Mokulele Airlines | Hawaii's Favorite Island HopperMokulele Airlines | Hawaii's Favorite Island Hopper
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FAQ

FAQ


About Kids

May I book a reservation with children on www.mokuleleairlines.com?

We have made changes to our Children and Unaccompanied Children program. The current rules and policies can be found in our Contract of Carriage, Rule 10 (Acceptance Of Children and Infants).

Reservations with children under the age of 18 can be made via our website but only if booked at the same time with an adult who is 18 years of age or older. The system will validate ages. Please do not ‘fudge’ ages, as we impose a fee of $100.00 if ages are fraudulently given. You can also ring our Call Center at (808) 495-4188 to make reservations for both adults and children.

To make a reservation just for child/ren (under 18 years of age), please see the next item What are the terms for Unaccompanied Minors.

What are the terms for Unaccompanied Minors?

We have made changes to our Children and Unaccompanied Children program. The current rules and policies can be found in our Contract of Carriage, Rule 10 (Acceptance Of Children and Infants).

Anyone under the age of 18 is considered a child. If children are traveling without an accompanying adult 18 years of age or older, they are considered ‘Unaccompanied.’ There are differing rules Depending on the age of the child/ren. Please review Rule 10 for details.

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 National Highway Traffic Safety Administration (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.
(D) When an additional seat is reserved for the infant carrying seat for the infant, a ticket must be purchased at the lowest fare available.

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

A birth certificate may be required to validate the age of all infants under 24 months. It is highly suggested that you have it readily available if the child looks to be around 2 years of age.

Airport Check-In

When can I check-in for my flight?

We suggest that you be at the station and checked in with any baggage at least 30 minutes prior to scheduled flight time.

For any minors traveling alone (Unaccompanied), they need to be checked in with any paperwork completed 45 minutes prior to scheduled flight time.

Failure to check in before the required time will result in loss of confirmed seats and probable loss of ticket value. Please contact our Call Center at (808) 495-4188 prior to your scheduled departure to see what can be done.

Baggage

How many bags am I allowed to check?

You are allowed one carry-on item and one personal item at no cost. Each item cannot weigh more than 15 lbs. Due to cabin space limitations, your carry-on may need to be placed in our baggage compartment but would be at no cost to you.

The charge for the 1st checked item is $20, 2nd item is $30, and $50 for each item over 2. Any item over 3 will travel as standby baggage if there are space or weight limitations.

Carry-on items are subject to a Maximum Outside Linear Dimension of 45 inches (normal sizing is 22″ tall x 14″ wide and 9″ long) and a maximum weight of 15 lbs. If your carry-on is reaching the maximum size as shown above, it will be placed in our baggage compartment but would be at no cost to you.

Baggage (bags, boxes, folded wheelchairs, etc.) will be accepted for transportation if the Maximum Outside Linear Dimensions does not exceed 15″ tall x 30″ wide x 45″ long and is no more than 70 lbs.

Baggage that is greater than 50 lbs. will be assessed a $35 Heavy Fee in addition to the normal baggage fee. The maximum weight allowed for any individual piece is 70 lbs.

We have the right to refuse to accept baggage.

Passenger must also sign a liability release for anything that is deemed non-standard luggage (to include boxes, coolers, containers, etc.) or if an item shows any signs of damage. Normal wear-and-tear will not be subject to any claim for damage. We will also not transport any item that we feel may contain illegal substances, and reserve the right to inspect and have law enforcement present to confiscate any illegal substances.

You must be at the station and checked in with any baggage at least 30 minutes prior to scheduled flight time.

For an interline connection flight to the mainland or international destination, you will need to claim your luggage at your Mokulele destination airport, then recheck your luggage at the respective airline due to TSA screening requirements.

Notice of missing, damaged, or theft from checked baggage must be reported to a Mokulele ticket counter agent within 1 hour of the arrival of your flight.

Travel Vouchers / Prize Letters

How do I redeem my travel voucher or refund voucher?

Travel vouchers cannot be redeemed for cash.

Vouchers or unused ticket credit from a previously canceled reservation can be used for future travel. Each instance comes with its own values, expirations, and restrictions or rules.

You will need to contact our Call Center at (808) 495-4188 and advise the agent assisting you that you want to redeem a voucher or travel credit. They will be able to assist you with the criteria and verify the value.

Other FAQ's

Bikes, Surfboards, and other sports equipment (such as Rifle & Bow cases)

Special sports items such as surfboards, bicycles, rifle cases, speargun equipment, and archery cases are not included in any customer’s baggage allowance and are subject to an extra charge of $35 per item up to 50 lbs. (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 are not issued at any of the Mokulele Hawaii check-in counters and are not required for transport. Our agents will escort you to and from our planes.

