We’ve had the chance to speak with each of the call centers of the airlines that fly to Hawaii. Booking flights in order to do Hawaii flight reviews recently afforded us the opportunity to speak to several of these centers, and we decided to contact all of the remaining airlines to see how well they dealt with the same request. While not overly “scientific” in our approach, we did do our best to be as evenhanded and consistent as possible. Results varied dramatically in terms of quality, phone systems, wait times, and call center agent interactions. One thing that’s good news, is that almost everyone is answering the phone much faster now. We had very few significant wait times in the process.
Keep in mind that if you are a frequent flyer with an airline, that can change your experience when calling customer service. The airlines are masters of data, and they know who is calling and how to parse out calls for their benefit.
Regarding foreign call centers, only two of the six domestic airlines flying to Hawaii, Hawaiian Airlines and United Airlines, had foreign call center agents who answered our call. If you didn’t know, the average pay for Philippine call center workers is $240-$270 per month with limited opportunities for advancement.
Alaska Airlines. 10/10.
- Technology: 10/10. Simple phone tree.
- Wait time: 10/10 There was a wait time of fewer than 2 minutes.
- Interaction: 10/10 The call was answered by an Alaska agent based in Seattle. The experience with the agent was good, and they were helpful and knowledgeable. They were well versed in their website and pointed out exactly where to go. In our experience with them, the agents are always good, albeit not as overtly friendly as Southwest.
American Airlines. 10/10.
- Technology: 10/10. Simple phone tree. A two-question survey was offered that would be available at the end of the call.
- Wait time: 10/10 There was a wait time of less than 1 minute.
- Interaction: 10/10 The call was answered by an American agent based in the U.S. The experience with the agent was good, and they were easy and helpful. They were knowledgeable too.
Delta Airlines. 5/10.
- Technology: 4/10 Somewhat complex, slow phone tree. The voice response system answered with my name immediately even though I haven’t called them in years. While waiting, the options provided were more helpful than expected, including such things as how to transfer Amex points for a Delta reservation, which is something we had in mind. The callback feature worked well. A one-question survey was offered
- Wait time: 0/10 There was an estimated wait time of 12 minutes. A callback option was offered as well as a phone texting option. We decided to just wait online to see how long it would take. After about 15 minutes we were told that we were being transferred to a live agent. The music ended, but no agent came on the line, although the call was not disconnected. After waiting another 5 minutes, we called back and requested a callback.
- Interaction: 10/10 The second call was answered by a Delta agent based in the United States who was knowledgeable and helpful. We also let her know about the problem we encountered with their interactive voice system, and she expressed concern over the issue and assured us that it would be referred to the proper channels.
Hawaiian Airlines. 7/10.
- Technology: 10/10. Simple phone tree.
- Wait time: 10/10. Less than one minute
- Interaction: 3/10. The call was answered by a foreign call center located in the Philippines. Our extensive experience with the agents has not been great. The center was previously located in Honolulu, at which point the service was second to none, but in 2007 Hawaiian decided to outsource these calls to Manilla. Now it sometimes can take multiple agents and a long time on the phone to get what you want. Such has been our experience when changing reservations, or when asking about currently available mileage requirements for upgrades.
- Note: Our experience with the lack of ability to apply prior flight credits online, and the fact that only higher fare classes are available for reusing credits is concerning but did not affect our scoring.
Southwest Airlines. 10/10.
- Technology: 10/10 Simple phone tree.
- Wait time: 10/10 Less than one minute.
- Interaction: 10/10 Call answered by Texas-based US agent likely an employee of SWA. Very engaged, high-quality experience.
United Airlines. 7/10.
- Technology: 7/10. Overly complicated phone tree. The voice response system asked if I wanted to participate in a survey at the end of the call.
- Wait time: 9/10. Less than two minutes.
- Interaction: 4/10. The call was answered by a foreign call center agent located in the Philippines who is likely not an employee of UAL. The phone was answered within one minute, and the agent was helpful.
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Our recent travel to Hawaii required us to call both HA and UA call centers both before and while in Hawaii. As noted, both are located in the Philippines. In our experience, those working at these call centers had zero ability to fix the issue we had called about, that is, to try to consolidate HA flights provided on a UA mileage award ticket. In fact, one UA agent lied and told us that our issue was resolved, and we learned upon arrival at the airport that it was not! It is clear that neither HA or UA is as much concerned with customer service as they are with making as much profit as they can.
Alaska is hit or miss. I have gotten recordings that the call center is closed (weekend) and also prompt response and great service. Their live service is actually very good.
Ironically, I am waiting on a call back which said about 10 minutes, but now going on 40.
I completely agree with this article, nice work. I know making phone calls to a phone center is not the most pleasant of work. With SW, they had originally charged me way too many points for a trip I booked in June. At a later date the points went down
considerably and that prompted me to make a phone call. My issue was resolved quickly and I got a bonus of very early boarding and more points than I started with. All done with an interesting accent. Those foreign centers are completely worthless.
