Voluntary Changes to Tickets Purchased for Travel on Hawaiian Airlines

Standard Rules and Restrictions for Tickets Purchased for Travel on Hawaiian Airlines

• Tickets are non-transferable.

• Tickets are non-refundable, unless otherwise specified.

• Tickets may be cancelled within 24 hours of purchase for a full refund with no fees, for any bookings made at least seven days in advance of the flight’s scheduled departure time.

• Wholly unused tickets: Tickets are valid for transportation for one year from date of purchase.

• Partially used tickets: Remaining trip segment tickets are valid for transportation for one year from date of initial use.

• Flight coupons will be honored only in the order in which they are issued.

• When making date/flight, reroute, or other changes to a Main Cabin, First Class and Business Class ticket, any applicable difference in fare (greater than $0) will be charged to the customer . Refund or credit will not be provided if a flight change is made and the applicable new fare is less than the original fare paid.

• If you purchase a separate ticket on another carrier, or on Hawaiian Airlines that departs sooner than our Minimum Connection Times allow, your checked baggage will not be checked to the final destination.

• Fares and rules are subject to change at any time without notice.

• Other restrictions may apply.

Conditions for Main Cabin Basic Fares

• Main Cabin Basic tickets are non-changeable and non-refundable. Tickets may be cancelled 7 or more days prior to departure without penalty if requested within 24 hours of purchase.

• Seat selection is not available until check-in.

• Main Cabin Basic tickets are not eligible for upgrade to Extra Comfort, Preferred Seat or Business/First Class.

• Same day standby is not permitted.

• Main Cabin Basic ticket holders will board in the last boarding group, unless otherwise eligible to board earlier.

• Bonus miles on flights for Pualani Elite members are not earned with a Main Cabin Basic fare.

Conditions for Interisland Web-Restricted Sale Fares

• Interisland Web special fares are valid only for travel between Honolulu and Lihue, Kauai / Kahului, Maui / Kona, Hawaii / Hilo, Hawaii. Changes will be subject to being charged difference in fare, if applicable.

• When making date/flight, reroute, or other changes to a ticket, any applicable difference in fare (greater than $0) will be charged to the customer. Refund or credit will not be provided if a flight change is made and the applicable new fare is less than the original fare paid.

Conditions for Travel Wholly Within The State Of Hawaii

• Interisland date/flight or reroute changes are subject to any applicable difference in fare (per ticket). Refund or credit will not be provided if a flight change is made and the applicable new fare is less than the original fare paid.

• Standby travel is not permitted.

Conditions for All Other Travel (Not Wholly Within the State of Hawaii )

• Date/flight or reroute changes on tickets originating in Australia are subject to any applicable difference in fare. Refund or credit will not be provided if a flight change is made and the applicable new fare is less than the original fare paid.

• Date/flight or reroute changes on tickets originating in Korea are subject to any applicable difference in fare. Refund or credit will not be provided if a flight change is made and the applicable new fare is less than the original fare paid.

• Date/flight or reroute changes on tickets originating in Japan for outbound travel, no changes are permitted. For inbound travel, changes are subject to any applicable difference in fare. Refund or credit will not be provided if a flight change is made and the applicable new fare is less than the original fare paid. Cancellations of travel before departure are subject to JPY 30,000 (adult), and JPY 22,500 (infant). If a part of ticket is used, no refunds are permitted.

• Date/flight or reroute changes on tickets originating in the United States and terminating in Japan are subject to any applicable difference in fare. Refund or credit will not be provided if a flight change is made and the applicable new fare is less than the original fare paid.

• For all other travel, date/flight or reroute changes are subject to any applicable difference in fare. When making date/flight, reroute, or other changes to a ticket, any applicable difference in fare (greater than $0) will be charged to the customer. Refund or credit will not be provided if a flight change is made and the applicable new fare is less than the original fare paid.

More Information can be found in our contract of carriage.

Conditions for tickets purchased using HawaiianMiles

• Date/flight or reroute changes area allowed and subject to a fee.

• When an award ticket is combined with a non-award fare(revenue), the most restrictive fare rule will apply.

