You Trip Report

	DATE	FLIGHT NUMBER	SEAT	AIRCRAFT
27 Feb 16	HA 11	3C	A330-200
CLASS	VIEWS	LANGUAGE	AUTHOR
First Class	89598	English ,Spanish	jetsetpanda

Prologue:

Aloha! and welcome to this exciting report that marks my first time experience flying with Hawaiian Airlines.

I have always been intrigued by this "niche" carrier flying from its "paradise" hub and its logo of the Pualani girl is one of the most iconic in the world immediately associating it to the name of the company. JL and AS are two other airlines that come to mind with this type of strong name association.

This trip was not planned in advance and it happened in a whim. When I saw that HA offered the cheapest fare at the time for USD 408 (EUR 373.52) total, I jumped on the opportunity to use this as the perfect excuse to try it. I contacted HA to see if they would match my AA EXP status to their highest level - Pualani Platinum (40,000 miles/year).

Within 10 business days I received a reply from HA welcoming me as a PLT member. I was advised to wait 3 business days for the new status to be updated in the system. I was grateful that I was matched by HA after reading that some people reported that they were given status for 4 months only. Most importantly I was glad to be qualified in time to enjoy some of the benefits before my trip.

One of the most cherished perks for attaining elite status with any carrier is the opportunity to upgrade for free or a nominal amount. On HA, Pualani PLT members receive 2 one-way complimentary upgrades on North American flights (HNL-Mainland or vv.) I called to inquire about this benefit and was advised that requests needed to be received within 72 hrs of dept. I called back within that time and was told that nothing was available but was welcome to try later. Unlike AA, HA does not waitlist passengers for free upgrades and the only way to find out is to keep calling up until 4 hrs before dept. After the 24 hrs threshold came I finally received some good news. There was a space open in "A" inventory and just when the agent assigned my seat and verified my profile, she told me that there were no upgrades in my account. At that moment I felt like I was hit with a ton of bricks and I became silent for a few seconds. I tried to understand what just happened here. Could it be that when I was matched, the upgrades were not part of the deal? I wouldn't be surprised but then I was never advised by the agent from the Hawaiian Miles program about this stipulation. Furthermore, upon checking my account it stated upgrades as part of the benefit. I then asked the agent to leave everything as it was and I contacted HA PLT desk afterwards.

When I called the HA PLT line, the agent confirmed that she couldn't see upgrades in my account. She placed me on hold and checked. After what felt like the most agonizing couple of minutes that I have ever spent waiting, she came back and explained that the upgrades had to be processed manually since I did not earn them through flying. I asked about my flight and she confirmed that there was still space in F. She put me on hold again and when she came back I was confirmed in F but she couldn't assign me a seat and explained it would have to be done either during online check-in or at the airport. I checked in online and there were no seats, so I had to wait for my seat assignment at the airport

The day of departure I parked my car by the airport and arrived at the HA counter at the International terminal by 6:45A. A smiling and friendly agent helped me and upon presenting my papers she instructed me to get the boarding pass from the gate because the seats were no longer under her control. In the back of my head I became a bit worried thinking that this flight might be overbooked. Then again the day before the HA site was still selling 1 F/C seat at the last minute even though the seat map showed all seats occupied and on top of that I was upgraded so it couldn't be that bad. Ticket counter - not crowded at all.

used the self service kiosk to access the seat map and it was still showing full. Then a smiling agent greeted me and asked if she could help me. Her name tag said something like Hawaiian Ambassador which caught my eyes. I mentioned that I was still waiting for a seat assignment and she confirmed that it will be handled at the gate. I thanked her and went on my way to security.

After showing the agent my boarding pass at security she motioned me to join the long line. I asked if elite status flyers could go to the special priority line and after checking the boarding pass again she allowed me to use it. Finally on the other side I was able to put myself together and go directly to the gate. The duty free shops were not opened yet so there was not much to do. My gate was switched from A1 to A6 and that was written on my boarding pass when I checked at the counter. HA planes - one to HNL and the other to OGG. I think HA did a magnificent job with the livery. It looks gorgeous on the A330's.

