Hawaiian Airlines’ cancellation policy is designed to balance flexibility with fare-specific restrictions, incorporating U.S. Department of Transportation (DOT) regulations and recent policy updates following its acquisition by Alaska Airlines in September 2024. Below is a concise overview based on the latest information from Hawaiian Airlines’ official website and other reliable sources:
Within 24 Hours of Booking: You can cancel any Hawaiian Airlines flight within 24 hours of booking for a full refund to the original payment method without fees, provided the flight departs at least 7 days later (168 hours from booking). This applies to all fare types, including non-refundable Main Cabin Basic and HawaiianMiles award tickets, and aligns with DOT rules for U.S. bookings. Cancellations must be made through Hawaiian Airlines’ website (hawaiianairlines.com), the mobile app, or Reservations Department (+1-877-240-6770).
After 24 Hours:
- Refundable Tickets (Main Cabin, First Class, Business Class): Fully refundable before departure with a service fee: $25 for flights within Hawaii, $100 for flights to/from the continental U.S. or international destinations. Refunds are processed to the original payment method, or you can opt for a travel credit valid for 1 year from issuance to avoid the fee.
- Non-Refundable Tickets (e.g., Main Cabin Basic): No cash refunds are available after the 24-hour window. Cancellations result in a travel credit for the ticket’s value (minus any fare difference if rebooked), valid for 1 year from the original purchase date for wholly unused tickets or from the initial travel date for partially used tickets. No refunds or credits are issued for no-shows.
- No-Show Policy (Effective May 15, 2025): If you fail to cancel or board a flight without notifying Hawaiian Airlines before departure, the entire reservation, including layover and return flights, is cancelled, and the ticket value (money or miles) is forfeited for non-refundable fares. This policy, aligned with Alaska Airlines post-acquisition, applies to all U.S.-purchased non-refundable tickets, with no exceptions for HawaiianMiles or Mileage Plan Elite members. To avoid forfeiture, contact Reservations (+1-877-240-6770) to adjust your booking.
- Cancellation Fees: No cancellation fees apply for changes or cancellations (except service fees for refundable tickets), but fare differences may be charged if the new flight’s fare is higher. No refunds or credits are provided if the new fare is lower than the original.
Airline-Cancelled Flights or Significant Changes: If Hawaiian Airlines cancels your flight or delays it significantly (3+ hours for domestic, 6+ hours for international), you’re entitled to:
- A full refund to the original payment method within 7 days for credit cards or 20 days for cash/check, including ancillary fees (e.g., baggage, seat selection), regardless of fare type.
- Rebooking on the next available Hawaiian Airlines flight or a partner airline (e.g., same cabin) at no extra cost. If the delay/cancellation is within Hawaiian’s control (e.g., maintenance, staffing) and exceeds 3 hours, you can request a travel voucher (minimum $50, valid for 1 year) or meal vouchers. For overnight delays (10:00 p.m.–6:00 a.m.) in a non-resident city, complimentary hotel accommodations and transportation are provided, or reasonable expenses are reimbursed with receipts.
- Compensation under EU/UK Regulation 261/2004 for EU/UK departures, if cancelled with less than 14 days’ notice and not due to extraordinary circumstances (e.g., weather, strikes). Compensation ranges from €250–€600 based on flight distance, reduced by 50% if rebooked with minimal delay.
- Per U.S. DOT rules (April 2024), automatic refunds are required for cancellations or significant delays if you decline rebooking or travel credits.
Special Circumstances:
- Medical Emergencies or Death: Refunds or fee waivers may be granted for serious illness or death of a passenger or close family member, with documentation (e.g., medical or death certificate). Submit via the refund form or contact Reservations.
- Travel Advisories: For disruptions like weather, volcanoes, or government restrictions, Hawaiian Airlines offers rebooking or full refunds, but no compensation for events outside their control (e.g., Force Majeure).
- HawaiianMiles Award Tickets: Cancellations within 24 hours are fully refundable (miles and taxes). After 24 hours, miles are redeposited with a potential fee (not specified), and taxes may be refunded. No refunds for no-shows.
How to Cancel:
- By Phone: Call +1-877-240-6770 (U.S./Canada) or regional numbers. Provide your booking reference and ticket number (starting with 173).
- At Airport: Visit a Hawaiian Airlines ticket counter or kiosk with booking details.
- Through a Travel Agent: Contact the agent directly, as third-party bookings (e.g., Expedia) may not be cancellable online and are subject to the agent’s policies.
- Confirmation: A cancellation confirmation is sent via email or SMS to your registered contact details.
Refund Process:
- Refunds for eligible cancellations are processed to the original payment method within 7–10 business days for credit cards, longer for cash/check. Travel credits (for non-refundable tickets) are valid for 1 year, non-transferable, and can be used for up to three vouchers per passenger on a single booking. Credits cannot cover ancillary fees (e.g., baggage, seats).
- Submit refund requests via the online refund form on hawaiianairlines.com or through Reservations. Documentation is required for special circumstances.
- Unused tickets are valid for 1 year from purchase; partially used tickets are valid for 1 year from initial travel. No refunds are issued after 12 months from the original issue date.
- Note: Some passengers report receiving credits instead of cash refunds for refundable tickets, requiring a call to Reservations to clarify.
Additional Notes:
- Fare Types: Main Cabin Basic is non-refundable and restrictive. Main Cabin, First Class, and Business Class offer refundable options with fees. Check fare rules at booking, as no refunds or credits are provided if the new fare is lower.
- Passenger Rights: U.S. DOT rules ensure refunds for airline cancellations, while EU/UK EC 261 applies to EU/UK departures. Canada’s APPR may apply for Canadian routes.
- Travel Insurance: Recommended for flexibility, as non-refunded able fares offer limited options. Some credit cards (e.g., The Platinum Card from American Express) provide trip cancellation coverage up to $10,000 per trip.
- Fare Hold: Available for Main Cabin flights booked on hawaiianairlines.com, non-refunded able, and not applicable to codeshare flights, miles bookings, or First/Business Class. Cancellations of held reservations result in no refund of the Fare Hold fee.
- Codeshare Flights: For codeshare flights (e.g., with partner airlines), the operating airline’s rules may apply. Contact Hawaiian Airlines for clarification.
