- -       ATTENTION: Welcome aboard Mokulele Airlines. We are pleased to announce our four newest routes between: Kalaeloa and Moloka'i, Kalaeloa and Kapalua, Kapalua and Moloka'i, and Kapalua and Hana! --      
FAQ's

About Kids

Airport Check-In

Airport Information

Baggage

Bikes

Boarding Passes

Cash/Checks

Customer of Size

Fares

Flight/Gate Information

Medical Oxygen & Medical
Portable Electronic Devices

Mokulele Airlines

Inflight Assist

Pack Your Stuff!

Personal Assist Devices

Pets

Pre-Boarding Assist

Refunds

Reservations

Safe & Secure

Seat Assignment

Special Assistance

Security

Safety Assistant

Safety Briefing Assist

Service Animals

Telecommunication Device for the Deaf (TDD)

Ticket Counter/Gate Access

Travel Vouchers / Prize Letters

Touchdown!

TSA Policy on Liquids and Containers

Wheelchair Stowage

Wheelchair Batteries


About Kids

May I book a reservation with children on www.mokuleleairlines.com?
Passengers under 12 years of age are deemed “accompanied” and will be accepted for
transportation when traveling on the same flight and in the same compartment with an Adult Passenger.
Proof of age of the Passengers may be required by MW. Infants, Children and Minors will be considered
accompanied when they are traveling with their Legal Guardian or one of their parents irrespective of the age
of the parent or Legal Guardian.

May I bring my child’s car seat on board?
Children unable to sit upright with the seat belt fastened must be carried in an approved infant/child seat, if not being held by an Adult Passenger as a lap child. Infant/child seats:
(A) Must be FAA approved and be clearly marked with the original NHTSA label.
(B) Must be used in unoccupied aircraft seats and cannot be held in an adult’s lap.
(C) Must remain properly secured to an aircraft seat at all times unless stored as a carry-on.

Note: Bassinets, infant seats and strollers may be accepted as checked baggage at no extra charge. These items are not considered part of the customer’s free baggage allowance.

Is a birth certificate required for age verification?
One child over 3 days and under 24 months of age not occupying a seat may be carried for free by a customer paying the applicable adult fare. A birth certificate is required to validate the age of all infants under 24 months. Infants 3 to 7 days need a physician’s note stating that they are healthy for air travel.

Mokulele Airlines does not offer children’s fares. Accompanied children ages 2 to 11 will be charged the applicable adult fare for the flight.

Do you charge a service fee for children flying alone?
Yes, the fee is $25 for travel wholly on Mokulele Airlines. Children/Minors five to 12 years of age are deemed “unaccompanied” when traveling alone or not accompanied on the same flight and in the same compartment by a companion Passenger at least 15 years of age or with their Legal Guardian or parent(s). The most restrictive Unaccompanied Minor acceptance policy or embargoes may apply for interline and Code-share partner travel. Children under five years of age must be “accompanied” and will not be accepted as “unaccompanied” under any conditions.

Can I book a reservation for my child who is traveling alone?
Reservations of children aged five (5) through twelve (12) traveling alone must be booked through the Reservations Center; online reservations for these passengers will not be accepted. Call Center fees will not apply to unaccompanied minor reservations booked through the Reservations Center.


Airport Check-In

When can I check-in for my flight?
1. For Passengers who do not need to check baggage, Passenger must complete the purchase of the ticket(s), check-in and obtain a boarding pass at least 30 minutes prior to scheduled departure.
2. For Passengers who need to check baggage, Passenger must complete the purchase of the ticket(s), check-in, obtain a boarding pass, and complete baggage check-in at least 45 minutes prior to scheduled departure.
3. All guests must be at the boarding gates no later than 15 minutes prior to departure. Guests must be boarded or on board the aircraft 10 minutes prior to the departure as reservations will be subject to our no show / cancellation policy.
4. Mokulele recommends that all customers check-in at least 45 minutes prior to scheduled departure time.

Do I need to check-in at the airport if I checked in online?
If you printed your boarding pass online at www.mokuleleairlines.com and are not checking bags, you may go directly to the gate. Please ensure that you arrive at the gate at least 30 minutes prior to departure. If you did not print your boarding pass online and are not checking bags, please check in at the Mokulele Airlines ticket counters at least 30 minutes prior to departure. For those passengers checking bags we recommend that you check in at the Mokulele Airlines ticket counters at least 45 minutes prior to departure.

