SERVICE AMBASSADORS
PSS TRAINING
MOCK FIRE DETECTION SYSTEM
APRIL 2022
The Next Stage
As the state’s Safe Travels program came to an end last month, President & CEO Peter Ingram thanked everyone for the hard work of seeing it through and said he was grateful to be “poised to move to the next stage.”
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HAT STAGE CONTINUES to take shape, and it’s promising. While there are outbreaks globally, it appears that the dominant variants in circulation (Omicron BA.1 and BA.2) are milder than those that came before, thanks in no small part to the immunity gained via vaccination and boosters. So, while cases are sure to rise again, it’s hoped that the public health system will be able to manage them like a seasonal virus. To ensure this outcome, the FDA granted approval for a second booster shot of the mRNA vaccines, Pfizer and Moderna, for those age 50 and older. In addition, a new Test-and-Treat Program was launched to curb COVID illness with prescribed treatments after a positive test–learn more at covid.gov.
Going greener Demand is back domestically, and while we await full international reopens, our eyes are fixed on scaling up while meeting our industry’s 2050 carbon-neutral goal. To that end, we have launched a partnership with Conservation International to allow teammates and guests the option to carbon offset their flights.
With this positive momentum, some of the protocols that were stood up to keep COVID-19 in check are winding down. Hawai‘i has shifted to reporting COVID community data weekly instead of daily; at HA, we have stopped reporting our cases internally. Mandatory masking ended in all of our workspaces as of April 18, following a federal judge's ruling that voided the CDC's order for public transportation hubs. Anyone who wants to wear a mask may do so. ■
Offsets neutralize greenhouse gas emissions, such as jet fuel burn, by reducing emissions from another source – in this case, replenishing carbon-storing forests. The world’s forests store more carbon than is in the entire atmosphere, yet deforestation is the second-leading cause of climate change, contributing 11 percent of global greenhouse gas emissions. Protecting forests and other natural ecosystems is one of the fastest and most effective ways to curb climate change.
“There’s good reason for optimism at this point, but we stand ready to restart COVID protocols in the event another surge threatens the public health system.”
It’s easy to offset a flight: Visit hawaiianairlines. conservation.org, plug in your legs of travel or total miles flown, and Conservation International calculates the carbon footprint based on our flight operations – specific to routes, aircraft type, load factors, assumed passenger weight and actual fuel burn. A flight from HNL to LAX can be offset for less than $5.
Peter Ingram, President & CEO
“Conservation International offers a simple and meaningful way for our guests to support climate action, and we are delighted to welcome them onboard as partners in minimizing our environmental impact,” said Alanna James, Managing Director, Sustainability Initiatives.
Connecting with Peter
Stay tuned to HApeople throughout April for more Earth Month impact. ■
Flight Attendant Ardith Matsuda interviews Peter on topics ranging from the future of the 717s to fuel prices to our purpose and values. Watch on HApeople. 2
Service Ambassadors Return After a long pause due to the COVID pandemic, our Service Ambassadors have resumed regular in-person meetings to ensure their service knowledge enhances our onboard experience.
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HE TEAM INCLUDES about 15 Flight Attendants spanning the seniority spectrum to ensure we’re capturing the service experience on long- and short-haul routes and the related range of services and aircraft. These Ambassadors have an open line to In-Flight’s Policies & Procedures team to address ongoing support needs. The Product Development team in Marketing comes in about three times a year for more structured work covering product and service design. Since 2016, our Service Ambassadors have helped develop Main Cabin service for our A321neo aircraft, food service options for various routes and new route launches, amenity bags, and a host of other features. “The A321 rollout was a big project, and their input was key to making that a success,” said Jesse Starmer, Product Manager, Service Strategy. “We had to reconfigure long-haul service for a narrower cabin with fewer FAs onboard.” Gary McKoy, Managing Director of In-Flight Services Planning, noted that the Pau Hana Cart was a good example of turning FA feedback into solutions. “With the A321, we had to design that service so one person could do it,” Gary said. “Because you must always have a flight attendant with the cart, they can’t
to solve safety issues and touchpoint reduction while maintaining a high level of service. “The ‘one drop’ food service came out of those discussions, for example,” Gary said. “If you load all items for service onto the tray, you reduce the volume of guest interactions during service without taking away ho‘okipa.”
