COMFORT & Convenience
As passengers return to traveling, we’ll continue to do all we can to deliver the most convenient and enjoyable guest experience possible. That includes a wide and diverse selection of dining options, super-fast Wi-Fi in all of our Terminals, and more charging stations in our seating areas—one for nearly every seat. Guests can also enjoy our ongoing services, including friendly Customer Relations Assistants, volunteer Ambassadors, our AirPAWS Therapy Dog Program, JWAlive music program, and our award-winning Helping Hands personalized travel assistance for families/individuals with special needs. All of this, plus convenient parking and shuttle services, and so much more.
SIMPLER, EASIER NAVIGATION FOR RENTAL CARS
We completed the first two (out of five) phases of the Rental Car Reconfiguration project. Finished work includes painting and re-striping of the rental car area in the parking garage, and the construction of a new exit ramp on the south end of the parking structure.
MORE DINING OPTIONS, COMING SOON
In 2021, we completed Terminal modifications to add two 500-square-foot spaces for two new restaurants with airfield views located near Gate 6 and Gate 14.
TAKING CONVENIENCE TO NEW HEIGHTS
We completed the RFP process and on-boarded a new elevator/escalator contractor—enabling JWA to effectively manage the everyday “ups and downs” of passenger traffic through each Terminal.
WELCOMING TRAVELERS WITH KIND, KNOWLEDGEABLE GUEST ASSISTANCE.
WE’LL INCREASE ENGAGEMENT OPPORTUNITIES
Maintaining guest satisfaction is in our DNA. In 2021, we re-established the Volunteer Ambassador Program, designed to enhance the travel experience by providing superior customer service to guests as they navigate our Airport. (Look for the new custom designed Hawaiian style shirts and smiling faces.) We also implemented our new Volunteer Management Program, Volgistics, to make it easier for volunteers to check in, check out and log hours via the app.
“MAINTAINING guest satisfaction IS IN OUR DNA.“
YOU’LL SEE MORE SMILING FACES
In 2022, we plan to recruit additional Ambassadors—increasing our team from 48 to 80 volunteers.
WE’LL ENSURE SMOOTHER SAILING FOR BAGGAGE
We’ll complete our baggage handling system infrastructure assessment, and initiate the upgrade to our existing inbound baggage systems in Terminals A & B to current baggage system standards. Our work will include modifying size, layout, mechanical and electrical controls to replace the aging system and address bag jam issues.
WE’LL IMPROVE PASSENGER PARKING AND TRANSPORT
We’ll secure a new contract for parking/valet/shuttle services. In addition, we’ll complete the renovation of our Rental Car kiosks and re-open a newly improved Level 0 in the parking garage.
WE’LL EXPAND OPPORTUNITIES TO DINE, SHOP AND RELAX
We’ll issue new concessions contracts with multiple new locations identified throughout each Terminal. We’ll also seek to develop a Common Use Lounge that, if feasible, would be available to all passengers (not just airline club members).
