Hawaii’s largest airports continue to rank near the very bottom of all airports in the US, based on a 2022 survey of airports by JD Power. That has been true for years and remains so to this day, in spite of the enormous multi-billion dollar Hawaii airports renovation cash infusion.
According to the Airport Satisfaction Survey, “airports are scored on a 1,000-point scale, assessing traveler satisfaction across seven categories: airport accessibility, check-in/baggage check, security, food/beverage/retail, terminal facilities, baggage claim, and immigration/customs.”
The latest result comes even after Honolulu opened an oddly designed, incomplete $270 Million terminal expansion and its new consolidated car rental facility. And yet, even after so much money, Hawaii’s airports have largely outdated and rundown facilities and restrooms, old technology, inflexible and inferior design, and terrible management. In other words, in spite of remaining charm, these are, sadly, now third-world quality airports. As regular Joerg suggested – “keep the charm while making improvements.”
HNL: In terms of large airports in the U.S., Honolulu was only second to the bottom. The worst rated was La Guardia, while the best was Miami.
OGG: For medium airports, with 4.5 million to 9.9 million annual passengers, Kahului Maui again scored second worst of all airports in the US (their consistent ranking the past few years). The highest-ranked medium airport this year was Indianapolis.
What we still love about HNL.
As funky and dysfunctional as the airport is, there are still things we find to love about Honolulu airport. Those include unique outdoor terminal spaces, various cultural garden theme areas, the iconic Reef Runway, and the efficient new rental car facility.
Airlines, too, are frustrated with Hawaii airports.
We have heard from multiple airlines that serve Hawaii, even as recently as this week, about their dissatisfaction with various aspects of Hawaii’s airports and management. So, sadly, it came as no surprise to us when United Airlines’ CEO said that the dismal state of HNL airport negatively impacts travel to the Hawaiian Islands.
Issues include dilapidated facilities across the board, from restrooms not working or not yet upgraded, to often broken luggage movers. Right before Covid, you’ll recall HNL also suffered a serious power failure. It closed most facilities and sent passengers outside in enormous lines when a power backup system failed while during testing. Other than poor design, the inept airport management by the Hawaii Department of Transportation is most frequently mentioned as being at the root of the HNL troubles.
Where does Hawaii airport funding come from?
Hawaii’s airports are a division of the state’s Department of Transportation. The airports don’t operate from the general fund but rather generate revenue via various airline fees, airport businesses, and concessionaires. That’s how Jeff ended up with a $21 veggie burger as his only choice at HNL recently. The airport spending is, however, still subject to Hawaii legislative approval. The airports also receive some federal funding. For example, federal funds may infuse as much as $250M in Hawaii airports over the next five years.
HNL’s just completed $270m terminal expansion.
As you’ll see from the year-old state DOT video below, the stark terminal sits empty in terms of amenities, as it largely does to this day.
$2.3 airport modernization yielded what exactly?
Honolulu’s airport remains at the heart of a seemingly endless $2.3 billion renovation project. The new Mauka Concourse opened with 230k square feet and a facility that can accommodate up to 11 single-aisle or six double-aisle aircraft and six TSA checkpoints. The concourse was completed following more than three years of work. The previous significant addition at HNL was nearly thirty years ago when Terminal 1 was completed. Missing from the new concourse are food options and shops.
The new consolidated car rental facility opened one year ago. Electric buses are next.
A long-awaited 1.8M square foot Consolidated Rent-A-Car (Conrac) Facility opened at HNL on December 1, 2021. It is accessible as a walk from Terminal 1 or via shuttle (soon to be electric) from Terminal 1. A company called Vicinity will be providing four electric buses for that purpose. They are expected to arrive in 2023 and are being rented by the state as a service, on a month-to-month use basis, rather than via a traditional purchase model.
The state’s take on the new terminal project.
Gov. Ige said that “the extension of Terminal 1 will provide significant crowd relief during the mid-day peak period and allow our air transportation system to meet the needs of our residents and visitors safely and smoothly.”
