps — Get interactive indoor airport maps with turn-by-turn walking directions to your gate, baggage claim, restaurants and lounges at our busiest airports. Chat with an Agent — Need help? Connect with a Hawaiian Airlines agent quickly and conveniently through the in-app chat and get answers to your questions when you need them. In-Flight Entertainment — If you’re traveling on our A321neo aircraft, use the app to stream movies, TV shows and more from your mobile device. Trip Planning — Need help planning an epic trip to Hawaii? Visit our Island Guide for information about each island’s unique character and recommendations for hikes, beaches, restaurants and more. Standby / Upgrade Waitlist — Know where you are on the Standby or Upgrade list. Rideshare — Quickly hail a ride from the app to or from the airport with rideshare companies Uber and Lyft. Mahalo for downloading our app! We’re always making improvements and adding more features. For more information about the app, including frequently asked questions, please visit www.HawaiianAirlines.com/app.
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