Hawaiian Brand Inflight Service Committee Update – 3rd Quarter 2025

Our AFA Inflight Service Committee holds regular meetings and discussions with management to receive updates, address Flight Attendant concerns, and advocate for improvements in our workplace. Although our Inflight Service Committee has now merged, meetings with management continue to focus primarily on the Alaska or Hawaiian brands individually. This particular update is centered on the Hawaiian brand.

As we move forward, the Committee remains dedicated to providing comprehensive updates on service for both the Alaska and Hawaiian brands. We aim to present this information in ways that reflect the distinct work being done for each brand, whether individually or collectively.

Representing you in conversations with management is MEC Inflight Service Committee Chairperson—Hawaiian Brand Bianca McKee. Representing management are Senior Inflight Experience Program Manager Wendy Kong and Principal Product Manager Service Strategy Jesse Starmer.

Development of the Boeing 787-9 Service

The company put together a Medium Haul and Long Haul Focus Group to develop the inflight service prior to putting the 787 into service. Flight Attendant volunteers and AFA Representatives worked to evaluate and provide feedback to marketing and inflight service management. This included testing the service and catering to identify core issues and areas for improvement. The company Focus Groups continue to meet periodically to address continuing issues and to improve the effectiveness of the service. The Committee is actively involved in the Focus Groups while also meeting on a regular basis to address new and ongoing concerns.

Key Highlights for 787-9 SEA International Service

SEA-ICN

• “Zone” to “Train”: To account for the standard crew of nine Flight Attendants, the main cabin is left with five Flight Attendants to complete main cabin service. The feedback we received was that servicing with an odd number of Flight Attendants resulted in lengthy service times, lopsided delivery, heavy Flight Attendant workload, and overly complicated cart set-up and breakdown. We have worked with management from servicing specific zones to serving from front-to-back in a train-style method. Train service was launched with the inaugural of SEA-ICN. We’ve since found areas for improvement, updates to the service flow are expected to be implemented on October 15. Please check the IFS website SEA-NRT/ICN Onboard Service for updates (HA login required).
• Main Cabin Mid-Flight Sandwich Service: The Committee was unsuccessful at eliminating this service entirely. We were able to find a compromise with management by removing beverage refills on both SEA-ICN and ICN-SEA to allow for mid-flight service on the SEA-ICN leg. The mid-flight cold sandwich service will only occur on daytime operated departures. Diurnal (red eye) departures will have cold sandwich offerings available in the aft galley upon request.
• Mid-Flight Sandwich Options: The Committee advocated for a one-option sandwich choice. Similar to our North America Medium Haul Service, vegetarian options are to be served upon request only.
• Meal Service: Meal carts include racks for entree loading and meals will no longer need to be loaded on to individual TSUs.
• Main Cabin 1st Meal Service: Starting October 15, TSUs will no longer be double stacked.
• Main Cabin 2nd Meal Service: We have received numerous reports regarding the ineffectiveness of the quarter-meal tray. The negative feedback included flimsy trays, difficulty to load and reach, did not link to each other, and would get stuck on the cart stabilizer. The Committee has suggested transitioning back to a “bagged” meal service or to source a more effective tray. Management is working with their supplier to source new trays with a delivery date of early 2026.

SEA-NRT

• Transition from the A330 to 787: Zone-style service will continue on the A330 until the route transitions to the 787 in January (subject to change).
• Main Cabin 1st Meal Service: Despite evaluating several other options, we were unable to eliminate the double-stacked TSU’s. Primarily due to space constraints.
• Mid-Flight Ice Cream Service: The ice cream service was moved to mid-flight on daytime operated departures to align with SEA-ICN service flow. In alignment with SEA-ICN, beverage refills were removed.
• Main Cabin 2nd Meal Service: Parallel to the SEA-ICN, management is working to source a new quarter-meal tray with a delivery date of early 2026. Meal carts include racks for entree loading to alleviate set up time. Meals will no longer need to be loaded on to individual TSU’s.
• Diurnal (red-eye) Service Flow (NRT-SEA only): With the elimination of the first beverage service, the first meal service is to commence after take-off followed by hand delivered ice cream.

Other Service Updates

Hawaiian Catering to migrate to the Alaska IFX System

• Catering Change Requests: On hold until February 1, 2026, unless service flow changes are deemed necessary or a safety concern is identified.
• December Domestic & South Pacific Menu Change: On hold. The current menu will run until January 31, 2026.
• New Cart Diagram & Carrier Tags: Will go live on November 5 for domestic flights and December 10 for international flights. Please follow the IFS website Catering and Service for details (HA login required).

Pre-Recorded Announcements (PRAM)

• 787 Pre-Recorded Announcements: in progress, target date early 2026
• Digital Agriculture Form Announcement: in progress

Extra Comfort to change to “Premium Class”

• Premium Class: Seats previously designated Extra Comfort will be sold as “Premium Class” starting on October 14. Please follow the IFS website for details.
• Headrest: All HA metal Extra Comfort headrests will be replaced with a Premium Class headrest.
• Retrofit Chart: The Committee has requested to have a retrofit chart posted on the Aircraft Initiatives page on the FS website once retrofit begins (HA login required).
• Premium Class: To launch on HA flights in April 2026. Information has been shared to the public on Alaska Air News Hub and on the IFS website (HA login required).

Beverage Updates

• Mai Tai Predeparture Box: Options are being explored to have pre-departure mai tais available in a larger format as opposed to individual mini bottles. 
• Juice Boxes: Will be returning in early 2026.

Turbulence Awareness

• Safety First: As we enter the winter season, please feel empowered to put your safety first. No onboard service should be held above Flight Attendant safety. Continue to Intelex service deviations and safety concerns.

Continued Discussion with Management

The Committee meets with management monthly to discuss ongoing concerns and new developments. We are actively engaging in conversations with management to address staffing issues, which have been identified as a primary concern by Flight Attendants. 

As we navigate through challenging transitions under new management, it becomes increasingly important to drive changes through reporting. Please continue to submit Intelex Reports regarding any service issues.  Issues with catering can be submitted by email to ha.catering@hawaiianair.com. 

The Committee is committed to advocating for Flight Attendants by driving positive change for inflight services. If you have any questions or concerns, please don’t hesitate to reach out to your LEC Officers and our Inflight Service Committee at inflightservice@afaalaska.org.