Another consumer travel satisfaction survey just released indicates that we aren’t the happiest of travel campers at the moment. The long-time American Customer Satisfaction Index (ACSI) travel study said that “Many folks ventured out to travel for the first time since the pandemic hit only to be met with lackluster service and dashed hopes.”
What about you? When you returned to Hawaii, was it just like you remembered it to be before the pandemic?
According to ACSI, “satisfaction with airlines is flying in the wrong direction, hotels aren’t hosting happy guests, and car rentals can’t get back on track. Anyone who anticipated their travel experience would feel like the ‘normal’ pre-pandemic days are likely coming away sorely disappointed in multile ways. While the desire to travel may be up, it might well be time to adjust your expectations.” Somehow this is sounding familiar in relation to some of your comments.
This study provides customer satisfaction data across four travel industries – airlines, hotels, car rentals, and online travel agencies – based on surveys conducted from April 2021 to March 2022.
Some Hawaii related airline takeaways.
Interesting results from the study that relate to Hawaii include American and United Airlines were both up significantly in customer satisfaction rankings. That came together with a decline in satisfaction with Delta and Southwest Airlines, which brought all four carriers into a direct tie. That’s interesting following studies from Wall Street Journal and Wallet Hub. ACSI said that satisfaction with “Alaska decreases 3%. Note that Hawaiian Airlines was not part of this study.
Hawaii airfares, have, as you’ve generally reported being among the less expensive parts of an island vacation. But not for long. IATA said this week that “Ultimately, this (high fuel costs) will find its way into increased fares.” Fuel is the single largest cost for airlines.
U.S. DOT report is out today.
If you aren’t that happy, you are not alone. Just today, the U.S. DOT announced it had received 3,733 complaints about airline service from consumers in February, up 249.9% from the 1,067 complaints reported in pre-pandemic February 2019. That as airlines flew 88% of their same-period 2019 traffic.
Hawaii takeaways from the DOT report include Hawaiian Air having the best on-time arrival rate, again at 87%. Delta and Alaska followed with 83%. Those three scored well with the fewest cancelations, with HA at 0.2%, AS at 1.5% and DL at 2.4%
Hotels plagued with dissatisfaction.
You’ve been outspoken about Hawaii hotels and pricing that is through the roof. Regular Mignon said, “how can you afford to stay in a hotel in Hawaii? The usual $350-375 partial ocean view at the Big Island’s Waikoloa Beach Marriott is over $1,000 per night!”
According to ACSI, “the hotel industry faces the ire of unsatisfied customers yet again. Guest satisfaction overall falls 2.7% to a score of 71, with over half of the major hoteliers posting ACSI declines of 4% or greater.”
Of the major hotel chains, ACSI said that Marriott, which is the very chain that Mignon complained about, is the best in the industry. They improved by 3% to a score of 78. Hilton, which was ahead of the pack last year, came in second following a 4% drop to 76. The Best Western chain stayed at 75, while IHG plunged 5% to 74. Choice and Hyatt both scored 73, while Wyndham remained at 69.
Car rental industry satisfaction down slightly to score of 75.
Why aren’t we surprised here? You’ve also been outspoken about car rental prices. We were just looking at prices even in the off-season, and the new low price seems to be close to $100/day.
Among the big 3 brands, Alamo ranked at the top by moving up 4% to 79. Enterprise, Hertz and National all tied for second position with 76 points. Dollar was next, at 75; followed by Avis at 74, and Budget at 72. All of these were down compared with last year. Lowest ranked in the study was Thrifty, at 70.
The ACSI study was based on interviews with 6,285 customers. “Respondents were chosen at random and contacted via email between April 5, 2021, and March 25, 2022.” ACSI has been publishing economic indicators for the past 25 years across 47 industries, of which travel is just one.
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Have you had to adjust your Hawaii travel expectations?
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Andy S says
Thrilled with our 2 bedroom ocean front timeshare in Princeville for 1450 a week! Travel to Hawaii can still be reasonable. Just booked RT airfare to Big Island in October for 195 RT. Thanks to BOH for the airfare tip! Andy S
Beat of Hawaii says
Hi Andy.