Preferred Seat Terms & Conditions

• Preferred Seats are only available on B717 Neighbor Island flights and B767 North America flights operated by Hawaiian Airlines. Preferred Seats will not be available on codeshare flights.

• Preferred Seats are sold and purchased per passenger and per flight.

• Preferred Seats are non-transferable and are only valid for the flight purchased. A Preferred Seat purchase is processed based on seat availability at the time of purchase and reserves a bulkhead or exit row seat within the Main Cabin. Specific seat assignments are not guaranteed.

• Customers seated in the bulkhead row may be reassigned to accommodate passengers with disabilities.

• Guests traveling within the state of Hawaii with a child under the age of two (2) years old, a pet in cabin, or travelers who require a seatbelt extension, are prohibited from sitting in bulkhead seats located in row 4 of B717 aircraft. B717 bulkhead seats in row 4 are equipped with airbag seatbelts.

• Customers seated in an exit row must meet the FAA requirements including: Must be willing and able to assist; Must be 15 years of age or older; Adults must not be responsible for children under the age of 15; Must speak English and be able to comprehend the instructions to operate the emergency exit.

• Hawaiian Airlines reserves the right to move any customer who has purchased a Preferred Seat or from any seat for operational or security reasons. This includes customers who do not meet exit row eligibility requirements. The customer may request a refund of the Preferred Seat from a customer service agent at the airport.

• Neighbor Island Preferred Seats will be available for sale on select flights 330 days prior to departure online at www.HawaiianAirlines.com or upon check-in within 24 hours of departure online, at the airport self-service kiosk or with an airport customer service agent.

• Preferred Seat assignments are based on availability at the time of purchase.

• Elite members interested in reserving a Preferred Seat within 24 hours, must see a customer service agent at the airport to list for a Preferred Seat. Requests are not guaranteed and will be subject to the availability of seats at the gate within one (1) hour prior to flight departure.

• When a Preferred Seat is added to the reservation after ticketing and payment is not collected, the Preferred Seat will be cancelled.

• Preferred seat purchases are final and are not subject to increases or decreases should the Preferred Seat rate change.

• Authorized refunds of Preferred Seats will be made to the original form of payment.

• Customers who voluntarily cancel, or change their flight, itinerary, or cabin, will not be eligible for a refund. However, if a Preferred Seat is available on the new flight, the customer may secure the Preferred Seat using the original payment.

• Customers who have purchased a Preferred Seat and elect to change to a non-Preferred Seat on the same flight will not be entitled to a refund of the original Preferred Seat purchase .

• Customers who purchased a Preferred Seat that are impacted by a Hawaiian Airlines initiated flight and seat change, equipment change, routing change, or flight cancellation are eligible for a refund if Hawaiian Airlines is unable to accommodate the customer in another Preferred Seat. The refund will be initiated by Hawaiian Airlines on the customer's behalf.

• Preferred Seats are subject to Hawaiian Airlines minimum check-in times. Preferred Seats are subject to cancellation unless you have checked in (obtained a boarding pass) at least 45 minutes before scheduled departure for flights between Hawaii and the Continental U.S. or at least 30 minutes before scheduled departure for flights wholly within the State of Hawaii. You must be present at the departure gate and ready to board at least 30 minutes prior to scheduled departure time to retain your reservation and Preferred Seat.

• Hawaiian Airlines expressly reserves the right in its absolute discretion to discontinue Preferred Seats at any time or to refuse to sell a Preferred Seat to any specific passenger, or if sold to cancel a Preferred Seat and refund the purchase price. Hawaiian Airlines will not be liable for any loss or damage suffered by a purchaser resulting from such refusal, cancellation, or denial

• Hawaiian Airlines reserves the right to remove any customer who has purchased a Preferred Seat for inappropriate behavior, including, but not limited to, conduct that is disruptive, abusive or violent.

Extra Comfort Terms & Conditions

• Extra Comfort seating are only available on flights operated by Hawaiian Airlines using an A330 and A321 aircrafts. Extra Comfort Seats will not be available on codeshare flights.