What happens if I cannot make my flight?
If a Passenger fails to occupy space which has been reserved for him/her on a flight of MW and MW fails to receive notice of the cancellation of the reservation before the departure, or if any carrier cancels the reservation of any Passenger, MW may cancel all reservations (whether or not confirmed) held by such Passenger on the flights of MW or any carrier for continuing or return space, provided MW or an authorized agent of MW originally reserved that space.

Where can I find information on Mokulele Airlines’s location at my departing airport?
Click here to go to Airport Information


Baggage

How many bags am I allowed to check?
MW will accept one piece of Carry-on Baggage at no cost, which, for purposes of this Rule, is referred to as the Carry-on Baggage Allowance. The charge for the 1st checked bag is $15, 2nd checked bag is $17, and three or more checked bags are $25 each.

What are the weight and size restrictions for baggage?
Carry-on Baggage is subject to Maximum Outside Linear Dimensions of 45 inches (add the length, width and height together) 22″ tall x 14″ wide and 9″ long (114 cm) and a maximum weight of 15lbs on the Cessna Grand Caravan aircraft.
No articles will be accepted for transportation if the Maximum Outside Linear Dimensions exceed 115 inches (292 cm) or if the article weighs more than 70 pounds (31.8 kg) or if the aircraft in use does not yield itself to the carriage of the Baggage except as provided in this Rule. Exception: Wheelchairs and assistive devices per Part 382 will be accepted for transportation if the Maximum Outside Linear Dimensions exceed 115 inches (292 cm) or if the article weighs more than 70lbs. (31.8 kg).

What are your fees for excess, oversized, and/or overweight luggage?
USD $25.00 per piece for additional bags; MW cannot guarantee transport of items with passenger if more than 2 items are presented as Excess luggage. MW will not be responsible for delivery of excess items that do not arrive with passenger.

What is Mokulele Airlines’s liability when transporting baggage?
MW has the right to refuse to accept Baggage without a signed release of liability from the Passenger if the Passenger fails to present the Baggage within the following time limits preceding scheduled departure time of applicable flights as follows:
(A) For Domestic flights, Passenger must check-in Baggage at least 30 minutes prior to scheduled
departure.
(B) For Interline connection flights to the Mainland, you will need to recheck your luggage at the respective airline as our luggage does not undergo proper Agriculture & TSA screening from the smaller airports in Hawai’i.

How do I report a baggage claim?
Notice of missing, damaged, or pilferaged checked baggage must be reported to a Mokulele Airlines ticket counter agent within 4 hours of the arrival of your flight.


Bikes

Special items such as bicycles are not included in the customer’s baggage allowance and are subject to an extra charge. The additional charge is $25 one way to transport a bike as cargo. Bicycles must be disassembled and in a travel or hard-sided bicylce box. Bicycles are space available only.

Please see the baggage weight and size restrictions above for more information about how large and heavy the case can be.


Boarding Passes

Boarding passes are only issued at the Mokulele Airlines check-in counter in Honolulu. These boarding passes will provide access to the security gate check-in at the Honolulu airport terminal. All other Mokulele destinations do not have TSA screening and do not require boarding passes prior to board plane.


Cash/Checks

Can I pay for my reservation with cash or check?
Mokulele Airlines no longer accepts cash.  However, for your convenience, we accept Visa, MasterCard, and American Express for payment at all Mokulele Airlines ticket counter locations, our website, and our reservations center. Please visit our Airport Info section and view location hours by clicking on the airport in your area.

Mokulele Airlines does not accept personal or company checks, except for those issued by travel agents, government, and educational facilities. State of Hawai’I employees are urged to use your P-Card.


Customer of Size

Mokulele Airlines is not able to transport customers whose body weight exceeds 350 pounds(159 kg) due to aircraft limitations.


Fares

What if my fare is no longer available?
Fares are only guaranteed once purchased. Many of our lowest fares sell quickly due to high customer interest. With certain discount fares, seating may be limited and certain restrictions may apply. All fares are subject to change without notice and until purchased.


Flight/Gate Information

All flight information is visually displayed for all customers. Ticket and gate agents provide verbal flight information including arrival announcements, boarding announcements, and any flight irregularity information. Passengers who require information be relayed via alternate means should self-identify upon check-in.


