Hawaiian Airlines promotes a policy of flexibility with the slogan “No change fees. Book now, change if you need to.” However, my recent experience reveals a discrepancy between this advertised promise and the actual procedures in place.

The airline operates with two distinct fare structures for its flights: one for bookings made online through its official website, and another for reservations made via the call center.

Contrary to the stated policy, if a passenger initially books a flight online and subsequently requires a modification, they are directed to the call center for assistance. Patrons are subsequently subject to disparate pricing that exceeds online-exclusive rates.

It is imperative for consumers to exercise caution and discernment when interpreting Hawaiian Airlines’ marketing claims regarding booking flexibility.

Despite the allure of the advertised policy, my experience underscores the importance of recognizing the potential financial implications associated with flight modifications.

Joseph Benton

Hickam

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