Given the level of Service that is delivered in Transit from Mainland to Hawaii, it is a shame that the Brand compromises it’s reputation and ‘Aloha’, in the ‘After-Sales’ arena, especially given all the exceptions that have presented themselves during the Pandemic. That said, with all the talk of working at home, $ aside, would not the Airline believe improving their Customer Service would be an asset? It’s bad enough, when there is a language barrier, and distance and Equipment can exascerbate the experience, which is really all about maximizing the experience on $ spent and Value delivered. There is no excuse for Hawaiian to place Customers in the position of negotiating, what is their right of carriage. ‘KISS’ , best solution!
Asset indeed. There’s a Yale business school model that said, companies that provide poor customer service eventually go out of business.
I hate when I need to call Hawaiian for travel help. Slow
Southwest continues to satisfy their customers. Add the best rates (usually) and 2 free checked bags, it’s easy to see why they succeed. The occasion flight crew is a bonus. That being said, I’m flying Hawaiian in a couple of weeks. My last experience with them was unpleasant. Stay posted.
Hi Sherri.
Thanks for so many comments, and your feedback on airline customer service. We look forward to hearing how your travels go.
Aloha.
Thank you for this undertaking. I knew about HA but am saddened to hear that about UA.
As all the airlines say, “you have many choices for air travel,” well yes I do & I’ll make sure I’ll give my business to airlines that have US based employees!
I tried flying HA but had to switch to AS or SWA because of the way their call center operates.
I changed my flight from SEA to HNL to an earlier date but left my partner’s flight intact. The agent was confused at first but eventually got it done.
After my partner passed away, I contacted HA to inquire how or if I can get a refund or credit of her fare. Their Community Dept was helpful and after I submitted the necessary documents, they were ready to refund me the amount I paid.
That’s when I found out the agent had used a different credit card number to switch the flights. I notified them I did not own such card. After further research, they correctly credit the right card.
It left a bad impression for me. Not sure will fly with them.
The worst thing about Hawaiian Airlines… is their call center… it’s a nightmare and keeps me from booking them
Because if I ever need to call… it’s a lesson in patience and self control
I’ve flown Hawaiian first class one time and was originally scheduled to go out just as COVID descended upon the world.
They were helpful and courteous as we made multiple changes to our itinerary over the next 18 months or so. It was a bit hard to understand 2 of the 3 agents I interacted with. The agents were knowledgeable and helpful, but I spent twice the time to get our flights changed. My feeling is that this will make their brand suffer over time. We chose Alaska for our next San Diego to Kahului flights because our extended families are going and don’t want the same planes. The departure times were similar in morning options Hawaiian lands an hour earlier (but late at night) for return flights. We’ll stick with Alaska.
I too am frustrated with the Hawaiian overseas call center. I had to “ guide” the representative in enquiring about my credit. I still don’t feel the info was correct and just found myself giving up because it was difficult. Those experiences along with the horrible app makes me not want to deal with them. It’s a shame as I do want to support American business , especially bthe smaller ones
The person I spoke with about 2 separate reservation issues actually lied about one and was unhelpful with the other. Their customer service is almost non-existent anymore.
I also had a frustrating time with the Hawaiian overseas call center. The reps really don’t know much, I had to “ guide” them endlessly to ask about my credit. They were very nice but as a customer, I was really frustrated. That issue along with their poor app makes me not want to deal with them. Very sad
Thank you BOH! This was a good idea for a survey and interesting results. Glad to read wait times on hold have come down too. I once drove all the way to the Honolulu airport from the North Shore to resolve not flying during inclement weather because that was quicker than waiting on hold forever and chancing talking with someone I couldn’t understand.
United and Hawaiian airlines should be ashamed of themselves for taking American jobs overseas specifically answering centers. Worse yet, you pay those foreign employees slave wages. Shame shame shame!!!
100% agree
I recently interacted with American twice about future reservations to Hawaii. They were excellent and able to quickly resolve my issues.
And they answered my calls immediately!
Although we have limited experience with other airlines. Alaska and Hawaiian are our go to carriers. We live the customer service and everything about the phone service. With Hawaiian, I have often been frustrated by the device and have told them so too many times!
I love flying Hawaiian Airlines but Yes The Call Center Is A Complete Nightmare.
That has stopped me from flying Hawaiian Airlines lots. It’s horrible talking to the reps in the Philippines absolutely horrible.
I had situations to beg for a US Representative it’s impossible. Hawaiian Airlines should be ashamed to be doing that…
Hawaiian is the only airline that flies nonstop Ontario, CA Honolulu. Sure would like to try Southwest or Alaska but that’s a 3-hour drive to San Diego. No thanks. Did that and LAX for over 40 years, I’ll stick with Ontario.
Funny, I’m on a 21-minute Delta hold right now.
They sent and email to my email address for a different customer. He was getting a $50 hold. The agent didn’t seem too enthusiastic but she did thank me for calling it in.
The last time I called Hawaiian was months ago, unrelated to my current reservation with them. I finally gave up after being on hold for over an hour with hours to go.
I couldn’t agree with you more regarding Hawaiian Airlines. Sometimes I hang up and call again because I am unable to understand the agent. We have found using their chat feature works for run of the mill issues, nothing complicated.
Because I am a Pualani Elite member, I really do not have any of the problems you have stated. They even help me with HA members who are not of elite status.
They go out of their way to take care of whatever issues I may have.
I also do not have a problem with the Manila call centers. On occasion I may need to ask for someone who speak clearer english, but most of the time that are great.
I do all of my mainland flying with HA.