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Call Center of Mokulele Airlines Shifts to Maui for Better Service

January 30, 2013

Providing quick, accurate and reliable support to customers is essential for any business to flourish in today’s consumer-centric world. And when it comes to information critical services, such as travel agencies and airlines, this factor becomes even more important.

The entire call center operations of Mokulele Airlines, a low fare interisland air carrier from Hawaii, has recently been shifted from the mainland to Maui. The company made this decision with an aim to offer better and more localized customer service to its passengers, as now the local residents of Hawaii will be replying to their queries.

Active since 1994, Mokulele Airlines was acquired by TransPac Aviation, Inc. in the year 2011, which intended to further develop it as an economical, yet superior air transport service. Based at Kailua-Kona, the airlines deploys a fleet of nine-passenger turbine-powered Cessna Grand Caravans to connect people from Oahu, Molokai, Lanai, Maui and the Big Island through around 70 flights every day. In recent past, it had also introduced a new route connecting Kahului to Hana.

According to Ron Hansen, chief executive officer at Mokulele Airlines, it will prove to be highly advantageous to have the call center staffed by agents who are familiar with each of the island destinations Mokulele flies to, when its customers have queries to be attended to. “We’re getting great feedback from our corporate customers who travel regularly on Mokulele,” commented Hansen, adding that Hawaii residents moving across the islands account for around 80 percent of the airline’s business. “We’re committed to taking care of our customers and making sure that their questions are answered quickly and correctly. Our new Maui call center makes it possible for us to meet that goal.”

In June 2012, Mokulele Airlines received Federal Aviation Administration, or ‘FAA’, approval for the use of iPads or ‘Electronic Flight Bags’ replacing paper on the flight deck. The use of iPads replaces logbooks, manuals, charts and also displays satellite weather. The 1.5 pound iPad replaces about 15 pounds of paper on each of Mokulele’s Caravans saving an estimated 1,400 gallons of fuel per year. The FAA granted Mokulele approval to be the first Hawaii based airline for use of iPads in all phases of flight. By using electronic charts and manuals, the safety and efficiency on the flight deck is significantly enhanced.

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Edited by Brooke Neuman

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