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. During a recent visit to Hawaii this summer it was hard to feel that Hawaii businesses
    s appreciates people who visit the islands.
    Most local people we encountered were wonderful, however when interacting service industry related staff (car rentals, hotels, restaurants, etc) customer service was severely lacking.

    Lack of smiles, heavy sighs when asking simple questions, employees chatting about their night out with “Dereck” while customers are waiting to be taken care of was the norm, not the exception.

    Resort fees, 20% service/tipping, fees for returning your car early, fees for checking in a bag, OK, thats the way things are now, and it’s expected I guess. But can you at least provide adequate service and a smile to your guests

  2. The disappearance of live customer service makes me very sad. Our family has many years of fond memories of the Outrigger and its staff. They welcomed us with the spirit of Aloha and the warmth of Ohana. Technology can be used to book a room, but human iteraction is what touches the heart.

  3. Sorry to read your take on this. My prediction, coming from a lifetime as a sales person and business owner. This solution may work, but my bet will be on the hotels that continue to provide personal, face to face solutions. People problems with services and products will continue. The company that addresses those with a friendly face and great attitude, especially in hotel management will prevail or come out ahead. When a customer is using my product or service, I want that customer’s problems corrected as quickly as possible. We all know what talking to an impersonal voice at the other end of a service call is like. At best, an inconvenience and at worst, a trying, patience testing event. Good luck going forward.

  4. Mahalo Beat of Hawaii.
    I’m so thankful for you and your updates.
    I have an off topic question.
    I have Ohana wanting to come and visit. One of my family members is a very healthy native Hawaiian that left the islands, with her parents, when she was 9 years old.
    Seating is a challenge because of her size.
    Any thoughts on how to handle the situation?
    She’s coming from California, if we can figure out how.
    Aloha and blessings to you both.

  5. The hotels contribute to the social and economic abuse of Hawaiians. They charge double or triple pre pandemic prices. 1500 per nite is now typical at many. Anything under 1000 is a deal. However they still fail to pay a living wage to employees with benifits we all need. All this while posting record profits. It’s always been this way and people’s live don’t matter, only the bottom line. They have plenty of water meanwhile the workers who live upcountry are on stage 3 water restrictions. They have more money in one place and with it are able to sway the politics any direction they choose. Good luck serving the working man’s needs in a corrupt political environment. It’s just so obvious it cannit be denied.

    1. It is easy to blame Hotels and an Industry, however it is important to remember the Hotel Ownership and the Brand Marketing it for the Owners are distinct Companies, it is the Owners who control what is open offering Value to Customers. At both the Royal Hawaiian and Moana Surfrider, they have never re-opened their Beach Club or Meilani Lounges, both part of their Tower Patio Products, in Waikiki from the Outrigger’s, Hyatt’s Mosna, Royal Hawaiian, Princes Kaiulani, Sheraton Waikiki, Halikalani, Halepuna, The Prince, Kaimana Beach, Laylaw, Ritz-Carlton Residences, Doubltree, Hilton Waikiki and Grand Vacation, Illikai, Aston, Embassy Suites and the Kahala all are Japanese Owned, they ultimately control the experience and working conditions.

  6. Adding more signage at Honolulu Airport would greatly help too. I was there recently in July checking in at Alaska Airlines. After getting my boarding pass I headed to adjacent TSA screening area that was closed and directed to next gate opened. The attendant said everbody enters this line even when I showed my precheck TSA ticket for directions. 40 minutes later, the precheck line was next side over. Golly gee !!

    1. This is true Rowena! It’s like you have to know the secret line and where it is because airport employees do not know, this has been my experience the past two times I was there. Upon departure I am always looking for the TSA pre line and it is never marked, it is a secret you need to already know- I just get there a bit earlier now to scout for the secret line. it moves!

    1. Given the rates they charge, they have an abundance of income with which to achieve this goal…if they so choose to do so…

  7. The costs are high enough in Hawaii to justify feeling a real person should be present. The greed is ugly, and not paying people their worth is tacky. I purposefully wait in line when I have time at checkouts. Get rid of people at what means? Do you like automated bots asking you to repeat yourself after pressing 5 buttons for your call to be redirected? People need to interact despite the introverted data collectors think. Pay the people instead of paying for automated machines and software updates. Not impressed with cheap companies. BTW when your hotel room smells or has roaches go to that automated machine and tell it you need a new room, good luck.

  8. We have been coming to Maui and Kauai for 20 years and consider a second home – of sorts. The customer service on the islands has, in general been, really good. We are in late 70’s. I am spending my retirement dollars visiting the islands. I make all reservations on line – from flight to cars, to hotel, to activities – works well for us. But….when checking into our resort I want a live person. We have special needs that a kiosk can’t accommodate. It’s cold and impersonal so until the Aloha spirit.

  9. If I can’t speak face to face, up front and personal, it’s not for me. I am not a robot! I prefer personal service. When I visit Hawaii I want personal service, housekeeping daily, staff checking on my needs, full amenity’s ect. After all the reason for vacation is to relax. This is why I pay big bucks. We are becoming dehumanized!


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