• Extra Comfort seats will be available for sale 330 days prior to departure online at www.HawaiianAirlines.com or upon check-in within 24 hours of departure online, at the airport self-service kiosk, or with an airport customer service agent. The number of Extra Comfort seats available for advance sale prior to check-in is limited.

• Extra Comfort features differ according to flight destination.

• Extra Comfort Seats are sold and purchased per passenger per flight and are limited and subject to availability.

• Prices, offers, rules, and benefits are subject to change.

• Extra Comfort Seats are non-transferable and are only valid for the flight purchased. Specific seat assignments are not guaranteed.

• Extra Comfort Seat purchases are final and are not subject to increases or decreases should the Extra Comfort Seat rate change.

• Extra Comfort Seat purchases are non-refundable.

• Customers who have purchased an Extra Comfort Seat and voluntarily make changes to their reservation or seat are not eligible for a refund. However, if an Extra Comfort Seat is available on the new flight, the customer may secure the Extra Comfort Seat using the original form of payment.

• Customers who have purchased an Extra Comfort Seat and elect to change to a non-Extra Comfort Seat on the same flight will not be entitled to a refund of the original Extra Comfort Seat purchase.

• Customers who have purchased an Extra Comfort Seat that are impacted by a Hawaiian Airlines initiated flight and seat change, equipment change, routing change, or flight cancellation are eligible for a refund if Hawaiian Airlines is unable to accommodate the customer in another Extra Comfort Seat. The refund will be initiated by Hawaiian Airlines on the customer’s behalf.

• When an Extra Comfort Seat is added to the reservation after ticketing and payment is not collected, the Extra Comfort Seat will be cancelled.

• Customers seated in the bulkhead row may be reassigned to accommodate passengers with disabilities.

• Customers seated in an exit row must meet the FAA requirements including: Must be willing and able to assist; Must be 15 years of age or older; Adults must not be responsible for children under the age of 15; Must speak English and be able to comprehend the instructions to operate the emergency exit.

• Hawaiian Airlines reserves the right to move any customer who has purchased an Extra Comfort Seat or from any seat for operational or security reasons. This includes customers who do not meet exit row eligibility requirements. The customer may request a refund of the Extra Comfort Seat from a customer service agent at the airport.

• Extra Comfort seats may be purchased up to one (1) hour prior to departure.

• Extra Comfort seats are subject to Hawaiian Airlines minimum check-in times. Extra Comfort seats are subject to cancellation unless you have checked in (obtained a boarding pass) at least 60 minutes before scheduled departure for international flights or at least 45 minutes before scheduled departure for flights between Hawaii and the Continental U.S. You must be present at the departure gate and ready to board at least 30 minutes prior to scheduled departure time to retain your reservations and Extra Comfort seat.

• Hawaiian Airlines expressly reserves the right in its absolute discretion to discontinue Extra Comfort Seats at any time or to refuse to sell an Extra Comfort Seat to any specific passenger, or if sold, to cancel an Extra Comfort Seat and refund the purchased price. Hawaiian Airlines will not be liable for any loss or damage suffered by a purchaser resulting from such refusal, cancellation, or denial.

• Hawaiian Airlines reserves the right to remove any customer who has purchased an Extra Comfort Seat for inappropriate behavior, including, but not limited to, conduct that is disruptive, abusive or violent.

*Elite passengers are Hawaiian Airlines Pualani Platinum and Pualani Gold members. 

Rule 24: Refunds

1. INVOLUNTARY REFUNDS. We will refund you as follows when (i) you refuse, or we refuse to allow you, to travel for reasons relating to Rule 12: Acceptance of Children and Infants, Rule 13: Refusal to Transport and Rule 21: Flight Delays, Changes, Cancellations, and Aircraft Changes, (ii) you surrender the unused portion of your Ticket to us, and (iii) the reason for you not traveling is through no fault of your own.

   1. Involuntary Refund Ticket is Unused. If no portion of your Ticket has been used, you are entitled to a refund of an amount equal to the fare and charges applicable to the original Ticket issued to you.

