The following article was published by Future Travel Experience
Alaska Airlines and Hawaiian Airlines have transitioned to a shared passenger service system, unifying bookings, apps, loyalty programmes, and airport check-in to deliver a seamless, self-service-enabled CX.
Alaska Airlines – a Corporate Partner of the FTE Digital, Innovation & Startup Hub – and Hawaiian Airlines have transitioned to a shared Sabre passenger service system (PSS). This significant integration milestone provides customers flying with Alaska Airlines and Hawaiian Airlines a more seamless and consistent travel experience from booking to boarding.
The combined company’s shared PSS serves as the central reservation technology that connects the digital tools and programmes used by travellers and employees – from websites, mobile app, Atmos Rewards and Huaka‘i by Hawaiian loyalty programmes, to airport kiosks and reservation records.
“We’re doing something that no other U.S. airline has done before: Operating multiple brands on a single platform, and giving guests a smoother experience when they fly with Alaska and Hawaiian around the world,” said Ben Minicucci, CEO, Alaska Air Group. “Credit to our teams who have worked for more than a year on this milestone that removes friction and unlocks the full strength of our combination moving forward.”
Travellers can manage their entire journey via a single Alaska Hawaiian mobile app, with the option to select either an Alaska Airlines or Hawaiian Airlines theme for the app’s look and feel. The combined app offers better performance and simplified trip management, a single record locator for travel on either brand, as well as convenient self-service features.
In bringing operations together, Hawaiian and Alaska are now welcoming travellers in shared airport lobbies to simplify the check-in process in major cities including Las Vegas, Los Angeles, New York‑JFK, Phoenix, Portland, Sacramento, San Francisco, San Jose and Seattle. Airport signage is being updated to reflect combined operations, with Hawaiian or Alaska branding taking prominence depending on the location.
Hawaiian has also joined Alaska in switching to mobile and web-only check-in while equipping lobbies with modern self‑service bag tag kiosks to simplify the airport experience and eliminate waste from printed boarding passes.
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Article originally published here: Alaska Airlines and Hawaiian Airlines transition to shared passenger service system for more seamless CX
