✅ Verified Review | Honolulu to Lihue. I understand bags get lost. It happens. Especially when we took three flights to get to our final destination, Lihue, and involves two different airlines. We landed in Lihue at 2:57pm yesterday without our checked bags. The employee we dealt with said she would call us once she found out more details. She called around 5pm and stated the bags were still in Honolulu and would be on the last flight to Lihue, landing at 9pm last night. She then stated we should plan to be at the airport at that time to pick up our bags, normally when this happens the airport/airline happily drops them off for you at your hotel, but I told her ok and we would be there. We canceled our dinner reservation, being that we didn't have approriate clothes to wear and sat by the pool, as we didn't have our bathingsuits. Not too long after, she called back to say our bags would be delivered to our hotel that night - wonderful we said, and notified the staff at the hotel. This morning we go down to get our bags and they weren't delivered. We have early morning excursions so you can imagine our frustration. I call Island Air at the airport where they say the driver will be in at 8am and our bags would be dropped off some time today, doesn't work for us. So we drive the hour round trip to get our bags. Again, I understand bags get lost and I don't even know who is at fault for the mishap but the miscommunication or even lies about when bags are being dropped off is unexceptable and then the inconvenience of being put out to go and get them, when we would have gotten them last night is absurd.
❎ Unverified | Kona to Honolulu. Worst airline I've ever used. First time using them. Booked four flights for inter-island vacation. All four flights were cancelled without notice. Online check in did not work. Stood in ticket line for over one hour. Carryon bag weight limit 16 lbs., without notice. Gate attendant not friendly. No place to buy food or drinks and no vending machines in Kona or Kauai, one bar in Honolulu that opened after noon. One plane had seats that the cushions were worn so bad me and my wife were sitting on the seat frames metal bars. Only good thing was the flight crews were nice.
The seat is very comfortable even with a strong wind turbulance.
✅ Verified Review | Great experience island hoping with Island Air flying from Kona to Honolulu. Great staff and free internet at airport in Honolulu. Lovely views and complimentary Guava juice on the flight to/from Kona. Would recommend the jet props as you fly lower and see more of the great scenery. The cabin crew were great too with added commentary about the islands. Also Island Air was a bit cheaper than some competitors and I believe jet props are more efficient and cleaner than pure jets so its good for the environmentally consciouss too.
Island Air from Maui to Honolulu - the website wouldn't allow me to check-in online. At Maui the self-serve computers for Island Air weren't working either, there was just a single person checking in passengers and the line was really long. I was in the line 30 mins and then called Island Air customer service but they too couldn’t check me in by phone. When finally got to the counter I was told now I'd missed my plane and they had given my seat away. They could see my history and that I had called so I was in line but insisted on charging me $25 fee for changing to the next flight - ridiculous. I’ll do anything I can to fly another carrier. Faulty web check-in, broken self-serve machines, call center incapable of helping and counter staff not considerate.
This airline has to be the worst to deal with customer service wise. I booked two tickets at the cost of $426NZD online. Straight away I realised the dates were entered wrong so I contacted Island Air immediately and let them know so they could cancel the flights and refund the transaction. Their policy states if you book a flight you are entitled to a full refund and cancellation within 24 hours. When I checked my credit card statements we realised that they had charged us for the flights and had not been refunded our money. I contacted them and let them know so they could refund the money. This was over four months ago. I have given them documentation, bank codes and everything they have asked or one could possibly think they would need to resolve the issue. I have still not received my refund and they have excuses every time I contact them as to why I have not been refunded. I am tearing my hair our with frustration. These guys are absolutely useless. I won't ever fly with Island air because if they can't sort out a simple thing such as a refund, what else are they overlooking or not taking care of?
One night in Maui ended up a few hours in Maui thanks to flights not leaving. It took 3 aircraft and hours at HNL airport to leave. No communications from Island Air ground staff and bad attitudes. Worth paying the Hawaiian Airlines price to travel with them. I wish we had read reviews before booking with this company.
