Just a little therapeutic venting.
We splurged for first class seats to Seattle and back on the airline slowly coming together as a result of the merger of Alaska and Hawaiian.
A red flag came up early when I was booking the reservations. I called Hawaiian, booked the flights, then asked about seats. Well, the flight back on Hawaiian wasn’t a problem. But the flight over to Seattle on Alaska was a problem. I could book a reservation but could not get seats assigned through Hawaiian. Suddenly they were two separate airlines. No workaround. Luckily, when I made the call to Alaska reservations, we were happy with the seats available. But I can easily imagine things going sideways at this point.
Early on the morning of our departure for the Great Northwest, our cab driver asked what airline.
I said Hawaiian, since that was where I booked the flights.
Luckily, she pushed back. Alaska and Hawaiian are currently in different terminals. I hurriedly checked my emails, and both the Hawaiian and Alaska apps.
Turns out we were leaving from the Alaska gates in Terminal 2 at HNL, not the familiar Hawaiian lobby over in Terminal 1.
First problem dodged, except that the Hawaiian lounge is over in Terminal 1, meaning that it wasn’t really available to us.
Check-in and bag drop wasn’t a problem, and we proceeded on the long walk to the only open TSA PreCheck screening area. Here we got another surprise.
Although we’ve made lots of Hawaiian flights over the years and have always been properly put in the PreCheck category, apparently that info wasn’t shared with Alaska, and no one along the way suggested that we check. So we were turned away by a friendly but firm TSA agent who said the airline had us in the system as regular passengers, no PreCheck, and there was nothing he could do about it. “You have to go back to the airline,” he said.
This problem grated, since it involved lots of extra early morning walking between gates and the loss of PreCheck benefits, and a lack of disclosure by the two airlines that we assumed were now one.
When we finally cleared the regular security check, my first task was to dig through the Alaska and Hawaiian websites and make sure our “Known Traveler” numbers, which are key to getting cleared for the appropriate security screening process, were entered. Hawaiian had them. Alaska didn’t, and there was no sharing between the two sides of the merged airline.
The Alaska Airlines flight to Seattle was, well, okay. But it came nowhere near the friendly and attentive service we had become used to on Hawaiian, whether in economy or first class. A meal was served, and it was as good as can be expected. But that was just about the end of the service offered during the 5-1/2 hour flight.
Before our flight to Seattle, we were asked to pre-select a meal option, which we did.
We’re now 48-hours from our flight back to Honolulu, and I checked the Hawaiian website for info on a similar meal selection for the flight.
Finding nothing, I initiated a chat with what turned out to be an AI assistant rather than a person. It repeated directions applicable to economy passengers, which meant no preselection of meals.
“… you are welcome to bring your own meals or snacks on board, but please note that there is no option to choose your meal in advance.”
I replied by noting that our flight over in first class had indeed offered a choice, forgetting once again that these are still primarily two separate airlines, although that separation will supposedly end soon.
Honestly, I have my doubts.
We chose to fly Hawaiian/Alaska based on our previous experience with Hawaiian, and the availability of a direct flight to Seattle, in contract to United which requires a stopover and plane change in San Francisco.
But this experience certainly takes the rose off of the Alaska/Hawaiian option, and may send us back into United land.
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That is terrible. I’m about to go through the same sce. Worried now.
I think this is THE week – about which we were all warned in advance – that the transition of these kinds of things is or will take place. Requires some patience. MainT’ing: aircraft stays in the air for the requisite flight time. Maybe some compensation from an inquiry after you return? I’ve had minor gripes with both airlines in the past and received “courtesy” miles credited to my accounts. Travel safe!
I agree! I’m trying to use my Alaska miles to book to mainland. Can’t get an answer online as to what seats would we get. Called Hawaiian air and they were clueless. I’m thinking we’ll stop
using HA and Alaska. Bummer. I actually feel let down by HA since we enjoyed so many great flying experiences! HNL to Boston. HNL to Tahiti. HNL to Portland and so on.
Disappointed but not surprised to hear that the level of service on Alaska doesn’t match Hawaiian. The main reason for choosing Hawaiian was their service on board.
Hi Ian
Here’s what i know first hand about alaska/hawaiian “debacle”.
The first issue is that Alaska operates under TWO operating certificates: Hawaiian and Alaska
They unfortunately use TWO different booking systems.
I have had one leg operated by Hawaiian: Booked thru Hawaiian, another leg operated by Alaska but booked thru Hawaiian
Only recently, they have “indicated” on the website that SEAT assignments were given by Hawaiian for their operated flights and Alaska for their operated flights
When you book today, you are provided a booking code for the Hawaiian portion and a booking code for the Alaska portion. With those “codes” you can select your seats on the respective airlines online.
Once Alaska has the ONE OPERATING CERTIFICATE, the issue with two different reservation system won’t be resolved till i heard NEXT YEAR!!
I think you already know of the downstairs Hawaiian Lounge (i heard also available to Alaska ATMOS members (formerly Mileage Plan)
The Upstairs nicer and better lounge is currently reserved for: 1st Class Domestic and Business Class International, Atmos 75K and Up- so ive been told.
I heard the NEW alaska/hawaiian lounge at Terminal1 wont be ready till 2027.
Also you have access to the following
Alaska Lounge+ members have access to Admirals Club locations when arriving or departing that day on Alaska Airlines, Hawaiian Airlines, or American Airlines *.
When traveling on Alaska Airlines, Hawaiian Airlines or American Airlines*, Alaska Lounge+ members also get complimentary access for their immediate family (spouse or domestic partner and children under the age of 21) or two guests. Guests must also arrive or depart that day on an Alaska Airlines, Hawaiian Airlines or American Airlines flight. Alaska Lounge+ members and their guests do not have access to American Airlines Premium or Flagship Lounges.
Honolulu, Hawaii (HNL)
Admirals Club / Sakura Lounge
Shared lounge with Japan Airlines (JAL).
Location
Located on the third level of Terminal 2 above The Local @HNL restaurant – in the central lobby of the Overseas Terminal, across from Central Security Checkpoint #3.
Admirals Club hours
Daily:
10:30 a.m. – 10:30 p.m.
In regards to food, that is a WHOLE ANOTHER STORY.
Yes you have to Pre-select for Alaska whereas hawaiian you cant.
In my case, i have DRANK the kool aid and got the NEW ATMOS Charge Card (AKA Expensive one)
It is very FUSTRATING to say the least….Good luck!
Shared w/a Hwn Air retained employee who is part of a customer relations. Frustration indeed!
Perspective from one who’s on Hawaiian interisland very frequently, and a mix of Hawaiian and Alaska to the mainland a few times a year: Alaska service was generally on par with Hawaiian until fairly recently. These days it’s much more mixed, with some outstanding crews and some who spend more of the flight on their phones/reading their books in the galley, but none of the “we hate our jobs and we hate you” vibe that I’ve run into occasionally on the US3. The merger stuff is a hassle, but it will be over in a few more months and isn’t a reason to make long-term decisions (and I seem to recall that United’s merger with Continental created more issues than this one has so far). I’m still pretty satisfied with both sides of the operation, and with having a lot more non-stop options than United (or anyone else). FWIW….