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167 thoughts on “This Hawaiian Airlines Terminal Is A Traveler’s Nightmare”
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More travel reports are coming after getting through this airport maze.
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It felt more like three miles!
I changed to flying out of LB airport after reading your all comments. I recently had surgery and can’t walk that far yet. I couldn’t get ant clear advise on how Hawaiian at LAX could assist me in a wheelchair getting to the gate, LB worked out great for me.
Hawaiian Airlines should speak up and definitely needs to improve the current situations with LAX if they want to keep all valuable customers.
The LAX/Bradley Terminal experience when flying to and from Honolulu was a nightmare. Getting to baggage claim has to be the longest hike I’ve ever taken in an airport. The back and forth of up the escalator, down the elevator and back again seems like an unecessary burden on travelers. Who ever designed the layout really dropped the ball. It’s the last thing you need after a long flight. Now that I have experienced this afront to customer service on two different trips to Honolulu, I am not inclined to make a third trip.
One thing to remember is that Hawaiian Airlines did not have a choice in the decision to move. At Los Angeles, they are not a major player and got forced into TBT. Let’s hope the current arrangement for getting to baggage claim can be fixed. On the positive side, We do get our steps in when returning home!
You can fly to Hawaii again, just not on Hawaiian. That’s my plan next time I go home. Good luck!
Never again! I’ve flown Hawaiian in and out of LAX twice this year. I will never do it again. The walk is ridiculous: Up, down, around, up, down, around. And signage for baggage claim is nonsensical. Leaned on this trip that this setup is permanent. Not for me!
We have dealt with the Hawaiian Airlines baggage claim issue since their first week in Tom Bradley at LAX. The very first trip, I felt like a rat in a maze. I hope they can make changes to the route from arrival to baggage claim area. Remember that Hawaiian Air did not choose to move to TBT, they were forced there.
We were in Las Vegas for a reunion then flew Hawaiian to Honolulu for a vacation before flying home to LAX. We hadn’t been to Hawaii since before the pandemic and were totally unprepared for the nightmare walk from the gate to baggage claim in terminal 3. My husband is 82 and both he and I have mild knee issues exacerbated by prolonged walking. Additionally, you can no longer have a private car service pick you up at the curb. After that nightmare walk, you then have to heft your luggage onto a shuttle for a trip out to Zone 20A…. We are planing on terminating our Hawaiian miles cards we’ve had for over 20 years and switching to Delta Skymiles so we never have to fly into or out of that terminal again!
Did you get assistance from Hawaiian to and from the gate? This is terrible news, I, too,have flown Hawaiian over 50 years but not out of LAX. This sounds awful. I am recovering from surgery and cannot walk far. I asked for wheelchair assistance, you cant have a service meet you at curbside when you fly back?
I agree. Lax is a train wreck. It’s terrible flying Hawaiin both in and out from there.. But Honolulu is also a mess. From the time we turned our rental car to the time we hit our gate was about an hour. A long line at the return shuttle (only way to get from all rental cars return to Hawaiin terminal 1) and then a walk to the wiki second shuttle after TSA.. Finally a second security check at the c Gates terminal. Hawaiian sure doesn’t make their flights easy on anyone and I feel terrible for those with mobility issues. Delta was much much easier and after 20 years with Hawaiin, with their new changes we may change away from them. Heck they don’t even give out the chips or the cookies or the chocolates any more on their flights.
I can not walk from the check in to the gate as I just had major surgery. Please Is there a way to reserve a cart? Thank you for any help you may give me
Hi Karen.
We don’t know if a cart is reservable. Recently we have found the carts to be widely available, but we’d suggest contacting Hawaiian Airlines to inquie further about your situation.
Aloha.
Hi Karen: I too found out too late about Hawaiian at LAX. I always fly and I now have my closest airport. I am mobility challenged too from an accident, ,did they accommodate you to and from the gate? I requested a wheelchair but the procedure is very vague. It makes me uneasy since I cannot walk that far right now.
Would greatly appreciate your comments on how it went, or anyone else who recently flew them and needed assistance. I wish I could change to another carrier but I don’t want to pay twice.