The state DOT said that the new terminal features “eco-friendly design elements such as skylights and windows to make the best use of natural light, LED lighting, high-performance building envelope to reduce solar heat gain, and ventilation shafts to direct air conditioning at the human level instead of cooling the whole structure. The difference that you will see is that during the peak periods each day between 10 a.m. and 2 p.m. when there’s a lot of congestion at the gates. So that will help deplete the congestion. Basically, this will help not only passenger traffic but the airlines. They’ll be able to work more efficiently because there won’t be delays due to gate shortages.”
Hawaiian Airlines on the new terminal.
Hawaiian Airlines added that the expansion will be helpful for travelers. “We are very excited to provide more space for our guests and more gates for the airplanes… Having more gates available and having it all near our check-in facility is going to make the airport experience even better here in Honolulu,” said CEO Peter Ingram when it opened. He failed to mention that the state got caught in endless red tape between it, contractors, and the food service concessionaire.
BOH’s take on the new terminal and on airport food.
The terminal leaves us and many of you cold, with its mainland design that doesn’t feel connected to the rest of the open-air HNL airport. Beyond that, the endless delays associated with providing food services in the terminal for whatever reasons are inexcusable. Lastly, even when food shows up, it is almost certain to be more of the same terrible options offered in the other terminals due to the state’s chosen concessionaire. In so many comments, you mentioned the lack of good choices, healthy choices, cultural options, and so on.
With an economy based only on tourism, obviously, Hawaii must have world-class airports.
Hawaii residents are as dependent as visitors on the airports since our inter-island transportation system is based exclusively on air travel. The inability of the state to provide excellence in our airport system is a top-down failure that has never been addressed. And it is an embarrassment to visitors, Hawaii residents, airlines and other stakeholders, and Hawaii businesses alike.
There have been proposals for the state to create an airport authority to be in charge of the system rather than being a part of the Hawaii Department of Transportation. The DOT is tasked with a wide range of other non-aviation responsibilities and does not manage the Hawaii airports effectively. A switch to an effective business model of independent airport management seems essential.
Almost every state in the country has such an independent airport entity, with the exceptions being Alaska, Hawaii, and Maryland. Airlines and others have called for an independent airport authority responsible for Hawaii’s 15 airports. That effort, however, has, for whatever reason, not made it through the state legislature.
How do you rate Honolulu, Maui, Lihue, Kona, and Hilo airports, and what else would you like to see happen?
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I’m a world traveler and I can safely say that Hawaiian airports are, hands down, the worst in the world. Close runner up – Houston IAH. Do I really have to sit outside in the heat and humidity? Seriously! Outdoor terminals. This ain’t Haiti folks! Are the restrooms ever going to open? Is the restaurant at Kona international a joke? Never seen it open. Tonight, the section that sells beer and wine is open but the entire place has no ice. You are the tourist capitol of the USA. Get a grip on your third world airports. We’ve decided to vacation elsewhere next year. We’re too old for this baloney.
Like all govt involvement,$$$ is thrown and wasted. Those few in the know get Rich off sucking $$$ away from actual work. It’s sad but Hawaiis main source of revenue are people coming and going and yet the airports suck
I love Hilo’s airport ! Open air the smell of flowers! It’s been 37 years since I been too Hilo and I love the fact it has not changed in all those years. 😎.
The “new” Hilo airport was built in the 60s and many of the jets stopped in Hilo on their way to/from the mainland. Unfortunately, the service the state expected never came to fruition. I’ve stopped several times in Hilo going to college. I will always love the town of Hilo and it’s people.
Why wife and I have a home on the Big Island and visit 2 or 3 times a year. The number of flight choices available from NJ ( our primary residence) have greatly diminished over the last 2 years and air prices have more than doubled . Most flights now to Kona require 2 stops making it a long and difficult trip. I am not an airline expert but something is broken. Visitors to Hawaii will go elsewhere.
I like Hilo airport. It’s got the most comfortable seating, very simply made and irreplaceable! I feel a wonderful old-time Hawaii vibe whenever I arrive or depart. It was better pre-covid with lei shops and more food choices, but the new restrooms are much appreciated. To this day, it is not crowded. Perhaps I should keep this to myself.
