Rule 24: Refunds | Hawaiian Airlines

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REFUNDS OF NONREFUNDABLE TICKETS. We will refund you as follows when we are the merchant of record if (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:Significantly Delayed or Changed Flights, Cancellations, and Aircraft Changes, and (ii) the reason for you not traveling is through no fault of your own.
1. Ticket is Unused. If no portion of your Ticket has been used, you are entitled to a full refund of an amount equal to the fare, including taxes and ancillary charges applicable to the original Ticket issued to you.
2. 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, including taxes and ancillary charges applicable to the original issued Ticket and (ii) the fare, including taxes and ancillary charges applicable to the used portion of the Ticket.
REFUNDS OF 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.
OTHER REFUNDS
1. Change in Paid-For Class of Service. If we are the merchant of record and (1) you paid for an Extra Comfort seat and you are moved to an Economy Seat and elect to travel, then we will refund the Extra Comfort fee you paid.; (2) you paid for a first-class upgrade and were downgraded, we will refund you the first-class upgrade fee you paid; or (3) you paid for a first-class seat and were downgraded and elect to travel, then we will refund you the difference between the fare you paid and the applicable economy fare, if there is a fare difference.
2. Delayed Checked BaggageIf we collected baggage fees for any of your checked bags and one or more of those bags are lost, or is a significantly delayed checked bag as defined in 14 CFR §260.2, and the carrier that operated the last segment of the itinerary at your destination airport fails to reunite you with them within 12 hours of you being provided the opportunity to deplane after the last flight segment’s arrival, we will refund any fee charged for transporting the lost or significantly delayed checked bag provided that you file a Mishandled Baggage Report (MBR). If a travel agent collected the baggage fees, and we operated the last segment of your itinerary, we will refund any baggage fees for lost or significantly delayed checked bag provided that you file an MBR. However, Hawaiian is not responsible for refunding any baggage fees for any Significantly Delayed Bag related to (i) any failure to pick-up and recheck your baggage at the first international entry point into the U.S., (ii) any failure to pick up your baggage where you are at fault, (iii) your voluntary agreement to travel separately from your baggage, or (iv) if another carrier operated the last flight and does not tell us that the bag is lost or significantly delayed. Hawaiian is also not responsible for refunding any baggage fees collected by another carrier.