Mahalo🌴.
They do have golf cart type assistance for part of the “hike” but it is not from check in to your gate. Hopefully you can get wheelchair assistance from where the golf cart drops you off to your gate.
Thanks, Ed. After reading all the comments onthe mobility issues I just changed from flying out of LAX to going out of Long Beach. They were very kind there were no change fees
I feel much better about this, HA out of LAX seems way too intense and fraught with unknowns. That is no way to head to the islands. . . I always fly Hawaiian because it’s so easy, so pleasant and you feel like you already home once onboard. Mahalo to you and everyone for the warning about LAX! Dodged that bullet. Whew.
What a shame others won’t .
Flight HA62 from KOA lands at LAX at 1150pm. Unfortunately the golf carts end at midnight but in reality they stop at 1130pm because “we have to take the cart upstairs to charge them for tomorrow”. So for this return flight it is a looong walk to baggage claim. I’ve cancelled my HA credit card and now fly AA from LAX to KOA.
My wife and I flew Hawaiian flight #33, out of LAX on Nov. 21. Since my wife had recently broken her leg and had just been placed into a boot, she had the cart. She did have to walk about 100 yards from the Hawaiian ticket counter to the Assistance area. From there she was in the golf cart that took us right to the waiting area for our gate. I was offered a ride but choose to “hoof it” since I would be sitting for a good many hours. We are both early 70s and in good physical condition under normal situations. We arrived at about the same time, the golf cart at the gate waiting area about 20 yards in front of me. I do agree, the terminal that LAX Forced Hawaiian into at Bradley is a nightmare.
Hawaiian’s LAX terminal is rated “Avoid At All Costs” for me. We like to fly the wide bodies for the lay flat seats, but after one time in this terminal, we vowed to never return. We fly out of San Francisco now, even though LAX is closer. Close to a 2 mile walk, confusing signs/directions, no lounge, and they didn’t even have curbside bag check or a dedicated first class line. Hard Pass to flying Hawaiian out of LAX.
There are non stop flights to Honolulu from San Diego and. San Diego is an easy airport to get to, Park, and it is a small airport. It may be worth the drive. The nonstop leaves at 8:30 am so the drive down is pretty fast.
I just arrived in Oahu from LAX. The amount of walking is exhausting, especially if you have heavy carry-on luggage. Fortunately for me, I tore the ligaments of my left ankle, so I had to walk with a boot. I requested a wheelchair and was able to avoid all the walking. It is a very long walk, I recommend you get a wheelchair if you are over 70 yrs of age, or you won’t be able to make your flight! The change Hawaiian Airlines made is not for the traveler , but for the benefit of Hawaiian Airlines. Not sure why Hawaiian Airlines made these changes. I won’t be traveling on HA in the near future, if I have to go to LAX.
Hawaiian Airlines had little choice in the matter. They are small players at LAX. The word is that another major carrier (I don’t recall which one) needs and wants more gates in Terminal 5 at LAX.
My suggestion, send an email to Hawaiian Airlines and ask them to schedule an A-330 from Long Beach!
Thank you for your article. We did that long walk to Hawaiian Airline gates last year and we were very disappointed. I am handicapped and there was no one driving the golf carts, they were all parked. Once at our gate, the was no restaurant or food service, only a gift shop with sandwiches and green salads. Not a good beginning to a great Hawaiian adventure. Leaving for Hawaii again next week and we prepared for the experience but not looking forward to it.
Do Not fly through LAX!!! Had a 9 hr layover and the terminal is closed at night Had to sit by ticketing With very limited seating.Then finally when they opened Had to walk 15+ minutes with no lounge by the gates and very few services!!! LAX Sucks! Worst Airport Ever! TSA was very condescending and Rude also! But what’s new!
We had already bought our tickets when we saw this article. Went to this new terminal last Sat. It was a nightmare! We walked long hallways plus, 3 moving sidewalks, plus 3 escalators and still weren’t outside. Sometimes we had to pull our bags up steep ramps. Finally we and another couple asked how to get to baggage claim. We had to go in an elevator to get there.
