No customer service, no problem. Or is it? Hawaii travel is fast-changing in unexpected ways.

Hawaii Travel Customer Service Is Dead. Here’s What’s Next.

No customer service, no problem. Or is it? Hawaii travel is fast-changing in unexpected ways.

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41 thoughts on “Hawaii Travel Customer Service Is Dead. Here’s What’s Next.”

  1. No hard sell for auto insurance when picking up the rental car? I like that. Making dinner reservations online? I can do that. Checking out of the hotel, no problem. But while we stay where we stay because it feels like a piece of heaven, we don’t want to feel alone there; we enjoy connecting with the staff, who also add to our experience. Mahalo!

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  2. I have had so many bad experiences with “foreign” call centers that, to my chagrin and embarrassment, have actually become rude myself. If needed, I will tell the rep that I cannot understand them and have actually hung up. That isn’t the real me! But if someone cannot understand or answer my question in an appropriate manner, that is their (actually their employer’s) responsibility not mine. However, bots Never seem to understand my question so it’s a No Win!

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    1. I am pretty sure we have the right to request a rep whose “first language is English.” They will do that or transfer you back to the states. Of course. This policy may gave changed but it is certainly worth a try.

  3. My problem with these computerized “customer service” systems is that when I call my problems are almost never on the menu. Just recently we had a dead car in Alaska. Called AAA. “What state are you in?” “Alaska” “You’re in Hawaii?” “NO. Alaska”. “Oh you’re in Florida”. It very quickly escalates.

    I would probably not make a good business-person but it seems making more money trumps everything.

    11
  4. My wife’s boss in 2012 asked her why she didn’t return her text. We were at happy hour with her and I said I don’t believe in it it’s the start of the downfall of society. People need human interaction. Theres time for technology but then there’s a time to dial it back. I think a lot of the problems today stem from people feeling isolated and not knowing how to interact anymore. At a dinner a few weeks ago our friend brought his two kids. We were there 3 hours I can’t tell you what they look like as all I saw was the top of their heads as they stared at there phones. Then we complain the younger generation doesn’t want to work or doesn’t care or wants to work from home. Why would t they they have no people skills and so everything from tech

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  5. One word, ‘Hospitality’, it’s the Hospitality Industry, the expectations of those staying in a Hostel are far different from those staying at a Resort, with Resort Fee’s, where there are expectations historically, measured against diminished experiences. It begins before Check-in where Loyalty is greeted digitally with an e-mail confirming one’s arrival, confirming their Category of Space. At Check-in, what if the Room assigned does not match the Request and one is a Returning Guest (possibly 20+ times), one cannot after a 6-12 hour trip want to state their case with an algorithm. It may be the bold new world, but $350/Rm. + before Tax, Resort Fee and Valet Park, The Outrigger is not the Moana Surfrider! A hui Hou.

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  6. The call center for Hawaiian Air was one of the worst customer service experiences I’ve ever run across. In trying to rebook a Covid cancelled flight, I ended up having to go online and tell her what flight/date/time, because she kept telling me that the flight didn’t exist. Unfortunately, the website sent me there, or I’d have been done in 5 minutes (instead of over an hour) doing the change myself. Not what I expected from Hawaiian.

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  7. I am sad to see People Go Away… it has always been about the People. The customs, the history, the mellow ..relaxing way of life..

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  8. There is no technology that can replace a smile and a true greeting of “aloha” when it comes to Customer Service. Nothing soothes frustration as much as a real person telling you they can help you solve a problem.

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