Hawaiian Airlines Glitch Sees Pax Charged Up To $674,000

Bruce Parkinson, Open Jaw

Could your credit card handle a $674,000 charge? Mine neither.

But that’s what happened to some Hawaiian Airlines pax, who tried to book free flights using miles, but were charged dollar-for-dollar instead.

The airline says it is 'deeply sorry' after 85 customers were hit with erroneous charges ranging from $17,500 to $674,000.

While the customers tried 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 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.

Bruce Parkinson

Bruce Parkinson Editor-in-Chief

An observer and analyst of the Canadian and international travel industries for over 25 years, Bruce uses the pre-dawn hours to prepare a daily news and information package to keep industry members up to date.



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