Ace Rent A Car’s Maui operation has suddenly pulled out of the island, cutting off pickups at Kahului Airport and leaving some travelers with no shuttle, no desk, and no car waiting. The move, confirmed to state officials and reported by local media on March 19, 2026, means existing reservations at the Maui location might not be honored. Visitors landing at Kahului are being told to plan on making backup arrangements and to keep careful records of any payments.
According to KHON2, the Hawai‘i Office of Consumer Protection received confirmation from Ace Rent A Car’s Maui operation that it “has ceased doing business on Maui” and will not honor current bookings. KHON2 reports that the company told the state it has no intention of honoring existing reservations and that there will be no on-site staff or shuttle service at Kahului for Ace customers. The station’s coverage is the first local notice spelling out the state’s guidance to stranded renters.
What the Office of Consumer Protection says
The Hawai‘i Office of Consumer Protection is advising travelers to contact Ace Rent A Car Maui’s customer-care line at (844) 874-3966 or [email protected], to hang on to confirmation emails and receipts, and to file a complaint if refunds do not come through, according to the Office of Consumer Protection. OCP is also urging consumers to dispute any pre-paid charges with their card issuer if a refund is not issued. The state’s consumer-complaint portal can be used to document refund requests that remain unresolved.
Where to turn at Kahului (OGG)
Travelers who arrive without a confirmed vehicle still have options at the airport’s consolidated rent-a-car facility, where national brands serve walk-up and short-notice customers. Alamo lists a Kahului location and offers booking and phone support at +1 844-913-0747, and Enterprise shows a staffed Kahului counter with online pickup options and a contact line. If the major chains are sold out, travelers are advised to call multiple desks at the ConRAC or use third-party platforms to hunt for last-minute availability.
Protecting your payment
For anyone who paid with a credit card, the next step is to contact the card issuer promptly to ask about starting a dispute or chargeback. Federal guidance says cardholders should follow up in writing within 60 days of the statement that shows the charge, according to the Consumer Financial Protection Bureau. Travelers are urged to document every call, keep all emails and receipts, and be prepared to show proof that the service was not provided when filing a dispute. The CFPB also accepts complaints if a card company will not help, which can add pressure in efforts to secure a refund.
Who this does - and does not - affect
Local reporting and state officials say Ace Rent A Car locations on Oahu are owned and operated by a different entity and are not connected to the shuttered Maui operation, so Oahu bookings need to be checked separately. If a reservation is for Oahu and not Maui, renters are being told to contact that office directly and confirm pickup details. For Maui reservations, the state says Ace has confirmed it will not honor bookings on that island.
Travelers scheduled to pick up a car on Maui are being urged to call Ace customer care and their card issuer and to be ready to rebook with a different provider at Kahului’s ConRAC. State officials are tracking complaints, and the Office of Consumer Protection can help consumers document lost deposits or missed services. Anyone with questions about rental counters at OGG can also call the airport’s rental-car facility before arriving.