While reading this I sincerely felt the feeling of the unknown along with you, reminded us of searching for baggage claim in Honolulu which is for the most part unmarked. What surprises us is that the more we travel out of the country that on arrival we can find our bags easily. Even the US Airports we have flown to/from, except Honolulu, make it known where baggage is, it’s not being held hostage. Why? Another way of saying don’t visit?
I agree with this article. Never again will I use Hawaiian Airlines going through or ending at LAX. Our flight was already delayed 3x in one night, the Mrs. was trying to recover from a back injury and I was left to deal with 3 younger kids and trying to corral our baggage once we did get to baggage claim. Worst experience ever.
I will say that Long Beach is just down the 405 Freeway from LAX and it is a dream to fly from there! Hawaiian is great!
For those traveling to So Orange County, John Wayne Airport (in Irvine) is the best! No long walks, and wandering along long hallways to find where “baggage claim is”. Hawaiian Airlines does not go to JWA, but many other airlines do! I agree with other readers, LAX is one of the worst airports ever!
The only issue is that your total flight time will be several hours longer. I do not think there are any direct flights from John Wayne (SNA) to the 50th state. Your other options are south to San Diego, east to Ontario or north to Long Beach
Provided you are not running late, other than being a long walk to the departure gate, it is fairly easy to find, even though you make a number of turns. It is upon return to LAX and headed to baggage claim that the signage is inadequate. I don’t know if Hawaiian Airlines can do anything about it or if it is up to the LAX operators to deal with signage.
Wow I did not know they moved! Does this mean you have to pass through customs even though you’re doing a domestic flight? It seems crazy to have everyone do a customs check to get to the mainland from Hawaii! Thanks for the reply!
Hi Gabriela.
No, you do not go through customs. It’s just in the same terminal.
Aloha.
Unfortunately LAX is a dump of an airport and sadly always will be. It wasn’t a smart move by Hawaiian to move to the mid field terminal from Terminal 5. As mentioned in the article, it is quite the hike from the ticketing counter all the way to where Hawaiian flights depart.
It was not a decision of Hawaiian to make the move. The powers that be at the airport do it. In the grand scheme of things Hawaiian is a small player at LAX. At first I thought it might be cool but it is one heck of a hike, particularly if you are running late!
I asked a security personnel where the Hawaiian Airlines terminal was. They chuckled and pointed at a hallway. They pointed and said, “Just keep going.” I was not prepared.
Isn’t it sad when you realize that you are about to embark on a journey that you are not prepared for. When Security “chuckles” you know that you are a part of a really bad joke.
Just arrived back from Hawaii today. Terminal B at LAX is a mess. Your description of the walk from the gate to baggage claim is perfectly accurate. Unbelievable to think Hawaiian Airlines thinks this is an improvement from terminal 5. I heard lots of comments from passengers saying the same thing. I will definitely not use Hawaiian Airlines to Hawaii from LAX again. Which means No Hawaiian Air anymore. I think otjer travelers will do the same thing.
I was a regular flyer Kaua’i to LAX last 15 years.
My experience going through Bradley last two trips was awful. This Pualani Platinum member is pissed at the BS that move caused; and Hawaiian Air, cut the crap on trying to market the move as positive. Do better.
Hawaiian doesn’t have a choice in terminals at LAX any more after Delta bought out HA’s share of terminal 2 operations several years ago. Like all smaller carriers they are assigned gates and terminals, and with every major airline expanding in ‘their’ terminals, there’s no option other than Bradley.
I hate the Hawaiian Terminal change!
Correct. Some of us are on the East Coast
I’m hoping that the move will allow a quicker gate arrival. Previously at Terminal 5, Hawaiian seemed to have last priority at arrival. Several times we had to wait 30 min for a gate to open up.
I dont understand why nobody is flying to Hawaii from SFO? Again, Hawaiian Air is Not the only airline. I flew into Oahu last week on United from SFO. It was great! No long walks and SFO has a great food court with a majority of healthy options. Fly out of SFO and you can avoid all the hassle.
That requires a flight to SFO first!
