One of my parents recently died. We tried to cancel her ticket and get a refund because she was in hospice and no longer able to fly. You would not believe the hoops that Hawaiian made us jump through to get a partial refund. It took multiple emails and multiple calls - they would never call us back like they said they would - until there was a screaming match on the phone and they finally agreed to a partial refund. Changed my perception of Hawaiian for eternity.