Medical Oxygen & Medical Portable Electronic Devices

Assist devices such as ventilators, respirators and portable oxygen concentrators may be used onboard the aircraft provided they are FAA approved. Mokulele Airlines does not provide nor transport supplemental (medical)oxygen onboard.

If you require medical oxygen, you can travel with approved models or portable concentrators (POCs):

  • AirSep FreeStyle
  • AirSep LifeStyle
  • Inogen One
  • Resperonics Evergo
  • SeQual Eclipse
  • Delph Medical Systems’ RS-00400
  • Invacare Corporation’s XPO2
  • DeVilbiss Healthcare Inc.’s iGo
  • International Biophysics Corporation’s LifeChoice
  • Inogen Inc.’s Inogen One G2
  • Oxlife LLC.’s Oxlife Independence Oxygen Concentrator

 

Physician’s statement:
To use a POC in flight, you must show a physician’s statement at the gate. The physician’s statement must state:

    • That you are able to hear/see the alarms/indicators and take appropriate action when necessary.
    • Whether oxygen is necessary for all or a portion of the trip (constant or intermittent).
    • The maximum oxygen flow rate corresponding to the pressure in the cabin of the aircraft under normal operation conditions.

Before you travel

  • You must carry an adequate number of fully charged batteries onboard, based on the battery manufacturer’s estimate of the hours of battery life while the device is in use and the information provided in the physician’s statement, to power the device for not less than 150% of the expected maximum flight duration and damage.
  • Mokulele Airlines recommends that passengers plan to bring 50% more batteries than recommended to ensure they have enough to last throughout the flight.
  • You must ensure that extra batteries carried on board to power the device are packaged and protected from short circuit and damage in accordance with SFAR 106, Section 3(b)(6).
  • You must notify Mokulele Airlines (or the operating carrier on a code-share flight) 48 hours before scheduled departure to learn the expected maximum duration of your flight in order to determine the required number of batteries for your particular ventilators, respirators, continuous positive airway pressure machine, or POC.
  • All devices must be inspected prior to being accepted for transport to ensure they have met FAA approval. POCs acceptable for transport will have an FAA approval on the manufactures label. Please check with the manufacture to see if your device is FAA approved.

 

Please contact a Mokulele Airlines Customer Care representative for more information.


Mokulele Airlines

How far is the Commuter Terminal from the Inter-Island Terminal?
The Honolulu Airport Commuter terminal is located next door to the Inter-Island Terminal, on the north (mauka) side. The Commuter Terminal is between the Inter-Island Terminal and Nimitz Highway, just across from the post office.

Does Mokulele Airlines offer seat assignments?
No, Mokulele Airlines does not offer seat assignments.

What if I have a connection to another airline?
Passengers with connections to other airlines must ensure they have adequate time between their inter-island and international or mainland connections. We recommend a minimum of 1.5 hours, but in some cases (connections in Honolulu, traveling with checked bags, etc.) we strongly recommend a connection of 2 or 3 hours.


Inflight Assist

There are no flight attendants on Cessna 208 aircraft. Passengers must be able to board and stow their own belongings for departure, gather their own belongings upon arrival, and deplane on their own from the airstairs.


Pack Your Stuff!

Each customer is permitted to carry up to one(1) item and one small personal item on board the aircraft. We recommend you include any medications or other essential items in your carry-on luggage.

Our airplanes do not have refrigerators onboard, so please plan accordingly.

If you use needles/syringes to inject medication, you must have appropriate medical documentation with you that verifies your medical condition and need for the medical procedure in case security officers at the airports have questions.


Personal Assist Devices

Customers may take wheelchairs, walkers, canes, crutches, or assist devices, in addition to one (1) carry-on item and one small personal item. Devices can be stowed in an overhead bin, underneath the seat or in the aft cargo bin. A device can be stowed if it meets the size and weight restrictions for approved storage space on the aircraft.

Please contact a Mokulele Airlines Customer Care representative for more information.


Pets

What pets do you allow and do you charge a fee?
Your household pet, such as a dog or cat, may travel with you in the passenger cabin provided your pet is in a kennel small enough to fit under the seat. There is a $25 fee each way for this service. Only one pet per passenger is allowed in the cabin. Pets cannot be transported in the baggage compartment. Service animals that assist customers with a disability are allowed in the passenger cabin at no extra charge.

