Schedule Change Policy & Procedures
Last updated: April 12, 2018

This policy provides guidelines and requirements for schedule changes more than 72 hours prior to departure affecting itineraries ticketed HA/173.

If HA is not the ticketing carrier, please see the policy of the ticketing carrier.

Carrier Definitions

The following definitions apply for use within this policy.

HA Mainline:
Flights operated by Hawaiian.
‘Ohana:
Flights managed by and marketed as Hawaiian, operated by Empire Airlines dba ‘Ohana by Hawaiian.
HA Codeshare:
Flights marketed as Hawaiian and operated by other airlines, excluding ‘Ohana.
Other Airline (OA):
Flights operated by carriers other than Hawaiian or ‘Ohana.

General

Schedule change is a planned adjustment to flight schedules made by either HA or OA.

This policy applies only to itineraries on HA/173 tickets, including schedule changes to HA Codeshare and OA flights ticketed HA/173.

For all schedule changes ticketed other than HA/173, the policy of the ticketing carrier applies.

Responsible Party and Timeline

Responsible party is the ticketing source, whether agency or HA, which will notify the guest and complete the transaction as described in Schedule Change Handling below.

Changes must be processed within 14 days of advice or prior to departure, whichever is earlier.

Schedule Change Handling

The carrier with revised schedule sends Advice of Schedule Change (ASC) showing the flight changes.

  • Reconcile the PNR by accepting changes and removing any old segments.
  • Ensure all connections are valid in the new itinerary per published minimum connect times between all flights.
  • If the new itinerary is acceptable, revalidate or reissue as applicable.
  • If changes are limited solely to time changes and/or equipment changes, it is not necessary to revalidate or reissue the ticket.
  • If the new itinerary is unacceptable and necessary changes are allowed as outlined here, see below for procedures.
  • If necessary changes are beyond those outlined here, call your local HA reservations number.

A single revalidation or single ticket reissue is permitted.

  • The first revalidation or reissue is allowed per this policy without additional collection, penalty or fee.
  • Any further or additional changes are subject to fare recalculation and any applicable fees or penalties.

Waiver Codes

Waiver codes are required only for changes beyond those permitted here, however the PNR or ticket must be marked as required below.

If further changes are required, call your local HA reservations number to secure a waiver code as deemed appropriate by HA.

Ticket Revalidation

Revalidation is allowed only when all the following apply and any changes made are within the terms of this policy:

  • All flights are HA Mainline and ‘Ohana only.
  • There is no change to the number of coupons.
  • There is no change to origin, destination or via point.
  • There are no cabin changes.
  • There are no RBD (booking class) changes.

Mark the PNR with this OSI and the affected flight and date:

  • OSI HA SKED CHG FLT/DATE

Ticket Reissue

Reissue as follows if the new itinerary does not qualify for revalidation and any changes made are within the terms of this policy:

  • Reissue all unused coupons as an even exchange without additional collection, fee or penalty.
  • Revise the Fare Calculation to reflect the new routing if there are any changes to via point, carrier, number of coupons or change to Alternate Airports as permitted below.
  • Maintain the same fare basis codes, fare amounts and taxes.
  • Mark the ticket Endorsement box with the affected flight/date:
    • HA SKED CHG FLT/DATE
    • Do not use the word INVOL or any of its variations.

Rerouting

Changes from nonstop to connection or from connection to nonstop, and changes to existing connect points are permitted.

Changes to origin or destination (except as noted in Alternate Airports below) are considered voluntary and require recalculation of the fare, taxes and any applicable fees.

Alternate Airports

Change between the following nearby airports is permitted, if new arrival at destination or new departure from origin is greater than 90 minutes earlier or later than the original time:

  • San Francisco Bay Area – OAK/SFO/SJC
  • Los Angeles Area – LAX/LGB
  • Maui – OGG/JHM
  • Tokyo – HND/NRT

Date Changes

Date changes are not permitted for these itineraries:

  • Travel wholly within Hawaii.
  • When the only flight or flights experiencing the actual schedule change is or are within Hawaii, regardless of inbound or outbound connecting flight.

Date changes up to the number of days stated before or after the original departure date are permitted for the following itineraries, if new arrival at destination or new departure from origin is greater than 90 minutes earlier or later than the original time:

  • Two days when the HA flight affected by the schedule change is between Hawaii and: Any point in North America, HND, KIX, NRT, SYD, or any other HA market served daily by HA.
  • Seven days when the HA flight affected by the schedule change is between Hawaii and: AKL, BNE, CTS, ICN, PEK, PPG, PPT, or any other international market not served daily by HA.
  • The above changes are permitted when the flight segment mentioned is subject to a schedule change itself or when a flight other than within Hawaii is changed, including HA, HA* and OA flights.
  • Any portion of the itinerary may be changed by the same number of days that the affected portion is changed.

Rebooking HA Mainline and ‘Ohana Flights

Maintain the same RBD (booking class) and marketing carrier. If not available, book the lowest available RBD in the same cabin.

If no seats are available in the same cabin, call your local HA reservations number.

Rebooking HA Codeshare Flights, Same Operating Carrier

Book the new HA Codeshare flight in the same RBD.

If the same RBD is not available, call your local HA reservations number.

Rebooking HA Codeshare Flights, New Operating Carrier

Book the new HA Codeshare flight in the same RBD.

If the same RBD is not available, call your local HA reservations number.

Rebooking OA Flights, Same Carrier

Book the new OA flight in the same RBD.

If the same RBD is not available, call your local HA reservations number.

Rebooking OA Flights, New Carrier

Call your local HA reservations number.

Refunds

Full refund without fee or penalty is allowed if:

  • New arrival at destination or new departure from origin is greater than 90 minutes earlier or later than the original time.
  • New itinerary requires changes to any of the following:
    • From a nonstop flight to connecting flights.
    • Origin or destination airport.
    • From HA Mainline to ‘Ohana.

All refunds must be processed through the ticketing source.

For partially used tickets, call your local HA reservations number for assistance in calculating the remaining value.

Mark the PNR with this OSI and the affected flight and date:

  • OSI HA SKED CHG FLT/DATE

Baggage

Apply the rules applicable to the original ticket, if possible.

Extra Comfort

Reissue as even exchange without additional collection, fee or penalty.

If unable to confirm in Extra Comfort, refund allowed without fee or penalty.

Full refund is allowed for unused ancillaries without fee or penalty if the new itinerary does not allow use, or if the ticket coupons to which the ancillary was attached were refunded.

Ancillary refunds should be completed at the same time as the related flight coupon refund.

Other Situations

HA will post detailed guidance and specific waiver codes for large and complex schedule changes, including day of week or frequency changes, service terminations, and those involving OA flights that affect numerous PNRs.