More than a cornucopia of food choices and shopping, I want an airport to work well. HNL and OGG, the two I’m most familiar with, were designed for fewer people than they see now, which means they don’t work as designed. The new terminal at HNL should help, even if it leaves people cold and doesn’t have a Wolfgang Puck’s and California Pizza Kitchen. My home airport, OGG, spent money on a cute train that goes 100m rather than improving the capacity at the security checkpoints, which was a mistake everyone has suffered for. Maybe they aren’t top notch (or middle notch) but if you base your travel decisions and overall experience on the amenities at the airport, you are missing the point of travel.
You surely have that correct Frank! When you have 500 kids running loose in an airport you realize very quickly that OGG was never designed for that kind of disaster. Thanksgiving week has a good number of young people and their children on Maui at this time. They seem to be mostly at the beach.
Aloha
The link in your article points to the 2021 survey, not the 2022 survey which is available.
Hi Mitchell.
Thanks for pointing that out. We’ve corrected it.
Aloha.
There were questions about why do you need food at the airport. Now, one needs to arrive a couple hours before “scheduled” departure. With rental car check-in and such you leave the accommodation at least 3 hours ahead of departure. Coming back to the mainland you have another 5-6 hours or more rather foodless. I know some airlines were encountering difficulty with collecting and disposing of the waste from brought-with food. Our practice in Kona is to get sandwiches and such the night before and carry-on. I remember, pre 9/11, when we would have business meetings at airports (some folks had to fly in) wit nice meeting rooms and great food options.
Hal
It’s not uncommon to have long layovers on connecting flights at some airports, then it’s nice to have a decent restaurant around.
Aloha
Absolutely, Or a long delay in just boarding.
A problem that we have encountered several times with TSA Employees in just a few smaller airports has been the reason why we haven’t been bringing sandwiches from home for our flights, we were forced to toss them in to the garbage. Everyone was treated the same. If not for the Restaurants inside the airport we would not have had any substantial food for the flights. Isolated incidents like this change a person’s outlook on things. If, as in Hawaii, an airport doesn’t have Restaurants with good food and several choices of different fare they are doing a Disservice to Everyone without caring about anyone. Hawaii ranks higher than they should in my honest assessment of the situations!
Absolutely agree Ernie. We are gluten free and alway take sandwiches and snacks on flights, because Hawaiian doesn’t have a thing we can eat. We’ve been lucky with TSA—so far, but Kona is the exception. We often purchase snacks for the plane at the airport, and it would be great to have a decent restaurant in the terminal.
We flew into Maui OGG yesterday. The airport was very busy. For some reason there was an extraordinary number of kids around. Our flight in had 47 kids on board making for a bit of bedlam. The kids at the airport were just everywhere pushing their way up front to the baggage carousel. I’ve never seen that many children at one time. Our car rental agent thought that it was in some way connected to the Thanksgiving week coming up and that the kids had been pulled out of school early. There is nothing special about the Maui airport.
Well, it is on Maui, so that’s kind of special, right?
Work at a resort and you are correct. All of a sudden it is like summer vacation around here with the kids.
Maui is special. But that airport is only good for a buckboard and a horse.
Sounds like someone should be yelling “Rawhide!” Okay, it’s out of my system now, got nothing else.
We left out of new HNL terminal on a 10pm flight, in June 2022, the only food option was a store that sold snacks, No Restaurants open, nothing to eat. Hawaiian Airlines does not serve food after 8pm flights, new terminal was a disgrace. We were starving when we arrived in LA! They have flights from all different countries & time zones coming in & leaving, so no excuse for this!
I flew out on American the next month (different terminal) & plenty restaurants open & that was a 10pm flight also!
I have avoided HAL like they carry the plague, knowing that they are screwing the passengers yet again by not serving food because it’s after 8 pm is a really dumb idea. By purchasing tickets on HAL people are Rewarding Bad Ideas and Sub Par Service. Understanding that HAL has a 1st Class section some people wouldn’t travel any other way, why travel HAL for the other seats and be abused Sardines that paid too much? I don’t understand that at all, loyalty aside there’s no loyal returned.
The only way this will get fixed is the end of one party rule in this state.
DOT is nothing but a cesspool of bribery, payoffs and graft.
Of all the airports I was in for my recent trip to Hawaii San Diego was definitely the worst.
