Hoike February 2018

AIRPORT OPS / GETTING THE JOB DONE

LOCAL STYLE / TOKYO

Q4 KŪPONO WINNERS

FEBRUARY 2018

Maydell Morgan 2017

Local Style / Tokyo

Ready to Pass Travel to Tokyo, but don’t know anyone there? Looking for that hidden eatery or homegrown adventure? Local Style helps you discover these places in the destinations we serve.

Torino

New York Joe Exchange

Shibuya Big Echo

I take my friends to this unique, reasonably-priced yakitori restaurant in Minato Mirai, Yokohama – and they are very impressed by the food and atmosphere!

The chef/owner is Italian (he is very friendly and speaks fluent Japanese), and he offers a special course, starting with a beautiful “ jewelry box” appetizer followed by various yakitori pieces, from chicken-bacon-carbonara to Italian Dolce (delicious!). Torino is a very small place, and it is easy to talk with people who sit next to you. You will be surprised to experience this nice restaurant, it is the only one like it in the world!

My teenage daughter’s favorite place to meet other young people is the Shimokitazawa district of Tokyo. It is a very popular place to see the Japanese subculture. The “Exchange” used to be a sento (public bath), and was renovated into a used clothing shop. Nowadays, many Japanese young people love to wear used clothing, due to the influence of young stars and pop culture magazines.

There are many other used clothing stores in Shimokitazawa, and many unique shops, fashionable cafés and mini theaters. It is not difficult to find, but I do not ever see foreign tourists here.

When my friends and co-workers want to sing karaoke, we go to Big Echo. It is the only karaoke box where we can enjoy watching the videos displayed on seven monitors at the same time. You are surrounded by TVs, speakers and lighting effects. It makes our room sound as if we are singing live, on stage. The feeling is so real!” ■ CHIKA SASAKI

Human Resources Manager, Japan

Get to Know / First Officer James Alaggio

The dream began in New Jersey, when five-year-old James Alaggio saw a photo of a Hawaiian Airlines Sikorsky S-43 flying above the sea cliffs of Moloka‘i – “and I promised myself, that’s what I would do with my life. So, I studied the history of Hawaiian Airlines, the culture and islands of Hawai‘i, and how to make it a reality one day.”

James & Gus, his childhood mentor.

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T 13, James got a job cleaning airplanes, then became a lineman at a glider field. He drove tractors to retrieve the gliders, gave flight briefings to customers, conducted runway safety checks, and performed other ground duties.

flight manuals for their owners. He demonstrated the latest bush airplanes at airshows. He started an after-school Aviation Club to teach kids basic engineering and aerodynamics using model planes made from balsa wood and rice paper.

“The owner said, ‘I can’t pay you, but every day that you work, I’ll give you a glider lesson.’ Money was valueless to me; I just wanted to fly. So, I worked seven days a week, all summer, and every weekend the rest of the year until I was 17. I didn’t have a dad, but the glider instructor, Gus, he became my dad. He inspired me to become the best pilot I could be.”

“But, my dream was always Hawaiian Airlines. I wanted the most amount of experience in the shortest amount of time, so I quit a lucrative job flying corporate aircraft for private owners and took a lowpaying, junior pilot job in Pierre, S.D. It was the most flying hours I could get in bad weather conditions – sometimes 30º below zero in 60-knot winds – eight or nine flights a day with no GPS or autopilot.”

Over the next two decades, James flew commercial aircraft, antique airplanes, aerobatic airplanes and helicopters. He pulled advertisement banners “the size of a small airliner” up and down the Jersey Shore, even as far as Florida. He testpiloted home-built aircraft and wrote

While on vacation, James chose the cockpit jump seat on a Hawaiian Airlines flight.

“I watched a jovial Capt. Cal Whitter wave to our ground crew, who returned the shaka. At that moment, I knew I had

made the right decision. I wanted to be Capt. Whitter.”