Do I need to bring medical documentation for my pet?
No, not for inter-island travel.

What size kennel do I need for my pet?
If your pet is traveling with you in the cabin, the dimensions of your pet’s kennel must not exceed 15″W X 14″D X 10″H, and the kennel must fit under the seat. Soft-sided kennels are allowed in the cabin. Your pet must be free to stand in an upright position and move about the kennel. The kennel is subject to inspection and approval by Mokulele Airlines Each passenger is responsible for assuring that the kennel meets all government requirements for safe and humane transport.

If I am traveling with a pet, can I book my reservation online?
No. If you are traveling with a pet, please call the Mokulele Airlines reservation center toll free at or (866) 260 7070 to book your flight.

Can you transport chickens & roosters?
No. Mokulele Airlines can not transport fowl as a pet or as air cargo.


Pre-Boarding Assist

There are no aisle chairs on Cessna 208 aircraft. Passengers must be able to board and deplane on their own from the airstairs or have a travel companion who can assist.


Refunds

How do I obtain a refund?

To obtain a refund please contact Mokulele Customer Care at (866) 260 7070 or e-mail customercare@mokulelehawaii.com.


Reservations

How many passengers can be booked on a reservation?
You may book up to six (6) passengers on a reservation.

If I want to book more than six passengers, what do I do?
The seating capacity on Mokulele Airlines fleet is 9 passengers. Should you need more seats, please contact us for charter or special pricing at 866 260 7070 or email customercare@mokulelehawaii.com.

Is there a charge for booking over the phone?
Yes, bookings made through our reservations call center are subject to a $15 booking fee.

How far in advance can I book a reservation online?
Our Daily Routess are loaded 330 days in advance; therefore, you are able to book reservations online up to almost a year in advance.

Can I book a reservation online for same day travel?
You can book on our website www.mokuleleairlines.com up to 3 hours before any flight’s scheduled departure. You may also visit a Mokulele Airlines airport ticket counter or call the Mokulele Airlines reservation center toll free at (866) 260 7070 up to two (2) hours before scheduled departure.

How do I correct a misspelled name on my reservation?
Please call the Mokulele Airlines reservation center toll free at (866) 260 7070.

How do I change my reservation?
Please call the Mokulele Airlines reservation center toll free at (866) 260 7070 or enter your last name and Mokulele Airlines reservation number at our booking engine which should allow for changes when booked online at our website.

Can I change the return segment of my itinerary if I have already flown the outbound segment?
Yes, please call the Mokulele Airlines reservation center toll free at (866) 260 7070.

How much does it cost to change my reservation?
Except for special fares referencing specific restrictions, changes may be made up to 24 hours prior to departure for $20 per customer plus any difference in airfare for the alternate requested dates or flights. For travel to the same destination, passengers may standby for any flight departing earlier on the same day as the original departure without a change fee, but will be responsible for paying a change fee and any fare differences due to traveling in a different class of service or on a flight later than their original scheduled departure.

One of the passengers on my reservation cannot travel with me. How can I remove a passenger from my reservation?
Please call the Mokulele Airlines reservation center toll free at (866) 260 7070.

What is your cancellation policy and how do I cancel my reservation?
Our cancellation policy, change fees, and penalties vary according to the type of ticket you purchased. Please refer to the applicable fare rules, however most fares require a $20 USD cancellation fee per passenger. Most fares are nonrefundable, however the value is good for up to 1 year when converted to a voucher, less any fees. Please note that failure to provide advance notice of cancellation will result in the forfeiture of your reservation and its value. To cancel your reservation, please call the Mokulele Airlines reservation center toll free at or (866) 260 7070.

Can I cancel the return portion of my itinerary if I have already flown the outbound?
Yes, you will need to call the Mokulele Airlines reservation center toll free at (866) 260 7070.

What happens when I cancel a non-refundable reservation?
Unless otherwise stated in your ticket’s fare rules, your ticket is only valid for 12 months from date of purchase. Keep your original ticket and confirmation number. Once you are ready to reuse it within 12 months of original purchase, we will exchange that unused ticket for a new booking. At that time we will also collect any additional airfare and fees that apply.

