Case Study: Hawaiian Airlines achieves full-journey, AI-powered customer insights and operational improvements with InMoment

Hawaiian Airlines Achieves First-Class Excellence Through Experience Improvement

Hawaiian Airlines, the state’s largest carrier and a leader in on-time performance, needed faster access to broad customer and contextual data to better connect experience drivers and inform business decisions across diverse languages and cultures.

Partnering with InMoment, Hawaiian launched an omnichannel listening program in five languages across reservations, airport, inflight, post-trip and more, using AI-powered analysis of structured and open responses. The program delivered a complete journey view, revealed how factors like seat, aircraft, delays and crew affect experience, enabled operational and marketing improvements, helped prioritize action, and earned industry recognition—now advancing into targeted text and emotion analytics.

Hawaiian Airlines