HONOLULU—Hawaiian Airlines has confirmed that its long-standing loyalty program, HawaiianMiles, will undergo a five-day suspension before it is officially replaced by the new Atmos Rewards program on October 1. The airline announced via email that all member accounts will be frozen from September 26 through September 30, leaving travelers with a small window to manage their miles and loyalty benefits.
The announcement marks a critical step in the ongoing merger between Hawaiian Airlines and its new owner, Alaska Airlines. The "deep freeze" on the HawaiianMiles system means members will be unable to log in, redeem miles, book award travel, or make any changes to their profiles. The move has prompted a clear and urgent message to frequent flyers: if you have miles to use or account information to update, act now.
What to Expect During the Blackout
The freeze will be comprehensive, suspending all online access to the HawaiianMiles system. This includes the inability to check mileage balances, redeem miles for flights, or book award travel. Members will also be blocked from updating personal details, viewing their Pualani Elite status, or using stored payment methods.
Furthermore, the blackout will prevent members from transferring, donating, or purchasing miles. Even password reset emails will be unavailable. For those with upgrade certificates or promotional codes tied to Hawaiian’s co-branded credit cards, online redemption will be impossible.
The final day for all online HawaiianMiles activity is September 25. Travelers are advised to complete any outstanding award bookings, mileage transfers, or upgrades before this deadline. It's also recommended that members take a screenshot of their current account details, including their mileage balance and elite status, as Hawaiian has not clarified which information will seamlessly transfer to the new Atmos system.
Phone Support as a Lifeline
While the online system will be completely shut down, a few benefits will remain accessible via phone. Specifically, members can still redeem Pualani Platinum upgrade certificates and use certain discount codes tied to the Huakaʻi program or the Hawaiian Airlines World Elite Mastercard by calling Hawaiian Reservations.
The article notes that Hawaiian’s Philippine-based call center has a reputation for efficiency, with agents resolving issues quickly in recent experiences. This is in sharp contrast to the multi-hour wait times that some have reported when calling Alaska Airlines, although Alaska does offer a callback option. For travelers in need of assistance during the freeze, contacting Hawaiian Airlines directly appears to be the most promising option, though call volumes are expected to increase as the transition date approaches.
A Wave of Concern from Hawaii-Based Flyers
The transition to Atmos Rewards has sparked significant backlash from many frequent Hawaiian flyers, especially those who rely on the program for interisland travel. The comments section of a recent news article about Atmos Rewards "gutting" Hawaii flyers reflected widespread frustration and concern.
Longtime Pualani Platinum members expressed a sense of loss, with one traveler named Susan stating, "This program is really special to us... If Alaska just erases Hawaiian programs I’m going to start flying other airlines. This whole thing is just heartbreaking."
Many commenters highlighted how the new segment requirements under Atmos penalize Hawaii-based flyers. Kenneth noted that Atmos requires ten more segments to achieve the same status level as before, a significant blow to those who frequently fly between the islands. Another commenter, Cueball, lamented the likely demise of Hawaiian’s old "block purchase system," which they considered the "only value program" for their interisland travel. The consensus among many is that the new program will dismantle the personal perks and services that made Hawaiian Airlines feel like a truly local brand.
Jim, a longtime Pualani Platinum member, shared that the change feels final. He has flown between Hawaii and Las Vegas for many years and highly values the program’s perks and mileage upgrades. For him, this transition marks the likely end of his loyalty to the airline. The emotional impact of the change is clear for many. This is not just a program update; it is the loss of a personal connection to a brand.
What's Next for Travelers?
On October 1, Atmos Rewards will officially become the unified loyalty program for both Hawaiian and Alaska Airlines. While the airlines have promised a seamless transition, many key questions remain unanswered. Details about credit cards, redemption rules, and the overall feel of the new program are still unknown.
For some, the new program’s integration with the broader oneworld alliance and its larger network will be a welcome change. However, for those who valued the intimacy and familiarity of HawaiianMiles, the transition is a cause for concern. The deeper question at the heart of the matter is whether Hawaiian Airlines can maintain its identity as "Hawaii's airline" under Alaska’s ownership. The acquisition is reshaping Hawaiian’s brand, fleet, and now its loyalty structure, leaving many to wonder what will be left of the airline they once trusted. For some, that trust is already gone.
Hawaiian has promised more updates as the October 1 launch date approaches, but for now, the message to travelers is to prepare for the blackout and treat September 25 as the final opportunity for online action. After that, your miles and status will be transferred to a new ecosystem, with details yet to be fully revealed. The future of loyalty for Hawaii’s travelers remains up in the air.
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