On Thursday, February 26, our AFA Inflight Service Committee Chairpersons met to discuss their ongoing work in representing our Flight Attendants and advocating for improvements in our workplace. Representing you at the meeting were Naomi Parcell (ANC), Ross DeJong (SEA), Todd Horn (PDX), Raymond Ramirez (SFO), Johanna Thomas (LAX pmAS), Gary Manoi (LAX pmHA), Andrew Malone (SAN), and Thalia Adachi (HNL). MEC Inflight Service Committee Chairpersons Chase Vandergrift (Alaska Brand) and Bianca McKee (Hawaiian Brand) were also present. 

The Committee met with Senior Inflight Experience Program Manager Matthew Coder, Director of Food & Beverage Products Mita Padhi, Manager of Food & Beverage Planning and Programs David Rodriguez, Principal of Food & Beverage Programs Gracie Truex, Food & Beverage Planning Systems Manager Andrea Carns, Senior Food & Beverage Product Manager Gayatri Watwe, Principal Product Manager of Service Strategy Megan Low, Principal Product Manager of Service Strategy Jesse Starmer, Senior Inflight Experience Program Manager Wendy Kong, Cabin Product Directors Christopher Dela Rosa and Evan Nomura, Principal of Inflight Entertainment and Connectivity Product Manager Ryan Williams, Principal Product Manager of Inflight Mobile Alyssa Fornek along with other management representatives from the inflight mobile team, and Director of Catering Operations Andrew Moyer along with other management representatives of the catering operations team.

Although originally scheduled to discuss both Alaska and Hawaiian brands, this meeting focused primarily on the Alaska brand. The Committee requested that future quarterly meetings to be expanded to a two-day session. Management expressed limited ability to expand quarterly meetings at this time. It’s been recognized that while the pre-merger Alaska Committee has traditionally structured quarterly meetings, the pre-merger Hawaiian Committee structures monthly meetings with management. Until sufficient time can be secured for the Hawaiian brand during the merged quarterly meetings, pre-merger Hawaiian Chairpersons will continue to hold independent monthly Committee meetings with management attached to projects specific to pre-merger Hawaiian aircraft.

The next committee meeting is scheduled for Thursday, June 11.

Topics of Discussion

The Committee discussed several topics during internal AFA-only conversations and when meeting with management. Some of the items included:

Alaska Brand Discussion

Pre-Departure Service

• Ice Supply: Additional ice per flight segment in First Class has been requested due to the introduction of a full pre-departure beverage service. The Committee said adding additional ice in the main cabin would be an acceptable option if packing in the forward galley does not allow for additional ice loading. Management will investigate options.
• Boarding Announcements: The Committee agreed that giving the C or the D Flight Attendant responsibility for the first two boarding announcements would be helpful. Management will look into implementing a procedural change. The Committee would prefer management move toward pre-recorded boarding announcements. 
• Collection of Service Items: There is still confusion among crews about when to collect pre-departure cups. The cups must be collected before flight deck door closure but may remain in the cabin after L1 door closure. 
• Ice Restock: The Committee also voiced concern over ice restock being stopped in several markets (including Chicago, Mexico stations, etc.). This has been done due to inconsistent loading and to reduce cost, however we voiced concern that the ice supply on these longer flights is often insufficient for the round trip. 

Milk Run Snack Program

• Snack Product Fatigue: The current brownie snack is a product being used up before its April expiration. After April the snack product should rotate to something more appealing.
• Serving Guidelines: Crew should refer to the Milk Run guide in the OSH for details on which legs to serve the “big snack” if they have any questions about the service levels. Unfortunately, Block2Block is unable to differentiate between standalone flights and those that are part of the Milk Run, and therefore the service information in B2B does not accurately show which flights receive the “big snack” service.

Bamboo Cutlery Issues

• Quality and Safety: Reports of the bamboo cutlery splintering and changing the taste/texture of food were discussed. Management noted that reports of splintering are currently minimal but asked crews to continue monitoring and reporting.
• Missing Spoons: Another issue is the absence of a spoon in the cutlery pack, which is needed for new menu items like cold muesli. Spoons should be bulk loaded with the tins in the aft galley; however they have consistently been reported missing. Catering operations has assured us they will check to ensure spoons are being loaded individually, and management will revisit including spoons in the cutlery packs. 

Boxed Water Pull Tabs

• Flight Attendants are struggling to pull the new water tabs, with reports of breakage and repetitive motion causing hand strain.
  • The current pull tab was implemented to solve the contamination issue from the previous closure, which it has successfully done with zero new reports.
  • The team plans to investigate the integrity of the tab with the manufacturer to determine the cause and look into a device to help Flight Attendants remove the tabs.

