This would make me nervous too. Both passengers have Pualani Silver, check in page clearly shows one free bag each, and then somehow it still wants $60 to continue. That’s not exactly confidence inspiring.
Support saying “they’ll help you at the airport” is classic airline non answer. Sometimes agents can waive it on the spot once they see status, but relying on that is stressful, especially if you’re checking bags and on a schedule.
Feels like a backend glitch where the system isn’t properly recognizing both statuses during online check in. Screenshot everything and be ready to push back at the counter. Hawaiian is usually decent in person, but yeah, not great that this even happens
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