Mokulele Airlines no longer accepts cash. However, for your convenience, we accept Visa, MasterCard, Discover, JCB, and American Express cards for payment at all Mokulele airport counters, our website, and our reservations center.

Mokulele Airlines does not accept personal or company checks.

Fares are only guaranteed once purchased. Many of our lowest fares sell quickly due to high customer interest and demand. With certain discount fares, seating may be limited and certain restrictions may apply. All fares are subject to change without notice.

Arrival and departure flight information is verbally announced over existing Public Address systems at our stations. Our airport staff makes announcements to advise of boarding times, boarding status, and information pertaining to any flight irregularity.

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

If you require medical oxygen, you can travel with approved portable concentrators (POCs) such as (list is not always current):
• 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

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.
• 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 our Call Center at (808) 495-4188 for more information.

No, Mokulele Airlines does not offer seat assignments.

Guests with connections to other airlines must ensure they have adequate time between their international or mainland connections. We recommend a minimum of 1.5 hours for flights to the continental U.S. and 2.5 hours for international flights.

There are no flight attendants on our Cessna Grand Caravan aircraft. Guests must be able to board and stow their own belongings for departure and gather their belongings upon arrival, and enplane and deplane on their own from the air stairs.

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.

Customers may take a wheelchair, walker, cane, crutches, or personal assist devices, in addition to your allowed carry-on and personal item. A device can be at your feet if it meets the size and weight restrictions for approved storage space on the aircraft. Our aircraft does not have any overhead bins or under-seat storage.

All seats on our Cessna Grand Caravans are aisle and window seats. Guests must be able to enplane and deplane on their own from the airstairs or have a travel companion who can assist. We cannot provide any assistance.

To obtain a refund, please contact Mokulele Customer Care at (808) 495-4188 or e-mail [email protected].

You may book up to nine (9) guests on a reservation.

The seating capacity on our Grand Caravan fleet is 9 passengers. Should you need more seats, please contact us for charter information at (808) 495-4188 or email [email protected]

Bookings made through our Call Center are subject to a $20 booking fee per reservation.

Our daily routes are loaded 90 or more days in advance; therefore, you are able to book reservations online up to 3 months in advance.

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 contact our Call Center at (808) 495-4188 up to two (2) hours before scheduled departure. Bookings or changes within 2 hours prior to the flight’s departure time can only be done at the airport.

Please contact our Call Center at (808) 495-4188.

Please contact our Call Center at (808) 495-4188 to see if your fare allows changes. If allowed, a $25 change fee per person will be assessed, plus any fare difference from your original fare.

Our cancellation policy, change fees, and penalties vary according to the type of ticket you originally purchased. Our Call Center agent can assist you with verifying a cancellation is possible. Please refer to the applicable fare rules. Most fares incur a $25 USD cancellation fee per passenger.

Most fares are nonrefundable; however, depending on the fare, a credit for the unused portation may be possible and good for one year from when the original ticket was purchased.

Unless otherwise stated in your ticket’s fare rules, your ticket is valid for 12 months from date of purchase. We will issue a travel credit to be applied towards future travel. Do not lose this credit information! You will need this information to confirm a new reservation. At that time, we will also collect any additional difference in airfare and change fees that will apply.

If a passenger doesn’t cancel ahead of time, does not show up for a flight, or does not 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 full value of his or her reservation.

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 also weight and balance.

Mokulele Airlines is happy to help 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 [email protected].

A safety assistant or travel companion 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 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 personnel so a safety briefing can be given.
• Customers who advise Mokulele they fit into one of the above categories will be required to provide their own safety assistant or travel companion. The assistant must pay the fare applicable at the time the reservation is made.

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.

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 animal 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 and exit pathways in and out of the aircraft, so there may be size limitations.

Mokulele reservations and Customer Care may be reached via 711 Telecommunications Relay Service. Information regarding 711 Service may be found at https://www.fcc.gov/consumers/guides/711-telecommunications-relay-service.

You may ring our Call Center at (808) 495-4188.

Mokulele 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.

At your destination airport, we can have your wheelchair delivered to our baggage claim. We will provide wheelchair service to the claim area. To expedite the deplaning process, customers who request wheelchair service will be deplaned 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) at https://www.transportation.gov/airconsumer/passengers-disabilities#.

Please ring our Call Center at (808) 495-4188 to request special assistance if there is a need that is not addressed by the options available online or mentioned here.

Cessna 208 aircraft are not equipped for cabin wheelchair stowage.

You can check your wheelchair at the ticket counter. 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 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 Grand Caravans 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.