Oh boy! I didn’t see this one coming: Hawaiian Air Premium Airport Service. That’s right, Hawaiian Airlines now offers its own version of the ground services many larger, more premium airlines do. However, details about the offering remain scant. But does it even matter?
In my opinion, Hawaiian Airlines has always been in an awkward market position. It’s primarily a leisure airline, which usually entails lower levels of luxury/service. That, in my opinion, is where they truly stand, as I think their onboard experience is mediocre. Yes, Hawaiian has some unique aspects to its service, especially in terms of soft products, but their “free meals” on West Coast flights are garbage, and the hard product is uncompetitive – for now. However, Hawaiian – at least according to their marketing – fancies itself a premium airline. And it seems they’re taking steps in that direction with their new Hawaiian Air Premium Airport Service and, soon, their new Leihōkū Suites.
Hawaiian Air Premium Airport Service
The new Hawaiian Air Premium Airport Service is actually a collection of three different offerings, all of which are offered only at Honolulu’s Daniel K. Inouye International Airport for the time being. The three options are all based on whether you’re departing, arriving, or connecting in Honolulu.
Arrival Service
For those whose final destination is Honolulu, the Hawaiian Air Premium Airport Service offers a very stress-free way to make your arrival. This service includes:
- Priority baggage handling – in case you don’t have Pualani status or aren’t flying first/business
- Greeting at the aircraft door by your host
- Assistance with carryon bags
- Premium lei greeting (I hope they let you opt out of this)
- Coordination with transportation
- Intra-airport transportation via private driver for those arriving in Terminal 2 and those who are renting a car
- Baggage delivery to your final destination on Oahu
The transportation and baggage handling are the biggies in this option, to me. If you’ve ever arrived in Terminal 2, you’ll know it’s far from Hawaiian’s baggage claim and main terminal, necessitating a ride on the Wiki-Wiki Bus. That’s not a terrible thing, but it is inconvenient, as is waiting for your bag and having to lug it around with you. Of course, Honolulu’s new CONRAC is quite far from Hawaiian’s terminal, too, so the private driver transfer is a nice touch.
Departure Service
For travelers originating in Honolulu, the Hawaiian Air Premium Airport Service offers some of the same conveniences as the Arrival Service, with some additional niceties.
- Pre-arrival check-in on your behalf
- Curbside greeting by your host, whether arriving at the terminal or rental car facility
- Priority baggage handling – again, in case you don’t have Pualani status or aren’t flying first/business
- Expedited queuing through TSA – useful for those that don’t have TSA Pre-Check or Global Entry, I suppose
- Exclusive access to Apt. 1929 with a curated liquor menu by James Beard Award-winning Bar Leather Apron
- Pre-ordered meal service
- Shower reservation
- Private escort to your gate (for flights departing from Terminal 2, private driver service provided)
- Option to board the aircraft first
Ok, so these benefits are pretty cool, too. The shower one kind of throws me off, but I guess if you’re a visitor and want to get in some more beach or pool time right before heading to the airport, that could be a good benefit to have. I hope the option to board the aircraft first also has an option to board last.
Connecting Service
When I first heard about this – and before reading about it – I instantly thought that Connecting Service is where the Hawaiian Air Premium Airport Service made the most sense. After all, you’re kind of stuck at the airport and, presumably, are coming off a long flight. This one offers:
- Priority baggage handling – again, if you don’t have Pualani elite status or aren’t flying first/business
- Aircraft door greeting by your host
- Assistance with hand-carry luggage
- Private driver service within the airport facility for guests arriving at Terminal 2
- Premium lei greeting for guests with a final destination in Hawaii
- Exclusive access to Apt. 1929 with a curated liquor menu by James Beard Award-winning Bar Leather Apron, time permitting
- Option to board the aircraft first
This one strikes me as being similar to the Five Star Service I purchased with American Airlines at DFW when Mrs. Island Miler and I were making our way to our honeymoon in Europe from Honolulu. it was a nice experience, as we were picked up at our arrival gate, driven to an Admirals Club, and delivered to our departing aircraft. Our host even pre-boarded us and stowed our bags for us. From what I understand, this is the same service American offers VIPs.
What’s funny about Hawaiian’s version is, at least in the description, they don’t mention shower access or meals for transiting guests. Weird. Then again, they probably assume most connections will be for inter-island travel, and given their frequencies, there will be very little time between your arrival and connecting flight.