Hawaiian ordered its first ATR 42-500 around that time, and every day, James searched his flight tracker for the elusive aircraft. Months later, he found the ATR on delivery to Empire Airlines. “I flew to Coeur d’Alene, walked in with my resume, and applied for a job with ‘Ohana

by Hawaiian. The receptionist thought I was nuts, but the trainer said, ‘Every strong oak tree was once a nut that held its ground.’”

Eventually, James interviewed at Hawaiian Airlines and today, he’s a B767 First Officer. He still teaches kids, is a volunteer Bellanca pilot, and represented the U.S. at the World Glider Aerobatic Championships. But most of all, “I’m just grateful and honored for the opportunity to help our ‘ohana and guests experience the magic of flight.” ■

Congratulations Maydell Morgan / 2017 Employee of the Year

Flight Attendant Maydell Morgan has been welcoming visitors to our islands since she was a keiki, selling lei and handing out pineapple juice to tourists at the old Lagoon Drive terminal.

After nearly 50 years of service with Hawaiian Airlines, she still glows with passion and aloha for her guests, colleagues and company. Recently, at our annual Employee Recognition Banquet – where we spotlight the team-work, performance and commitment that fuel our company’s success – Maydell was chosen as the 2017 Employee of the Year.

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N A CONGRATULATORY LETTER to Maydell, President and Chief Executive Officer Mark Dunkerley wrote, “Reading through the many wonderful sentiments your teammates and friends shared, it’s clear how much warmth and admiration they feel for you. They wrote at length of your grace, poise, and the impeccably high standard you set.”

The day after the banquet, Maydell was back doing what she loves, preparing for the HNL-JFK flight. Between the congratulatory hugs and countless smiles throughout the Crew Center, we asked Maydell to share what it means to be a Flight Attendant for Hawaiian Airlines.

What aspects of your job are the most fulfilling? I love what I do. I love taking care of people. I love the people I work with.

It’s not a job, it’s an experience. I was raised to be kind; the kindness you give will come back you, and if not you, then to your family.

Every flight is different. You never know what people are going through until you talk with them, put yourself in their shoes, feel what they are feeling, and care – it shows when you care – and do what you can to help them.

“I love what I do. I love taking care of people. I love the people I work with. It’s not a job, it’s an experience. I was raised to be kind; the kindness you give will come back you, and if not you, then to your family.” —Maydell Morgan What motivates you as a Flight Attendant? We had an elderly lady on an inter-island flight. She was by herself, afraid of flying.

She just wanted someone to talk to. She said to me, ‘I look at you and I see kindness; I don’t even know you.’ I stood there, holding her hand and listening. She was so grateful, she kept saying, ‘Thank you for taking the time to be with me.’ I asked if there was something I could do to help her get to her destination.

She responded, ‘You are doing more than enough by caring and understanding where I’m coming from.’ I apologized to my colleagues for handling all the work, but they said, ‘No; keep doing what you’re doing.’

What does the Hawaiian Airlines ‘ohana mean to you?

‘Ohana is a feeling of deep-rooted love for family – blood family and my extended family. My colleagues in In-Flight, Flight, Airport Operations, Headquarters employees -- all 10 fingers are working together in harmony, lōkahi. Love will take us very far, and it’s contagious.

If you were asked to speak to new employees, what would you tell them? First thing I would say is, ‘I love you for who you are.’ Because we’re in this together and we’re going to make this work. We are going to join our hands and put our aloha into this and make this a very successful journey. Love works the same because we’re all human beings. Love goes a long way. I think the best of people and give them the benefit of the doubt. ■

Airport Operations Gets the Job Done

Winter storm? Medical emergency? Responding to challenges at a moment’s notice – no matter the distance from our hubs – is all in a day’s work for Airport Operations.

Because when things are at their worst, these employees are often at their best.

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HE NEW YEAR greeted New Yorkers with a blast of icy snow and strong winds, forcing canceled flights and the temporary closure of JFK airport. Days later, HA1051 was diverted to Portland due to a seriously ill guest. But on both sides of the North American continent, AO leaders and employees responded with equal amounts of quick thinking and aloha.

for guests and busing them back and forth.