Elite Chocolates Program

• The current system of boarding 18 chocolates per leg is failing to meet demand due to a large increase in the number of Atmos elite members.
  • A more dynamic boarding system using bags of five, tailored to specific flight demand, is being implemented to address the shortage. The Committee has doubts that this solution will be adequate to solve the problem. 
  • The company is looking to switch to a more “financially durable chocolate” in Q4 to support the inclusion of Hawaiian Airlines, as the current bar is cost prohibitive.

Picnic Pack Reduction on Short Haul A/B:

• The Committee expressed concerns about food shortages on these flights in December when this was proposed, especially on SNA where Disney-themed kids packs prove to be extremely popular, however management has decided to move forward with the reduction.
  • The Committee encourages Flight Attendants to report any issues with the reduction on these flights using a FAIR.

Food and Beverage Updates:

• New First Class and Main Cabin menus were recently launched, including a new cold muesli yogurt in Main Cabin. The Committee has previously expressed concern about loading both a hot and a cold food item in the same container and stressed that these items must be clearly labeled with different color stickers, however reports indicate that mix-ups are already occurring.
  • System-wide complaints about the Beecher’s Mac and Cheese being served dry (plain noodles/breadcrumbs) were attributed to a catering operational issue where the cheese sauce was being missed. This should now be resolved.
  • New, more durable universal glass in First Class using Hawaiian’s specifications is on order, expected by April.
  • Testing is underway for new unglazed coffee mugs after the original glazed mugs proved too fragile; the unglazed version has had no issues in testing thus far.
  • New gold ramekins for nuts, with a modified size to prevent them from lodging in cup holders, were successfully tested.
  • A concern was raised that the current First Class nut portion is too small for a 16-seat cabin which prevents refills and is often “barely enough” to complete the service. 
  • Retail beverage (beer, wine, spirits) and picnic pack prices will increase by 50¢ on April 1.
  • The recurring issue of flights to LIR running out of picnic packs was raised, and a plan was made to investigate adding more catering for this long-haul route, possibly by adjusting other catered items.

Service Inconsistency and Accountability

• Inconsistency Issues: The Committee expressed frustration over inconsistent service on Alaska brand flights. Management has pledged to do more, including:
  • Look at reducing the high number of service levels onboard Alaska Brand flights and simplify or reduce the number of different levels. This may include reducing or increasing the service level depending on flight time and market. 
  • Improve service information that is fed into Block2Block and add flight-specific catering and service level information.
  • Focus on the kudos program and gamification which often encourages crewmembers to offer products or services that fall outside of standard.
  • Look at elite recognition and find alternative products or tools for recognition which can help support the chocolate program.

Equipment and Logistics

• First Class Serving Tray: The flimsy Alaska brand navy blue serving trays have long been due for replacement, and the Committee recommended adopting the current Hawaiian brand serving trays for first class across both brands. The Committee has firmly expressed to management that we do not want to see inferior Alaska brand equipment expanded to Alaska brand 787 flights simply because it is more readily available and cheaper, and we would like the opportunity to evaluate and replace poor performing Alaska brand equipment in the future. 
• Slotted Tray for Main Cabin: There was a request to get the slotted tray loaded in the main cabin for use during water walks or for tarmac delays. Packing options will be evaluated.
• Universal Trash Cart: A new trash cart is being developed for the 737 MAX 10, incorporating Committee feedback, but retrofitting it to other aircraft would be a lengthy and expensive process, however the Committee will continue to push for a dedicated trash cart certified for use on all 737 types.
• Hot Cup Update: The new redesigned hot cup is expected to be delivered and enter the Alaska system in late May.

Catering Operations

• Team and Operational Integration: The Catering OPS team is now fully integrated to oversee both Alaska and Hawaiian catering operations under IFX. They are working to integrate separate catering vendors and standardize catering processes and procedures (safety, audits, manuals) over the course of the next year.
• East Coast Beer Bin Re-icing: Premium long-haul East Coast catering stations (specifically DCA and RDU) are not consistently draining and re-icing First Class beer bins. The team will add this as a reminder to their next kitchen call.
• Single Door Catering (737 – SEA): There is ongoing confusion and operational issues with single door catering on the 737 in Seattle, primarily regarding catering carts blocking the L1 entryway.
  • The correct procedure is one cart temporarily against the forward jump seat and two carts staged at Row 1, with the aisle clear for crew to board with their bags.
  • Crews are often waiting to board because this process is not being followed consistently, and they have difficulty maneuvering their bags past the cart by the jump seat, however there should be plenty of space for crew to board if the carts are staged properly.
  • The team is implementing bi-weekly walks and observations and will circulate a video and diagram to all stakeholders to reinforce the correct process and the crew’s ability to board while catering is taking place.