   2. Involuntary Refund Ticket Partially Used. If a portion of your Ticket has been used, you are entitled to a refund of an amount equal to the difference between (i) the fare and charges applicable to the original issued Ticket and (ii) the fare and charges applicable to the used portion of the Ticket. EXCEPTION 1: We will not provide a refund as follows:

When the destination designated

on the guest’s ticket is:

and the flight on which the guest

is being transported terminates at

SFO

OAK

OAK

SFO

SFO

SJC

SJC

SFO

1. 3. 
      EXCEPTION 2. We will not accept for refund any guest Tickets or related transportation documents issued by any carrier which is in substantial default of its interline obligations.

2. VOLUNTARY REFUNDS – REFUNDABLE TICKETS

   1. General Rule. For Tickets eligible for refund, upon your surrender of the unused or voided portion of a Ticket, we will refund you in accordance with the following terms and conditions:

      1. Hawaiian Issued Tickets Only. Ticket must have been issued on Hawaiian Ticket Stock. The term “Hawaiian Ticket Stock” means Tickets which are identified with Hawaiian’s carrier code (173) as part of the Ticket serial number.

      2. Amount of Refund.

         1. Ticket Not Used. If no portion of the Ticket has been used, the refund will be an amount equal to the fare and charges applicable to the original Ticket issued to you.

         2. Ticket Partially Used. If a portion of the Ticket has been used, the refund will be an amount equal to the difference between (i) the fare and charges applicable to the original issued Ticket and (ii) the fare and charges applicable to the used portion of the Ticket.

      3. Time Limit for Refunds. No refunds for any Tickets surrendered to us after 12 months of the original issue date of the Ticket.

      4. Service Fees. Unless (i) you elect to accept a refund in the form of a travel credit valid for one year from the date of issue or (ii) the ticketed fare states otherwise in its terms and conditions, you will be assessed the following service fee on any refunded Ticket as follows:

         1. If the refunded Ticket was for travel wholly within the State of Hawaii: $25.00.

         2. If the refunded Ticket was for travel wholly within the Continental USA: $100.00.

         3. If the refunded Ticket was for travel between the State of Hawaii and the Continental USA: $100.00.

      5. NOTE: No service fees will be withheld from any refunded Military and government fares.

      6. Time to Issue Refunds. Upon meeting the above requirements, we will issue refunds for eligible Tickets within seven (7) business days for credit card purchases and twenty (20) business days for purchases made with cash, check, or other forms of payment.

   2. Person to Whom Refund is Made. We will make a refund in accordance with this Rule 24 to the purchaser of the Ticket except for purchases as made as follows:

      1. Under a Universal Air Travel Plan: The refund will be made to the subscriber against whose account the Ticket was charged.

      2. Against a Transportation Request, issued by a government agency, other than a U.S. Government Agency: The refund will be made to the government agency, which issued the Transportation Request.

      3. Against a U.S. Government Transportation Request: The refund will be made to the U.S. Government Agency which issued the U.S. Government Transportation Request with a check payable to the “Treasurer of the United States.”

      4. Tickets issued against a credit card: The refund will be made to the account of the person to whom such credit card has been issued.

   3. Exception. Notwithstanding the provisions of this Rule 24, we will not accept for any purposes under this rule, any Tickets or related transportation documents issued by any other carrier that is in substantial default of its interline obligations.

3. OTHER REFUNDS

   1. Change in Paid-For Class of Service. If you paid for an Extra Comfort seat and you are moved to an Economy Seat, we will refund the Extra Comfort fee you paid. If you paid for a first-class upgrade and were downgraded, we will refund you the first-class upgrade fee you paid. If you paid for a first-class seat and were downgraded, we will refund you the difference between the fare you paid and the applicable economy fare if there is a fare difference.

Cancel your reservation

Unable to travel due to COVID-19 concerns?

If you decide to cancel your trip, the unused value of your ticket can be applied towards the purchase of a new ticket when you decide to rebook. Some reservations can be canceled online and eligibility is determined by our waivers and policies. Please see our Online Ticket Changes page for more information and online cancellation instructions.

For reservations that cannot be canceled online, please call our Reservations Department. To make changes to your reservation, please click here.

Please see our Fare Rules and List of All Fees for more information.