We had a very good experience flying with Island Air. The day we took our return flight, they were celebrating their 35th anniversary. We were greeted with lei greeting before boarding the flight. On the flight, we were given some local cookies, local coffee and POG juice. The flight attendants were nice. I was not expecting good customer service as I read some bad reviews but it was a pleasant experience overall.
I was a little worried after booking Island Air due to some of the reviews I have read about late/cancelled flights. Our flight was on time. I did notice that on days when the weather was very poor that flights were showing some delays, but I guess this would be in common with most airlines flying around the islands. The quick 35 minute hop was pleasurable and stress free. Island Air operates from the 'commuter' terminal at HNL. In reality it is just them and another small airline that shares the facility. No lines at check in, no lines through security. Once airside free wifi available throughout as well as free newspapers and even coffee. Onboard had great views and even some commentary en route by one of the flight attendants pointing out points of interest. Was a nice touch. Served either a bottle of water or a cuplet of juice. Bags (US$15 each to check in) appeared on reclaim belt within a minute of arriving in the baggage hall. All staff in the airport and onboard were really friendly.
Delays delays. We were supposed to go from Maui to Kauai and be a 2 hr trip. It took 6 hours instead with us waiting in the airport for 4 hours. The people next to us had been waiting for 8 hours and got delayed another two as I started writing the review . Everyone has delays. Stay away from Island Air!
After so many negative comments I believe a positive is in order. Honolulu to Lanai check in a breeze courteous and friendly we paid $17 per bag but now only $15. Flight basically on time aircraft ATR quite comfortable after all flight is only 24 minutes. 2 Flight attendants very friendly juice and water offered. Bags delivered promptly. Will fly them back to HNL and will only post if flight is any less enjoyable.
We had reservations on Island Air from Kauai to Honolulu. We would have had 2.5 hours to catch our connecting flight from Honolulu to Spokane on Allegiant. Island Air cancelled the flight due to weather. The next flight an hour later was cancelled due to mechanical issues. They had no other flights that would get us to our connecting flight on time. Island Air could not re-schedule our flight on another airline until they could confirm Allegiant's take off time. Allegiant only flies out of Honolulu once a week so if you miss the flight you're out of luck. They were putting people on Hawaiian Airlines so they could meet connecting flights but couldn't figure out how to do if for us. They told us we were not priority! We spent 15 hours in the Kauai airport before getting a flight back to Spokane (on Alaska). We will never fly Island Air again.
We are at Kahului airport on Maui and have just been told that a runway in Honolulu has been closed and that our 11.19am flight has been cancelled. And so they have merged our flight with the 12.59pm flight which is now delayed to 1.10pm. That's a 2 hour delay on a 45 min flight. They then said that it was due to a 6 lane highway closure in Honolulu which has led to their crew missing the flight to Kahului. So far we have established that the only flight to Kahului prior to our 11.19am departure has arrived it left Honolulu on time. And Hawaiian airlines have confirmed that they have had no delays due to a runway closure. I recommend that you don't book Island Air for any journey in the Hawaiian islands.
This was the worst flying experience of our lives. We were lied to repeatedly by staff on both ends of our flight they blamed staff in the other location for our flight problems. They held us in the airport for 4 hours and promised repeatedly we would make our 2 connecting flights meanwhile many flights were going off the island and they held us without putting us on other flights. After telling us our connection would be held for us (11 passengers we making this connection) they rushed us off the plane to tell us our connection was leaving without us. We demanded they take us to the plane and they refused. After hours of deliberation they offered us flights in lieu that were clearly the lowest in value with large lay-overs and that got us home over a day later than we had planned to be home. The attendant assured us all mix-ups result in first class flights to our destination. We confirmed this with her twice. After staying in a hotel with $10 compensation voucher for our trouble we checked in to learn that the flights were lowest price economy. Again we were lied to. A manager told me he was not responsible for what his staff said to us and could not do anything about the mix-up on our flight class.
