How to Deal with Clients Affected by go! Decision to Cease Operations

Several media outlets reported Monday that Mesa Air Group will cease its Hawaii operations effective April 1. Under terms of agreement with Hawaiian Airlines, go! passengers who scheduled flights between April 1 and June 30 have the following options.

Passengers will be able to reschedule flights via Hawaiian Airlines and those who cannot be accommodated on Hawaiian Airlines will receive a refund.

Clients who scheduled flights for after June 30 will also receive refunds. All ticket holders will be contacted by go! reservations representatives to discuss the accommodations.

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The decision to cease operations in Hawaii follows significant growth in the company’s flight operations on the mainland and was a strategic decision to focus the organization on maximizing its growth in the capacity purchase “codeshare” operations which comprise over 98 percent of the Company’s business.

“While this was an extremely difficult decision to reach, we believe it is in the best interest of Mesa’s long term strategic objectives, particularly given the Company’s ongoing expansion of aircraft in service with United Airlines and US Airways. Mesa will be placing into service 30 EMB 175 aircraft with United beginning in June 2014, and is adding 4 CRJ-900 aircraft with US Airways in 2014, having added 9 CRJ-900s in 2013,” said Jonathan Ornstein, chairman and CEO, in a written release. “With the significant expansion opportunities in flying large regional jets in contracted service, we are re-deploying the go! aircraft to support our existing mainland operations. An additional factor that we accounted for was the long term increase in the cost of fuel, which has more than doubled since go! began service and has caused sustained profitability to be elusive."

The following are frequently asked questions from go! Airlines:

Q: I have a reservation for travel on go! between March 17, 2014 and March 31, 2014. Do I need to do anything?
A: No, go! will be operating its full flight schedule through March 31, 2014. Only passengers with travel on go! beginning on April 1, 2014 and beyond are affected by this announcement.

Q: I have a travel reservation for a flight after April 1, 2014, what should I do?
A: All passengers holding tickets for flights on April 1, 2014 and beyond will be contacted by go! reservations staff to discuss their reservations. go! has reached an agreement with Hawaiian Airlines to accommodate eligible ticket holders onto flights operated by Hawaiian Airlines. Passengers who are not able to be accommodated onto Hawaiian Airlines will receive a refund. 

Q: I am a travel agent with a customer that holds a ticket on go! what should I do?
A: All travel agency bookings must be reaccommodated by go! reservations. Agents should call 888-435-9462 for assistance. 

Q: Should I contact Hawaiian Airlines directly?
A: No, all changes to reservations must be initiated by go!'s reservation department.

Q: I bought my ticket through a travel agency and am not sure what to do?
A: go!'s reservations department will work directly with your travel agent to assist with changes to your reservation. Agents can call 888-435-9462. 

Q: What if I am holding a go! ticket for travel after June 30, 2014?
A: All passengers holding tickets for travel after June 30, 2014 will receive a refund from go! 

Q: Can I request a refund even if I am holding a go! ticket for travel on June 30, 2014 or earlier?
A: Passengers holding tickets for travel between April 1, 2014 and June 30, 2014 may request a refund from go! 

Q: What if I am unable to travel at the times go! is offering for the new flight schedule?
A: Passengers will be advised of availability for reaccommodation, and any passenger declining the available flights and times will receive a refund. 

Q: What if I am holding a reward redemption ticket for travel on go!? 
A: Reward redemptions are limited to flights operated by go! through March 31, 2014. 

Q: Will I receive a new confirmation number for my flights on Hawaiian Airlines?
A: Yes, when your flight is reaccommodated onto a Hawaiian Airlines flight, you will be issued a new confirmation number. 

Q: What number should I call if I have any more questions or need more information?
A: Passengers are encouraged to visit www.iflygo.com for information regarding this announcement and may also contact go! directly at (888) 435-9462. 

Q: I booked my travel on Mokulele Airlines and it includes a flight on go!, what should I do?
A: All passengers who purchased tickets from Mokulele Airlines should contact Mokulele to discuss their travel and/or refund options. 

Visit www.iflygo.com