Spirit of Aloha | Message of Aloha | November /December 2007

Renewing Our Commitment to Our Customers

Aloha and welcome aboard! Airline delays were certainly a hot topic this past summer and you can be sure that they will continue to be a pressing issue as the year comes to an end, especially in those Mainland cities prone to blustery weather and congenitally clogged major hub airports.

Both the president and the Congress have weighed in on the issue of delays, noting that both airports and airlines must do more to reduce them. They have acknowledged that the government must build a new satellite-based air traffic control system, something the airline industry has been saying for years.

As an industry that speaks with one voice on safety issues, U.S. commercial airlines, including Aloha, have suggested practical ways for financing a satellite-based air traffic control system without placing an undue burden on our passengers. We believe that not only commercial airlines, but also corporate jets, must pay a fair share of the money needed to improve the system.

At Aloha Airlines, we choose to fly into more convenient regional airports and avoid the major hub airports that are at the root of so many delays. We are fortunate that in our home state, we do a lot of fair-weather flying in some of the most consistently beautiful weather in the world. Of course we do fly into some challenging conditions in California and Nevada, so we are not entirely immune to weather delays.

If you’ve flown across the Pacific on Aloha before, or heard about us from someone else, you know that we’re famous for serving warm, fresh-baked chocolate-chip cookies with milk. We’re happy to continue that tradition begun seven years ago when we first started flying to the U.S. mainland.

Even though we serve smaller airports and see a lot of blue sky, we make a concerted effort to avoid delays when possible and address customer service issues before they become customer service problems.

The men and women of Aloha Airlines are committed to superior customer service. It begins when we greet you in the traditional welcoming spirit of our name, and it doesn’t end when we sell you a ticket. We strive to provide the finest serv­ice in the terminal and in the air. Part of that commitment is to get you and your baggage to your destination on time.

When it comes to being punctual, Aloha is one of the airlines that has topped the list of 20 air carriers that report performance statistics to the federal government each month. In a recent report, for August 2007, Aloha was not only No.1 in the nation, we broke the record for the two years prior to that, with a 97 percent on-time performance. Aloha has also been frequently cited as the No.1 airline in the nation for the fewest complaints and fewest misplaced bags.

The glowing numbers from the government are proof positive of the good job we’re doing, but we’re not resting on any laurels or resting at all. Every morning, 365 days a year, our airport and operations department managers meet with me and our corporate officers in a telephone conference to review every aircraft movement of the past 24 hours. If there were delays, even small ones, we want to know why and what can be done to prevent similar delays in the future. If our passengers are going to be inconvenienced, we want to know in ad­vance, so we can make whatever arrangements are necessary to get them where they are going as fast as we can.

We don’t take things for granted. To be the preferred airline at home in our Islands and beyond, as we grow globally, Aloha Airlines team members are striving to deliver a flying experience that’s on time, a great value and always rich in the aloha spirit.

The 3,500 men and women who work for Aloha Airlines look forward to serving you during this festive season. We send our best wishes for happy holidays and a happy, healthy new year.

Mele Kalikimaka and Hau‘oli Makahiki Hou!

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