Reykjavik (KEF) Service Plan

• First Class: Matthew Coder provided a fast-paced overview of the new First Class service, including galley diagrams, ovens pre-loaded by catering, pre-departure in glassware, plus a review of the elaborate service flow which begins with the appetizer cart with table linen and cutlery setup, and fruit and cheese plate which is then cleared, followed by the soup, salad, and bread course, the clearing of soup bowls and salad plates, followed by entrees served in the aisle with plate lifters, the dessert course, mid-flight snack basket, arrival meal on a quarter-size tray, and the thank you chocolate.
  • A test of both cabins simultaneously is scheduled for March 25th, with a separate observer for each cabin.
  • The service guide (30 pages) will be added to the OSH (Onboard Service Handbook), with an update planned after the SRA (Safety Risk Assessment) is finalized.
• Main Cabin Bistro Box Concerns: The collection process for Main Cabin bistro boxes and trash collection was identified as a big concern for this service. The boxes are designed to fit back into the carts the same way they are distributed, however collection from two sides of the cart is not possible. Dual cart collection was proposed. With the rear door of the cart closed, the bistro boxes can be collected and stowed inside by a single Flight Attendant during trash collection in the cabin, with one cart starting at row 6 and one starting at row 18. 

Starlink Updates

• Installation Timeline: The first 737 Starlink installation is scheduled to begin in March, with the 737 MAX 8 anticipated to be flying with Starlink by mid-April. The 100-aircraft milestone for Alaska Air Group (including all Hawaiian, SkyWest, Horizon, and Alaska) is expected in May. All ERJs (SkyWest and Horizon) should be complete by the end of April. The first 787 install is scheduled for October.
• Passenger Experience and Portal: The Starlink portal, already live on Hawaiian and SkyWest, will have features like a flight map, entertainment tab, and a language selector added during the month of May. Full Atmos login will be required at the end of May.
• Onboard Streaming Entertainment Content: There will be no onboard hosted movies/TV shows; passengers must stream their own content using their personal accounts/passwords. 
• Inflight Wi-Fi Inconsistency: There will be four different Wi-Fi experiences across the fleet this summer (Starlink, ATG4, 2KU, and 787/Max 8s without Wi-Fi), requiring focused passenger messaging through notifications, alaskaair.com, and gate announcements.
• 737-700 Aircraft: These aircraft will not receive Starlink and will lose Wi-Fi when ATG4 shuts down in about a month and a half. They are slated for retirement in the next one to two years. The Committee expressed concerns because 737-700 aircraft are often routed to Southern California and other destinations in the lower 48 where Wi-Fi connectivity is expected.
• Reset Button: Starlink-specific placards (with troubleshooting) will replace the current 2KU placards on 737s. The Wi-Fi reset switch is being removed from the aft galley. The flight deck will have a simple on/off switch which is toggled for de-icing or if a system reset is necessary.

AS Brand 787 International Amenity Updates – Operated by pmHA Crew

• Amenity Kits and Bedding: Brand partnership with Filson to include new business class bedding, amenity kits, and slippers. These amenities will be pre-placed at the seats by fleet service. 
• Business Class Headphones: Will be provided in partnership with LSTN Sound Co. which donates a portion of proceeds to help those with hearing difficulties. These will be bulk loaded in bags for both the outbound and return flights and placed in each vanity by Flight Attendants. They will not need to be collected prior to landing and fleet service will collect and gather used headsets after deplaning.
• Water Bottles: Aluminum water bottles will be staged in the vanity compartment for 787 international flights by Flight Attendants prior to boarding.
• Décor: A new paper floral arrangement has been developed under the AS brand for the 2L countertop. For First Class lavatories, a durable faux floral arrangement has been developed.
• Lavatory Products: Salt and Stone Bergamot and Hinoki facial mist and body lotion will be made available in both First Class lavatories. Bottle height has been tested to fit standing up in the amenity holders. The Salt and Stone hand soap will be provided in all lavatories. 
• Children’s Gift: The existing Alaska and Disney co-branded coloring books will be offered to kids along with newly ordered packs of coloring pencils. 
• Premium Class (Previously known as Extra Comfort) Amenity Kit: Collectible kraft kits will be loaded and include a random selection of destination themed eye shades as well as earplugs and earbuds.
• Main Cabin Earbuds: Alaska-branded earbuds will be loaded in sufficient quantity for all passengers, plus extras.

