Travel tech in the spotlight
Transforming the passenger journey with Hawaiian Airlines
At a time when passenger expectations are higher than ever, how can airlines turn moments of disruption into opportunities to inspire confidence and loyalty?
Hawaiian Airlines, known for embodying the spirit of aloha and mālama, sought to answer this question by partnering with 15below and customer experience expert Jerry Angrave from Empathyce to rethink its approach to customer journeys.
The process
Over three days in Honolulu, the airline took part in an intensive Customer Journey Mapping programme designed to dig deep into its passenger experience during critical moments of disruption. Through observation, collaborative workshops, and planning sessions, nearly 30 team members worked together to align the airline’s operational delivery with its brand promise of care and connection at every stage of the passenger journey.
Outcomes from the workshop
Together, we identified practical quick wins like ways to streamline its communication flows and reduce or remove operational silos. At the same time, we planned longer-term initiatives to deliver hyper-personalised passenger updates like real-time “boarding now” and gate change alerts. These changes will not only ease the stress of disrupted travel but also help build trust with passengers by demonstrating empathy throughout the journey.