run back to the galley for supplies. So how products were positioned in the cart to economize space was key. They had great ideas.” Pre-pandemic, the team offered input on a wide range of service ideas – among them, testing miso soup service for Japan flights, selecting Premium Cabin soft goods, and noting issues with the handheld payment device – as well as ways to streamline service while maintaining the highest quality. Formal meetings stopped during the pandemic, but feedback increased around how
FA Eddie Anderson is joining the team this year. “I believe our Hawaiian hospitality is what sets us apart from other airlines and I’m looking forward to coming up with more ways to separate us from our competition,” he said. “I hope to make a valuable contribution.” With the 787 induction on the horizon, it’s time to ensure the team is collaborating regularly again. “That’s going to be a big project for us: designing the products and service for a new flagship,” Jesse said. “We had a great experience with the Service Ambassadors on the A321 and we’re looking forward to working with them again.” ■
Putting Your Feedback to Use
Pulse Survey Coming Soon
Our Nā Leo Survey showed we need to improve communication around company decisions. Visit the Nā Leo page on HApeople to learn how departments are taking steps to improve their focus area.
We’re eager to learn what methods of communicating you prefer, what you like to consume at home, and ways we can improve delivery of communications. Stay tuned to HApeople.
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Why I Volunteer To celebrate National Volunteer Week (April 17-23), we’re spotlighting why people dedicate time and effort to a variety of worthy causes, from the perfect source: our most active Team Kōkua participants.
“The gratitude I receive for volunteering is 100 times more than what I’m giving. Since the pandemic, I really felt a need to be part of a group helping and serving the community. Being a part of HA ‘ohana and representing Hawaiian Airlines brought me that gratification.” Gail Hayashi, Manager, Cargo Sales, 7 years at HA (Favorite
activity: all) “I have seen the good, the bad, and the ugly times for our company. But through it all, the community stood by us. Volunteering for me is giving back to the communities that kept us flying. I am blessed to have a job and do what I love to do.”
“Becoming a resident of Hawai‘i, I felt it was important to immerse myself in all things Hawaiian: the food, culture, and language. To embrace all parts of life living on the Islands and gaining a more meaningful, respectful connection with the people and culture here.”
Cilicia Laboy, Specialist, Cabin Safety, 17 years at HA
(Favorite activity: Any opportunity to volunteer is my favorite!)
Fermin Navarrette, Manager, Cargo Regulatory Compliance,
“Give back to the community and hopefully inspire the younger generation.”
10 months at HA (Favorite activity: Workday at Kualoa)
Elouisa Oki, Manager, Engineering – Aircraft Structures,
“I volunteer because I truly enjoy helping others. I strive to be supportive of my community. I love seeing the joy and appreciation it brings people. Volunteering continuously teaches me something new about people, cooperation and being compassionate to all we meet. I am reminded that we are all in this together, everyone has something going on in their lives and we need to remember to support each other. I enjoy meeting new people and it’s just fun!”
12 years at HA (Favorite activity: Cleaning the fishpond, Children’s Discovery Center) “I volunteer to give back to our community who have supported Hawaiian Airlines all these years. It’s also a good way to meet people from other departments within the company and to bond with people from our own group.”
Karlee Waiau, Customer Service Chief Agent, 14 years at
Jamie Matsuda, Pricing Implementation Analyst, 22 years at
HA (Favorite activity: The Food Basket... Hawai’i Island’s Food Bank)
HA (Favorite activity: all) 4
“I feel that now more than ever, it’s important to come together as a community in times of need. Volunteering has always been important to me and has been a part of my life growing up. Also, so my children understand the importance of being a contributing, service-minded member of the community.”
“Number one is the sense of helping the community. You can feel the gratitude of the people sponsoring the event and the aloha from the people we help. Number two is the pride when people say ‘Wow, you guys from Hawaiian Airlines!’ When you look left or right when volunteering, the people working next to you come from all kine backgrounds, but we all come together for one mission and that’s to represent Hawaiian and support the community we live in.”
Karrie Tasaki, Manager, Pricing Implementation, 13 years at
HA (Favorite activity: all)
Paul Confer, Ramp Agent, 12 years at HA (Favorite activity:
“I think it’s important to be involved in the community and help others. I enjoy learning about different causes and issues that are happening here and being part of a solution. It is also a great way to meet others I might not otherwise.”
Food drives) “I keep the sentiment ’If not me, who? If not now, when?’ as my motivation to volunteer. Right now, we live in such a time where there is great need in many areas of our community. When I have the opportunity (and I do, thanks to our Community and Cultural Relations Team) to help meet that need, how can I not?”