I often wonder if the Airport’s that do this, exiling passengers to distant gates, have either a problem with the Airlines involved or not enough constant and consistent passenger volume or possibly even paying a reduced gate position fee/rent and/or any combination of all of this. Whatever prompted the change it certainly is Not a Plus or Passenger Happy Change! No Spin can hide all of the Negativity associated with this. Hawaiian needs to Do Better than this, Mitigate by providing in Airport Shuttle Service. It will help a bit.
Sorry to hear of your debacle at LAX, I know all too well how something like this can feel like after a long flight, mine nonstop from Newark to Honolulu. I am disabled and have problems walking, Briskly being a snail’s pace, it sounds as if HAL new and improved was copied. 20 minutes doesn’t even cover it to baggage getting off of United for a Normal Person in Honolulu, don’t get lost looking for signage and Never look for Transportation, you’ll be looked at like a Space Alien! Don’t expect a reply to your question, isn’t happening unless it’s another passenger or someone else looking for a non existing Handicap Ride! It’s Torture before you are Robbed by Car Rental, Hotels and Resorts, and Prices. Never used to be that way, Shameful.
Agreed. I’m now sitting in my seat about to leave to Maui from LAX. It’s basically a 20-30 minute walk after going through TSA. But here’s the kicker. My flight leaves at 8:10am. At 8:40am, halfway through the walk to gate 206, they announced “All passengers on Hawaiian Airlines to Maui should have boarded. We are about to close gates. You have only a few moments then you’ll miss the flight and have to go on tomorrow’s plane.” About 40 of us started running. Those of us with coffees in our hands three them away (mine was almost full). We arrived at 8:47 and all of us were pissed. i suggest adding at Least an extra half hour if you’re flying Hawaiian Air out of LAX. I used to arrive (without checked bags) an hour before boarding. Not anymore
I agree with this assessment. My husband and I traveled on Hawaiian to and from Kona in April. We were very angered by the long walks in the terminal because we are both in our 70s, me with a bad knee and him with breathing difficulties. There were no golf carts available from check-in to the gate. I did get a wheel chair from the plane to baggage claim, but he did not. We had to stop many times for him to rest. If not for the attendant pushing my wheel chair, we would have gotten lost getting to baggage claim. Directions were few and far between. Hawaiian did not seem to take seniors into consideration when moving to this gigantic terminal. A mile plus each way?! We won’t be flying Hawaiian any time soon; at least not through LAX.
Flow out of SFO unless you live closer to LAX. There are many connecting flights that fly into SFO.
There were golf carts but only for short spurts of the obscene walk required from Check In or to baggage claim! LAX must hate Hawaiian Airlines.
I just did the walk of shame both ways at Hawaiian LAX. It is a disgrace that Hawaiian treats its customers like this. 15-20 min? No, More like 25 min from check in to gates and 30 min from gate to baggage claim. Keep in mind you are doing this with your carry-ons, up and down many escalators. And almost no services at the gates. I had to walk back almost 10 minutes just to get coffee. Insane.
Keep in mind that Hawaiian was assigned to this terminal by LAX airport authority. The company simply tried to put a positive spin on the move.
I agree, there was talk last Fall about Code-Share with AA (Terminal 4-5), they have Air Canada (neither Code-Share/ One-World) , or Terminal 6 now with Jet Blue/Spirit, coincidentally Hawaiian does share Gates with them at many Airports including JFK and Sky Harbor. If Hawaiian became part of One-World or minimally as Alaska, as a Code-Share, I think they would find their way back into Terminal’s 5-6 very quickly, as they fulfill a need for AA, who has cut back Phoenix Sky Harbor drastically, Non-Stops East or West! If that were to happen, tangentially I see Jet Blue, Hawaiian and Alaska moving back to The Goldwater Terminal in Phoenix from the McCain. Regardless LAX has created a nightmare for Hawaiian.
Hawaiian moved from Jetblue share to JFK terminal 4 recently
From the Sound of things at LAX, HAL will be needing several PR Firms and still won’t be successful. Relegating them to a Distant and Hellish place such as what has been described they should have electric mini buses to move everyone from place to place. It’s not like Honolulu where the Elder Hawaiian Employees need to be Replaced. I actually believed they only knew 1 phrase,”Keep Moving” but found that they knew 1 more,”I Said Get Moving!” All I asked them is “Can you help me, I need transportation please!” As I’ve seen many times Quotas, Nepotism and Unionization can protect and Breed this Contempt. Where’s Customer Service? I’ve Always been a Worker and Middle and Upper Management eventually, Customer Service is Always Job #1.
