BEWARE - THIS AIRLINE HAS A 50% RECORD OF CHANGING OR CANCELLING YOUR RESERVED FLIGHT!! And they are most definitely NOT "Hawai'i's Favorite Island Hopper". Try Southwest. Unfortunately they are the ONLY ones to Molokai - So BEWARE your travel plans or pick another destination.

FLYER BE WARNED!!!

On 01/25/24 I was notified that my flight from KOA to OGG was cancelled. I called to see what could be done and the representative had no solutions for me other than to cancel my entire trip a week and a half before when I already had accommodations paid for. When I asked if they could book me on a Hawaiian Airlines flight to connect to my OGG to LNY flight they said they don’t do that. After searching on my own, I found a flight out of MUE and called to book that instead. This was an option that was never presented to me from the original agent for reasons in which I am unsure.

On 02/03/24 I received notification that my LNY to OGG flight was being pushed back and I would miss my connecting flight from OGG to MUE. I called and spoke with a representative who told me this was an “operational issue” and could not get me back to Waimea on 02/04/23. She instead offered to fly me to HNL then booked me on a Hawaiian Airlines flight (something I had previously been told was impossible) to KOA and then Uber me from KOA to MUE to get my vehicle. I agreed to this even though it was going to cause me to get home several hours later than my original flight schedule.

I awoke to several missed calls and texts the morning of 02/04/24 as whoever scheduled the Uber for us apparently scheduled it for pick up at midnight on 02/04/24 instead of giving us a flex link the tell the Uber when we had arrived.

As I am arriving to the airport on 02/04/24 I received a notification that my LNY to HNL flight was delayed. I spoke with the gate agent and she deferred me to the customer service line. After an extended period of time on the phone with the representative the solution was to continue with my LNY to HNL flight but that I would miss any and all connecting flights back to Big Island by the time my flight arrived in HNL. At this point I had to contact my manager and tell her both myself and my husband would be missing work. This agent told me that she had approval to book me a hotel in HNL but that I needed to wait until I was sure my flight was going to arrive in LNY and to call shortly before boarding… as if I am more privy to this information than your organization. Regardless, I called back after the gate agent stated the plane would be arriving in 20 min after we were delayed an additional hour WITH NO COMMUNICATION from Southern via the gate agent, email, or text and was told that I now needed to wait until my plane landed for them to book our hotel room.

We then arrived at nearly 9 PM to have to sit outside at the terminal while yet another representative booked us a hotel room and scheduled an Uber to transport us there. This took nearly an hour of just sitting at the airport waiting when this could have been arranged prior to our landing.

Once in the Uber, the driver took us to the pre arranged location… which was a shipyard. This was the location that was set for him by your employee. I had to ONCE AGAIN call and put the representative on the phone with the Uber driver who was adamant that the address was correct and it was not until my husband piped in saying when he typed the address in it also showed the shipyard that the representative realized whoever made the reservation mistyped a number on the street address. Now we are exhausted and that much later getting to a bed that is not even our own. We should’ve been home by now, sleeping in our own bed.

The hotel ended up charging a resort fee to my card that was put on file for damages/incidentals which should’ve been charged to Southern.

We then go to take our Hawaiian Airlines flight that their representative booked for us only to find out my boarding pass does not match my ID because your representative forgot the “t” in my last name. Yet, another hassle.

Finally, finally… we arrive back on Big Island at the Kona airport and are waiting for our Uber to take us an hour drive to the Waimea airport except he can’t find us. Why? Because whoever made the Uber arrangements told him to pick us up at the rental car area instead of the Ride Share pick up.

Just one week prior to the chaos above, yet another Mokulele hiccup…
As we had arrived in Kona for our 5:40 PM flight I received a notification that this flight also was delayed. I immediately called and after nearly an hour on the phone the representative told us to head to the airport and that all flights were delayed. We followed suit and upon arriving at the airport, there is no gate agent. Fortunately a non-Mukolele employee had spoken with other passengers on the same flight and had been made aware that it would now not take off until 9 PM (this was never communicated by the airline via text, call, or email). Around 7 PM I called to confirm the departure time and the representative could not give me clear answers and told me to just go sit at the airport and wait. We arrived around 8:30 and sat there until our plane left at 11:30 PM. During this time there was yet again 0 communication via the gate agent, email, text, or call.