I guessing you flew Southwest and were in Terminal 1? That terminal is 6 months into a 2 year, multibillion dollar renovation remodel. And yes, it was over due and needed as that was the original SAN terminal and has been overcrowded and horrible for decades. Come back in a few years or fly into Terminal 2 and you will find a very different expirience.
And it’s low ranking surprise anyone?
And as the Unted CEO said “the dismal state of HNL airport negatively impacts travel to the Hawaiian Islands.”
Maybe that’s the whole idea… keep people from coming.
The Hawaii DOT does not manage anything effectively. From a former resident.
Really, I have been in airports for 50 years in the United States, Iceland, Luxembourg, Paris, London, Toulouse, Milan, Rome, Cairo, Barcelona, etc.,etc. I have never encountered more charming,transcendant, welcoming airports than Lihue, Hilo, and Honolulu. Wake up! You are a precious jewel.
Amen
I live in Maui and Love coming home to our airport. I actually miss the old open aired banyon tree airport. (Yes I’m getting old).
If you are in paradise and your first concern is airport food, etc then you are already set to be one of those tourists that complain that you didn’t feel welcome by the locals. You are bringing these vibes on yourselves people. Relax and be grateful you are here.
As I have learned from experience and the experiences of others that Jewels are really undigestable pieces of non dietary rocks that Don’t take the place of Food. Oftentimes places that are Comparable to Jewels often are called that to replace the words “run down.” I would prefer Functionality, Modern, even possibly Eclectic with Palatable Food offerings from Several Sanitary Sources than the “Jewel” without the resources! Hawaii Airports need to get out of the “Sub Par” Basement, the basement 2 stories under the Third World Enviable Airports!
Kona is on my “worst” list. The recent “improvements” didn’t make it more comfortable or user friendly. Staff in shops are unfriendly, and TSA is awful, food choices are few and low quality. I dread going through there each fall! I like the new HNL terminal but it needs more food choices. Overall not surprised by the rankings. Thanks for keeping us up to date.
Hi Lee.
Thanks. Happy Thanksgiving.
Aloha.
In Hawaii, as in certain other areas of the world that suffer from Third World Governance and Poverty, the intended uses of money never improve anything because the money disappears. Providing money for Improving the Airports typically doesn’t buy much more than 2 cans of paint that was mixed wrong, the rest gets sucked down into a Black Hole never to be seen by taxpayers or airport maintenance again. As the Rich become Wealthy and the Wealthy become Wealthier the Airports become Dingier and decrepit “Jewels of Paradise” for all to Suffer the Experience of the Hawaiian Islands.
I personally love the Kona Airport, it is number one in my book. I have been through Chicago, both New York airports, Seattle, Portland, Sacremento, San Francisco, Las Vegas, Denver, Atlanta, and New Orleans. New Orleans is the worst by far. Forgot Spokane also, Spokane is up there with Kona.
We love the Hawaiian air that greets us upon landing at OGG, and wouldn’t want to lose that, but OGG seriously needs updating/enlarging, and better foodservice options. The Kona airport is a disaster – too much open-air. In January of this year we had to wait outside for our flight to board, and it was so hot and almost no shade. I can’t imagine how bad it is in the summer. It’s a little too quaint. In terms of great airport renovations, I can’t say enough about the newish Harvey Milk terminal at SFO – absolutely stunning, so much space, lots of great food options, and great bathrooms!
I love Kona airport! It really makes me feel like I am in the Islands! Only bummer was that they moved all the car rental kiosks from across the street from the terminal to a bus ride up the road but I can live with that as long as they keep the open air and current setup. Yes, like the rest of the states airports, the food choices are poor but most repeat travelers know to grab something before you get there at any of the close, good, local nearby food options.
We pretty much just fly from the coast to Kona. Arrival is not bad; I get the rental car, the wife gets the bags, and we go. Departures are another thing. Not bad getting through security but once inside there are few places to sit, essentially no places to eat, and no places to shop. I would agree that the Hawaii airports are low on the rating scale and not anywhere near as nice as foreign ones (even smaller ones) we have used. In some ways, it seems that descriptions of the Hawaiian Government better describes a Banana Republic than a first-world operations.