“As the storm hit its peak on Jan. 3, I called KOA General Manager Reid Shigeoka and told him to go home and grab warm clothes. Within 90 minutes, he was on a flight to HNL,” said Senior Director of Airport Operations Mark Arimoto. “Reid had spent time in Newark as United’s ops manager, so he has deep operational knowledge – and knows a thing or two about blizzards.”

“We had two hours to turn the aircraft – in the middle of a snowstorm – because HA50 (that day’s scheduled arrival) was about to arrive,” said Reid. “There were mechanical issues, a catering delay (because NYC trains were down) and employees couldn’t get to work. But everyone extended their workdays to help out. We were determined to get our guests to Honolulu safely.”

JFK’s closure caused HA50 to delay departure from HNL for nearly a day, but our Guest Service Agents and other AO employees did a great job getting hotels

HA51 and 1051 eventually departed JFK when 1051 (already delayed by one day) diverted to Portland, Ore., due to a medical emergency. At 5:15 p.m.,

On Jan. 5, when the re-designated HA1050 finally arrived at JFK with Reid on board – only three hours after the airport reopened – our JetBlue vendor team met Reid inside the jet bridge and they headed straight for our counters to begin assisting our customers.

PDX Operations Manager Gina Carter received a call that 1051 was landing – in 20 minutes. Timothy Parks and Shaun Vance from Maintenance rushed to meet the incoming flight. Chief Trainer Mark Norris, still at the airport despite having finished his work day, escorted EMS workers onto the aircraft.

“It was a scramble!” said PDX General Manager Kaleo Titcomb. “Maintenance had to replace the defibrillator device, oxygen tank and special biohazard kit, and clean the affected area.”

Kama‘āina Insights / Hawai‘i Coat of Arms

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IMOTHY KAMALEHUA HA‘ALILIO might not be familiar to most kama‘āina, but he played a key role in Hawaiian history. Of noble blood, he was King Kamehameha III’s private secretary, a member of his treasury board and a close childhood friend.

From 1842 to 1844, Ha‘alilio and Reverend William Richards, an advisor to the king, led Hawai‘i’s first diplomatic mission abroad. While in London, they commissioned the College of Arms to design a Hawaiian coat of arms based on Ha‘alilio’s ideas. Hawai‘i’s legislative assembly soon adopted a tweaked version of that design.

In the center of the coat of arms is a heraldic shield displaying the puwalu, a triangular flag that was raised above the sail of chiefs’ canoes. Behind the puwalu are two crossed paddles, symbolizing the Law of the Splintered Paddle, which King Kamehameha I enacted circa 1797 to ensure his people could travel throughout the islands without fear of unprovoked attacks.

Due to crew duty time limits, the pit stop became an overnight stay, and Kaleo and staff switched to the unenviable task of transporting 266 guests from aircraft to hotel.

“The passengers were having a tough time; many were upset,” said Kaleo.

“Some didn’t want to wait for hotel vouchers, so I made the decision to refund them for rooms they booked themselves. Some guests wanted to sleep in the Alaska Airlines lounge, so we stayed with them overnight.”

The next morning, Kaleo personally apologized to every guest as they boarded. Many commended the PDX team on their exemplary handling of a really tough situation.

“I was so proud,” said Kaleo. “We found a way to help our guests, each other and the company – in the true spirit of ‘ohana.” ■

The first and fourth quarters of the shield contain eight alternating white, red and blue stripes, representing the eight largest islands in the Hawaiian archipelago. Pūlo‘ulo‘u, the tapa-covered ball on a stick that was carried before royalty as a sign of power and authority, are in the second and third quarters.

A crown topped by a Maltese cross rests above the shield. The cross signifies the eight aspirations of knights: to love justice, have faith, be merciful, live in truth, endure persecution, repent for one’s sins, give proof of humility and be sincere and wholehearted.

Flanking the shield are Kamehameha’s twin uncles, Kamanawa and Kame‘eiamoku, his trusted counselors in his quest to unite the islands. Kamanawa clasps a spear, while Kame‘eiamoku holds a kahili (feather standard).