Lee Yabusaki, Senior Executive Assistant, Marketing, almost
4 years at HA (Favorite activity: Anything as long as it doesn’t involve weeds, LOL)
Thaila Lagunero, Specialist, Direct & Email Marketing, 1 year
at HA (Favorite activity: Helping our wahi (place). Cleaning up/picking up rubbish, ‘yard work,’ fixing facilities, etc.) ■ 5
Mock Fire Detection System Sample cut view pressure responder type gas/hydrogen hybrid core tube
Engine fire det LPA.8 bracket
Engine fire det LPA AGB
Engine fire det LPA core vent
APU fire sys LPA.8 connectors
Fault simulation switches for all single LP - normal/open/ short with high resistance circuit & intermittent fault switch for trainee T/S.
Eng 1 fire det sys LPA B circuit breaker
Sample of different type dectector of A321 Pneumatic overheat det sys. Kidde Fenwal type ceramic sleeve inside can be removed/installed with special tool.
Fire Det. Unit, Eng. 1, LPA/LPB
Aircraft ground point for T/S trainee T/S Tool/Jump wires Terminal block in pylon can be train extract/install wire
Engine discon electric connectors
High temp hardwire conn point LPA AGB
Hawaiian Airlines operates on a foundation of safety, and this is especially true when it comes to the Technical Operations group, which is responsible for maintaining the reliability of our fleet. A321neo engine issues have presented some performance challenges over the years, but training to repair the Engine Fire Detection System required a unique solution.
Engine fire det LPB core vent
MOD Kits and developing sizing specs. Once completed, he enlisted the help of HA Aircraft Mechanics Mark Deiner and Darling Orencillo to build the fire detection system mock-up, and Sheetmetal Shop Lead Mechanic Robert Hechtman to cut and weld the device’s frame. Although it isn’t an exact replica, the positioning of the wiring loops replicates where they are installed on an engine and helps a technician learn the ins and outs of the system’s circuitry and wiring. Nishi-san then created a manual – highly detailed and meticulously organized – to help train anyone who needed to learn. Although this manual cannot be used to conduct work on our aircraft (only OEM references can be used as official repair guidance), it’s a great training tool for general tech knowledge and familiarization.
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N ADDITION to the unforgiving environments these detection systems are exposed to on an aircraft–heat cycles, engine vibration, and fluids–they are installed on engines and pylons, which means identifying the source of any malfunctions can be time-consuming for our maintenance technicians.
As of February, Nishi-san trained four Powerplant Engineers and an LGB Supervisor, with additional sessions scheduled for an A321 Project Manager, Avionics Shop Manager, Avionics Shop Mechanics, and North America AMTs.
The solution: North America Region 2 Maintenance Manager Danny Camacaro put in a request to Engineering Liaison Tetsuya Nishi for a miniature mockup of an 321 engine. Both Danny and Tetsuya (aka Nishi-san) understood our technicians needed a hands-on tool, with a set of detailed instructions for troubleshooting the components of the Engine Fire Detection System. Trying to do this on a computer screen would not provide anywhere near the same level of engagement for such complex learning.
“Understanding the basic principles and theory of how Fire Loops and Detection Systems work is essential to fulfilling our mission,” Nishi-san said. “Even though this project took about a year to complete, the benefits will last for many years to come.” ■
With his degrees in Avionics Engineering and Information Management, three specialized engineering licenses, and more than 30 years of aviation industry experience, Nishi-san was more than qualified to build the solution. Nishi-san spent months sourcing unused parts from previous
Engine fire det LPB AGB
Tetsuya Nishi spent months collaborating with teammates to build a mock fire detection system for the A321neo engine, and then wrote a manual to walk trainees through various repairs. 6
PSS Training: A Personal Perspective
Amadeus’ Altea passenger service system (PSS) which we are launching next year will allow us to evolve our business and the way we serve our guests. Training all our teammates is a momentous and complex undertaking that requires detailed planning and close collaboration across a wide spectrum of departments. IT Business Consultant Tricia Escucha took time from her training schedule to share her personal perspective. You “hit the books” to learn Altea before the ink on the contract had a chance to dry. How has the training been going? The Amadeus training we have received so far has been good and very detailed. In a way, it is like speaking a new language, and then learning to read and write in that new language as well. It is a lot of information to consume at once but, with time and practice, it will start to make sense and will become second nature. We have been fortunate to have