Hawaiian Airlines ‘sorry’ for reservations glitch that charged customers thousands
Hawaiian Airlines has apologized for a systems glitch which charged dozens of customers huge amounts in error.
The airline is ‘deeply sorry’ after 85 customers were hit with erroneous charges ranging from $17,500 to $674,000.
Ironically the customers were trying to book free flights using miles.
Instead of debiting their miles, the system charged the customers in dollars.
"It’s a huge mess … I know one person who was charged $200,000," said Hawaiian customer Chad Rencher.
Hawaiian said the the glitch occurred in its reservation system a week ago and is in the process of reimbursing customers.
"We are contacting each of those customers who experienced an overcharge and will, obviously, make them whole," the company said.
One woman said she was charged more than $150,000, despite having a $10,000 limit on her HawaiianMiles credit card.
But that wasn’t the extent of the problem.
A further 1,300 tickets were issued to HawaiianMiles customers which didn’t in fact debit any miles.
The airline later cancelled these bookings and refunded any taxes and fees paid, however that left customers on the hook for non-refundable hotel bookings and other expenses.
The airline has promised to credit these customers with 10,000 HawaiianMiles.
TravelMole Editorial Team
Editor for TravelMole North America and Asia pacific regions. Ray is a highly experienced (15+ years) skilled journalist and editor predominantly in travel, hospitality and lifestyle working with a huge number of major market-leading brands. He has also cover in-depth news, interviews and features in general business, finance, tech and geopolitical issues for a select few major news outlets and publishers.
Vegas’s Billion-Dollar Secrets – What They Don’t Want Tourists to Know
Visit Florida’s New CEO Bryan Griffin Shares His Vision for State Tourism with Graham
Chicago’s Tourism Renaissance: Graham Interviews Kristin Reynolds of Choose Chicago
Graham Talks with Cassandra McCauley of MMGY NextFactor About the Latest Industry Research
Destination International’s Andreas Weissenborn: Research, Advocacy, and Destination Impact
Graham and Don Welsh Discuss the Success of Destinations International’s Annual Conference
Graham and CEO Andre Kiwitz on Ventura Travel’s UK Move and Recruitment for the Role
Brett Laiken and Graham Discuss Florida’s Tourism Momentum and Global Appeal
Graham and Elliot Ferguson on Positioning DC as a Cultural and Inclusive Global Destination
Graham Talks to Fraser Last About His England-to-Ireland Trek for Mental Health Awareness
Kathy Nelson Tells Graham About the Honour of Hosting the World Cup and Kansas City’s Future
Graham McKenzie on Sir Richie Richardson’s Dual Passion for Golf and His Homeland, Antigua
ADS PRO 
Airlines suspend Madagascar services following unrest and army revolt
Qatar Airways offers flexible payment options for European travellers
TAP Air Portugal to operate 29 flights due to strike on December 11
Air Mauritius reduces frequencies to Europe and Asia for the holiday season
Airbnb eyes a loyalty program but details remain under wraps