text: A small airline delivering low budget service at big boy prices but always with a smile until something goes wrongnnA flying bus No frills No food service menu No wine list No toothbrushes or personal mouthwash in the lavatories Just horrible airline food and a very limited selection of drinks They even charge you for a blanket but you can keep itnnWhat they lack in amenities they usually make up for in service with some of the friendliest and warmest employees bar none It usually equates to a willingness to pay the percent higher prices for domestic travel than UAL or Delta UsuallynnThen something goes wrong sorry this is so longnnDeparting LAS via Terminal Deltas gates Announcements from all other airlines can be clearly heard including those of Delta All good Hawaiian announces a delay of minutes and promises an update at pmnnpm Hawaiian agents tell people gathered around the podium that there is a mechanical issue Word trickles out NO PA ANNOUNCEMENTnnpm Text message received from Hawaiian announcing further delay but promises update at pmnnpm nnpm Flight attendants wandering around the terminal talking to groups who look like they are from Hawaii People start to gather at the podium NO PA ANNOUNCEMENTnnpm Everyone on their phone at the podium Better see what is happening Told the flight has been grounded Passengers must pickup luggage by a grouchy agent stop making me repeat myself just follow everyone else and get your bags Take a shuttle to a hotel that will leave in minutes it takes that long to get to baggage claim Flight rescheduled to am next day Everyone must be back at the airport by am The supervisor says they are some seats available on the midnight flight so those with high mileage status should waitnnpm Finally speak to an agent No seats on any flight for three days I know because she just told the person in front of me but still she types stuff into the computer when I am standing in front of her just to give me the same information Better still the shuttle has left You need to go to XXX hotel find a Hawaiian agent so they can get you checked in then get your meal vouchers Sorry I do not play Where is Waldo Opt to get my own room at Mandalay Baynnam At the airport No Hawaiian agents at the counter No am flight listed on the departure boardnnam Still no agents Call number Between the your flight was rescheduled and the your last name begins with the letter YOU as in Hang upnnam Agent arrives Flight has been rescheduled to pm If you went to the hotel with everyone else you would have known that When I ask why the did not text us like they did the night before I get told We do not do that I show him my phone You must have sent that to yourselfnnam Agent logged in and ready to deliver excellent customer service I ask if the rescheduled flight is really leaving at Doubtful the mechanic is being flown in from Hawaii and has not even landed yet nnEnough is enough Rebooked flight days later But there is a happy endingnnam In taxi back to Mandalay Bay on phone with VIP host Within five minutes second room booked and upgraded to suites immediate check in assured and requested fresh juices and fruits to be in suite by the time we open the doornnnHuge props to Hawaiians providing generous per person compensation for the problems when they are under NO obligation to do so Department of Transportation httpwwwusagovtopicstravelairresolveproblemsflightshtml nnShamefully poor customer service handling the problems