January 2022 Hōʻike

NĀ LEO NEXT STEPS

MINIMIZING IROPS

RETURN TO SYD

AMELIA EARHART

JANUARY 2022

Looking Ahead

2022

Looking Ahead in 2022

The year ahead holds a lot of promise—along with hard work to help that promise be fulfilled. President & CEO Peter Ingram spoke to that effort and opportunity in his new year message to teammates: ■ Returning to a Full Operation: We are ready for interna-

tional service to return, even as this seasonal COVID-19 surge delays implementation.

■ Investing in Foundational Technology: The launch of HA

Connect, implementation of a new Passenger Service System with Amadeus, and mobile devices for our Flight Attendants top an ambitious year ahead for our IT team as we focus on giving our teammates the tools they need and our guests the choice they want.

■ Managing in a Competitive Environment: The pandemic

has altered the environment for us and our competitors.

Quick and nimble is the name of the game as we pursue new opportunities. In response to your Nā Leo feedback, there will be more communication around “the why” of these decisions (see page 3).

Peter met with Director of IT Field Services John Kim to discuss the key role IT is playing in our recovery... and where he likes to eat locally. Watch on HApeople.

Relive the events of last year with this 10-minute tour of 2021. Watch on HApeople.

The pandemic is by no means behind us, as the latest surge clearly demonstrates. Fortunately, our company is nearly 100% vaccinated after reaching the Jan. 4 deadline for U.S.based teammates. While that means it’s much safer for us to work around each other, we must continue to take precautions through masking and common hygiene habits to mitigate spread. But vaccinations are opening a new chapter, finally, in our recovery story. ■

What’s in store for us this year? President & CEO Peter Ingram provides an update.

Watch on HApeople.

■ 787 Induction: While the 4Q2022 delivery date has been

pushed back due to Boeing’s delivery schedule challenges, work continues to bring our next flagship aircraft into the fleet.

■ Advancing Our Commitment to Environmental Sustain-

“We know how to make travel safe. Now, it’s time to talk about how we make travel better – through the innovative work we have ahead, and more of the aloha we’re ready to share.”

ability: You’ll be hearing more about our efforts to incorporate operating practices and initiatives designed to shrink our carbon footprint. Peter also spoke to this work in the latest episode of Connecting with Peter.

■ Sharing Our Purpose & Values: With our leadership and

non-contract Purpose & Values immersion sessions now complete, we’re excited to soon expand the program on living and working with our values to our frontline teammates. As Peter notes, “They are the key to our thriving future.”

— President & CEO Peter Ingram

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Next Steps with Nā Leo

Teammates who took our employee survey last year are driving improvements in how the company communicates the rationale behind certain decisions as our business evolves through turbulent times.

Nā Leo Strengths & Opportunities

by Department Departments are finalizing their focus area based on survey results. The following are the top three strengths and opportunities for each group identified by employees. For full prompts, visit the 2021 Survey Insights page on HApeople.

Decision making was cited as a key opportunity to improve the employee experience at Hawaiian Airlines. That sample item, measuring the response to the prompt, “Overall, I am satisfied with how decisions are made at Hawaiian Airlines,” scored a 54, running 14 points shy of the global benchmark of 750 companies.

DEPARTMENT

STRENGTHS

OPPORTUNITIES

Feedback Manager Communication

Work-Life Balance Intent to Stay Purpose

Global Sales & Alliances

Communication Leadership Action Taking

Career Intent to Stay Purpose

Human Resources

Manager Feedback Action Taking

Communication Leadership Action Taking

Work-Life Balance Intent to Stay Role

Law/Corporate Real Estate

Employee Connection Prospects Excellence

Career Empowerment Intent to Stay

Marketing

Communication Physical Safety Respectful Treatment

Career Intent to Stay Work-Life Balance

Operations

Intent to Stay Purpose Work-Life Balance

Decision Making Employee Connection Leadership

Revenue Management & Network Planning

Feedback Resources Collaboration

Intent to Stay Career Action Taking

Finance

Drilling down to the comments provided by 375 teammates on that item, how decisions are communicated was cited most often (see chart).

“We heard you,” said President & CEO Peter Ingram in his new year address. “The leadership team will be working this year to improve how we communicate the ‘whys’ of what we’re doing and the changes we make to the business.”

