HONOLULU -- Hawaiian Airlines apologized Wednesday to a California woman after trying to charge her a cancellation fee for an airline trip to Hawaii.
The woman said she had planned to take her mother to the Big Island, but her mother died unexpectedly months before the planned trip.
KITV's Keoki Kerr reported that the Los Angeles Times first reported the story in Wednesday's edition of the newspaper, and Hawaiian Airlines told KITV Wednesday afternoon that it made a mistake in not refunding the woman all her money.
Jane Wilkens bought first-class Hawaiian Airlines tickets for her mom and one of her mom's friends to travel from California to Kona so they could stay at the Hilton Waikoloa on the Big Island.
She made the purchase in August for a trip to Kona next April. But in September, her mother unexpectedly died from a blood clot, several days after back surgery.
When she canceled the reservations, Hawaiian Airlines said it would charge her $75 per seat for a total of $225 as a processing fee.
"I just thought it was wrong. Like I told them, it was an unimaginable event, and I was just shocked that they wouldn't refund the money," Wilkens said.
Wilkens said she complained to Hawaiian Air several times about the cancellation fee, noting that another airline and the Hilton Waikoloa canceled reservations with no fees.
"I could also understand if the ticket was for next month or next week, but the fact that it's seven months away -- they're certainly going to sell the tickets, so filling the seats up is not in question," Wilkens said.
At first, Hawaiian Airlines defended the fees, but after the Los Angeles Times published the story Wednesday morning, the airline apologized to Wilkens and let her know a full refund is on the way. More here:
The woman said she had planned to take her mother to the Big Island, but her mother died unexpectedly months before the planned trip.
KITV's Keoki Kerr reported that the Los Angeles Times first reported the story in Wednesday's edition of the newspaper, and Hawaiian Airlines told KITV Wednesday afternoon that it made a mistake in not refunding the woman all her money.
Jane Wilkens bought first-class Hawaiian Airlines tickets for her mom and one of her mom's friends to travel from California to Kona so they could stay at the Hilton Waikoloa on the Big Island.
She made the purchase in August for a trip to Kona next April. But in September, her mother unexpectedly died from a blood clot, several days after back surgery.
When she canceled the reservations, Hawaiian Airlines said it would charge her $75 per seat for a total of $225 as a processing fee.
"I just thought it was wrong. Like I told them, it was an unimaginable event, and I was just shocked that they wouldn't refund the money," Wilkens said.
Wilkens said she complained to Hawaiian Air several times about the cancellation fee, noting that another airline and the Hilton Waikoloa canceled reservations with no fees.
"I could also understand if the ticket was for next month or next week, but the fact that it's seven months away -- they're certainly going to sell the tickets, so filling the seats up is not in question," Wilkens said.
At first, Hawaiian Airlines defended the fees, but after the Los Angeles Times published the story Wednesday morning, the airline apologized to Wilkens and let her know a full refund is on the way. More here:
Yes -- after getting caught, they apologize. Will anything else happen to them? For lying and cheating and attempting to steal? What should happen?
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