I had a horrible experience with Mokulele / GoMokulele airlines. After booking my tickets 6 weeks out, Mokulele canceled my flight one month out and re-booked me for a time that had a more than two hours difference. When I tried to call and get switched to another one of their flights that was closer to my timeframe, I was passed around from Mokulele to goMokulele and back to Mokulele, taking a total of an hour and a half just to get someone on the line. I was then told that the flight that was closer to my original timeline was fully booked - and the customer representative told me it would take 6-8 weeks for them to approve a refund! I persisted and talked to a manager and was able to get a refund after a week or so, but I was left with a horrible view of these companies. I ended up booking with Hawaiian Airlines, which has many more choices (and I had to pay higher fares since it was so much closer to the flight date - I should've booked with them to begin with). If you book with these companies, you are rolling the dice - they may cancel your flight and force you to pay even higher rates with another airline! I won't bother with them ever again.
This airline has the worst customer service ever! I would probably give it a rating of zero if there was one.... I probably should have read the reviews about this airline before booking because it cost our family $300 more and over 5 hours at the Hilo airport with 2 children aged 6 and 8. Here is what happened:
On Friday, March 18th, 2011, my family and I were scheduled to fly from Hilo, Hawaii to Honolulu, Hawaii on Mokulele. Our flight was scheduled to depart at 5:00pm. When we arrived at the ticket counter at 2:30pm, we were informed that the flight was cancelled due to mechanical issues. We were asked if “we got a message”. We had not been called and we did not receive any messages. The ticket agents were offering to put us on another flight the next day and pay for hotel costs but due to our vacation plans, we had already booked and prepaid a hotel and rental car in Honolulu. They also suggested we might try another airline.
So, we booked another flight to Honolulu with Hawaiian Airlines. Due to last minute booking fares… it cost us $300 more. Hawaiian Airlines were very friendly and tried to really accommodate us on earlier flights but it just wasn't possible.....
This was a great inconvenience to us because the only flight we could get booked on was leaving at 8:21pm. This meant that we were at the airport for 5+ hours with our two children (ages 6 and 8) until our flight left and we did not arrive into Honolulu until 9:10pm. We did not get to our hotel until 10:30pm and we missed a planned dinner.
We contacted 'customer service' at Mokulele Airline and their response was:
Thank you for contacting Go! Mokulele Customer Care. We are sympathetic to the situation that you have described and we are sorry to have given a poor impression of our operations. We strive to provide our customers with the best possible service and when it fails to meet their expectations, it’s important for us to know. Please accept our apology for the inconvenience that occurred to your travel plans....
They went on to quote that it is in their 'contract' that it is not they are not responsible for delays, schedule changes…. Basically, TOO BAD….
They refunded us the original airfare but would not give us the difference in the cost of booking another flight with Hawaiian… even though… they would have booked us into a hotel for the night, paid for meals and travel costs to put us on the next flight out which was the next day…. Having us stay for the night and all the associated costs would have been MORE than the $300 that we were requesting.
I requested that my case be forwarded to upper management and this was their response:
I forwarded your claim to Upper Management for further review as discussed. Your request for the difference in airfare has been denied. No further consideration will be taken. This is a final decision. Again, I apologize for the inconvenience that occurred to your travel plans.
Mokulele has no sense of business costs and GOOD customer service. This is quite evident in the BAD reviews online (they are everywhere…. VERY few good ones). I know my review will not make a difference to Mokulele but I hope it will just add to all the BAD reviews and make more people think TWICE about booking with them..
A very * Mother with a family that is now $300 less because Mokulele does not care about their customers.