ericneedsavacation

Here is my story with Hawaiian air.
I had a vacation scheduled for August, this was put on hold when my father became terminally ill, and I lost him during what would have been the middle of my vacation.
When it became clear I wasn't going, a few weeks before my scheduled departure date, I called and asked to change my travel dates. They wanted to charge me $250 for each ticket, they only cost me $400. And what's worse, the "customer support" rep basically called me a liar about my motive for changing dates. I have called several times and every time I get the same response, and they refuse to bump me up the chain of authority.
I had bought my tickets 2 months in advance because I thought it was a good price, turns out I could have bought them less then 2 weeks in advance and got the same price.
Now I feel I am being punished for both planing ahead (that's what they want right, buy in advance) and having a family emergency.

Thank you,
Eric

ericneedsavacation

Oh and the only thing the rep would say was that it was an industry policy, that's why I wonder if any other airlines would waive there fee.

LoveItaly

I am sorry eric. Airlines are no longer "consumer friendly". How awful for you.

I had to leave Italy one time due to a family medical emergency back here in the states. I had to pay $150.00 in fees to leave Italy early. And I had purchased a high price ticket as I was going to be gone a month (not the 21 days cheaper ticket).

Hope things in your family are better now.

gail

Sorry for your family crisis.

As posted above, it is extremely unlikely any airline would waive the fee - that is just the way it is now. As far as being called a liar, that was certainly unprofessional, but when the airlines started charging and making tickets "nonrefundable", everyone tried all sorts of tricks to get them to waive the rule. People show up with bogus MD notes, medical excuses, deaths, etc. - and many others show up with real reasons. But the rules hold for everyone in my experience.

Many airlines are in such financial trouble right now, that they must think this is a way to scratch out a little more profit. I suspect, however, that the only ones making any real money on these rules are travel insurance companies.

NoFlyZone

Yes, the airlines are indeed looking for every way to generate revenue. But, so long as nothing is coerced (they don't force anyone to fly and they are not a basic requirement of life) they can charge whatever the market will bear for fares and change fees.

Basically you are asking the airlines to insure your travel against having to depart early. And they are not in that business. That's what travel insurance is for.

rkkwan

I am not saying I agree with the current airline pricing policies. But I will try to explain them.

There's no way an airline will let you change your flight for free or little to see someone "terminally ill". Who's going to define that? Way too many people will find a way to abuse the system. [The only time some airlines will give you a break is with "grievance" fares, where one need to submit a death report afterwards. Sure, there's still room for abuse, but I doubt many people will fake a death certificate for their father/mother to save a few hundred dollars. Well, unless they really hate the dad/mom.] But you aren't even flying. You're trying to "not fly". How about having a child that gets a high fever before a trip? Does that count?

And I assume you're flying between Hawaii and the mainland? You should feel extremely lucky that they're only charging you $250 more for each ticket for the change! $650 for a roundtrip is not too bad, and I believe full-fare economy (which allows refunds and changes) are much higher. So, they're already cutting you a break!

That's what a discount air ticket is about. Penalties abound. That's the deal you made with the airline when you book that fare. If you don't like that, you can always book full-fare on your trips.

BeachBoi

Eric...Sorry for your loss....Just curious...DID they charge you the fee?Most "cheap" tickets have to be cancelled prior to ticketed departure date otherwise they are totally worthless.And have you rescheduled your travel?With some of Hawaiian's fares, I know the rules have allowed the tickets to be converted to travel vouchers in the case of "certified" illness/death of a family member.Like I said, I'm curious.

ericneedsavacation

To clarify:
I called before the departure date and canceled, asked how much to use them later. Last night they told me if I pay the fee they might refund it later, and gave me an address to write to, they never offered this info before, still can't speak to a manager, won't give me a fax or e-mail address.
No, I haven't payed the fee, I won't, and I won't fly with them again. so they want to squeeze $500 out of me now at the cost of many thousand in the next few years. In the past I have payed to change my plans, but this was not a choice.
I still want to know why I should buy in advance?

ericneedsavacation

To clarify further:
I define "terminally ill" as I have an copy of the death certificate. If I could fake one this good I need to start a new line of work.

KT

Now I'm really confused. First you said that you called to change your travel dates before your flight dates. Now it sounds like you didn't reschedule then and pay the fee, but that you just didn't fly and are trying to reschedule now after the fact without paying a fee. Please clarify.

KT

Oh wait, on second thought, did they give a credit at the time and tell you that you could reschedule later if you paid the fee? If so, I think I get the chronology. Sorry.

BTW, I did get the change fee waived once, but the situation was sort of reversed. I had a ticket to fly cross-country to visit my sick dad, but he died a week before my scheduled departure. When I called Delta, they booked me last-minute with a small bereavement discount, but still costing a lot more than my original fare, and they waived the change fee without my asking. Frankly, I didn't really care about how much more money I was spending, and I still don't. I mean, I'll only have to deal with dying parents twice, and in the scheme of money that I've had to spend involuntarily (e.g., dental work, damage to may car in the parking lot, helping my mom, etc.) I see it as just one of those things that I don't want to dwell on.

rkkwan

When you cancelled/rebooked in August, there's no way the airline can know if your father's illness is "terminal". What if your father would die after your originally-planned return date? There's just too many ways for people to scam the system.

As for why you would buy in advance... Well, next time you go on vacation, just buy full-fare refundable, changeable tickets at the airport when you're ready to fly then.

rkkwan

Anyways, basically what I'm saying is that this is how airlines operate currently. I cannot and do not see why you're picking on Hawaiin Air. And I don't see how differently another airline will treat you.

The only thing you can "blame" Hawaiian is that they're still offering competitive fares right up to last minute, instead of raising them at the 7-day or 14-day mark. I don't see how you can be mad at them for offering good fares.