some great trainers who are extremely knowledgeable. Although not everyone has been able to attend training yet, our PSS leaders are working on an overall training program that will benefit all end users. What have you learned so far? Just how much I do not know. The list of courses I have attended so far includes Amadeus Office Management (AOM), Amadeus Security Management (ASM), Altea Reservation Desktop Web (ARD Web, similar to our Sabre Interact for Reservations), Altea Customer Management (CM, similar to our Sabre Interact for Airports), Altea Customer Management Plan Templates & Altea Departure Control-Customer Management Business Rules (ABR), which is how we set up our business rules in the new PSS. How does Amadeus improve upon the Sabre platform that we are replacing ... a product that has defined your airline career until now? Being in this industry for over 36 years – and more than 20 of them on Sabre – it will be a mind-shift for me to learn Amadeus. However, I am excited by the challenge of learning a new system. Most passenger service systems follow the same logic and algorithms:
“We are fortunate to have some great trainers that are extremely knowledgeable.” Tricia Escucha, IT Business Consultant it’s about learning the new commands/ GUIs (Graphical User Interfaces) and applications. Personally, this will be my sixth PSS to learn. I was much younger when I learned the first five, so this one may take me just a little bit longer. But I am excited to learn a new system and I’m eager to pass along what I’ve learned. The Amadeus PSS brings several new and innovative technologies and capabilities that will benefit our company. One example is the Amadeus Ticket Changer (ATC), which fully automates refunds, reissues, waivers, and add-collects. The new PSS brings automated capabilities that will enhance the work environment for our teammates during day-to-day operations. 7
What advice do you have for teammates who will need to learn new ways of doing their job? My advice for embracing change has always been to keep an open mind, a determined heart, and a sense of humor. We have some amazing teammates here at HA, especially our customer-facing team members who have mastered our current Sabre Passenger Service System. They not only know it inside and out but have also mastered all the changes to our systems over the years. With a little time and patience, I have no doubt that they will also soon be excelling in the Amadeus Passenger Service System as well. ■
Ke Kumu: Farmer Song
‘O ‘Apelila ka Mahina Honua, he wā i ho‘oka‘awale ‘ia e ho‘omana‘o ai kākou i ka nani o ko kākou ‘āina. I loko o ia mahina e ‘ike ‘ia ai nā ‘ano papahana like ‘ole, i loko a i waho ho‘i o ko kākou Hui Mokulele ‘o Hawaiian. He mau ho‘olaha mai koe no laila e maka‘ala aku nō! I mea e ho‘ohanohano ai i kēia mahina, eia kekahi mele no loko mai o ka nūpepa kahiko ‘o ia ho‘i ‘o Ka Hae Hawaii ma ka lā 13 o Iune makahiki 1860 e ho‘ohanohano ana i nā mahi‘ai. E haku ‘ia mai paha ke ea o ia mele, a hīmeni aku no nā kahu mālama ‘āina o ke ao nei! ■
April is Earth Month – time set aside to recognize the fragile and finite resources that define the beauty of our planet. In addition to the projects we have planned to help commemorate this month, we share a song from the June 13, 1860, edition of the Hawaiian Language newspaper Ka Hae Hawai‘i to celebrate farmers. Though the translation isn’t written to follow any sort of rhythm, you might enjoy setting the Hawaiian words to music and celebrating those who work hard to keep our planet green! ■
He Mele Mahi‘ai
A Song for Farmers
1. Ua nani nō ka mahi‘ai Ka mahi, mahi‘ai Ka mea ia e ola ai O kanaka Hawai‘i. E hāpai i ka po‘e mahi‘ai, Ua hanohano maoli nō, Ka po‘e mahi‘ai.
1. The farmer is glorious The farm, the farmer They are the life Of the Hawaiian people Raise up the farmers They are grand indeed The farmers
2. E holo nō ka ‘ō‘ōpalau Ka halo me ka ‘ō‘ō Ke ka‘a, ka bipi mea kauō, Ke kope me ka hō, E hāpai i ka po‘e mahi‘ai, Ua hanohano maoli nō Ka po‘e mahi‘ai.
2. The plow glides The harrow and the digging stick The cart, and the bull that pulls it The rake and the hoe Raise up the farmers They are grand indeed The farmers
3. E waele nō mai ‘ō a ‘ō, E kanu nui nō, I ‘ano‘ano ipu pū, I huli, lau, a kō, E ho‘onani ka po‘e mahi‘ai Ua hanohano maoli nō Ka po‘e mahi‘ai
3. Weed from here to there And plant plentifully A gourd seed A stem, a leaf, and a call to the animals Celebrate the farmers They are grand indeed The farmers
4. ‘Auhea ka mea e nani ai, Ka ‘āina o kākou, ‘O ia nō ka mahi‘ai, A ‘o ia wale nō, E hurō i ka po‘e mahi‘ai, Ua hanohano maoli nō, Ka po‘e mahi‘ai
4. Heed the ones who bring beauty To our lands That’s the farmer And only they Cheer for the farmers They are grand indeed The farmers
Hō‘ike is published monthly by the Internal Communications team.
Between issues, get the latest information at HApeople.com
Please direct any comments or suggestions to HA.Corporate Communications@HawaiianAir.com. 8