Summary:
- Hawaiian Airlines is rolling out self-service bag tag kiosks and digital check-in upgrades at Hawaii, continental U.S., and select international airports.
- The new system allows passengers to print and attach bag tags before bag drop, reducing wait times, congestion, and printed boarding pass waste.
- The initiative aligns with broader digital integration with Alaska Airlines, enhancing lobby efficiency and the overall passenger experience.
Hawaiian Airlines customers travelling through Hawaii airports and several continental U.S. and international airports will enjoy a more streamlined lobby experience as Hawaiian and Alaska Airlines – a Corporate Partner of the FTE Digital, Innovation & Startup Hub – continue to integrate technology and systems to improve the guest experience. Hawaiian will introduce modern self-service bag tag software on its lobby kiosks in phases at its five Hawaii airports, while shifting to mobile and web check-in as the primary way for travellers to obtain their boarding passes. Hawaiian’s continental U.S. and international lobbies will also undergo these updates through mid-April, with several locations already completed.
Passengers will be able to use kiosks to print and attach bag tags before proceeding to the bag drop areas. The upgrade is designed to reduce lobby wait times and congestion, making it easier for all travellers to get to their departure gate, as well as reduce waste by discontinuing printed boarding passes.
“We consistently hear from our guests that they want to spend less time in the airport lobby and prefer to get on their way as quickly and easily as possible,” said Shelly Parker, Head of Hawai‘i Guest Operations, Hawaiian Airlines. “Our bag tag stations, in addition to further improvements coming this spring, are part of our continued journey to make the airport experience streamlined and as stress-free as possible. This transition is also an important step in our readiness for the integration of our passenger service system in April.”
Alaska Airlines lobbies that transitioned to the same self-service bag tag systems in 2023 have seen improvements in traveller wait times and overall experience. On average, Alaska customers who pre-pay for their luggage spend less than 60 seconds at the bag station before dropping their bags – a model Hawaiian Airlines expects to replicate as travellers adopt the new technology.
“With most of our guests already checking in on their mobile devices, we’re excited to introduce a more efficient self‑service bag‑tag process,” said Parker. “These added options complement the broader upgrades we’re making across our digital platforms – including our website, mobile app, and new lobby technology for our agents – to help guests move from the lobby to the gate with greater ease. For guests who may be unable to check-in prior to arriving at the airport or need additional assistance, our guest service agents will be available to help them at the service counter.”
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