Thank you for bringing this to people’s attention. Last March, my wife and I took her Dad to Kauai, and, although I fly out of LAX frequently, it’s not on Hawaiian Airlines, so, I didn’t realize they moved to the Bradley Terminal. Fortunately, my father-in-law is fit at 81, he even hiked up Sleeping Giant, but I was shocked that a popular airline used more frequently than most airlines that fly out of the Bradley Terminal, mostly international flights, would be relegated to the gates farthest from ticketing and baggage claim. Definitely plan on extra time arriving or departing from LAX when flying Hawaiian Airlines, and don’t forget to use the golf carts if needed.
Sleeping Giant is an amazing hike, he’s in wonderful shape for his age. I did it a few times in my youth, decades ago. Used to have relatives in Meriden and lived in Yalesville at the time. Connecticut is a Beautiful State with plenty of wonderful things to do. Living there just isn’t one of them for me anymore.
Traveled HA LAX to OGG 4 days ago, knowing about the walk from the baggage check in at Bradley terminal, having experienced it several times. Entrance to TSA pre-check not well marked, in fact, it is there, but facing in a direction not easily visible unless you are 10 feet tall. TSA is a piece of cake, but just the beginning of the nightmare maze of corridors, turns, rare people movers, and finally, the gate that is at the furthest end of the building. Dislike LAX, especially with the years-long construction, but offers non-stop. Flew Southwest Air Ont-SanJose-Lih last year just to avoid LAX, and that was manageable.
Hated the long walk! I use a cane and can’t walk fast. Leaving LAX was a surprise but coming back was worse! I had to wait to get a ride on the golf cart until it filled up. Then I was dropped off at a mid point on the way to baggage claim where I waited another 30-40 minutes for a wheelchair. In the meantime my husband was waiting for me in baggage claim until I arrived. He had to wait so long that baggage claim closed and the lights were turned off!!
Husband flew Hawaiian LAX to HNL today and he has bad knees and a new hip.. what gives? the 1.3 mile trek is fine for some not all. a fleet of golf carts and conveyor belts would be great.. and for the more athletic .. signage as to just how many steps they’re about to clock on their health app.. would be a light reminder to trade flip flops for your sneakers at this point.
So spot on about this article .. for this reason even though we have hawaiian miles we always opt not to go w Hawaiian to or from Lax to Kona and we travel there a lot.. We dont check our bags and still getting out of terminal on way back to LA is a crazy nightmare of different escalators and long walkways .
Wish we could share w more people but were not on social media . Thank you for your good reporting .
While I am less than thrilled with the current situation at the TBT at LAX, from what I understand Hawaiian Airlines did not have a choice in the matter. They are apparently considered a small time player at LAX. Just another reason for them to fly the A330 out of Long Beach!
This is no joke! I was taken by surprise upon returning to LAX. Thankfully the golf cart driver convinced me I wanted to ride, though it didn’t help with the maze of escalators and corridors. Terrible signage as well.
We flew LAX to OGG this week. It was horrible! I have a walking cast and yet only saw two carts with people. No time to wait. Had to walk it. Will use Long Beach or ONT from now on. It looks like there might be a people mover in the future, but I’m not taking the chance of that walk again.
Long Beach! Bring in the A 330 to LGB! Yes, the runway at LGB is about 4,000 feet Longer than at Kahului!
As a recent retiree I agree the walk is entirely too far. The lack of signage and directions only adds to the negative experience of traveling thru LAX from and to the Hawaiian Air Terminal. I observed families with young children, the handicapped as well as the elderly (55+) having difficulty via this long confusing maze. Maybe Hawaiian Air could provide a map to its customers to add to their otherwise excellent service. I recommend getting to the TSA line at least 60 minutes before your flight. Depending on the TSA delay, maybe earlier. Mahalo, Kenneth K.