At the gate I explained to the agent that I needed to be assigned a seat and she issued me a new boarding pass right away. As a boarding pass collector I am a bit disappointed that the logo of the Pualani girl is not printed on the boarding card contrary to the ones that I have seen printed from the self checking kiosks but I don't like those flimsy "toilet paper" passes. As matter of fact the logo is not even featured on the napkins or menus - a shame.

Our crew arrived.

At 45 min. before dept. an announcement was made at the gate to board families with children and handicapped passengers. This was followed by F and elite passengers. Inside the jetbridge a made a turn to the left. ;)

F cabin with 18 seats and no real dividers between F and Extra Comfort.

Extra Comfort seats.

I noticed that the two flights attendants assigned to the F cabin were really proactive in helping people. One of them was storing a bag in the overhead bin and the purser was wiping the IFE control of one of the seats in front when a passenger mentioned to him that it was sticky. He also cleaned the control from the companion seat with a cheerful disposition.

The seat provided a 45-46 in. (114.3-116.84 cm.) pitch and they were the recliner type with extended footrest. Acceptable for a West Coast - HNL flight but not ideal for longer intl. destinations and JFK.

FA's passed around with a tray containing champagne pineapple juice or a mix of both. I chose the pineapple juice with champagne and it was delicious.

After take off menus were passed. I thought that the menu cover was well designed with a local touch in the graphics. At least much better than the one page menu from AA (if they are still passing those). There were no choices but the brunch was structured around 3 courses - an appetizer of smoked salmon with cream cheese and warm bagel a Quiche Lorraine as main dish accompanied by fresh fruits and a lilikoi (passion fruit) cheesecake for dessert.

It's time to check out the WC and wash my hands before the meal. Great to see that there is also a touch of the islands in the decor.

Hot towels were distributed while I was in the WC and the purser handed me one as I went back to my seat. They were thin just like the ones that AA uses.

Another FA offered unwrapped headsets from a tray. They did not look like the noise cancelling type but were comfortable.

I then saw the FA collecting the menus that were given out. I thought that this was odd and when I asked if I could keep mine as a souvenir she nicely offered me more from the batch that she has collected. Tropical cocktail of passion fruit orange and guava with tidbits.

I asked for a cup of green tea and it was served with spoon and a glass ramekin to put the tea bag.

A FA went to each passenger showing the wine selections and asking if they would like some for breakfast.

No air vents.

First course - warm bagel with smoked salmon and cream cheese. The salmon was minced and personally I thought that serving it in slices would have been more premium. I love smoked salmon and I enjoyed it regardless of how it was served.

The main dish - Quiche Lorraine. The fruits were sweet and fresh. I thought that the portion of the quiche was on the small side and was surprised that there were no breakfast breads like croissants or muffins.

The final touch - dessert. This is the same dessert that is featured on lunch/dinner flights according to HA's website.

After the conclusion of the meal I watched "Spectre". In the meantime the FA's passed around offering water and must have done this at least 4-5 times during the flight.

Mid flight HA's signature "Pau Hana" snack mix was offered. I saved it for later and enjoyed it with the rum punch before arrival. Sweet Maui crisps were served as snacks with the punch.

========== San Francisco Intl Arpt (SFO) - ==========

Security/Immigration efficiency: 8/10

Access and parking: 9/10

Services and activities: 9/10

General cleanliness: 10/10

========== Hawaiian Airlines - Airline ==========

Cabine comfort: 9/10

Crew: 10/10

Entertainment: /10

On-time performance: 10/10

Appetizer: 8/10

Starter: 10/10

Main Meal: 8/10

Main Meal-2: 0/10

Cheese: 0/10

Desserts: 9/10

Alcohols: 0/10

Mid-flight snack: 0/10

Breakfast or light meal before arrival: 0/10

========== Honolulu Intl (HNL) - ==========

Security/Immigration efficiency: 9/10

Access and parking: 9/10

Services and activities: 9/10

General cleanliness: 9/10

Summary:

I truly enjoyed my experience with Hawaiian and look forward to flying with them again in the future. The employees that I have encountered have been friendly and professional, making them true ambassadors of the airline's home with their aloha spirit. I felt that my vacation started the moment that I stepped inside a HA plane.

