Hawaiian Ranked Most Responsive to Customer Calls

HONOLULU – Hawaiian Airlines, the nation’s perennial #1 on-time carrier and consistently top-rated carrier serving Hawaii, has now been ranked the most responsive to customer phone calls among the nation’s 13 largest carriers.


In an independent and anonymous evaluation of telephone customer support provided by airline call centers over the period of November 16-21 – the week before Thanksgiving and one of the year’s busiest times for air travel and customer support – STELLAService found that Hawaiian answered customer calls fastest. (See chart,

Average Hold Time for Airlines, issued by STELLAService at http://stellaservice.files.wordpress.com/2011/11/airlines_study_thanksgiving_stellaservice1.png)


To rank the carriers’ responsiveness, representatives of STELLAService, an independent provider of customer service quality ratings and research for retailers, spoke with each of the airlines’ call centers at least five times daily at different times of the day during the evaluation period and engaged them with general customer service questions.


Peter Ingram, executive vice president and chief commercial officer, said, “Providing our guests with efficient, hassle free and courteous service is central to Hawaiian’s brand. This commitment is reflected in our consistent on-time performance leadership, our innovation in time-saving airport check-in processes and most recently in this recognition of our responsiveness to customer calls.”


About Hawaiian Airlines


Hawaiian has led all U.S. carriers in on-time performance for each of the past seven years (2004-2010) as reported by the U.S. Department of Transportation. In addition, consumer surveys by

Condé Nast Traveler, Travel + Leisure, and Zagat have all ranked Hawaiian the top domestic airline offering flights to Hawaii. Hawaiian was also the nation’s highest-ranked carrier for service quality and performance in the prestigious Airline Quality Rating (AQR) study for 2008 and 2009.


Now in its 83rd year of continuous service in Hawaii, Hawaiian is the largest provider of passenger air service to Hawaii from the state’s primary visitor markets on the U.S. mainland. Hawaiian offers nonstop service to Hawaii from more U.S. gateway cities (10) than any other airline, as well as service to Japan, South Korea, the Philippines, Australia, American Samoa, and Tahiti. Hawaiian also provides approximately 150 daily jet flights between the Hawaiian Islands.


Hawaiian Airlines, Inc. is a subsidiary of Hawaiian Holdings, Inc. (NASDAQ: HA). Additional information is available at HawaiianAirlines.com. Follow updates on Twitter about Hawaiian (@HawaiianAir) and its special fare offers (@HawaiianFares), and become a fan on its Facebook page (Hawaiian Airlines).