What happens if I do not cancel my reservation by calling the Mokulele Airlines reservations center?
If a passenger doesn’t cancel ahead of time, doesn’t show up for a flight, or doesn’t board the aircraft for any reason, his or her reservation will be automatically cancelled. Additionally, all remaining flights on that itinerary will also be cancelled and the passenger will forfeit the value of her or her reservation.


Safe & Secure

Airport security screening is required for all customers departing Honolulu International Airport, and wherever applicable by TSA. A hand search can be performed for people with disabilities and private screenings are available upon request.


Seat Assignment

Mokulele Airlines does not offer assigned seating, but we will do our best to honor specific seating requests for customers with disabilities. Some seats may be restricted in order to comply with FAA safety regulations and weight & balance.


Special Assistance

Mokulele Airlines is happy to assist you in case you require special assistance. We want your flying experience to be safe, comfortable, and enjoyable. Let us know how we can better assist you. Although we do not require information concerning the extent of your disability, the more you can share with us about your travel needs the better we are able to assist you. Please e-mail us at customercare@mokulelehawaii.com.


Security

How can I tell whether my browser has adequate security for exchanging private information via the Web?
Your browser should support 128-bit encryption. For the two most common browsers, follow these instructions to find out your browser is level of encryption:

Internet Explorer: At the top of the browser window, select Help > About Internet Explorer. Check whether your browser supports 128-bit encryption.

Firefox: At the top of the browser window, select Help > About Firefox. Check whether your browser supports 128-bit encryption.

How can I obtain a browser with 128-bit encryption technology?
Contact the company that provides you with Internet access (e.g., your local Internet service provider, America Online, Microsoft) or visit the website of the company that makes your browser (e.g., Microsoft for the Internet Explorer browser, Mozilla for the Firefox browser, etc.). Upgrades are usually available for download, free of charge.

Is it safe for me to send my credit card and personal information over the Web?
Mokulele Airlines takes every practical precaution to protect your confidential information. When you book your reservation on www.mokuleleairlines.com, we require you to use a web browser that has security technology, also known as encryption technology, to ensure that your credit card and personal information are safely transmitted via the Internet.

How can I tell if my connection to mokuleleairlines.com is secure?
You will see on certain pages a security icon or symbol (for example, a padlock) in the lower right-hand side of your screen. This symbol generally appears on pages from which we collect sensitive information. If the symbol is there, it means that data you submit on that page is encrypted. Encrypting data helps us to stop unauthorized third-parties from accessing your data while it is being sent to our system.


Safety Assistant

An safety assistant will be required for the following:

  • Any customer who, because of a mental disability, is unable to understand or respond appropriately to safety instructions from Mokulele Airlines personnel.
  • Any customer with mobility impairment so severe the person would be unable to assist in his or her evacuation of the aircraft in the event of an emergency.
  • Any customer with both severe hearing and severe vision impairments that the customer would not be able to establish communication with Mokulele Airlines personnel so a safety briefing can be given.
  • Customers who advise Mokulele Airlines they fit into one of the above categories will be required to provide their own safety assistant. The assistant must pay the fare applicable at the time the reservation is made.

 


Safety Briefing Assist

Please let us know if you are deaf, hard of hearing, or have other special needs, so we can provide you with information or an individual safety briefing if you wish.


Service Animals

MW accepts for transportation, without charge, trained Service Animals for travel with a Qualified Individual with a Disability who requires the animal to assist them in the performance of necessary activities. The animals will be permitted to accompany the Passenger into the cabin, if they meet the conditions of acceptance. Please bring a certified letter from your medical practitioner advising you have a service animal. Service animals are prohibited by the FAA from blocking aisles & exit pathways in and out of the aircraft, so there may be size limitations.


Telecommunication Device for the Deaf (TDD)

TDDs are available at most airports and are appropriately marked. Our customer service agents will be happy to assist you in locating TDDs.

Mokulele Airlines reservations and customer care may be reached via Dial 711 Telecommunications Relay Service. Information regarding Dial 711 may be found here.


Special Service Requests

How can I make a special services request?
The final itinerary review page on our website (just before you purchase a ticket) contains a drop down box of various special service requests. Please select the special service you need before you purchase your ticket. Alternatively, you may also call the Mokulele Airlines reservations center toll free at (866) 260 7070.