Thanks. Glad you got reasonable airfare – Jeff bought it too for family to visit. Have a great time on the BI.
Aloha.
Robert T says
Don’t forget restaurant food is hit or miss and prices have doubled.
I hate inflation.
George F says
We are not your usual travelers to Maui. We own a condo in South Maui. We have a car here. For a change United Airlines has been bearable, flying Premium Class. We quit flying first class because of the cost but more importantly, the service was terrible. They ran out of water half way through the Last flight.
Anyway, the prices at the restaurants, what we read about hotel and condo rates and cars is unbelievably high. I don’t know how the average travelers can afford it. Unfortunately it falls into Mayor Victorino’s anti tourist sentiment that they “just want to have the right kind of tourists come” I.e. those that can spend a lot of money and stay in the expensive hotels.
PatG says
Yes, it’s very surprising for a supposedly democratic state, to be so elitist and exclusionary. Hawaii should be open to people of all income levels, and there should be proper facilities on the islands to support them and the exorbitant taxes they have to pay (17.42%). I do believe there have to be limits, though, in every class of accommodation, so that the islands do not get overrun and make life difficult for the locals. There needs to be a balance.
Russ S says
Just returned from Waikiki. Spent 14 days. The hotel prices are just gouging consumers. Especially, considering housekeeping is only every 4 days. There really needs to be an investigation into the practices of the hotel industry in Hawaii. I didn’t rent a car. I flew on Delta from Minnesota and had no issues. The one area that wasn’t discussed that you need to be aware of is the restaurant industry. I realize it wasn’t part of this report. Be aware it was difficult getting to eat. Lack of workers, some restaurants no longer serving breakfast has made it a challenge to find a place with out wait times to get seated. The Japanese our now coming. Waikiki is not ready for the influx.
John R says
Aloha, travel to Paradise will never be as it was prior to the “coof”. Airlines have developed a “better than thou” attitude thanks to their enforcement of mandates, they feel the power that so many elected officials felt dealing out lockdowns and mandates. Hotels trying to recoup losses from the pandemic and the state’s restrictions on rental properties have changed schedules, affordability went from a week to just a few days, and few people want to spend 14 hours in the air for a weekend getaway. I won’t even comment about rental cars, that pile of bull speaks for itself. Ultimately, Hawaii has become, again, a destination for the uber-rich and many Americans who enjoyed Paradise, now seek resolution in less stressful and affordability.
Bob L says
So glad we went last summer (2 times) just after the “false opening” up of Hawaii. Minimal crowds, cheap airfare and plentiful accommodations on the BI. That was a once-in-a-lifetime chance to visit Hawaii with minimal cost and low crowds. I don’t think we will ever be back there again with the high prices and crowds. We’ll probably go south of the border from now on.
PatG says
Those complaining about hotel prices – short-term rentals are the way to go! Double the amount of rooms for half the price, even with the added-on cleaning fees, etc. Plus, a full kitchen in most of them. They are the only accommodations that make sense right now!
Leith W. says
Not really. On Oahu, u must now stay a minimum of 90 days at a short term rental. Who has 90 days of vacation time ?!! No one I know
PatG says
There are short-term rentals in some areas of Oahu that do not have the short-term rental restriction. Check the rental sites. Also, Maui has short-term rentals and even more beautiful beaches.
Bob L says
Hawaii is clamping down on STR’s so they too are expensive.
PatG says
They are still half the price of hotels for double the space. Just take a look at some of the short-term rental booking sites and compare.
Harvey H says
This will be our last time to Hawaii. To rent a car in Hawaii for 5 weeks is what some people pay for a vacation.
Leith W. says
I will never go back to Hawaii again!! On Oahu, they just passed a law requiring a minimum 90 day stay if u don’t stay at a hotel; u cannot have a photographer take ur picture on most of the beaches there. If you do, u will be fined. And the exorbitant fees for non-Hawaii residents to visit many tourist attractions. Hawaii has become a police state. They do not realize how tourism sustains these islands & are really biting the hand that feeds them.