Information Technology

We have identified some initial strategies to help fulfill that goal: ■ Recognize and showcase collaborative decisions currently

happening throughout the organization ■ Foster two-way communication to get real-time feedback

on decisions from most-impacted groups ■ Understand communication preferences

by key audience populations ■ Improve our communication vehicles

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15

SPEED OF EXECUTION

COMPENSATION

33 PROCESSES

78

21

HEALTH

33 FEEDBACK

COMMUNICATION

30 CULTURE

Intent to Stay Role Purpose

60

34 WELL BEING

Decision Making

COVID

375 COMMENTS

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Minimizing IROPS Impact with Lōkahi

The increased operational tempo during the holiday travel period can be a stressful time for our guests as well as our teammates. Irregular operations (IROPS) are unwelcome, but often unavoidable gremlins that add to the complexity of safely and comfortably taking our guests to their destinations. But, as one of several recent examples demonstrated, the way we work together can soften the pain of a long delay.

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contact with SOCC and provided regular updates to our Pilots and Flight Attendants on aircraft readiness and worked with the Port of Seattle on gate availability. She also worked with our below-the-wing vendor to ensure our A330 was positioned where needed, and bags and cargo loaded when departure time finally came.

HEN OUR SEATTLE maintenance vendor advised us that they lacked required parts onsite and wouldn’t be able to complete their overnight work in time for the departure of HA21, our Guest Services team implemented its IROPS procedures. Shortly after the crew arrived at the airport, our System Operations Control Center (SOCC) informed the SEA team that the required parts to complete repairs would take even longer to arrive, resulting in a further delay. With the day’s other two flights (HA27 and HA29) having departed, our Guest Services team set about taking care of our guests waiting in the terminal and providing the latest available information.

“Many of our employees are new to the station and they had already overcome several long delays. We had a rough week, but I’m impressed and proud of how everyone always pulls together,” added Kainoa.

Crewmembers were also eager to do everything legally possible to minimize the pain of the long delay. “It was a very stressful day for everyone, especially our guests,” recalls Flight Attendant Sean Reindollar. “From our perspective the attitude was that if we can do it, let’s do it because at the end of the day, it’s our guests that we need to take care of. So, it was very heartwarming for us to see these guests greet us with applause as we entered the departure lounge to board the aircraft and prepare it for flight.” ■

“It’s never a comfortable experience breaking the news to our guests that their flight would be delayed, but clear communication and transparency are key to maintaining calm,” noted SEA Operations Manager Kainoa Tunu. “And, IROPS is never an excuse for any of us to put aside our aloha spirit. Multiple guests may come to us with the same question – even after an announcement. But, we must always understand that, for them, your answer is the first time they receive the information.”

Communication and collaboration with crew, vendors, and airport officials were also important. Kainoa stayed in constant 4

Q&A with Andrew Stanbury

In mid-December, we resumed service between Honolulu and Sydney, ending a 21-month pandemic-induced pause. During an interview with us, Australia & New Zealand Regional Director Andrew Stanbury noted that our teammates “down under” have kept busy adapting to the new normal and planning for SYD flights to resume.

Pualani sits at Gate 51 at SYD on Dec. 14.

It has been almost two years since we’ve been able to connect Honolulu and Sydney. How have you and your team been able to weather such a long hiatus? The team worked on nonAustralia projects while staying engaged with our partners and, most importantly, with each other. We’ve also worked on changing the way we do business in a new post-COVID travel landscape and now have new structures and strategies for the year ahead that will deliver better returns on our investments in Australia.

by our April school break. Overall, Hawai‘i is positioned very well from Australia as a safe, point-to-point leisure destination with world-class facilities.

What kinds of changes should travelers expect? Australia has had some of the strictest travel restrictions in the world.

At the moment, fully vaccinated travelers entering or transiting New South Wales are required to take a rapid antigen test and self-isolate until receipt of a negative test result. Unvaccinated travelers must isolate for 14 days.

As the saying goes, “Never waste a good crisis,” which means we’ve used this opportunity to do things we previously didn’t think we could do.

We have very high vaccination rates which should result in easing of restrictions over time, but for now travelers will need to ensure they understand and prepare for every requirement in both directions of their journey.

How did your team prepare for the resumption of flights?

There’s been a lot to do, especially navigating changing travel rules for our guests and for the operation. Keeping our trade partners informed and aware of our restart has been a major focus, but the result has been that we relaunched the service with high load factors and – most pleasingly – full front cabins

As we all look forward for conditions to improve, what are your hopes for the short and long term? At the moment, the Australian border is still closed to most foreign nationals including U.S. citizens and permanent residents. Once that is eased, we expect to see pent-up demand for destination Australia providing strong support for the HNL-SYD route, in addition to big demand from Australians who have been unable to travel for two years. I hope that we will be selling into a strong demand market with new cost structures that will deliver great outcomes for our business. ■

What kinds of demand trends are you seeing in this market?

