TheBuzz Erika Engle

Honolulu airport is an Orbitz fave and rises in customer satisfaction

Online travel company Orbitz.com Monday issued a list of airports it expects will be the busiest this Memorial Day weekend, based on bookings. Honolulu International was not on it, but HNL, as it is designated, was picked as one of Orbitz staff members' favorite domestic airports.

The touchy-feely fawning cited light traffic flow, open-air check-in area and beautiful weather, making heading to the airport "a delight." It also praised the outdoor garden and free hula shows.

It also said passengers are typically greeted with "traditional Hawaiian leis and a warm 'Aloha,'" which for most arrivals is a paid service.

Nevertheless, state Department of Transportation public information officer Scott Ishikawa was glad Orbitz mentioned the garden, where local folks long ago lingered with off-island-bound loved ones, before 9/11. "You can't do that anymore, but it's a beautiful place," he said.

IN A MORE statistically rigorous vein was yesterday's J.D. Power and Associates' 2007 North America Airport Satisfaction Study, which found Honolulu International is on the rise.

HNL is No. 15 among medium-sized airports, up from No. 23 last year. In 2004, a survey that was left to stand through 2005, it had been No. 8.

Methodology changed between years, said Jim Gaz, senior director of travel and entertainment at J.D. Power. In 2004 passengers were asked about travel experiences within six months, but the time frame was reduced to one month in 2006.

The 2007 study was based on surveys of 10,200 travelers, traversing airports between May 2006 and April of this year.

Travelers at all airports were less satisfied with baggage claim, following new regulations limiting liquids in carry-ons. Checked baggage increased in volume nationwide, to 77 percent of respondents, up from 67 percent in 2006. That increased time spent waiting, increasing airports' chances of losing satisfaction points.

Eight factors are included in the 28-question survey. In order of importance they are, airport accessibility, baggage claim, check-in and baggage check, terminal facilities, security check, food and beverage, retail services and immigration and/or customs control.

HNL improved in six aspects, going up "very nicely" in airport accessibility, or the ease of getting onto and navigating the property, he said. It stayed the same in security checks but declined in retail service as did many airports, due to drops in satisfaction with cost and variety of products.

Ishikawa was pleased with the progress, noting continuing efforts to improve airport experiences.

"We're in the process of streamlining our baggage check-in," and reducing the number of lines people have to stand in, he said. TSA screening machines will be moved behind check-in counters, which will also relieve lobby congestion.