The redesign is aimed at enhancing the customer experience at the airport. The new design is the result of two years of industry research and motion studies conducted by Hawaiian Airlines to find a solution to queuing during busy periods.
The traditional ticket counter lobby configuration will be replaced with six circular, check-in ‘islands’ in the middle of Hawaiian’s two check-in lobbies in Terminal 2 at the airport, four in Lobby 2 and two in Lobby 3. Each check-in island will feature eight, agent-assisted, self-service check-in stations that can be used to check-in for any scheduled inter-island, mainland or international flight on Hawaiian.
The free-flowing floor plan design aims to eliminate one of three check-in steps. Customers entering the lobby will be able to go to any of the new 48 self-service check-in stations that is free, reducing wait times by up to 75%. Each check-in station will be equipped with state-of-the art technology including the weighing of luggage, payment of fees for upgrades and other services, and printing of destination luggage tags with assistance from Hawaiian’s customer service agents.
Hawaiian’s new lobby design also provides designated service areas that will give customers a place to re-pack their luggage and carry-on items, or to receive additional assistance from Hawaiian’s customer service agents.
Construction of lobbies is expected to be complete in June 2011.