I’ve flown in and out of HNL for decades while working as an airline pilot, not counting my time in the USN or when I first flew to The Territory in the ’50s as a boy.
Based upon years of first hand experience with HNL, I can say it’s near the bottom of my list. As regards to customer service, most employees were rude and arrogant, as were the incompetent government employees who staffed the airport, and airport management in general. The concessions have been below average over the years. The only thing that was reliable was the tower personnel; they were sharp.
It seems no matter how much money you dump into the care and feeding of HNL, nothing seems to improve. So where is all that money going?? I think we all know the answer.
I remember when they took out the fountain to put in the freeway access. Sad day. As for LGA being the worse, the new terminal is spectacular. Miami the best? Been through Miami many times, it’s a third world dingy airport from my own personal experience. Maui is certainly the worst in Hawaii in my book, for the reasons you stated. On a recent trip, Southwest was located as far away from the other gates as was possible. (State conspiracy to favor Hawaiian Airlines?) The pathway to the gate was boarded up, blocking light from the few windows down long corridors from days past, wires dangling down from the ceiling, flickering lights. Wow.
Would Love to see improvements & restored direct to mainland flights at funky but user friendly Hilo airport to serve the 100k plus E side residents.
Kona airport “renovations” are shoddy. We know from the gorgeous homes on millionaires’ row beachfront that Big Island construction can be gorgeous and durable, with beautiful hardwoods,,tile, copper downspouts etc. Why cut corners at the airport ?
Cut Corners? Don’t Encourage the State of Hawaii! As practically every Hawaiian Resident has said “The Families and Friends” of the Politicians are all Contractors and Building Materials Suppliers, that’s how They get Rich, the State and Counties get Poorer and Nothing Ever Gets Done! After seeing the never ending, or beginning, public works projects I tend to subscribe to Their Thinking Entirely.
I read the article twice. The only specific examples of deficiencies for HNL seem to be that the new terminal is designed in an impersonal “mainland” style, and that there aren’t enough good places for people to chow down. Is that it? If so, Much Ado About Nothing.
Hawaii airports are reminiscent of travel in 3rd world countries in the 1990s. Hawaii government is inept and moribund. I’ve been a frequent traveler for over 40 years and cringe when I disembark to such shabby facilities.
I just traveled thru HNL and OGG and I love the updates at HNL. Much easier to transition through from car rentals, security and gates. I like that they kept some of the open air portions. But OGG needs either more gates or less airplanes.
You sound like you have an ax to grind with HNL. We fly into Honolulu at leat 3 times a year from the mainland. Specifically from Missouri and we find HNL to be a very pleasant experience. The gardens are a treasure! I love the open air gates and the wonderful tropical feel. I will take HNL any day!
Consistently subpar since the 60’s. Nothing positive will happen to improve this concrete monstrosity until a port commission is appointed.
Hahaha.
This is Hawaii. It will only be made up of the family members of the people currently ripping off the taxpayers.
Just another level of payoffs for the taxpayer to support.
Continuing my Comments, The fact that Low Rankings are Expected and Don’t Change Anything tell the Facts of Hawaiian Airports all too well. The State has its hands in them and that alone is Problematic. An Airport Board, if chosen for Competency, will do a better job. Hiring Real and Knowledgeable Managers and Employees will help also. Take the Concessions and bid them out like everyone else else. Take the Permitting Authority and Demand Accountability to finish projects that have been approved! Enough of Governmental Agencies Hostage Taking! Enough of Wasted Time and Money while Nothing Gets Accomplished. Hawaiians should be Ashamed of all of this! Demand Better. Unseat the Corruption!
