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Medical Waiver Request

We understand that medical issues can cause last minute changes to your travel plans.  Our goal is to help you make those changes with minimal stress and effort.

First, if you purchased travel insurance when you booked your ticket on HawaiianAirlines.com, you may be eligible for a claim.  You can visit our Travel Insurance page for more information on how to file a medical claim.

If you or someone with whom you’re traveling with has been hospitalized, we will waive or refund any change fees you incur as result (up to a maximum of $200 per person).  However, you will still be responsible for any fare difference that results from the change.

To qualify for this refund or one-time waiver, you must be the hospitalized party, travel companion(s) or an immediate family member(s). Proof of relation may be requested.

Here's How to Apply for a Medical Waiver Request

  1. Complete the Medical Waiver Request Form below. Be sure to have the attending physician sign the form.

    Medical Waiver Request Form (PDF)

  2. Once you have completed the Medical Waiver Request Form, please submit it to Hawaiian Airlines’ Consumer Affairs Office online, by fax or by mail:


    By Fax By Mail
    HawaiianAirlines.com/CAO 1-808-838-6777 Hawaiian Airlines
    Consumer Affairs Office
    PO Box 30008
    Honolulu, HI 96820
  3. If you are unable to download the Medical Waiver Request Form, please call our Customer Advocate line at 1-888-246-8526, Monday-Friday between the hours of 8:00 a.m. and 4:30 p.m. HST, and we’ll be happy to assist you.

  4. Our Consumer Affairs department will process your waiver request as quickly as possible and respond to you no later than 30 business days after your request has been received.

Definition of Immediate Family

Unless otherwise defined in a specific rule, “immediate family” means:

  • Spouse
  • Child
  • Parent
  • Sister
  • Brother
  • Stepparent
  • Stepchild
  • Stepsister
  • Stepbrother
  • Grandparent
  • Grandchild
  • Step grandparent
  • Step grandchild
  • Mother-in-law
  • Father-in-law
  • Son-in-law
  • Daughter-in-law
  • Brother-in-law
  • Sister-in-law

Definition of Travel Companion(s)

For Hawaiian Airlines’ Medical Emergency policy, travel companion(s) is defined as any guest traveling on the same itinerary.

To view this policy within our Contract of Carriage, please click here.

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