Customer Service Policy

Lowest Fare Notification

On our website, at our ticket counters or when guests call Island Air Reservations to inquire about a fare or reservation, we will advise guests that the lowest fare we offer may be available elsewhere, if that is the case.

Notification of Delays, Cancellations, and Diversions

Island Air is committed to delivering the most up-to-date and complete information available regarding flight status. Island Air will provide real-time flight status information via our telephone reservation system and our Flight Status option on islandair.com.

We will notify guests in the airport and/or on board our aircraft of any flight delay, cancellation, or diversion as soon as a decision is confirmed. In addition, Island Air will update guests at a minimum of fifteen (15) minute intervals regarding the status of their flight, including the estimated time of departure or the time when further information will be available.

On-time Baggage Delivery

Island Air makes every attempt to provide prompt baggage delivery. If bags are delayed or misplaced, we will make every reasonable effort to deliver bags within twenty-four (24) hours.

If a guest incurs expenses resulting from baggage delay and is eligible to receive compensation, we will compensate for reasonable and necessary out-of-pocket expenses. If a bag is lost, we will reimburse any fee charged to transport that bag. We will attempt to contact owners of unclaimed baggage. Island Air strongly recommends that all guests attach their name, address and/or telephone number on the outside and inside of each piece of checked baggage. We will compensate for reasonable and out of pocket expenses, up to $20.00.

Holding Reservations without Payment or Canceling without Penalty for a Limited Time

When making a reservations with Island Air either by phone or at any Airport Location, we will allow a reservations to be held without payment, or cancelled without penalty, for a period of twenty-four (24) hours if the reservations is made one week or more prior to departure.  When booking online, Island Air will allow a reservations to be cancelled without penalty, for a period of twenty-four (24) hours if the reservations is made one week or more prior to departure.

Prompt Ticket Refunds

We will refund eligible Island Air tickets within seven (7) days from receipt when purchased with a credit card and twenty (20) days for cash purchases. Requests for refunds may be submitted at any Island Air ticketing location, telephone reservation system, or travel agent. To check status on a refund request, call our Customer Care Department at 1-800-388-1105 between 5:00 a.m. to 9:00 p.m. HST, daily.

Accommodating Passengers with Disabilities and Other Special Needs

Accommodating the special needs of guests with disabilities is a top priority for Island Air. We offer a variety of special services to such guests, including:

  • Transportation to, from, and between gates by wheelchair
  • Boarding assistance
  • Assistance with visual, auditory, cognitive, or mobility impairments while in the airport and on the plane
  • Consideration of your needs during extended tarmac delays
  • Accommodation for certain medical requirements, such as use of Aero-med Oxygen and approved Portable Oxygen Concentrator with proper notice, by calling Island Air Reservations at 1-800-652-6541.
  • Additional information may be found on islandair.com under Special Assistance. To ensure the high quality of these services and protection of guest rights, we designate Complaint Resolution Officials (CROs) in all airports who are responsible for ensuring services are properly implemented for our guests with disabilities.
  • Children Traveling Alone
  • The Island Air policy ensures the safety and well-being of children traveling alone. We will not release any minor traveling alone to anyone other than the person designated for pick up.

Additional information may be found on islandair.com under Travelling with Children or you may call Island Air Reservations at 1-800-652-6541.

Meeting Passenger Needs During Tarmac Delays

Island Air will provide accurate and timely information regarding flight status in the event of an extended on-board delay after the aircraft door closes (in the case of departure), or from the time the aircraft touches down (in the case of arrival). In the event of lengthy on-board delays, and if safety and security conditions allow, Island Air will provide our guests essential needs such as food, water, accessible lavatory facilities and access to medical treatment. For further information, please see Extended Onboard Ground (Tarmac) Delays in our Contract of Carriage.

“Bumped” Passenger Policy

Island Air is committed to treating guests with fairness and consistency. In the case of overbooking, Island Air will make every effort to request for guests who may be willing to voluntarily relinquish their confirmed reserved space in exchange for compensation in an amount determined by Island Air to be accommodated on the first available flight.

If you are involuntarily denied boarding, Island Air will explain our obligations, your compensation, and rebook you on the first available flight. If we are unable to accommodate you on an alternative flight on the same day of travel, and you are away from your home, Island Air will provide meal allowances and hotel accommodations.

Detailed Travel Information

Island Air will provide guests with their travel itinerary, policies and procedures, rules and restrictions, frequent flyer information, and aircraft configuration at islandair.com, via our telephone reservations system, and at all airport ticketing locations.

Customer Complaint Responsiveness

Island Air realizes things may not always go as planned and has a designated Care Manager to assist our guests with any concerns. The Island Air Customer Relations Department will acknowledge each written complaint within five (5) business days and will send a substantive written response within thirty (30) days of receiving the written complaint.

Mitigation of Passenger Inconveniences

If an Island Air flight is delayed or cancelled, we will make every effort to re-route our guests on the next available flight, subject to the conditions stated in our Contract of Carriage and to the existence of participating interline ticketing agreements. For guests delayed more than four (4) hours between the hours of 10:00 p.m. to 6:00 a.m. local time, Island Air will provide our guests guest lodging, meals, and local transportation, subject to restrictions set forth in our Contract of Carriage.