Apartment 1929
Throughout their description of the Hawaiian Air Premium Airport Service, the airline frequently mentions its new Apartment 1929 lounge – named for the year the airline started operations – but gives little detail about it. What’s abundantly clear is that this is Hawaiian’s third lounge in Honolulu, joining the Premier Club Lounge and the Plumeria Lounge for international business class travelers and Priority Pass members. What’s also apparent is that you can only gain access when you purchase the Departure or Connecting Hawaiian Air Premium Airport Service. But that’s it.
The Points Guy reports that the lounge is actually located near the Plumeria Lounge, which places it above Terminal 1. The lounge itself is more premium looking than and has a maximum capacity of 24 guests. The main area of the lounge includes a mix of individual seating, sofas, and tables, while there’s also a private room to the side that accommodate up to eight guests.
Interestingly, there’s also an outdoor terrace, though I don’t believe there’s a tarmac view from it. With Hawaii’s heat and humidity, I doubt this area will get use much of the year.
Of course, there is a shower in the lounge, and it looks a bit like a generic resort spa shower room. What bugs me is that it’s a zero-entry walk-in shower with a curtain that doesn’t extend to the floor next to a toilet. The shower head is on the wall opposite the curtain, which tells me that they’re gonna have issues with water spraying/splashing out of the shower. I certainly had that issue with a more enclosed shower at the Grand Nani Loa Hotel.
At any rate, I’m guessing that the lounge doesn’t actually have any food prep facilities of its own. You have to order your meal before your arrival, which makes dining here exceedingly inflexible. Plus, the Plumeria Lounge (I’ve heard/seen has pre-prepared food), while the Premier Club has no food outside of packaged snacks, so yeah. I’m willing to bet they’re catering the food out and bringing it in fresh or reheating. I’d be interest to see a menu.
Access
You know what I find interesting? The Hawaiian Air Premium Airport Service has a two-hour restriction for Departure services. Mind you, services start curb-side, which makes me think your time in the lounge will, realistically, be about an hour and a half at most? There doesn’t appear to be a limit on Connecting service, but I still find it odd that meals and showers aren’t offered for these guests.
At any rate, availability is first come, first serve. To reserve your visit, call 1 (808) 470-3988, Monday to Friday, 8 am to 5 pm HST, or email PremiumAirportService@HawaiianAir.com. Bookings must be made at least two days ahead of your confirmed flight. Reservations are not transferrable.
It’s worth noting that the Hawaiian Air Premium Airport Service isn’t available for international arrivals.
Cost
This is a part of the Hawaiian Air Premium Airport Service that’s even more mysterious than the Apartment 1929 lounge. Hawaiian states that the price for two starts at $500, though I’ve heard that this is an introductory rate. The Points Guy reports that the Departures experience starts at $750. Ouch. That’s about how much you’ll spend on dinner for two at The French Laundry!
It’s worth noting that only infants are exempt for extra charges (beyond two people) and that any bags beyond your usual allowance will incur additional charges. Prices are, naturally, subject to change without notice. Also, reservations are only cancellable if done seven days before your flight, if Hawaiian changes your flights by two hours or more, or in case of hospitalization/death of a family member.
You can redeem HawaiianMiles for the experience, but pricing isn’t publicly available.
Hawaiian Air Premium Airport Service, Final Thoughts
I applaud Hawaiian on their efforts, but I have to wonder how much homework they did. Who is this service for? Honeymooners? Sure, I can see that happening as a one-time splurge, and that certainly seems like what their target is with the “premium lei greeting.” But is that going to be sustainable? Especially at that cost?
To put things into perspective, remember my aforementioned American Five Star Service? That costs $350 for one and $100 for a second adult, and $50 per child under 17. For that, you get Flagship First check-in, Admirals Club access, priority boarding and re-accommodation, car service coordination, and personalized service throughout the airport. That said, an upgraded service with Flagship Lounge access is available for $650 for the first adult, $150 for subsequent adults, and $75 per kid.
While not as tranquil at the Apartment 1929 lounge, Admirals Clubs, where available, tend to have far better shower facilities and better dining. I’ll give Hawaiian the edge on drinks, but that’s about it.
Look, I know Hawaiian doesn’t have the resources of a larger airline like American, but, to me, the Hawaiian Air Premium Airport Service feels half-baked. Don’t get me wrong, it’s a step in the write direction, but I can’t see paying the money they’re asking for with the benefits they’re providing. Maybe they should offer the Arrival baggage benefit separately? I’d pay for that.