Rule 24: Refunds | Hawaiian Airlines (2024)

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Rule 24: Refunds

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Full Text
Rule 1: Definitions
Rule 2: General Provisions
Rule 3: Reservations and Ticketing
Rule 4: Cancellation of Reservations
Rule 5: Tickets and Flight Coupons
Rule 6: Fares
Rule 7: Check Acceptance
Rule 8: Guests with Disabilities and Breathing Devices
Rule 9: Wheelchairs and Other Assistive Devices
Rule 10: Service Animals
Rule 11: Screening of Guests and Baggage
Rule 12: Acceptance of Children and Infants
Rule 13: Refusal to Transport
Rule 14: No-Smoking Policy
Rule 15: Codeshare Flights
Rule 16: Interline Transportation
Rule 17: Carry-On Baggage
Rule 18: Checked Baggage
Rule 19: Acceptance of Dogs, Cats, and Household Birds for Travel
Rule 20: Liability and Claims
Rule 21: Flight Delays, Changes, Cancellations, and Aircraft Changes
Rule 22: Denied Boarding and Compensation Due to Oversales
Rule 23: Rerouting
Rule 24: Refunds
Rule 25: Customer Relations

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
  
  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.
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.
    NOTE: No service fees will be withheld from any refunded Military and government fares.
  5. 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.
  5. Tickets issued via cash payment: When cash is the acceptable form of payment by Hawaiian, the ticket will be refunded by a check payment or ACH bank transfer to whom delivered such cash payment.
  6. Tickets purchased through a travel agency or as part of a travel package: If a refund is authorized, the travel agency that issued the tickets will process the applicable refund to the ticketed customer.
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.
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.

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