Case Study: Hawaiian Airlines achieves faster response times and 27% audience growth with Khoros

How Hawaiian Airlines is Both Human and Helpful on Social

Hawaiian Airlines needed to deliver a consistent, high‑touch "Aloha" experience across emotionally charged travel moments while managing global social channels in multiple languages. To improve visibility, consistency, and responsiveness across teams, Hawaiian Airlines turned to Khoros, using Khoros dashboards and Khoros Care analytics to replace spreadsheet workflows and centralize social operations.

Khoros implemented custom dashboards, conversation history, monitoring (including competitor and hashtag tracking), and analytics so headquarters and international partners could coordinate brand voice and resolve customer issues more efficiently. As a result of Khoros’ solution, Hawaiian Airlines achieved +27% audience growth, a 60% decrease in initial response time, and has responded to 45% of requests since onboarding Khoros.

Hawaiian Airlines

Asiana Ponciano

Consumer Affairs Manager