Did not expect to be back writing about Hawaiian Airlines, and my less than satisfactory experience with their inept bureaucracy. However I’m here to tell you that it pays to let those in authority know when you’re…tired of being pushed around like some invisible non-entity!
After hearing from a senior counselor in the airline’s consumer affairs department who told me that my case was closed, I decided that the President and CEO of Hawaiian Airlines, Mark Dunkerley, to whom I’d addressed my complaint letter could care less that I’d been led down a merry path by his company’s front-line representatives. Then and there I resolved not to fly Hawaiian Airlines in the future.
Lo and behold, you can imagine my surprise when I received a letter from Avi Mannis, the Vice President of Marketing. He apologized for the delay in addressing my complaint letter sent some 20+ days earlier.
I am writing in response to your letter of May 2nd, addressed to Mark Dunkerley. I apologize for the time it has taken me to respond personally.
I was distressed to read of the difficulties you had in processing a fare adjustment. The communication from our representatives to you was frankly unacceptable, and inconsistent with the standards of service to which we hold ourselves. This is a matter that I take seriously, and–as in all cases in which we fail to meet the expectations of our customers–we are undertaking an investigation to understand how we can improve.
Mr. Mannis went on to explain in “plain English” what none of Hawaiian Airlines’ personnel could do during the several phone calls and emails that transpired between them and me.
I’ll try to state our policy on fare adjustments post-purchase in plain English: If you buy a ticket from us directly, and the price subsequently goes down, we’ll issue you a travel credit (applicable to future travel) in the amount of the fare difference less a $40 service fee. The lower price has to be available on the same flights/travel dates that you purchased when you call for the adjustment.
Perhaps if I’d been speaking with local employees who were invested in Hawaiian Airlines, rather than out-sourced hired help in the Philippines, communication might have been better. Instead, it was as though the folks with whom I dealt could only speak what they’d memorized. Unfortunately, they couldn’t even get that right, in light of what Mr. Mannis was able to adequately convey in just a couple of sentences.
In concluding the matter, Mr. Mannis offered my family eTravel Credit towards future travel. I’m not certain the $300+ will convince my husband to book Hawaiian Airlines again, especially since the credit must be used for travel within the next year.
It’s not often we up and fly to Hawaii. Every few years is more our speed. It’s more than likely we’ll go back to booking whichever airline is offering the most attractive rates when we decide to make another trip home to our native islands.
Making a case to resolve what I deem as unfair treatment is something I will undertake without hesitation. There’s a thread of integrity that runs through my moral fibre which I’m unable to ignore when it begins niggling away at my conscience. Blame it on the Catholic nuns who hammered it into my psyche from day one of my schooling. Anyone who received an education from those women in black garb knows of what I speak. You don’t know brainwashing until you’ve dealt with a formidable female disciplinarian of God’s elite staff.
When I take the time to voice my complaint, however, I make certain I have all my facts and figures at the ready. I’m not one for blasting away without first lining up my ammunition. Chalk it up to my years as a paralegal for the now defunct Trans World Airlines.
I list dates, name names, and offer proof of conversations. Emails are God-sent, in that respect. I literally blow my unsuspecting adversary out-of-the water with facts. What the recipient of my complaint letter does with it is totally out of my hands at that point.
Voicing my dissatisfaction is what I can do as one individual. I’m not equipped to take on the world, let alone a corporation.
Once I decide to take on Goliath however, I set about learning who it’s head is…the President and CEO. Once I even copied in the head honcho of the parent company. In this amazing age of GOOGLE, finding corporate information is easy-breezy.
In the not too distant past, I had to finagle the information from a receptionist by asking to whom I could send a commendation letter. Little did she know I was intent upon blasting the company for trying to inflate an original price quoted for delivering a piece of furniture some 3,000 miles, traveling from east coast to west coast. Yes, I ended up paying the original $261. Nowhere near the $900 the local representative wanted to deliver the piece to my home.
Other battles include a bank that tried to increase the interest rate on our mortgage application because the appraiser failed to turn in his paperwork with due diligence. The bank president’s executive secretary intercepted my call to her boss, and made sure we got the rate initially promised. I guess sobbing my frustration helped, although I had no intention of breaking down. Who does?
Rather than bury your stress deep within, put it out there in the form of a complaint letter. You’ll feel better…no matter the end results. And if it gets you concrete resolution, consider it the…
…icing on the cupcake!!!