Hawaiian Airlines to Offer Travelers Two-Way Text Messaging for Customer Service

Hawaiian Airlines lounge in Maui.

Hawaiian Airlines announced it will introduce a new communications channel for customer service, two-way texting.

Texting in the airline industry has generally been one way and used for links to a boarding pass, flight updates, gate information and changes, and other alerts. With the new Hawaiian system, which is powered by LivePerson’s LiveEngage platform, customers will be able to text the airline from their phones in the same manner in which they text friends and family.

The airline plans to introduce other means of communication for customers to use as well.

“We’re looking to add other touchpoints, such as a messaging option embedded within our app, to make it really simple and stress-free to contact us, anytime, anywhere,” said Tracy Behler, who manages online experience at the airline.

(Photo: Accura Media Group)