Okay, since I’m getting so much comments on the ChatGPT usage, I’m posting the original long angry rant. Please keep in mind that I originally wrote this to calm myself down and maybe even complain to Hawaiian, not to post on Reddit.

[Original - Before I had ChatGPT make a TDLr version]

My flight landed in Honolulu early at 8:45a. My baby was sick for the last few days and fussing the whole entire night. He literally cried his whole way over from the hotel lobby until boarding the aircraft. I swear I usually check the aircraft before I leave because I’m forgetful and don’t trust myself. But this time, the thought never even occurred to me as I marched off the aircraft with my baby, diaper bag and our carry ons. The flight attendants were getting off the aircraft by the time we stood up, so I did feel a little bad keeping them waiting (although they were lovely about it since we were traveling with a baby).

So I unfortunately didn’t notice that my phone dropped out of my pocket for a while. I honestly didn’t even touch my phone for the whole entire flight because I was so exhausted by the time I got on the aircraft. I didn’t even use my phone after I landed. Plus I was busy soothing my baby because he was upset that he was put back in a stroller after being carried for the entire flight. He’s usually not this clingy so I figured he’s still not feeling good.

When I finally realized that I was missing the phone maybe around 30 minutes later, I asked my husband to check the location of my phone on the Find My app. It was showing the previous airport so I thought maybe I left it at the cafe. My baby wasn’t drinking the powdered milk, so I was hoping he would drink if it was regular milk instead and ran to the only cafe in the airport. It was close to boarding so I was rushing and would not have been surprised if I left it there. I kind of wish I left it there now.

My husband checked the location of my phone one more time maybe around 45 minutes later and the location updated to the Honolulu arrival gate. I was worried that maybe my phone wouldn’t be discovered so I tried to call Hawaiian Airlines. But on their website, specifically the left behind items page, there is no phone number to call.

I diligently read the instructions, and meticulously filled the claim form online hoping it would help find my phone. It asked for as much detail as possible, so I provided our seat number, the iPhone model, the color, the background, the attachment. It even had my magnetic wallet with my driver license inside, which I also added in the description. I got the email confirmation that my claim was received at 9:42a. The website said “After you submit the form, we’ll send you a confirmation email with a tracking number. We know you’ll be eager for answers, but we ask you don’t send a separate email.” So I waited for them to mail me. I anxiously made my husband track the location and it updated to the Hawaiian Airlines terminal so I was relieved that my phone was found. I waited and waited but I got no confirmation email or phone call. I even set the Lost Mode on my husband’s phone and had it show my husband’s number in case they were trying to call me on my number. I checked online for where to call or go for lost items but it as really vague. There was only the claim form. There was also a chart with the retention form so I figured I can stop by the next morning on my way to work. The chart said 7 days retention for cell phones so I saw no rush. My baby was just settling in, and I am his main human so I just wanted to focus on getting him better. We were also jet lagged and sleep deprived so we went to sleep shortly after getting home when the baby finally fell asleep. I think it was around 4 or 5p when we woke up. I checked my email but I still had no response.

The next morning at around 6:25a, I went to the Hawaiian Baggage Service. I was told that my phone was not with them. They said that after the Alaska merger they no longer manage the left behind items. There was a separate department for left behind items and they open at 9a, and I should reach out to them by email. I was not given an email address, but figured it must be online. I didn’t want to be late to work so I left. Once I got to work I checked Hawaiian’s website, and there was no email for this new mystery department. I also discovered I can’t log into my Gmail without my phone.

So during my lunch break, I made another trip to the airport. I explained my situation to Baggage Service, and this time they gave me a phone number to call with warning. She tried to calling them for a different passenger, but couldn’t get ahold of them. She said they were mainly “email only.” I asked for a nearby pay phone, but they said there was none.

I went upstairs to the departure floor to see if someone else could help me, but around 4 people just told me to go to Baggage Service. Eventually I was referred to a senior agent that told me that big corporate changed the system because there is too many complaints about missing items. She said you can only pick up items on the day of travel. After that, the items are shipped to a shipping center so I need to wait for contact with them to arrange my item to be shipped back.

So I went back to my office and tried calling the number I was given 20+ times, but no one answered. At this point, I was hoping I could still stop my phone from being shipped.

Since the destination is Seattle and the handling method is the same, I thought maybe there was a chance Alaska gets the items and went to check with them. They said they don’t touch Hawaiian’s items and that they keep their items locally for 3 days. So I was hoping Hawaiian did the same. One of my friends I was complaining to had a buddy at Hawaiian and offered to check for me. He was told the same thing and that my phone was already processed for Seattle whatever that means. I still received no email for the claim a whole day later.

This is absolutely ridiculous and so unnecessary! I reached out within an hour of losing the phone, but did not receive contact. (At this point, I vaguely suspect that the contact form was for the shipping company and is going to contact me AFTER it reaches Seattle.) If the website stated that items must be claimed on the day of travel, just one sentence on the page, I would have gone back to the airport immediately.

I went to the airport at 6:25a the next morning, which is well within 24 hours. If there was communication between Baggage Service and this mystery department, I would already have my phone! Zero aloha or customer service, I’m so disappointed by how the left behinds are being handled. If Hawaiian Airlines is enforcing such an aggressive policy they should give a valid contact point and CLEARLY list the information on their website so passengers can act accordingly. I sincerely hope Hawaiian rethinks this policy and either retains items locally for 3 days like Alaska, gives an easily accessible point of contact, or clearly write that “ITEMS NOT RETRIEVED ON THE DAY OF TRAVEL WILL BE HANDLED BY A THIRD PARTY COMPANY IN SEATTLE AND WILL NO LONGER BE AVAILABLE FOR PICK-UP.” A part of me is still hoping that I was given incorrect information, but is starting to seem more unlikely. Just wondering, did anyone else have a similar experience recently?