We saw an initial burst of pent-up demand from people keen to return home either to the U.S. or Australia. This has meant a higher-than-normal demand for travel via HNL to our network throughout North America and vice-versa. There are still concerns about evolving travel restrictions among our typical family vacation market, but we expect this to rebound strongly 5

Resuming SYD Operations

Kathy, Daniel, SYD Station operations teammates and Swissport ground handlers posed at check-in for HA’s first SYD-HNL flight since the pandemic started.

The pandemic-induced operational pause was tough on our SYD Station teammates, as they endured in-home lockdowns and a closed border. Yet, the past year has provided ample opportunity to incorporate flexibility, health and safety protocols, and remote work into daily routines while staying busy.

“We brushed up on our teleconferencing skills and, with no operation or need to be at the airport, we discovered that it was indeed possible to work in isolation,” recalls Kathy Mainerd, Senior Manager of South Pacific Airport Operation.

“Airport Operations kept us busy with projects and tasks that enabled us to stay productive, added structure to our days, and helped us remain connected to our HA teammates.”

The prospect of Pualani once again gracing Sydney skies brought renewed energy to our SYD team, excited about the end of nearly two years of isolation as the Australian Government began to slowly open borders.

“Frankly, we were thrilled when the Dec. 15 restart date was announced. We hit the ground running and never stopped,” adds Kathy. “The hardest part was iden-

tifying the training needs for our new ground handler, Swissport. The requirement for our instructors to provide training virtually compounded these challenges. But that didn’t stop our Training & Development team, who did an excellent job in using our online platforms to effectively deliver course materials and keep everyone engaged from afar.”

Our SYD Station teammates relied on their network of trusted vendors to ensure that they were ready and compliant in time for startup. They also collaborated extensively with Australian and U.S. health authorities to stay ahead of ever-changing regulations. In addition to our standard processes, our agents are required to check vaccination status, COVID-19 test results, completion of attestation forms, and overall adherence to health protocols. Sydney Airport has 6

also implemented triage desks where every guest is vetted prior to check-in, which has increased standard processing times.

“We are excited to see Hawaiian Airlines back in Sydney and welcoming Australians back to their favorite holiday destination,” noted Daniel Arbovski, General Manager of Sydney Airport Operations. “The outlook for 2022 is positive, based on our healthy load factors we are already seeing since resuming our services in the last month. With the easing of our border restrictions, we are looking forward to welcoming back our international guests and HA colleagues back to our shores. We are also excited to be working with our new vendor, Swissport, and once again spreading the Aloha spirit down-under.” ■

Welcoming Our Guests from Australia

Wahine Lele Lewa

I ka ‘oala ‘ana a‘e o ka makahiki hou, ua kau a‘e nei ka no‘ono‘o no ka wā e hiki mai ana a me ka wiwo‘ole e pono ai ko kākou holomua. I Ianuali o ka makahiki 1935 i lilo ai ‘o Amelia Earhart ‘o ia ke kanaka mua i lele mai Honolulu a i Kaleponi ma ka mokulele. Eia i lalo nei kekahi mo‘olelo i pa‘i ‘ia ma ka nūpepa ‘ōlelo Hawai‘i ma hope iho o kona pae ‘ana i ka lā 17 o Ianuari, ma ka nūpepa ‘o Ke Alakai o Hawaii.

With the new year upon us, we think about boldly moving forward. In January of 1935, Amelia Earhart became the first person to fly a plane from Honolulu to California. Below is an excerpt from the Jan. 17 edition of the Hawaiian Language newspaper, Ke Alakai o Hawaii. The article content was repurposed from an Oakland newspaper.

In Honolulu, our teammates were on hand to welcome our arriving guests with lei, refreshments, and keepsake tote bags while the Hawaiian Airlines Serenaders added song and dance to the festivities.

‘ELIMA KAUKANI PO‘E I KA HŌ‘EA ‘ANA O KA WAHINE LELE LEWA FIVE THOUSAND PEOPLE AT THE ARRIVAL OF THE AVIATRIX HE ‘UMIKUMAMĀWALU HOLA ME KA HAPA O KA LELE ‘ANA EIGHTEEN AND A HALF HOURS OF FLYING OAKLAND, Ianuali 12-‘O Amelia Earhart, i ka ho‘opau pono ‘ana i ka lele ‘ana ma ka lewa ma ka moana Pākīpika a ‘o ka wahine mua loa ho‘i i lele ma luna o ka moana, ku‘u ihola ‘o ia ma ‘ane‘i mai Honolulu mai i ka hola 1:31 p.m. o kēia lā (‘o ka hola 11:01 a.m. ia o Honolulu), ma hope o ka hala ‘ana iā ia ma ka lele ‘ana o nā hola he 18 a me nā mīnuke 16 mai Wheeler field mai a hiki i ‘ane‘i. Oakland, January 12 - Amelia Earhart has successfully completed a flight over the Pacific Ocean, and is the first woman to fly over the ocean. She landed here at 1:31 p.m. (11:01 a.m. in Honolulu) after a flight of 18 hours and 16 minutes from Wheeler Field.

