Hawaiian Airlines Booking and Ticketing Policy
Effective: October 12, 2012
Last modified: January 27, 2016

This policy provides guidelines and procedures for every Travel Service Provider (TSP) booking and/or ticketing air transportation on Hawaiian. It also serves as a supplement to all Authorizing Agreements between Hawaiian and any TSP acting on behalf of Hawaiian. Every TSP has the responsibility to ensure all of its employees and contractors comply with this policy and any updates to it.

Additional terms and conditions are also contained in Hawaiian's fare rules/tariffs and in our Contract of Carriage. All booking and ticketing activity must follow the fare rules/tariffs, the Contract of Carriage, this policy and any Authorizing Agreement. If there is a conflict between these documents, priority is in the order in which they are listed in this paragraph.

Hawaiian reserves the right to amend this policy at any time with or without advance notice.

With this policy, Hawaiian strives to ensure all our travel partners have fair access to our product.

  1. Definitions
    1.1.   Authorizing Agreement(s) - The applicable agreement(s) setting forth the terms of the relationship(s) between Hawaiian and the Travel Service Provider and under which the Travel Service Provider is authorized to act as an agent for the sale of Hawaiian’s services or to perform services to the benefit of Hawaiian.

    1.2.   Travel Service Provider (TSP) - Any travel agency, accredited subscriber, non-accredited subscriber, GDS user, and any other person or entity accessing Hawaiian's internal reservation system content or acting as a sales intermediary between ticket purchasers and Hawaiian via the Internet or any other electronic means.
  2. Administrative Bookings
    Auxiliary segments or non-billable status codes must be used to produce invoices and itineraries and for any other administrative or accounting purposes.
  3. Cancellations
    If a customer cancels his or her reservation with a TSP, that TSP must immediately cancel the reservation and release Hawaiian’s inventory. Otherwise, it may result in a no-show for which the TSP will be responsible. Any costs incurred by Hawaiian for such activity may be charged back to the responsible TSP.
  4. Churning
    Repeated cancellation and rebooking is not permitted for any reason. Any costs incurred by Hawaiian for such activity may be charged back to the responsible TSP.
  5. Cross Border Ticketing
    Hawaiian's unique commission structure differs by country, and it is prohibited to circumvent those policies using any type of cross border ticketing method. These methods include commission sharing, referral agreements, electronic transfer of PNRs, and unauthorized use of branch offices or satellite ticket printers. Hawaiian may recall any such inappropriately claimed commission and may terminate the appointment of any TSP engaging in this practice.
  6. Cross TSP Ticketing
    A TSP permitted by Hawaiian to book and/or ticket Hawaiian space under terms unique to that TSP cannot authorize booking or ticketing under those terms by another TSP without Hawaiian’s approval.
  7. Duplicate Bookings
    Duplicate bookings are not permitted.
  8. Fares, Surcharges, Taxes and Fees
    All rules of the applicable fare apply. Fares, surcharges, taxes and fees must be accurately collected and reported. This includes those fees, taxes and charges imposed by any government relevant to the customer's travel.
  9. Fictitious Names
    Fictitious names are not permitted.
  10. Inactive Segments
    Inactive segments must be removed from the PNR at least 24 hours prior to flight departure.
  11. Interline Ticketing
    Only airlines with which Hawaiian has a current interline ticketing agreement may be included on tickets validated HA 173. Further, for electronic ticketing, HA and all marketing and operating airlines on HA 173 tickets must have a current interline electronic ticketing arrangement in place.
  12. Married Segments and Journey Controls
    Hawaiian availability for travel requiring multiple connecting segments may be based on married segment and/or journey control logic, thereby creating a different level of availability than if the segments were sold separately. Separating such segments or circumventing such logic is not allowed under any circumstances.
  13. Name Changes
    Name changes after ticketing are permitted only to correct misspelling.