HA and UA are the only airlines that operate widebodies to HNL out of SFO. From a comfort standpoint, it is always preferable to fly with a big plane. The recliner seats in F were fine given the length of this flight, but the comfort level is not as great if your flight is 5+ hours. Thankfully HA will be switching to lie flat seats in the future and that will make it more competitive.

Catering was pleasantly structured around defined courses and meals were well presented. I appreciate the distribution of a nicely designed menu describing the meal in details. However, having no choices and the lack of breakfast breads are a few cons that come to mind.

15 Comments

Thomas — Sep 29,2019

Very nice introduction ! I felt your life was at stake here !!! hahah
The breakfast is a bit too light for me. Grmy would have passed out.

Reply

jetsetpanda — Sep 30,2019

Hi Thomas,

When it comes to elite benefits our lives are indeed at stake. ;)

It was interesting catering. Not the most generous and Hawaiian cuisine is known to be hearty. I'm sure GRMY would wisely indulge in a good meal after arrival as treat this inflight meal as a prelude of better things to come. ;)
Flyera — Sep 29,2019

Lovely report Panda. It was a fun ride. Thanks for showing us a new airline.
Reply

jetsetpanda — Sep 30,2019

Hi AAFlyer,

You are very welcome. I'm glad that you enjoyed it.
GG_007 — Sep 29,2019

Thanks for sharing this TR

Congratulations on your status match

The process to be able to have a seat assigned is really complicated

On board the brunch is more than light lol
HA is a bit stingy

See you soon for another HA flight
Reply

jetsetpanda — Sep 30,2019

Hi Gilbert,

It was worth it while it lasted. ;)

Yes, the process is very cumbersome. In this day and age of technological advances there has to be an easier way to handle this.

If you are on a diet the meal would have been perfect. ;)

Au revoir.
Casper — Sep 29,2019

I've seen that they operate a flat bed with a 222 layout unless I'm mistaken. No lounge ? A shame.
I would have hoped for the a bigger breakfast. Gracias Adan.
Casper
Reply

jetsetpanda — Sep 30,2019

Hi Casper,

You are right. Back when I took this flight in 2016 the new cabin was not rolled out yet. ;)

I believe that with HA the lounge access is only at their hub. This is a domestic flight after all.

Considering that food portions in Hawaii are pretty generous I would have expected that from the home carrier too. :P
Emile — Sep 30,2019

Thanks a lot for reporting a new airline. I know I can count on you for that. Very good idea the match, it does not harm. I would have been hungry after such a small portion.
Reply

jetsetpanda — Oct 01,2019

Hi Emile,

Yes it worked out well for me to match the status. It's a gamble but I was lucky. Good thing I was flying to Hawaii. That way I'm spoiled for food choices if I feel hungry. :P
Capoune — Oct 01,2019

Hello Adan!
Thank you for sharing with us this nice TR on this new airline on YTR.
The lunch is really light and the seat old school but for the price it's a very good deal, lol!

Reply

jetsetpanda — Oct 01,2019

Hi Seb,

I'm always happy to share new experiences here. HA has a new J cabin now with lie flat seats and hopefully catering has improved too. Not bad for the price paid as you said. ;)
AntoinePil — Oct 13,2019

Hi Panda, was really nice to read you! I also discovered a new airlines!
Reply

jetsetpanda — Oct 15,2019

Hi Antoine.

Lots of new airlines to discover for us avgeeks.