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Spirit
of Aloha | Message
of Aloha | September/October
2006
Message
of Aloha
By: David A. Banmiller
President and Chief Executive Officer
What We’re Doing to
Exceed Your Expectations
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Personal service for 60 years
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Aloha and welcome aboard! As we enter our 61st year of flying, one of our priorities at Aloha Airlines is to build on our valued tradition of customer service
I recently wrote about our new vision statement, which sets forth our goal of being the preferred airline at home in the Islands and beyond Hawai‘i as we grow globally. We understand that the way to win your loyalty is to consistently deliver a flying experience that is safe, reliable, convenient, easy-to-use, a good value and always rich in the aloha spirit.
Behind the scenes, the airline business is complex, but to travelers like you, it’s simple. You want to be treated with respect and efficiency from the get-go, you want to be comfortable while you are traveling, and you want to arrive at your destination on time with your baggage. Our team members are committed to making this happen.
We have recently begun a series of staff training sessions for managers and senior customer-service agents so they can sharpen their people-to-people skills and respond positively to their coworkers and every customer they encounter.
Our flight attendants are required to attend Recurrent Ground School on a routine basis so we can refresh their understanding of safety regulations and procedures, while emphasizing how important your satisfaction is to an airline named for its tradition of caring.
On the operations side, we have been involving every airport station manager in daily conference calls to detect and fix the causes of potential delays before they happen.
At the same time, we are investing in people, we are investing in technology to speed up and streamline the process of booking and boarding our flights.
Up and down the line, we are impressing upon our team members that they must work smart, keep customers informed and handle all interactions politely and resourcefully in the spirit of our name.
Aloha is determined to be among the nation’s best airlines when it comes to on-time arrivals, baggage delivery and customer satisfaction.
Not everything can be quantified. Our vision statement also calls upon Aloha team members to fly with heart and fly with passion, by caring about the welfare of others and exceeding their expectations.
Please let me know how we’re doing. 
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