Rule 21: Flight Delays, Changes, Cancellations, and Aircraft Changes (2024)

1. Applicability. The provisions of this Rule 21, other than for Section (G) below, applies to you only if you have a Ticket and a confirmed reserved space on one of our flights and there is a flight delay, flight change, flight diversion, or flight cancellation. If you are a standby guest, your rights are governed by Section (G) of this Rule 21.
2. Notification. We will promptly notify you of any delay, change, diversion, or cancellation of your confirmed reserved space as soon as reasonably possible after it is confirmed. However, we not liable for any misstatements or other errors or omissions in connection with providing that information.
3. Schedules are Subject to Change Without Notice. Any times shown on Tickets, timetables, published schedules or elsewhere, as well as any aircraft type and similar details reflected on any Tickets or in any of our flight schedules are not guaranteed and are not a part of this contract. We may (i) substitute alternate carriers or aircraft, (ii) delay or cancel flights, and (iii) alter or omit stopping places or connections shown on the Ticket at any time.
4. Liability. Except to the extent provided in this Rule 21, we are not liable for failing to operate any flight according to schedule, or for any change in flight schedule, with or without notice to you.

1. Connecting Carrier(s) means the carrier or combination of carriers on whose flight(s) you originally held or hold confirmed reserved space from a Connecting Point to a destination, next stopover or Connecting Point.
2. Connecting Point means a point to which on one Ticket you hold or held confirmed reserved space on one carrier, and out of which you hold or held confirmed reserved space on the same or another carrier. All airports through which a city is served by any carrier will be deemed to be a single Connecting Point when the receiving carrier has confirmed reservations from the delivering carrier.
3. Delivering Carrier means the carrier on whose flight you hold or held confirmed reserved space to a Connecting Point.
4. Force Majeure Event means any of the following situations:
   1. Any condition beyond our control including, but not limited to meteorological or geological conditions, acts of God, riots, terrorist activities, civil commotions, embargoes, wars, hostilities, disturbances, or unsettled international conditions, either actual, anticipated, threatened, or reported, or any delay, demand, circ*mstances, or requirement due directly or indirectly to such condition.
   2. Any strike, work stoppage, slowdown, lockout, or any other labor-related dispute involving or affecting Hawaiian’s services.
   3. Any Government Law, demand, or requirement.
   4. Any shortage of labor, fuel, or facilities of Hawaiian or others.
   5. Damage to our Aircraft or equipment caused by another party.
   6. Any emergency requiring immediate care or protection for a person or property.
   7. Any event not reasonably foreseen, anticipated, or predicted by Hawaiian.
5. Misconnection occurs at a Connecting Point when as part of a single Ticket for confirmed reserved space, the Delivering Carrier was unable to deliver you to the Connecting Point in time to connect with the Connecting Carrier.

   NOTE: The same rules apply at any subsequent point(s) of Misconnection as apply at the point of the original Misconnection.

6. Irregular Operations means any of the following irregularities:
   1. Delay in scheduled departure or arrival of a carrier’s flight resulting in a Misconnection;
   2. Flight or service cancellation, omission of a scheduled stop, or any other delay or interruption in the scheduled operation of a carrier’s flight;
   3. Substitution of an aircraft type that provides a different class of service;
   4. Schedule changes which result in your reroute at the departure time of the original flight; or
   5. Cancellation of a reservation pursuant to Rule 4: Cancellation of Reservations.

1. Liability. Except as provided by law, we are not liable for any Irregular Operations.
2. Delay, Misconnection or Cancellation. When your Ticket is affected by any delay, Misconnection or cancellation caused by Hawaiian, we will take one the following actions:
   1. we will transport you, subject to availability and without stopover, to your destination, next stopover point, or transfer point shown on our portion of your Ticket, in the same class of service, at no additional cost to you;
   2. in our sole discretion, we may arrange for you to travel on another carrier; or
   3. we will refund you in accordance with Rule 24: Refunds.

