Posted by Disappointed customers
On 6/04/2015 we flew from San Diego to Honolulu, bound for Maui. We sat on the tarmac in Honolulu for approximately 30 minutes due to an airplane in our unloading dock. The captain informed the passengers that he wasn't sure how long it would be shortly after landing and did not say anything after his first notice. We had another flight to catch and would have had an 80 minute layover if we didn't have the delay. I understand that there is always the possibility of a delay, but the captain could have informed the passengers who were catching another plane that the baggage may not make it to interisland flights that were in the process of loading passengers and taking off. We got to Maui at approximately 1500, waited for our luggage for 30 minutes then went to a customer window, told them what happened and were told that the luggage would be on an 18:30 flight arriving in Maui. We got our rental car, drove around until 1830, returned to the Maui airport, checked in with customer service and were told that they were not sure where our luggage was. We filled out a baggage irregularity report and were told that someone would be bringing our luggage to our room as soon as it arrived. It's now approximately 1845. We checked into our condo and waited, called three or four time to 808-891-8405 asking if our luggage had arrived. The customer service woman "Lana" was very helpful and expressed her concern. She called us at approximately 2100 informing us that she found our luggage at a town car would be dropping it off. We finally got our luggage around 2300. We missed our wedding rehearsal dinner; my wife unfortunately had her medications in that piece of luggage and needed it badly. We have flown Hawaiian airlines for years and have always been more than satisfied. This was a terrible experience that could have had less stress if the captain would have given passengers some kind of information regarding the luggage possibly being delayed, what to do if it wasn't on the luggage carousel. The airport could have informed passengers that were missing their luggage of what to do. There were several things that could have been done to inform passengers, reduce stress levels and could have been much more customer friendly.
