I called Hawaiian Airlines last week to book a flight for my wife. After booking, I was told I couldn't pay for it with my credit card because the name on the credit card has to be the same as the passenger's name. Never mind that we live at the same address and have the same last name, the answer was still "no." I was told we had to go to the airport ticket counter, present my ID and pay in person. Hawaiian Airlines, which recently emerged from bankruptcy, has violated the #1 rule in business, which is DON'T MAKE IT DIFFICULT FOR PEOPLE TO DO BUSINESS WITH YOU.
On Saturday (7/17) my wife and I drove clear across town to McCarran Airport in Las Vegas and went to the Hawaiian Airlines ticket counter at 1:30 pm. It was closed. I called Hawaiian Airlines and was told we'd had to come back when the counter opened - at 11 pm! The hours were never mentioned to me when I was told to go to the airport to pay. The customer service rep I spoke with still wouldn't take my credit card over the phone, so I asked to speak with a supervisor. The supervisor listened to my story and agreed to accept the card over the phone "as a one time courtesy." Gee, I'm trying to give them $1800 and they're going to extend me the courtesy of accepting it!
It's a terrible business policy to make it difficult for customers to do business with you, including erecting barriers for people who are trying to give you their money. Who comes up with such asinine policies and why are such people allowed to keep their jobs? Unfortunately, Hawaiian Airlines is the only carrier that flys to Pago Pago, American Samoa. If there were any competition, perhaps their stupidity and arrogance might be somewhat tempered.
