Hawaiian Airlines is completely redesigning its
ticket lobbies at Honolulu International Airport, a move that it
says will dramatically improve the speed and convenience of its
The airline is removing its traditional ticket counter lobby
configuration at Honolulu International Airport and replacing it
with six circular, check-in “islands” in the middle of Hawaiian’s
two check-in lobbies in Terminal 2 at the airport, four in Lobby 2
and two in Lobby 3 (click here for rendering).
Each check-in island features eight,
agent-assisted, self-service check-in stations that can be used to
check in for any scheduled interisland, mainland or international
flight on Hawaiian.
The innovative, free-flowing floor plan
eliminates one of three check-in steps and also removes the
limitation of having designated queues for various destinations,
meaning customers entering the lobby will be able to go to any of
the new 48 self-service check-in stations that are available,
cutting peak period wait times by up to 75%.
Each check-in station will be equipped with
state-of-the art technology that allows customers to complete the
check-in process for their flight, including the weighing of
luggage, payment of any fees for upgrades and other services, and
printing of destination luggage tags with assistance from
Hawaiian’s customer service agents.
Customers will then place their checked luggage
onto a single conveyor belt for inline U.S. Department of
Agriculture (USDA) inspection, TSA screening and loading onto
their flight. This new process will eliminate the current
requirement to have luggage being checked to destinations outside
Hawaii pre-screened by USDA before starting the check-in process.
Hawaiian’s new lobby design also provides
designated service areas that will give customers a place to
re-pack their luggage and carry- on items if necessary, or to
receive additional assistance from Hawaiian’s customer service
The new design is the result of two years of
industry research and motion studies conducted by Hawaiian to find
a solution to long lines and bottlenecks during busy periods and
speed up the check-in process.
Hawaiian expects to complete the $6-million
self-funded transformation of both lobbies in June.
Mark Dunkerley, Hawaiian’s president and CEO,
said, “Hawaiian is bringing a dramatic transformation to the
check-in process at our Honolulu hub that Hawaii’s residents and
visitors alike will find to be a faster, easier and superior
experience. We have made it a priority to provide a standard of
service that leads the airline industry and this new lobby design
is a quantum leap forward from the traditional check-in process
that travelers are used to.”
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