[saracco]

I boarded a flight of Go!Mokulele, flight 1072 out of Honolulu to Lihue. I was asked to check in the bag and to pay for it even though it was less than an inch bigger on one dimension. The bags arrived with the seams torn apart (it was a brand new bag, just bought).
What happen is that rather than handling it from the handle it was handled through a strap and that caused the tearing.
I was asked to fill in a form and was told they would call me back with instruction. After 2 days that they did not call I called and left a message to an answering machine promising to return the call. It did not happen.
Eventually I managed to get in touch with a person on the phone after 4 days and was told that Air Mokulele does not cover the damage to straps and since that was the cause of the destruction of the bag I was not entitled to any compensation, not even the refund of the charge for transporting the bag.
The whole experience exosed me to very uncorteous personnel and made me wish never again to use this company.

[Leatherboy2006]

its sad that Aloha is gone and Go is left in its place

[MNM]

Traveled on Go! Mokulele on 2/27/2011. flight was canceled from maui to honolulu and we had a connecting flight to the mainland. All other flights on this airline was full and it seems thats its the airlines policy to not help us with our connecting flights basically being " on our own and at our own expense" now im stranded at the airport and every other carrier is booked as well and I have missed my connections with no compensation

[GSwart]

My family (a party of 6) and I had the misfortune to make a reservation for flight YV1012 on Go! Mokulele from Lihue, Kauai to Honolulu on Sunday February 27th. Our 25 min flight was scheduled to depart at 10.00am, giving us 3 hours and 20 minutes to connect to our flight home to San Francisco, in theory more than enough contingency time. We arrived at the airport 80 minutes before the scheduled departure time to be told the flight was cancelled. No explanation beyond “mechanical issues” was provided as to why. Go! Mokulele had another flight YV 1026 scheduled to depart at 12.06pm which would still be just enough time to make our connection. We asked to be put on that flight and were issued with boarding passes. At my insistence the agent Brendan Mc Daniels spent significant extra time attempting to check us in and issue us with boarding passes for our connecting AA flight from HNL to SFO so that we would be sure not to miss it if there was any further delay. He was unable to do this even after logging into my AA account via his computer internet connection. Our bags were checked through to SFO, we were issued boarding passes and we were instructed to clear security. At no point in this lengthy process were we informed that we did not have confirmed seats for the new flight, but were in fact only on standby. Go! Mokulele does not have assigned seating so this was not obvious to us from the boarding passes we received.
We patiently waited 3 hours and lined up with the other passengers to board the flight YV1026 when it was called. When we got to the front of the line we were informed that we did not have proper passes and asked to step aside until the other passengers had boarded. The same thing happened to 11 other passengers. The plane had only 50 seats so Go! Mokulele had overbooked by 17 people from the previous flight 2 hours earlier and based on the reaction of the passengers failed to inform any of them of this fact and that we had a very low probability of making the flight. Even as the plane was boarding one agent stated they were trying to find someone to give up their seats for us It was absurdly late in the process to make that statement, but (as we were soon to learn) was consistent with Go! Mokuleles apparent strategy of dealing with bumped passengers by appeasement through misinformation.
We expressed our displeasure to the gate agents. They informed us they had made offers to passengers to give up their seats for a later flight in exchange for another round trip ticket. During the waiting time we heard this offer made just once over the public address system. No additional offers with increased compensation incentives were made, as is common with other airlines with overbooked flights.
We continued to question the agents as to what other arrangements would be made for us. We were told they could no longer help us and we needed to wait for their Supervisor to advise us of next steps. Mr. McDaniels was now working at the gate and I asked him why he hadn’t bothered to inform us of the fact we were not confirmed for the flight so that we might have spent the 3 previous hours working on alternatives with other airlines. He claimed he did inform us, but when pressed as to why he spent extra time trying to confirm a connection we had no chance of making he looked dumbfounded and offered no explanation or apology.