Ho‘oiho ihola ‘o Miss Earhart i kona mokulele i lalo o ke kahua mokulele me ka pāka‘awili ‘ole a ho‘okokoke ‘ole i ka moku nui ‘ula‘ula a nā ‘īpuka o ka mouo ‘oiai nā kaukani kānaka e holo kikī mai ana i ke kahua. Miss Earhart descended her aircraft at the airport without twisting or getting too close to the large red buoys as thousands of people dashed to the runway.

Ki‘ei maila kona helehelena mino‘aka ma waho o ka lua o ka mokulele i ke anaina kānaka e hulō aku ana iā ia me ke ohohia nui. Her grinning countenance peered out from the cockpit into the audience as they cheered for her with great enthusiasm.

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Photo courtesy: Pacific Aviation Museum.

Earhart with Duke Kahanamoku, 1935.

No kekahi manawa hāmama nā waha o nā kānaka i ka nānā ‘ana aku me he mea lā ua ho‘okē a‘e ka huila e niniu ana i nā kānaka e paukikī ana no ke ake e ‘ike i ka helehelena o ka wahine lele moku, akā ‘a‘ole na‘e he mea ho‘okahi i pō‘ino. For a short time, the people gasped as it seemed the wheels teetered and twisted towards those eager to see the face of the aviatrix, but no one was hurt.

Mino‘aka maila ‘o Miss Earhart me ka ‘oli‘oli a kahi a‘ela i kona lauoho ‘oiai nā mikanika i lawe aku ai i ka mokulele i kona wahi e kū ai. Miss Earhart smiled with joy and brushed her hair as the mechanics brought the aircraft to its appointed parking space.

‘INO‘INO KA NO‘ONO‘O O KA PO‘E THE PEOPLE FEARED THE WORST Ua hō‘olu‘olu ‘ia ka no‘ono‘o o ka po‘e e kali ana i ka lō‘ihi o ka manawa i hala mai ka ha‘alele ‘ana o ka wahine lele moku, ‘oiai nō na‘e ua lohe maopopo mau ‘ia nō kāna kūka‘i kama‘ilio ‘ana mai, ‘a‘ole na‘e he mea nāna e ha‘i maopopo mai aia lā ‘o ia ma hea e lele mai ana. The minds of those who waited so long from the departure of the aviatrix were appeased, for while they knew she was alive because she continued to communicate, no one knew precisely where she was at any given time.

Ua kia ‘ia kona lele holo‘oko‘a ‘ana ma ke koho wale nō ‘oiai ‘a‘ole i hiki iā ia ke ana i nā mea lani i maopopo ai kona kūlana, a ‘oiai nō ua maopopo nō iā ia, e like nō ho‘i me ka maopopo i ka po‘e e kali ana i kona hō‘ea mai, e ho‘okokoke mai ana ‘o ia i ka ‘āina akā na‘e ua ho‘opīhoihoi nō na‘e ka po‘e i ka hala loa o ka manawa i ho‘omaopopo ‘ia nona e hiki mai ai ma ‘ō aku o ka 16 hola ka manawa nō āna i ana ai nona e ho‘ohala ai ma ka lele ‘ana. Her entire flight was steered with meticulous estimation, as she was unable to take measurements in the sky that would reveal her exact location. Although, she did know, just as those who were awaiting her arrival, when she was close to land. However, many were concerned when 16 hours had elapsed as that was her original flight time estimate.

Loa‘a mai he hō‘ike mua i maopopo ai ua hala ‘o ia ma ka hema, akā ‘ike ‘o ia i ka mokuahi Peresidena Pierce i ka hola 8 manawa o Honolulu, a mai ia wā mai holo maila kona lele ‘ana me ka maopopo pono, a hiki pū ho‘i iā ia ke ho‘opololei i ke kia ‘ana i ka lele ‘ana o kona mokulele. She discerned that she veered a little to the south, but she saw the steamship President Pierce at 8 a.m. Honolulu time, and from there the flight path was clear, and she was able to correct the direction of her flight. ■ Hō‘ike is published monthly by the Internal Communications team.

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