Ticket Counter/Gate Access

Mokulele Airlines works closely with the airports we serve to ensure that all facilities are accessible to everyone. If facilities are not accessible please let us know.


Touchdown!

At your destination airport, we can provide deplaning assistance and make available your personal wheelchair at the gate or at the baggage claim, whichever you prefer. If you choose to have your wheelchair delivered at baggage claim, we will provide wheelchair service to the claim area. To expedite the deplaning process, customers who request wheelchair service will be assisted off the aircraft after all other customers have deplaned.

For additional information, you may review the Department of Transportation regulations on Non Discrimination on the Basis of Disability in Air Travel (14 CFR part 382). The link to this site is http://airconsumer.ost.dot.gov/rules/rules.htm.

The Department of Transportation offers copies of this regulation in accessible formats. For further information please visit http://airconsumer.ost.dot.gov/index.htm.

Listed below is some brief information on services that we provide. We hope the following information will be helpful as you plan your trip.

Please call Mokulele Airlines reservations toll free at (866) 260 7070 to request special assistance if there is a need that is not addressed by the options available online.


Travel Vouchers / Prize Letters

How do I redeem my travel voucher or refund voucher?
All travel vouchers must be redeemed by calling the Mokulele Airlines reservations center toll free at (866) 260 7070.

Please note that travel vouchers cannot be redeemed for cash and cannot be used to pay for service fees or fare differences.

When does my travel voucher expire?
If your travel voucher was created based on an existing reservation (a cancellation or a difference in airfare), travel must be booked and completed using that travel voucher within one (1) year from the booking date of the original reservation.

If your travel voucher was created as goodwill for future travel or was a promotional give away, travel must be booked and completed within one (1) year from the date the travel voucher was issued.


TSA Policy on Liquids and Containers

Liquids, gels and/or aerosols are permitted through security checkpoints but must be declared to TSA. Items must fit in one clear, re-sealable quart or liter-sized plastic bag, in containers of 3.4oz/100mL or less. Only one bag is allowed per passenger.

Plastic bags must be completely sealed and will be x-rayed at the security checkpoint separately.

The following items are allowed, but must be presented to officials at security checkpoints if they are not contained in clear plastic bags or are of greater volume than 3.4oz/100mL:

  • Baby formula/milk, including breast milk, and baby food in containers if a baby or small child is traveling.
  • Medications (liquid, gel or aerosol).
  • Liquids, juices or gels for diabetic passengers who indicate a need for such items to address their medical condition. (A letter from your physician is not necessary).

Passengers are permitted to take liquids, gels, and/or aerosols purchased in the boarding area onboard the aircraft.

Learn more about TSA policies at http://www.tsa.gov/.


Wheelchair Batteries

If the wheelchair is electric, please identify the specific battery type so employees may establish correct federal “dangerous goods” handling procedures. Wet-cell batteries are considered spillable, so we need to make special preparations to transport them by air. We will have to disconnect the battery and protect the terminals against electrical shorting. We will have to remove the battery if we cannot fit your wheelchair equipment upright through the aircraft cargo compartment door. The battery will be shipped in Mokulele Airlines’s battery box to meet all federal handling requirements. We cannot transport damaged or leaking batteries by air.

Dry cell and gel-cell batteries are considered non-spillable and fewer requirements are required for their safe handling. We can leave powered wheelchair batteries attached when the equipment fits upright through the aircraft cargo compartment door. Mokulele Airlines personnel will disconnect the battery post connectors and wrap each post connector with tape to prevent electrical shorts during shipping.


Wheelchair Stowage

Cessna 208 aircraft are not equipped for onboard wheelchair stowage.

You can check your wheelchair at the ticket counter or the gate. We appreciate your checking powered equipment that may require disassembly at the ticket counter so we can arrange for proper handling. You may use Mokulele Airlines wheelchair equipment after checking your personal wheelchair. Since you know your wheelchair best, please provide instructions on assembly and disassembly, if necessary, to properly store it on the aircraft. Detachable items such as seat cushions and footrests can be carried onboard or checked with the wheelchair in the cargo compartment.

To insure all customer’s needs are accommodated, advance notice of powered equipment is appreciated.

Please note: Mokulele Cessna 208 aircraft are NOT ADA equipped or accessible. It is important that you have a travel companion or someone to assist you in the event of an emergency.