MaurW says
Anyone contemplating hotel and car rentals, I suggest leasing a condo thru AIRBNB, VRBO, and cars thru TURO. Staying in a condo, you save on cost of meals, if you take advantage of cooking at home. Stock up at Costco and local stores. We spent approx $160 for 4 people for 7 days! Our TURO host could not have been more accommodating.
Alfred H says
Hotel and Condo rental prices on Oahu are lower than on the other Islands. The Courtyard Marriott at OGG (Kahului Airport Maui) is $500 – $700 a night, for a hotel room, at a Courtyard! On Oahu, they are around $200 a night like the mainland. In Kapolei on Oahu, next to Ko Olina, there are similar hotels for around the same price. In Ko Olina, you can rent a 3br/3ba condo on the beach for around $700-$800 a night which would only get you a hotel room on the other Islands. We’ve been watching prices because we want to have a mini staycay but even with Kama’aina rates, the other Islands are $500 a night. Cheeper to buy a $90 round trip and just go visit for the day.
Beat of Hawaii says
Hi Alfred.
We are with you on day trips between islands only. No packing or unpacking required either.
Aloha.
Pam S says
Thanks BOH for always keeping us in the know. I just returned from my April trip to Kauai. I flew United Airlines from Florida and was very satisfied. The flights were either on time or arrived early. My flight into LIH arrived 40 minutes early. I was planning to return in June or early July, but I just checked prices and they have doubled. Yikes!
Beat of Hawaii says
Hi Pam.
Thanks. We hope you had a great time here, on Kauai.
Aloha.
Hugh B says
Thanks for all your great incites! Your blog is a must read. Reasonably priced travel to the Hawaiian Islands will not return. Island residents have to make more $ to offset the high cost of living. REIT groups that own all the hotels will continue to raise pricing to make up for the shutdown and provide ROI. Real Estate speculators will continue to turn homes into short stay rentals and take no responsibility for bad behavior.
We will return to Hawaii if we can afford a long-term lease in a detached home. Our current travel plans are concentrated in the continental US and in the Caribbean on one of the better administered islands.
Beat of Hawaii says
Hi Huge.
Thanks for much for saying that – you made our day. And for your input on this and other articles.
Aloha.
David L. says
Hopefully, the balmy Trade Winds are still a source of enjoyment. If the restaurants, car rentals, and hotels are not like we remember, at least it won’t be a surprise. The surprise will be if we get good service.
Elizabeth H says
We’ve been coming to Hawaii almost annually since 1995. Our last visit was February 2020. We finally made it back In March 2022 and we spent a week on Kauai and a week in Waikiki. For us it felt like old times – we had an amazing time. The wait times at restaurants were maybe a little longer but we didn’t mind. We appreciated the hard work of the employees helping us. We were just thankful to be back to our favorite place in the world. Aloha 🌺
Erika says
Good honestly if you can’t afford to come here don’t come here we have to stop targeting cheap visitors. We keep going on about supporting our economy and such. But how can we say it’s supporting the economy when airlines are offering cheap flights and there are discounts offered and visitors choose not to support local business in order to save money? How is that helping?? It isn’t!
PatG says
It’s very elitist to only want rich people to visit.
Jennifer S. says
We had a 4.5 !! Hour wait for our room at the Westin Kaanapali villas in late March. They claimed not enough house keepers have returned from the Phillipines. We were very angry, and especially so because during those hours no one came to check on us, to offer us a drink or meal (we had to pay for a mediocre salad in a plastic take-out box from their crummy and overpriced deli-cafe salad in a lobby coffee table. We got no action from 4 complaints to desk clerk and concierges. Only when I told the managers secretary that I would come up and sit outside his office did he come down. We got our room 15 minutes later. Squeaky wheel. And a $200 resort credit.
Debbie S. says
I am astounded at the rental car rates. I feel that the rental agencies like the fact that I now need to spend over $100/day to rent a car and have no desire to go back to the pre-Covid rates of $30-40/day
BARBARA M says
You just need to know what to expect going in – i.e., car rental prices – then if you still want to go, just smile and make the most of it – after all, you’re in Paradise. If you go in naively, yes, you will not be a happy camper!
PatG says
Best comment here.
MT G says
Not sure why people are paying double 2019 prices for worse experience. I guess people dont expect much nowadays.