What Hawaiian Airlines has committed to in writing when your flight is delayed or cancelled, summarized from its customer service plan, contract of carriage and tarmac delay plan. Most of these commitments apply only when the cause is within Hawaiian's control.
The short version
- A discount code of at least $50 or at least 2,000 Atmos Rewards points for a controllable delay of 3+ hours or a cancellation, on request.
- A partner airline, on request, if the disruption was within the airline's control and there is no Alaska or Hawaiian flight until the next day.
- Meals after 3 hours, and a hotel only if you are 100+ miles from home.
- If you accept a travel credit instead of the meal and hotel amenities, you give the amenities up.
Hawaiian at a glance
For delays and cancellations within Hawaiian's control.
| Rebooking on Hawaiian | Yes, at no cost |
|---|---|
| Rebooking on another airline | Yes, with conditions |
| Meals | Yes, after 3 hours |
| Hotel for an overnight delay | Yes, with conditions |
| Transport to the hotel | Yes |
| Credits, points or vouchers | $50+ discount code or 2,000+ points |
| Cash compensation | No |
When the delay or cancellation is Hawaiian's fault
These commitments apply when the cause is within the airline's control, such as maintenance, crew or its own systems. See controllable vs. uncontrollable delays.
Rebooking on Hawaiian
Rebooked on the next available Alaska or Hawaiian flight at no additional cost for a cancellation or significant delay.
If you decide not to travel after a cancellation or a delay of 3 or more hours, you may reschedule for another day or refund your ticket with service fees waived. Joint Alaska Airlines and Hawaiian Airlines customer service commitment.
Rebooking on another airline
If a cancellation or delay is within the airline's control and no Alaska or Hawaiian flight is available until the next day, booked on a partner airline's flight at no additional cost if seats are available in the same cabin.
Upon request.
Meals
Reasonable meal voucher for each affected ticketed guest at the airport when a flight is delayed 3 or more hours (2 or more hours for flights to/from Canada) due to circumstances within the airline's control and you continue your travel.
Options depend on airport vendor availability. Not provided for air traffic control, weather, passenger illness or other force majeure events.
Hotel
Complimentary hotel accommodation for an overnight stay at an airport 100 or more miles from your home when a flight is canceled or delayed due to circumstances within the airline's control, if hotels are available in the area. Single or family rooms. Voucher provided, or reasonable hotel costs reimbursed if no voucher hotel is available.
Must be 100+ miles from home. Not provided for air traffic control, weather, passenger illness or other force majeure events. Under the contract of carriage (revised August 25, 2026) the airline may offer a travel credit in lieu of amenities; accepting it waives them.
Transport to and from the hotel
Round-trip ground transportation to a hotel in the general vicinity of the airport, included with hotel accommodation. Reasonable round-trip ground transportation costs reimbursed if no voucher hotel is available.
Provided with overnight hotel accommodation.
Credits, points or vouchers
For a delay of 3 hours or more, or a cancellation, within the airline's control: your choice of a discount code of at least $50 (excluding taxes) valid one year on a future Alaska or Hawaiian flight, or at least 2,000 Atmos Rewards points. Amount depends on the length of the delay or cancellation.
Upon request. Discount codes have no residual value.
Cash compensation Not committed
No cash compensation. Compensation for controllable disruptions is a discount code or Atmos Rewards points.
Guests are told when they are eligible for a refund before being offered credits, vouchers or other compensation in lieu of a refund.
When the cause is weather or air traffic control
For disruptions outside Hawaiian's control, expect rebooking on Hawaiian's own flights and little else: the meal, hotel and compensation commitments above generally do not apply. Ask anyway about discounted hotel rates, and check whether your own trip delay cover pays. If you are not sure the cause really is weather, see how to check.
Refunds
Whatever the cause, if Hawaiian cancels your flight, or delays or changes it significantly (three hours or more domestic, six or more international), and you choose not to travel, you are entitled to a refund to your original form of payment under US rules. You do not have to accept a credit instead. See the DOT refund rule.
Tarmac delays
- Passengers get the opportunity to deplane before a tarmac delay at a US airport exceeds 3 hours (domestic flights). Exceptions: the pilot-in-command determines deplaning would jeopardize safety or security; air traffic control advises that returning would significantly disrupt airport operations; or a departing flight begins returning to a disembarkation point within the time limit.
- Passengers get the opportunity to deplane before a tarmac delay at a US airport exceeds 4 hours (international flights).
- Adequate food and potable water no later than 2 hours after the start of the tarmac delay. Unless the pilot-in-command determines that safety or security considerations preclude such service.
- Operable onboard lavatories, adequate medical attention if needed, and a comfortable cabin temperature maintained by running the APU or aircraft engines as needed. Status update when the tarmac delay exceeds 30 minutes, and timely notice of each opportunity to deplane. Plan coordinated with airport authorities, CBP and TSA at all airports served including regular diversion airports; facilities and gates shared in an emergency.
- The Alaska and Hawaiian tarmac delay plan does not provide any passenger compensation for tarmac delays.
These match the federal rules. See tarmac delay rules.
How to use this at the airport
- Ask the gate agent what is causing the delay, and note the answer.
- Ask for what Hawaiian commits to, by name. Many commitments are only provided on request. Here is what to say.
- If you pay for something yourself that Hawaiian commits to cover, keep the receipts and claim afterwards. If it refuses, see how to file a complaint with the DOT.
Sources
Summarized from Hawaiian's published documents, last checked October 2, 2026. Airlines update these documents, so check the current version before you rely on a specific detail.
- alaskaair.com/content/about-us/customer-commitment/customer-commitment-delay-care
- hawaiianairlines.com/content/about-us/customer-commitment/customer-commitment-extended-delays
Compare with other airlines
See how Hawaiian compares with other US airlines on the airline policies page.
This guide is general information for US travelers, not legal advice. Rules and airline commitments change; check with your airline or the US Department of Transportation for your specific situation.