After an approximately 30 minute wait the supervisor Heather Borges finally appeared and informed the group of stranded passengers that all Go! Mokulele flights were fully booked that day, that no seats were available with other airlines, and that the best they could do is reschedule us with flights for the following day and provide us with a hotel room for the evening. We began calling other airlines and discovered there were flights available. When we brought this to the attention of Ms Borges she stated we were free to purchase those tickets ourselves, but as they were with airlines with which Go! Mokulele did not have reciprocal arrangements (which appeared to be almost all of the airlines departing from that particular airport) she could not exchange our reservations for them. She said she could provide us with a customer service number to contact for a refund for the Go! Mokulele flight if we chose to purchase a different ticket.
Having now spent over 4 hours being misled and given the run around by the Go! Mokulele staff, we decided to purchase alternative seats so that we could not be held hostage by them again the next day. This took approximately 10 minutes to accomplish with the Hawaiian Airlines over the phone. We asked Ms Borges to arrange for our connecting AA reservations to be transferred to the next available flight and to have our checked luggage returned to us. We were told to go to a specific baggage claim area to collect the luggage. We decided to divide and conquer, with one group of our party heading to the baggage area, and the other group to the check in desk to ensure they followed through with the request to coordinate the change of our AA flights.
After a further hour and a half of waiting, misinformation and misstatements from various Go! Mokulele staff as to the whereabouts of ours bags, Ms Borges finally returned with boarding passes for the same AA connecting flight for the following day and a voucher for 2 hotel rooms in Honolulu. She informed us that our bags had been sent to Honolulu on the plane we were not able to board. She said the Go! Mokulele ground staff there had been told to hold them for us to collect, and when pressed provided us with the first name and contact phone number for the Go! Mokulele baggage manager in Honolulu.
It is interesting to note the while our group was waiting in the baggage claim area, they were approached more than once by Airport staff offering assistance. When told they were waiting on bags to be returned for a cancelled flight the response was “Are you flying with Go! Mokulele?” followed by a statement to the effect that this situation was a regular occurrence. Our group waiting at the ticket counter also noted the interaction between other frustrated passengers from the cancelled flight trying to get indifferent and generally unhelpful Go! Mokulele staff to assist them.
We finally arrived in Honolulu 10 hours after we had arrived at the Lihue airport and over one thousand dollars poorer for the additional tickets we had purchased. We went to the Go! Mokulele baggage claim area and spoke with Kawai Dudoit (last name only provided with much reluctance) the baggage manager. After a further 30 minutes of searching storage areas and records, she informed us our bags had been delivered to AA and that no one from Lihue had contacted her asking her to hold the bags. When asked if the bags were still in Honolulu or were now in San Francisco, she offered to text AA and call me when she received a response. Not surprisingly I never heard from her again.
I spent a good portion of the 24 hours lost in transit doing online research on Go! Mokulele, something I now wish I had done prior to making our reservations. It is clear from reading reviews on various websites that our experience is not a unique one. One would assume that given the frequency of cancelled flights and disrupted travel schedules, the Go! Mokulele staff would be very experienced and equipped to quickly and efficiently inform travelers of their alternatives and assist them in getting their travel plans back on track. It appears the Go! Mokulele team deliberately employs the opposite approach, instead misdirecting and misleading passengers until they grow frustrated enough to purchase alternative tickets and then engage their customer service department to attempt to obtain a refund. I have yet to experience that process but I hold out little hope for a successful outcome given the customer service experience we have encountered thus far with this airline.

[jimworcs]

One of the most shocking aspects of the massive decline in service standards on all US based airlines is the willingness of staff to lie to vulnerable passengersvto get them away from the desk. Go sound bad, but that same story could have been told about Delta, United or US Airways. The number of bare faced liars working for US based airlines isvastonishing. It cannot be a coincidence and I strongly believe that many of the decidedly stupid employees have actually been trained to lie to customers to get them away from the desk. Perhaps passengers should write down what the staff are saying and ask them to sign it, or video them on their phones. At least you could take that to court.