|Back to Action Line|
|Jeremy Lester||August 1st 2011|
A Las vegas passenger flying to Honolulu discovered that Hawaiian Airlines falsely portrayed $105 surcharge as an "excess baggage charge," according to a written complaint. In fact there was no excess baggage, Action Line has learned. Nor was there a card swipe, authorized purchase or face-to-face exchange with any airline personnel to discuss the charge.
The incident unfolded when a man and his wife tried to board a Hawaiian Airlines flight in Las Vegas bound for Honolulu. They meticulously followed all fare rules with regards to luggage, records show. They were each permitted 2 checked bags, and these did not incur a surcharge. They were also allowed to bring an on-board bag, which in this case was a simple roller, weighing only a few pounds. The small bag contained nothing more than medication and a change of clothes for the long trans-ocean journey.
As many airlines do when they evaluate weight and space for an overbooked flight, Hawaiian made the decision to take a legal, permissible, no-charge bag and check it. The decision was made at 2 a.m. during a somewhat chaotic scene in Las Vegas by a rushed, frantic, seemingly overwhelmed airline staffer, according to the passengers.
Hawaiian Airlines has established a record for poor service and customer problems. The passengers report that many of the seats on their flight did not provide room for one's left leg because the airline had seen fit to install a video enhancement generator box under every other seat preventing one from resting both feet comfortably under the seat in front.
The passengers vowed to avoid Hawaiian Airlines in the future and disputed the $105 charge on their credit card.