Written on: 28/02/2011 by wnagami (1 review written)
We are stranded on Maui for three days because of Go! Mokulele Airlines. They have provided us NO assistance during our ordeal. This is the worst travel experience I have had during my 67 years.
On Saturday, Feb 26, 2011 we were scheduled to fly from Maui to Honolulu at 11:55 a.m. on Go to catch a Continental Air flight to Los Angeles at 2:50 p.m. With a stopover of almost three hours, I didn't anticipate any problems. Upon our arrival at the airport we were informed that our flight had been delayed until 2:40 p.m. (actuality left Maui at 4:39 p.m. 4 hours and 44 minutes late) which was too late to make our connection. It was busy so they could not get us on another airline to Honolulu. All they could do for us at the airport (after almost three hours) was to get us on a flight on Tuesday, March 1, to Los Angeles. We could have left the next day for an additional charge of over $1,600. We decided to stay at a reasonably priced hotel. Go gave us a piece of paper with a customer care number they said we could call for assistance.
Fortunately, we have a relative on Maui who was able to pick us up. At her home we went on line to find a hotel. I found that the only hotels that were available were high priced ones like the Four Seasons with rates much too high for us. I tried to call Go's customer care, but the fine print said they are only open M-F. Our relative allowed us to stay and camp out in her living room living out of our suitcases. The home in Kahului was built in the 50's and has a low ceiling with no air conditioning. It will be 83 degrees today and with the humidity it is very uncomfortable for us.
This morning (Monday, Feb 28), I called Go's customer care and the conversation did not go well. In short they had no other obligation than to get us to Honolulu on Saturday. I guess we could have flown with them to Honolulu on Saturday and slept in the airport as no flights were available. No, they are not responsible for anything and further they will not provide any type of assistance. Very importunely, they will not assist us in getting an earlier flight with Continental as they do not have a service agreement with them. This all seemed scripted so they must provide this "customer care" to a lot of people.
Thinking about this disaster and doing some research I would like to pass along the following:
Hawaiian Airlines by my count has 24 flights a day from Maui to Honolulu. Go Airlines as 7. Just by this count you have a better chance to make your connection on Hawaiian Air in case of a delay.
Hawaiian Air is a member of the Air Transport Association "Customer First" program while Go is not. If you are interested do a Google search to get more information.
Hawaiian Airlines has a service agreement with Continental Airlines (Also Customer First member) and this may have facilitated our return home. Go has no such agreements. Hawaiian Airlines also has flights of its own to the mainland and this may have helped us.
We are incurring many additional costs on Maui during our three day forced extended stay. There is the mental toll also. I recommend that you do not fly with Go! Mokulele Airlines. It is not worth the $20-$30 you save on a ticket.