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HONOLULU – Sixty seconds – or less. That's all the time Hawaiian Airlines customers are spending at the airport ticket counter now that the airline has added the convenience of luggage check-in to its Hele On Web and self-service kiosk capabilities.
Customers checking in luggage online now go straight to a specially designated area of Hawaiian's ticket lobby where they wave their self-printed boarding pass under a bar code reader for instant recognition and printing of luggage destination tags, along with a single baggage receipt – a first for the industry.
They then proceed to the gate area where another bar code reader speeds up the boarding process by automatically verifying their status to board.
Hawaiian's objective is to make the airport experience as hassle-free as possible. “We're focused on making the check-in process fast, fast, fast,” said Blaine Miyasato, Hawaiian's vice president of customer services. “Travelers hate waiting in line and we want to be more efficient, without sacrificing quality of service.”
Hawaiian is the only airline in Hawaii offering the “no wait” remote luggage check-in, the result of technology developed by Kinetics, a subsidiary of NCR. Hawaiian recently unveiled the innovative service at its hub in Honolulu and will be adding it to airport operations on Maui, Kauai, and Hawaii's Big Island, as well as mainland U.S. cities, in the coming months.
For the first time, Hawaiian's Web check-in travelers are also given the option to change their flight or seat location and can upgrade to first class (subject to availability). Any fees for excess or overweight baggage – even surfboards – are handled online, eliminating airport wait time. Boarding passes are printed and it's on to the airport.
In the ticket lobby, Hawaiian has created an exclusive “Web Bag Drop Check-In Only” area where travelers who utilized the new service are assured no waiting in line to scan boarding passes and drop off luggage for tagging. Ticket agents assigned to the countertop kiosks attach the tags and customers are off to their boarding gate in a minute or less.
Hawaiian's customized program for hassle-free remote luggage check-in was made possible with state-of-the-art technology and infrastructure provided by Kinetics.
Miyasato commented, “In our never-ending quest for greater customer convenience, speed and efficiency, Kinetics has been the ideal technology partner, continuously improving our processes and coming up with new and better solutions. This is just the latest improvement customers can expect from Hawaiian Airlines.”
Hawaiian and Kinetics will continue to work together to accommodate the airline's expanding needs. The relationship unifies strengths and combines a matched passion for efficiency and accuracy, striving for ultimate satisfaction in the overall customer experience.
“Kinetics is redefining the future of worldwide travel by transforming complex travel processes into simple, time-saving solutions for travelers,” said Theresa Heinz, vice president of business development for Kinetics. “More than 100 million travelers have grown accustomed to using self-service check-in. Kinetics is a key component in the evolution of the travel industry and the way passengers move through the airport.”
Hawaiian Airlines, the nation's number one on-time carrier, is recognized as one of the best airlines in America. Consumer travel surveys conducted by Condé Nast Traveler, Travel + Leisure, and Zagat all rank Hawaiian as the top domestic airline serving Hawaii.
Celebrating its 77th year of continuous service, Hawaiian is Hawaii's biggest and longest-serving airline, and the second largest provider of passenger air service between Hawaii and the U.S. mainland. Hawaiian offers nonstop service to Hawaii from more U.S. gateway cities than any other airline (nine), as well as service to Australia, American Samoa and Tahiti. Hawaiian also provides approximately 100 daily jet flights among the Hawaiian Islands.
Hawaiian Airlines, Inc. is a subsidiary of Hawaiian Holdings, Inc. (AMEX and PCX: HA). Additional information is available online at HawaiianAirlines.com.
This press release contains certain forward-looking statements, which are based upon current expectations and estimates and involve material risks and uncertainties. Readers are cautioned that any such forward-looking statement is not a guarantee of future performance and that actual results may differ materially from those projected in the forward-looking statements. The Company does not undertake to publicly update or revise its forward-looking statements even if experience or future changes make it clear that any projected results expressed or implied therein will not be realized.
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