We fly from Southern California to San Francisco so we can skip Honolulu airport and fly into Kona.
based on my spouse’s needs for additional help due to Parkin sons our recent trip to Maui waslow key compared to our many other visits. We also had moved to the mid-west so add an additional 4 1/2- 5 hour flight to our journey. It was our 1st time taking advantage of the airports/ airlines wheel chair assistance. our journey there was considerably less stressful than our way back. We took Delta airlines to SFO & stayed several days to visit with family. It was exceptional. As was Hawaiian’s 1st class( we bid on and won).On the return trip we used Alaska thru Seattle as we had Covid era credits to use up. At OGG we were assisted thru security & to the boarding area without incident however there was no assistance down the jetway or boarding
Thankfully I have not been forced to use the new cavernous and bare walled terminal, if I had to it would take me over an hour to traverse it. With the Lack of Anything to aid the Disabled in getting around within the airport it’s amazing that the Federal Government hasn’t stepped in to Demand it. If “open air” arrivals were all like Honolulu with the fumes from airplanes most would have enclosed long ago, but Not Hawaii! I have arrived and departed from several 3rd world open aired airports many times, they make Honolulu look like pre historic. With the infusion of monies that improve nothing why bother! Airport Management and many ignorant Hawaiian Elder Employees should be Fired, they don’t belong!
Just charge an extra 100 dollars pp we screwed up the airport tourest fee.
I have mixed emotions about this. First, let me say that I am rarely at HHL, and always just to change planes on my way to another island. For that reason, I’m a little less interested in the issues at HNL, other than the ones effecting my ability to land, and get to my next flight. Right now, that’s an issue, and one of the many reasons I prefer to fly direct. Mostly to either the big Island, or Kauai. As far as those airports are concerned, I love the “3rd world” feel of those airports they add to the experience for me. I think some improvements are needed, but hopefully those would keep the charm of the current airports. I would like to see the same with HNL. Keep the charm, while making improvements.
I assume that OGG in Maui was built for a fraction of its current passenger load. A lack of seats, sparsely distributed restrooms, dining opportunities than cannot begin to serve the sheer mass of travelers, lack of working people-movers… traveling via OGG is a nightmare for older passengers. And over the past 20 years, nothing has changed.
You got that right. Boarding at OGG we were stuck in an extremely small boarding lounge that looked like it was stuck in the seventies. Our flight was an hour late leaving so one more hour in that atmosphere. Although an attendant helped my husband thru security and to the boarding lounge at that point he left to go help someone else. No attendants arrived at the time of boarding so I was left attempting to maneuver a wheelchair and our carryon bags down the jetway. ( there was boarding assistants at each airport on our journey there)
Agree that HNL leaves you “cold” – I so miss getting off the mainland flight and experiencing the fabulous scent of the outdoor walkway to the inter-island terminal. Oh well – I suppose it’s “progress” but it definitely isn’t “Hawaiiana”!
I have to say whenever I have landed at HNL, I am in my happy place! The flowers are so beautiful. Just knowing I am on this wonderful island. I am happy!
Maybe I am different but we don’t fly into Hawai’i (or live here as we do) for the airport. The lack of food choices is what it is. I’m not here for the airport, airport food, or anything else airport related; I am here to be here. I go to the airport, go through security check in, get to the gate and get on the plane. On the way back home, we land, get our bags and head out.
I’ve been through many “3rd World Airports.” While not the best, HNL, OGG and the rest are not “3rd World.” Heck, I like flying Southwest so we could walk the tarmac to the plane. Maybe we should all take a deep breath, realize we’re in Hawai’i and be thankful.
I completely agree with you. So many people complaining about “food options.“ One would think that everybody is starving or was about to embark on around the world flight. It’s funny what people want out of an airport. I think most folks just need to cut back on their calories and not worry so much about “food options” at airport. Bon apetit!
Eldo I totally disagree. Every Airport that I have gone through including Third World Countries, except for Honolulu, has plenty of options for Delicious Foods and Beverages. The Prices are Reflections of the Costs of doing business in the given Airport, except for Honolulu. Passengers, whether arriving or waiting to embark, are Hungry and know that the Airlines don’t have much edibles. You are fine but most are Not! Hawaii airports care more about Rental Cars than they do about Travelers.
Justin you’re somewhat correct about the “Third World” references, from what I have Experienced in Honolulu Airport and have Consistently Heard of the Negative Remarks about the Others, the Term “Third World” is at least a step or two above Hawaii Airports. I’m apologizing for Denigrating the Third World Airports as they Are quite Better. With the money spent to “upgrade” airports, seeing what it Didn’t Do, where did all of that Investment go? No one will Investigate that!