These were both horrible experiences, certainly one being far worse than the other but both avoidable and/or understandable with clear and timely communication. Myself and my husband feel strongly that Mukolele has disrespected our time which was wasted waiting around at airports and spending upwards of 10 hours on the phone sorting out issues that should have never occurred. I am certainly understanding when delays happen due to weather, you can’t control that and passengers and pilots safety is top priority. However, when the issue is “operational” that tells me the fault is on a poorly organized airline that doesn’t value its customers and their time and money and this is inexcusable.

Both my husband and myself are hourly employees who are depended on in our positions. Due to these delays we have suffered lost wages and the people we help suffered as well.

I CANNOT believe Mukolele runs a business this way and am shocked and appalled that they get away with treating customers like this. I have emailed 3x looking for resolution and have heard nothing in response.

I was not impressed at all with mokulelr Airways. We had a short flight from Honolulu to Maui. We arrived from the mainland to Honolulu with about a two hour layover. We asked at the ticketing gate if our baggage had made it onto the plane and we were assured it did. Our flight departed probably 30 minutes early so there was plenty of time for the baggage to make it on the flight. We arrived in Maui and were told our bags did not make it on the flight and they blamed Alaska airlines for not getting the bags to them in time. We were told they would be on the first plane in the morning and I gave my number to the woman at the ticketing station. We waited all day and heard nothing, emailed customer service, called customer service, and drove by the airport twice (no one was there.) Finally after begging someone on customer service who was about to blow me off again and just "take my phone number again" she finally confirmed that the bags would be on the last flight of the day and we needed to come pick them up ourselves. I feel like anyone who has been on a trip with their bags missing understands how inconvenient it is to not have any of your belongings and need to purchase duplicates of things you already have, especially in an expensive location like Hawaii. You are usually traveling in warm clothes from the mainland. There was no offer to reimburse us for what we did have to purchase, which according to the department of transportation, they are legally obligated to provide. I actually did try to have them reimburse me and they said they flat out don’t reimburse which seems illegal. Additionally, any time I have had an airline lose my baggage, they have brought it to the hotel for us. So unimpressed and will try hard to not fly with them again and warn others to avoid them as well

Seems to be a trend in the reviews. Traveling to the Islands of Molokai or Lanai this is our only option, unless you happen to have access to a private plane or in the case of Lanai a helicopter. Booked well ahead of time, my flight changed. As I was combining with a second interisland flight with Hawaiian I originally booked with a nearly 1 1/2 layover. Mokelele changed their flights cutting me down to 30 minutes, then sent me an email said if this doesn't work call us. As this is not enough time to get through security in Honolulu. (Mokelele is in its own "terminal" on Oahu outside normal airport screening.) I called the number on the email and asked to change to an earlier flight which actually showed a $20 lower cost than my booked flight on their website. Instead they wanted $50+ in air fare difference and $25 to change the ticket. They told me policy was they charged these fees if the flight changes were less than an hour and even customer service supervisor wouldn't make an exception. Almost makes you wonder with as many similar stories if schedule changes are a strategy to generate a little extra cash from customers who do need to change their flights. SO BE WARNED plan extra layover time for the potential of a time change up to an hour. In my case it was easier and cost me nothing to make the change on my Hawaiian Air flight, as I was only flying interisland; but if you are heading out on a longer trip, be aware as it is obviously more difficult if you have a mainland or international connection. On the other hand if you get the back seat of the plane the pilot may ask you to make sure you close the door when you get in, so that's a plus.

Just Do Not use this airline. I håd booked and paid 6 months in advance. 18 hours before scheduled departure the informedus that the flight Was postponed by 4 hours. Häd to change rental cars. Charged extra for ordinary handluggage and the Lady at the counter Was not really interested. Did not want to Listen. So avoid!