When Trip Reservations become a Confirmed Booking on from any HIE website, the customers are bound at the point of purchase to your company's published Trip Schedule, Terms, Policies and any Cancellation Fees.
If your guest cancels your reservation, you will receive IMMEDIATE NOTIFICATION via email, SMS and possibly a phone call by one of our HawaiianIslandEnterprises customer service representatives.
If the trip cancellation is PRIOR to your company's established and posted Cancelllation Policy on our HIE website, then we are NOT eligble to charge any cancellation fees on your behalf. The customer's credit card will be refunded.
If the trip cancellation is AFTER your company's established and posted Cancellation Policy on our HIE website, then we ARE eligible to charge your company's listed cancellation fees and we will forward that money on to you.
If your customer DOES NOT SHOW UP for their scheduled trip, and only after their scheduled trip time has completely expired, then we ARE eligible to charge the customers credit card for your company's cancellation fee.
If your guest contacts you directly regarding a need to cancel a reservation, but has not yet done so, ask them to consider changing dates or altering their reservation.
We ask you to please inform the Customer that all trip, tour & activity cancellations must be completed through the...
Online Customer Portal www.gohie.com/customerportal