Hawaiian Airlines planning $6 million redesigned ticket lobby

Courtesy Hawaii Airlines
Courtesy Hawaii Airlines

HONOLULU (HawaiiNewsNow) - Hawaiian Airlines will spend $6 million to redesign its ticket lobbies at Honolulu International Airport, a move to improve the speed and convenience of its check-in process.

"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," said Mark Dunkerley, Hawaiian's president and CEO.

Hawaiian is removing its traditional ticket counter lobby configuration 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.

Hawaiian expects to complete construction of both lobbies in June.

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 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 percent.

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 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 agents..

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.

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