“Ua mau ke ea o ka ‘āina i ka pono” (The life of the land is perpetuated in righteousness) appears at the bottom. Now Hawai‘i’s official state motto, those words were first spoken

by King Kamehameha III in an 1843 speech to his people. The entire design is placed on a feather cape background.

Modifications to the original coat of arms were made for the seals of the republic (in use from 1896 to 1901), territory (1901 to 1959) and state of Hawai‘i (1959 to present day).

A rising sun replaced the crown, and King Kamehameha I and the Goddess of Liberty holding the Hawaiian flag are depicted instead of Kamanawa and Kame‘eiamoku.

Taro leaves, banana foliage and maidenhair fern are common island greenery, but why was the phoenix added? As the story goes, the mythical bird burned itself on a pyre and rose from the ashes to live again. Here, it denotes the transition of Hawai‘i’s government from monarchy to democracy. ■

Congratulations to our 4th Quarter Kūpono Winners!

Flight Attendant DEBBIE PHILLIPS exemplifies the true meaning of kaiaulu (community) and kahiau (giving of oneself). She has a special way of making our guests feel like her ‘ohana or longtime friends. Passengers will even ask if Debbie is working because they remember her and how she treated them.

The University of Hawai‘i Warriors football team considers Debbie their auntie. If the passenger experience is compromised for whatever reason, she is determined to make it better. When she isn’t flying, Debbie attends committee meetings and volunteers for organizations and causes. She commits her time, heart and soul to Hawaiian Airlines and our community. “Putting the needs of others foremost and finding ways to help are Debbie’s specialties,” said Flight Attendant Brian Sabog, her nominator.

On the outside, IT Systems Analyst JESSICA MOORE appears quiet and nonchalant. But underneath, she is serious, dedicated and constantly striving for excellence. Her work ethic is outstanding. Jessica is the lead developer in a critical application that Hawaiian Airlines relies on. She keeps it going with no degradation of service or quality.

The team relies on her for support and direction. Jessica trains and mentors employees, is a voice of reason in challenging discussions, and makes sure the team is on track to complete tasks on-time. She truly demonstrates customer service by enhancing everyone’s experience. She is a role model and inspires others. “Jessica practices our company’s values and exemplifies the spirit of the Kūpono Awards,” said IT Business Analyst Wade Hayama, her nominator.

EDITOR

Mark Berthold Corporate Communications CONTRIBUTORS

James Alaggio Flight Operations Mark Arimoto Airport Operations Damian Balinowski Corporate Communications Daniel Roselle Corporate Communications

Chika Sasaki Human Resources, Japan Reid Shigeoka KOA Station Kaleo Titcomb PDX Station

Brand Coordinator KACIE YANO goes above and beyond. A broad spectrum of tasks land on her desk, but she accomplishes everything, and more. Every day, she goes out of her way to make someone else’s job easier. Whether it’s handdelivering holiday cards or uniforms to employees across the company, or opening up the Logo Store for last-minute purchases, or working with security guards and Line Service/Maintenance/Operations teams that are helping with a photo shoot – Kacie does it all with a smile.

“Kacie is one of the coolest employees I’ve ever met,” said Aircraft Mechanic Sean Eason, her nominator. “Her integrity, teamwork and hospitality are second to none. She truly has a heart for Hawaiian Airlines.” ■ Lead Flight Attendant MAYDELL MORGAN always impresses with her character and work ethic. During a recent HNL-LAX flight, a passenger was having an issue with his seat assignment. Maydell was busy closing out the flight with Guest Service Agents and making sure all cabin preflight requirements and catering were complete. Yet, she left her position in the forward cabin and came back to address the passenger’s concerns. She looked directly at him and gave her full attention. She remained calm and collected. She carried herself with grace and poise, and embodied the aloha spirit. It was absolutely awesome to watch her display ho‘okipa with the passenger. “I have the utmost respect for Maydell and consider myself fortunate to fly with her,” said Capt. Mikel Gilliland, her nominator. ■

COVER

Flight Attendant Maydell Morgan is our 2017 Employee of the Year.

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