Customer Service

Hawaiian Airlines aims to boost customer experience with $600M strategy

Photo: Hawaiian Airlines

January 22, 2026

Summarize with

Hawaiian Airlines, a part of Alaska Airlines, plans to invest more than $600 million over five years to enhance the experience by modernizing airport spaces, upgrading technology and retrofitting aircraft interiors.

The Kahuʻewai Hawai'i Investment Plan will improve the guest experience from booking to the day of travel and provide airport and in-flight teams with modern tools and spaces, according to a press release.

"Hawaiian Airlines is proud to call Hawai'i home, to reflect the spirit of the islands, to take care of our local guests and welcome visitors, and support our communities," Hawaiian Airlines CEO Diana Birkett Rakow said in the release. "Our Kahu'ewai Hawai'i Investment Plan represents one of Hawaiian Airlines' largest single investments in our infrastructure, products and services in Hawai'i. It reflects our kuleana to our people and guests in the islands and reinforces our commitment to deliver safe and remarkable service that enables Hawai'i and Hawaiian Airlines to thrive."

Starting this year through 2029, Hawaiian Airlines will renovate lobbies and gates in Honolulu, Līhu'e, Kahului, Kona and Hilo to improve passenger flow and comfort, with better seating and amenities like increased power charging.

In Honolulu, Hawaiian's busiest hub, the airline will build a spacious 10,600-square-foot premium lounge at the entrance of the Mauka Concourse in Terminal 1.

This spring, Hawaiian Airlines will launch an updated, modern app and website with improved functionality to simplify travel planning, booking and trip management with self-service features like changing flights and redeeming award travel on global partners.

Later this year, Hawaiian Airlines will reward Hawai'i residents who are members of its Huaka'i by Hawaiian loyalty program with a 50% bonus on Atmos Rewards points and status points earned on Neighbor Island flights.

"Hawaiian Airlines' investment is exactly the kind of long-term commitment Hawaiʻi needs," Hawai'i Gov. Josh Green said in the release. "Modern, welcoming airports improve the experience for residents and visitors alike, strengthen our economy and keep Hawaiʻi competitive as a global destination. We appreciate Hawaiian Airlines' partnership in advancing workforce development, regenerative tourism, clean energy, and community programs that reflect the values of our islands."