United Airlines has long served as a lightning rod for Hawaii traveler frustrations here on Beat of Hawaii and elsewhere. From stringent boarding policies to high-profile customer service debacles, the airline often finds itself in the crosshairs of the island flying public’s criticism. United has more than once faced global outrage, too, including when a passenger was forcibly removed from an overbooked flight, an unforgettable incident that severely tarnished its reputation.
Then there was our experience, which we reported last month from Los Angeles, when a United Airlines Agent Shocks Hawaii Travelers With Boarding Crackdown, that sparked a heated debate among our readers.
One commenter, John, shared, “I was appalled at how United handled the boarding process on my last trip to Honolulu. It felt more like a military operation than the start of a vacation.” Another reader, Leilani, added, “The Aloha spirit was completely missing. United needs to understand that Hawaii is different.”
Last week, the US Senate chastised United’s executives for imposing rising fees. One senator said they and other airlines “view their customers as little more than walking piggy banks to be shaken down for every possible dime.”
United puts Hawaii in its lead focus.
Yet, in a surprising turn, United Airlines reorchestrated an event this week that momentarily silenced even its most vocal critics. At Honolulu Airport, the airline launched its annual Fantasy Flight to the North Pole—a tradition spanning 30 years. Employees and volunteers donate their time to bring holiday cheer to children facing significant challenges and their families. For 2024, Honolulu was the first stop in thirteen events worldwide, including Tokyo, Denver, and London.
Families in Honolulu checked in for a unique flight to the North Pole, United’s newest seasonal hub, with its IATA airport code of JOY. Boarding a plane festively decked out for the holidays, the children took a 30-minute flight over Maui and Molokai, eventually “diverting” to Christmas Island. Upon landing back at Honolulu, the magic continued as families entered a hangar transformed into a winter wonderland, complete with holiday activities for children and an appearance by Santa Claus himself. About 125 children and family members participated, creating unforgettable memories.
This year’s choice of Honolulu as the first location was particularly significant. It highlighted United’s acknowledgment of Hawaii’s unique cultural essence and commitment to embodying the Aloha spirit. Volunteers from United’s team and the local community collaborated to create a seamless blend of holiday joy and Hawaiian hospitality.
This initiative marked a sharp departure from United’s typical portrayal.
Instead of headlines about mishandled passengers or rising fees, the focus went to a moment of genuine holiday cheer for these children and their families. Even frequent critics had to pause. A Beat of Hawaii reader, Malia, told us that while she had her share of frustrations with United, seeing them bring joy to these kids in Honolulu made her wonder if the airline was turning a new leaf.
While it’s too soon to say whether this reflects any lasting change in United’s corporate approach, the success of the Fantasy Flight in Honolulu still demonstrated the airline’s ability to deliver something memorable. For Hawaii residents, it was a rare glimpse of United embracing the values of the Aloha spirit—at least for a day.
In the Hawaii airline industry, which is often defined by complaints, United’s Fantasy Flight proved that even these six airlines can surprise us. Whether it’s a one-off success or the beginning of something more, the children of Honolulu were given a moment of magic. And for once, the usual critics had little to say.
We welcome your input.
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I have Never given up on United. Beginning with the EATP (Executive Air Travel Program), the prequel to frequent flyer, I have known the good and the bad of the airline. I will tell you this: United responds whenever I had a legitimate complaint (there are scammers looking for free miles and such). When we’re on a Hawaii flight and a flight attendant is blatantly showing a lack of Aloha, I let corporate know. Sometimes they gave us something, sometimes not. It’s not the purpose of my contacting them. On my spinal cord injury flight flat on my back, I wouldn’t have wanted to be on any other carrier. On vacations with our daughter years ago the same applies. We are a United family and I’m so glad to hear that the North Pole flight has returned to Hawaii!!
The HNL base has been doing these fantasy flights since the 80’s out tutu clause was actually one of the first flight attendants to participate in the fantasy flights since that time. Corporate sets up the fantasy flights but it’s really the flight attendants, customer service, airport ops, mechanics, and pilots that are the ones who dedicate their time to make this possible. We spent our own money on the decorations, costumes, activities, contacted the entertainment etc. I’m a flight attendant that was a costume character and I spent my own money/had borrowed the costume from years past and it was a volunteer event. We didn’t get paid. Our HNL base crew is amazing and honestly like no other base that United has. We are honestly an Ohana. Just the dedication that went into this event and our other volunteer events is impeccable. HNL is separate from corporate and I wish they acknowledged us but we do it for the people and the kids.
I’m glad to see United doing positive things. We fly United to Hawaii every year using United Points. We do one other island on rotation, then Maui. Usually we book the whole trip, 3 legs, and Hawaiian is the inter island trip. Previously, that leg books at no charge. That was an incredible bonus. Now, it is not happening, probably because of Alaskan involvement now. Anyone else have info on this?
Alaska Airlines has been doing Fantasy Flights every Christmas season since 2008 as a part of their Alaska Cares program. Employees wait all year to be volunteer Elves for the flights complete with unique costumes and names. Truly lifetime magical memories for special kids.
news.alaskaair.com/alaska-airlines/alaska-airlines-fantasy-flight-best-gift-of-all/
Love it! Love seeing other airlines do this too! Honestly feel like every airline needs this. We’ve been doing it since the 80s and our tutu clause was actually one of the first to get involved with fantasy flights back in the day.
A leopard doesn’t change its spots. Some whiz in their marketing department deserves a bonus for pulling this off. We haven’t flown United in years because of their abysmal customer service and this albeit heartwarming effort won’t change that . This show of heart is definitely a one-off experience.
A one-off? I think you’re a tad inaccurate with your depiction. Fantasy flight has been happening every year in many different locations, including HNL, for 40 years now. Give credit where credit is due.
Where would Hawaii be without United’s investment?
What a great feel good story to begin my Monday am with!! Good on United—& let’s see Hawaiian, Southwest & Delta top it for a really beautiful Aloha feel—Mele Kalikimaka🎄🌺
Hopefully, they will keep it up!!!
I don’t know where the writer has been, but United has been doing Christmas fantasy flights, largely staffed by volunteers, for decades, all around its domestic system.
Get your story straight about Dao. The flight was not overbooked. Crew for another flight showed up at the last minute on a “must-ride” status.
“Must ride” means exactly what it sounds like it means.
Dao had to get off based on the priority matrix every passenger is ranked on, but chose to fight with security personel who were called when he refused to voluntarily de-plane.
Also to note is that it wasn’t an Actual United Flight, it was a Regional airline flying United Express flights (Contracted flight) for United. And yes it was the Airport Police who did all this. United, the Regional airline and the Gate agents didn’t do anything, it was out of their hands already when police showed up. However Oscar Munoz took the blame cause of the Media frenzy who reports without facts.
Thanks for the clarification. Yes, when a crew Has To Go somewhere or a whole flight will be canceled, they become “must ride” and can bump regular passengers in order of ticket price (usually). Being a frequent flyer in my younger years I totally understand this. From what I understand, this fellow thought he had a “right” to his seat. Based on what I know, it means he had the cheapest ticket.
…..go figure…
I have not had any issues with United flights to Hawaii or any other destination. I am disappointed that United has pulled their evening non stop flight from San Francisco to Kona and pulled their non stop red eye non stop from Kona to San Francisco. I’ve taken these flights many times and am disappointed they’re gone for next year.