NOTE: A cancellation caused by Hawaiian means (i) that a particular flight number for which you have a ticketed reservation is removed from our schedule or will not operate on one or more dates and (ii) we are unable to confirm you on an alternate flight(s) scheduled to depart within two hours before or after your originally scheduled departure time and arrive within two hours before or after your originally scheduled arrival time.  In this event, the receipt of a refund in lieu of travel credit is in your sole discretion if you refuse to be rebooked on another flight.

NOTE: If we are unable to transport you in the same class of service as provided in Section (C)(2)(A) of this Rule 21, we will provide a refund of the difference in fare. See Rule 24(C)(1).

NOTE: In the event you miss a flight on a Connecting Carrier on which space is reserved because the Delivering Carrier did not operate its flight as scheduled due to Irregular Operations or cancellation of its flight, the Delivering Carrier is responsible to arrange for your carriage or to make a refund.

1. Hotel Rooms. If (i) the delay is expected to exceed 3 hours and extend into the period 10:00 pm through 6:00 am, and (ii) no scheduled alternate transportation is available to your destination or stopover point, we will provide one-night’s lodging at an accommodation we select, provided, however, that we will not provide lodging for you if you reside in the city where the delay occurs.
2. Meals. We will provide you with one meal voucher if the delay will extend beyond three (3) hours. No alcoholic beverages will be provided to any guests.
3. Ground Transportation. When lodging is provided to you in accordance with Section (E)(1) above of this Rule 21 and ground transportation is not furnished by the hotel, then, if available, we will provide ground transportation to the place of lodging or reimburse you for reasonable transportation expenses when accompanied by a receipt. Where ground transportation has been offered but not accepted by you for whatever reason, we are not liable to reimburse you for expenses relating to alternative ground transportation secured by you.
4. Alternatively. We may provide you a with a travel credit in lieu of any of the above. Your acceptance of a travel credit indicates your waiver of any of the above amenities. Travel credit (i) will be valid for travel only on Hawaiian within 365 days of the date of issue, (ii) will apply only to online transportation via Hawaiian, (iii) may not be endorsed to or accepted by any other carrier, and (iv) is not refundable, nor saleable, transferable, or assignable by you.
5. Exceptions.
   1. Force Majeure Event or Weather. The provision of the above amenities does not apply when a flight is delayed because of a Force Majeure Event or because of weather conditions, unless:
      1. You are deplaned by us at a point other than your Connecting Point, destination, or point of origin;
      2. Your onward transportation on us is delayed or cancelled at a Connecting Point intermediate to your destination; or
      3. In our sole discretion, we believe that special circ*mstances require the provision of such amenities (e.g. for unaccompanied children, elderly persons, invalids, and incapacitated and/or ill guests, and qualified individuals with a disability, to maintain the safety, health and welfare of such guests).
   2. You Accept the Delay Risk. We will not provide any of the above amenities, when a Hawaiian flight is delayed, cancelled, or diverted in a situation where you elected to fly after being informed prior to boarding that environmental conditions at the airport of destination will be such that, at the time of arrival of your flight, the airport may be closed, or that weather conditions may cause your flight to be diverted. If (i) you hold a confirmed reserved space and (ii) while at the airport, and after being informed of the above risk, you elect not to travel, we will provide you ground transportation from the airport, back to your residence or hotel only. No other amenities will be provided.

   NOTE: If you are at a Connecting Point and Hawaiian is the Connecting Carrier, we will provide you with the above amenities, whether (i) you elect to remain at the Connecting Point or (ii) you elect to travel and are landed at a point other than your final destination or stopover point.

1. Liability. Except to the extent provided in Section (G)(2) below of this Rule 21, we are not liable for failing to operate any flight according to schedule, or for any change in flight schedule, with or without notice to you.
2. Your Options. Whenever we fail to operate any flight according to schedule or change the schedule of any flight, we will, at your request, either:
   1. transport you on another of our flights on which space is available; or
   2. refund you an amount determined in accordance with Rule 24: Refunds upon surrender of the unused portion of your Ticket.