Hawaiian and Alaska Airlines executives are working to restore trust and doing damage control amid ongoing customer complaints and a bumpy merger process.
Hawaii News Now reports they’re asking for “patience and grace,” with the turbulence expected to last for another few months.
However, the message is clear. “Hawaiian is going to remain Hawaiian,” said Alisa Onishi, managing director for Hawaii marketing for Alaska and Hawaiian Airlines.
As Alaska works to merge the two airlines’ systems, frustrated customers are reporting all sorts of technical problems.
“We know that there’s some confusion of when you check in, how you check in, how your booking is different, can I see seats or not?” Onishi said.
“We understand and we’re fixing what we can fix, but some of the advice that we have just for those that are flying from now until we fix those problems, really read everything that’s sent to you.”
The issues prompted Hawaiian’s new CEO, Diana Birkett Rakow, to reassure customers in an email this week that issues will be resolved by next spring.
As we pushed a lot of change through our systems to bring you more value, I know that some of you encountered technical issues with your Atmos account, managing travel, or knowing whether to contact Hawaiian or Alaska for support,” Rakow’s email says.
“Mahalo for your patience as we work through this transition and improve your experience across our apps, websites, and airport spaces. Our teams are focused on resolving issues now, even as Alaska and Hawaiian remain on separate passenger service systems.”