  14. Queues
    All queues must be worked promptly.
  15. Rebooking for Schedule Changes, Irregular Operations and Oversales
    Rebooking and ticket reissue made necessary by schedule changes, irregular operations or oversales are permitted only with Hawaiian approval.
  16. Redistribution
    Unless otherwise approved in writing by Hawaiian, a TSP cannot redistribute, share or in any other manner make any of Hawaiian’s content available to any GDS, online travel agency, other travel agencies, metasearch and search engine sites, digital assets, or unsuitable/inappropriate web pages such as affiliate pages and domain parked pages. Further, unless otherwise approved in writing by Hawaiian, a TSP cannot accept Hawaiian’s content from any such entity noted herein, and a TSP cannot allow such entities to link to the TSP for Hawaiian’s content.
  17. Secure Flight Passenger Data (SFPD)
    TSA SFPD is required for each customer and each segment, and all data must be accurate. Further, it is the responsibility of the TSP to ensure the PNR satisfies TSA and all other applicable governmental requirements. See www.tsa.gov for TSA requirements. Hawaiian reserves the right to cancel any reservation not containing SFPD at least 72 hours prior to departure. PNRs created within 72 hours must include SFPD when the PNR is initially booked.
  18. Separate Tickets and Minimum Connection Times
    When connecting travel involves separate tickets, failure to adhere to the published minimum connection time will result in bags not being checked through to the final destination. Hawaiian strongly suggests that each TSP recommends to our mutual customers connection times greater than published minimum connection times whenever separate tickets are used. DOT baggage regulations govern which carrier’s baggage allowances/charges apply to an itinerary on a single ticket basis. TSP should be aware that travel issued on separate tickets may result in the application of multiple carriers’ baggage allowance and charges, and TSP should be sure to inform customers in such instances.
  19. Speculative Bookings
    Holding Hawaiian inventory through speculative bookings is not allowed for any reason.
  20. Ticket Time Limit
    All bookings are subject to the applicable ticket time limit and may be cancelled by Hawaiian if the ticket is not issued within the described time.
  21. Ticketing Without Hawaiian Space
    HA 173 tickets cannot be issued unless flights that are both operated and marketed as Hawaiian are included, with the exception of flights marketed by Hawaiian and operated by the following partners on certain local market codeshare routes:
    • Korean (KE)
    • All Nippon (NH)
  22. Trademark and Keyword Usage
    TSPs are subject to Hawaiian’s Trademark and Keyword Usage Policy, incorporated by reference and available here: HawaiianAirlines.com/Trademark
  23. Training and Testing
    Creation of PNRs for training or testing purposes must be conducted in the GDS training mode. Hawaiian may recover any associated costs if live system sales are made of Hawaiian segments.
  24. Prohibited Practices
    In addition to other prohibited practices, Hawaiian does not allow the following:
    24.1.  Past date ticketing.
    24.2.  Hidden cities/points beyond ticketing.
    24.3.  Ticketing of flight segments showing UC, UN or any status code not reflecting a confirmed status.
    24.4.  Waitlisting.
    24.5.  Any conduct meant to give the TSP unfair access to Hawaiian bookings and/or meant to circumvent Hawaiian booking procedures (i.e. robots to circumvent limited pricing availability, multiple simultaneous internet sessions to override restrictions on group bookings, etc.).
  25. Cost Recovery and Fee Assessment
    In addition to other available legal or equitable remedies, Hawaiian may assess a cost recovery and/or an administrative fee for any violation of this policy statement. These charges may apply regardless of ticket issuance or validating carrier.
  26. Termination of Appointment
    Hawaiian reserves the right to terminate the appointment of a TSP for any reason, including but not limited to any violation of this policy statement.
  27. Enforcement of Policy
    Hawaiian may, at its discretion, take any and all appropriate legal action, including but not limited to those listed above, to enforce compliance with the provisions of this policy and to seek costs and expenses incurred by Hawaiian.