I recently flew from Sydney Australia to Honolulu and then had a flight scheduled to fly to Kauai leaving at 7.05pm this was altered 6 times before we finally departed at 11.05pm arriving at Lihue at 11.45pm. During the time of waiting we were offered water nothing was open and we were hungry. I finally asked a "Customer Service" person if they could locate something to eat ie chocolate bars her response everything is locked up and we don't have the key". It does get better when we landed a Lihue because of the lateness of the hour no taxis were available leaving women stranded. Finally located a security guard who got a taxi driver and arrived at our accommodation at 1.40pm. The trip back was no better.
Booked a 6.55am flight Molokai - Honolulu. Was called the night before it was cancelled and we were put on 8.10am. Arrive at airport and told we have to fly to Lanaii first. At this point it looks like a 2 hour delay getting to Honolulu. We were 1/2 hour late boarding then sat on the tarmac 1.5 hours waiting for the pilot to do weight calculations. Passengers were removed (as well as luggage). Finally get into Honolulu 4 hours past what originally needed. Standing at luggage pick up waiting for our luggage which doesn't come. Then there is an announcement some of the luggage is coming on a later flight. We can come back or get it delivered to our hotel. We stood in line to fill in paperwork to have it delivered. I travel quite a bit and have had glitches but this is nuts. This was my first time with Island Air and my last.
My wife and I fly inter-island all the time and back to the mainland every year. We booked a flight 4 months ago and rec'd an email the night before that our flights (both ends of the round-trip) were cancelled. We were seated on a flight 3 hours later than our original meaning that we'd lose a day of our vacation and our return trip now had a 2 hour layover. and didn't even return us to the correct island! When we finally got on the plane we sat on the runway without air conditioning for half an hour. This happened on every leg of our trip. We're going to pay whatever it takes to avoid flying this airline ever again and I strongly suggest that you pay the extra few dollars to avoid this terrible experience.
Honolulu to Lihue return April 2013. Plane was a basic older style aircraft but comfortable enough for the short 40 min flight. Flight staff are friendly helpful and efficient. However Flight to/from Lihue were extremely delayed with no updates from Island Air staff other than to announce further delays. My observation is that very log delays appear to be the norm for Island Air on all flights. Our extremely delayed flight from Lihue to Honolulu meant we missed our connecting flight despite Island Air representatives assuring us that we would make the connection. We had to find airport accommodation at our own expense at midnight as there were no Island to staff to assist. Wont fly Island Air again unless we absolutely have to and don't have a connecting flight to make.
My mother in law and I took a one day trip on Island Air to Molokai. We left a few minutes late. Our flight back to Honolulu was at 6pm. We got there at 4.30pm and were not told that our flight would be delayed until 9.30pm. The only reason we found out that it was delayed was when we asked a TSA agent a question about checking in and that is when he asked if we knew our flight had been delayed. During the 5 hour wait no one even mentioned about any updates or a repeated message that the flight was delayed. When we did get on at 9.30 the only apology was from the stewardess and that was it. I don't think I would recommend this airline.
There has been consistent daily delays to Molokai. I have waited in the commuter terminal for 3-4 hours to get on a 15 minute flight to Molokai. I see that the same aircraft is going back and forth between Honolulu Lihue and Lanai and Kapalua but when the delays piggyback the Molokai flight will be pushed back to accommodate the passengers on later flights to other destinations. Customer service podium is empty with no notification of delay until you look at the flight board. We can see the customer service personnel on the ramp laughing and chatting with co-workers they show no concern for all the passengers in the terminal waiting for someone to come in. When you finally get a hold of someone and ask them what's the delay they say its due to the late arrival of the aircraft. We were delayed 3 times because management changed their mind on where the plane should go. It was announced that when our aircraft comes from Lihue it will continue on to Molokai however when the plane lands they change their mind and inform us its going to Lanai on time. This causes us to be pushed back 2 more hours. Don't get on the new planes they cant land on Molokai and Lanai with more than half a load of passengers. It takes 3 times longer to board and unload. I don't recommend Island Air.