Hawaiian Brand Updates

• Committee Meeting Format: Prior to the merging of the Committee, the pre-merger Alaska Committee traditionally conducted quarterly meetings while the pre-merger Hawaiian Committee conducted monthly meetings. As several Hawaiian-specific tasks are underway, the pre-merger Hawaiian Chairpersons will continue with monthly meetings until sufficient time can be added to Quarterly Committee Meetings to include Hawaiian-brand topics. Hawaiian branded updates reflected in this recap reflect the minimal time allotted to cover Hawaiian-specific topics. A more in-depth Hawaiian brand update can be expected in the next few weeks.
• Alaska Branded Medium Haul (Honolulu-Seattle): The Filson acrylic blanket remains for First Class. Redeye flights will provision the Filson bedding for the Main Cabin, following the current Hawaiian brand model, but non-redeye flights will only have it in First Class.
• Hawaiian Brand International/Long Haul Amenity Kits
  • Business Class Amenity Kit: Transitioning from the current a la carte service to a pre-stuffed, teal-colored kit with a zipper closure, which will be placed on the seat by fleet support. The design, in partnership with Noho Home, uses sustainable materials and ties into the Starry Trails quilt design.
  • Hawaiian Brand Premium Class (Previously known as Extra Comfort): The amenity bag will transition to a kraft kit with eye shades, ear plugs, and headphones. Previously offered to Main Cabin passengers. 
  • Hawaiian Brand Main Cabin: The main cabin will no longer receive an amenity kit. Hawaiian branded earbuds will be available for all main cabin passengers. Earbuds will be over boarded. The Committee expressed disappointment in reducing our main cabin amenity offering. 

Affecting Both Hawaiian & Alaska Brands

Inflight Mobile

• iPhone 17 and Case Design:
  • Management is preparing to launch the iPhone 17, with a target date of Q3 2026.
  • The current vendor, OtterBox, no longer makes a case for the iPhone 17, so they are in the design process with a new vendor, Pivot, who already manufactures pilot cases. Two different styles will be tested, and the Committee has asked for samples to review both options. The new cases will continue to use the existing Magtek Gen3 card readers.
  • The goal is to use a single, dual-branded case color for all airlines to simplify inventory management.
  • Card readers for the current iPhone 16 are still scheduled for distribution to Hawaiian Flight Attendants starting on March 16.
• Tap-to-Pay and Connectivity (AS):
  • Flight Attendants reported significant latency (up to 30 seconds) with tap-to-pay transactions, which is a big concern as they expand to larger aircraft.
  • The team is looking into whether the transition to Starlink Wi-Fi will improve the tap-to-pay latency.
  • A feature called “offline mode” is on the roadmap (later this quarter/early next quarter) to allow tap-to-pay payments when there is no Wi-Fi connectivity.
• Block to Block (B2B) to support Dual-Aisle Aircraft for future Pre-Orders:
  • The Committee is working closely with the B2B team and pmHA early adopters group to upgrade B2B to support dual-aisle services. More information to be shared in a separate communication.

What The Committee Is Working On

1. Reykjavik (KEF) 737 Service Testing Continues: Several pain points have been identified in the previous four SEA-KEF service test flights. Two tests have been conducted for main cabin service, and two tests for the business class service. Two tests remain, scheduled for March 25 and April 10 on SEA-JFK departures. Both will be full cabin tests, and the Committee will make recommendations for change based on the outcome of these test flights. SEA-KEF launches May 28.
2. Alaska Branded 787 (ICN, FCO, LHR) International Service: Four test flights have been completed. The Committee is actively involved in the development and rebrand of the 787 Alaska Branded International service. We continue to challenge management to land on a service model that not only creates a great passenger experience but is also feasible and practical to execute. Staffing remains the biggest challenge and is a continued conversation between the Committee, our MEC, and management. SEA-ICN launches April 25, SEA-FCO launches April 28, and SEA-LHR launches May 21
3. Alaska Branded 787 Domestic: Domestic 787 flights will transition to the Alaska branded service model on April 25. The Committee is diligently working with management to ensure a smooth transition.
4. Immersion Training (pmHA SEA Base Only): The Committee is working with management and training on the content that will be shared during Immersion Training. A member of the Committee will be available to support you at all three Immersion training dates.
5. Future of Hawaiian Branded Flights: Many projects are forecasted for the rest of 2026. The Committee is dedicated to preserving Hawaiian Airlines beloved Hawaiian hospitality to the fullest extent possible. More information to come. 
6. Focus on Simplicity: As our service changes and evolves, the Committee will continue to emphasize to management that more steps and more work for the crew does not create an elevated experience. Complicated and fractured service levels are simply creating more inconsistency without adding anything meaningful to the onboard experience. 

We Want to Hear from You!

Do you have any other feedback for the Committee or items you’d like to bring up with management? Please let us know! Your Local Inflight Service Committee is your voice to management. You can find our contact information on the Inflight Service Committee page of the AFA Alaska + Hawaiian website.