Question: How could Hawaiian Airlines get away with canceling those tickets? Isn’t there a rule against raising the price after purchase?
Answer: Yes, but there’s also a rule that allows airlines to cancel reservations for fares that were offered by mistake, as happened May 20 when about 650 members of Hawaiian’s frequent-flyer program bought a total of 1,300 tickets without having to redeem HawaiianMiles.
According to the U.S. Department of Transportation, an airline generally is prohibited from raising the price of a ticket after purchase, whether it is paid for with money or points. However, as the department explains on its website, “Sometimes, due to computer errors, airlines may offer a fare by mistake. For example, an airline may accidentally list a first-class ticket from New York to Dubai for $1, a price far lower than the typical fare price. When this happens, airlines may cancel any reservations booked at the mistaken fare price, but airlines are required to reimburse consumers for the full ticket price, all optional services purchased, and any reasonable, actual, and verifiable out-of-pocket expenses that were made in reliance upon the ticket purchase (for example, non-refundable hotel or rental car reservations).”
Ann Botticelli, a spokeswoman for Hawaiian Airlines, said it is following the requirements.
“We did refund all taxes and fees associated with any affected ticket (they were “zero miles,” so there were no other charges). And we have asked all who have made-out-of pocket arrangements as described to provide receipts so that we can address those obligations, if we have them. We also have the option of honoring the original flight booked as an alternative,” she said in an email.
In addition, the airline offered affected customers 10,000 HawaiianMiles, not as a payment, “but rather a gesture of regret for our mistake,” she said.
The airline is handling a dozen complaints from customers who reported nonrefundable expenses related to the canceled tickets, said airline spokesman Matthew Brelis. It is prioritizing the cases and working with customers to verify expenses, he said. “Once that has been accomplished we will complete their claim,” he said.
Kokua Line heard from another reader who, having read the DOT website, thought a refund of the “full ticket price” meant the actual fare, not the mistakenly low price; that’s incorrect.
A third affected reader encouraged us to tell others that they may file complaints with the federal DOT. That’s true, they can, but they should try to resolve the problem directly with the airline first, the DOT says.
As explained, a customer left with nonrefundable expenses — such as a prepaid rental car — due to the ticket cancellation should present receipts to the airline. Under federal rules an airline has 30 days to acknowledge receiving a customer’s complaint and 60 days to issue a written response addressing the problem. A customer unsatisfied with the response can file a complaint with the DOT online, by phone or by regular mail. Find more information at 808ne.ws/dotcom.
Mahalo
A belated mahalo to a thoughtful young man named Jeff. He came by while we were stalled on Hawaii Kai Drive. He was on his way home when he noticed smoke coming out of the back of our car and knew we might be in trouble. After several tries on his cellphone, he was able to find a tow company to come by right away. He stayed with us and took us home in his car and made sure we were all right and most generously paid the towing charge for us. He left so suddenly that we didn’t have a chance to thank him for all he did. — Grateful senior citizens
Write to Kokua Line at Honolulu Star-Advertiser, 7 Waterfront Plaza, Suite 210, 500 Ala Moana Blvd., Honolulu 96813; call 529-4773; fax 529-4750; or email kokualine@staradvertiser.com.
