Travel Agent Program

Travel Agent Program News

What's New

• Update May 14, 2025: Beginning May 15, 2025, Hawaiian Airlines will implement a no-show policy to guests (or passengers) who book a confirmed flight that was not cancelled prior to the departure time of your flight. A no-show passenger is defined as someone who has a confirmed reservation but does not board their ticketed flight. This means:
  • We'll cancel your flight reservation and all continuing and return flights.
  • The money or miles spent on non-refundable fares will not be available as credit towards a future flight.
  For additional information please visit our FAQ page.
• Update May 1, 2025: Alaska Air Group - Hawaiian Airlines Full Content in the GDS. Alaska Airlines and Hawaiian Airlines continue to identify areas across our combined organization that ensure we are delivering on our promises of increased benefits and greater value for our guests and partners. Beginning May, 1, 2025, agency partners will get access to 100% of Hawaiian Airlines’ network, fares, and products without additional fees. All Hawaiian Airlines content will be returned to all agency channels, including NDC and Legacy Distribution Channels. Learn more here.
• Update Sept. 26, 2024:Hawaiian Airlines introduces HA Agency Support. Hawaiian Airlines, Hawaii's largest and longest-serving carrier, launches a new dedicated service channel for its valued travel agency partners. Click here to access the form.
• Update Sept. 14, 2021: Beginning March 1, 2022 Hawaiian Airlines will begin monitoring and enforcing Operational Notifications/IATA Resolution 830D. Per Hawaiian Airlines Booking & Ticketing Policy, passenger contact information must be placed in the PNR as an SSR of CTCE, CTCM or CTCR at the time of booking. This ensures passengers are properly notified in the event of an irregular operation. For debit memo amounts, visit our ADM Policy.

Additional Links:

• HA Connect
• Distribution FAQ Site
• Schedule Change policy
• Effortless Travel (information about no change fee policy)

U.S. Tax Reminder

Effective Jan. 1, 2021, the suspension to exempt collection of the U.S. Transportation Tax (US) and the Flight Segment Tax (ZP) issued as part of the CARES Act has expired. Any tickets issued between March 28, 2020 and Dec. 31, 2020 that were exempt from the U.S. Transportation Tax (US) and the Flight Segment Tax (ZP) that need to be reissued are subject to collection of these taxes, if the ticket qualifies. Travel agents will need to reprice the itinerary and collect the current US and ZP taxes, if applicable.

Consumer Affairs Office

Do you or your guests have questions about their recently completed trip? Please contact our Consumer Affairs Office for assistance. If you have already opened a case with them and are checking on the status, please respond to the email they sent. This correspondence will go directly into your case. The Sales Office does not have access to Consumer Affairs Office records or information.

Medical Waiver Request

If your guest was not able to travel due to a medical reason, they may be eligible for a waiver of their change fees. To see if they qualify, please click here.

Checked Baggage Fees

Baggage policies have changed. Additional baggage charges may apply. Click here.