When a first-time visitor lands at the Honolulu
International Airport, it might be a little disconcerting to deplane into terminals sporting early 1980s decor, hop onto a noisy Wiki-Wiki shuttle to the rickety baggage claim area or use a dilapidated restroom.
Welcome to the Aloha State. Perhaps it would be wise to post a sign that sheepishly states, “Don’t let our airport discourage you.”
So it comes as no surprise that the J.D. Power 2015 North America Airport Satisfaction Study released last week ranked Honolulu Airport and Kahului Airport near the bottom for traveler satisfaction for their respective categories. Honolulu is 23rd out of 31 in the large-airports category while Kahului ranks 31st out of 33 medium-sized airports.
For a state that is forecast to welcome more than 8 million visitors in 2016, the low ranking is appalling and should serve as a wake-up call for airport officials who tout their impressive plans to upgrade facilities, but have been slow to implement them.
The state’s airports are slated to be renovated under a $2.7 billion Modernization Program, which has been moseying along and is already three years behind schedule. Plans call for $1.5 billion in renovations at Honolulu Airport while $425 million will be spent to upgrade Kahului’s airport. Under the project, travelers could expect to see new terminals, upscale retail and dining areas, and efficient car rental facilities. The state expects to finish the project in 2020.
The work so far has come in fits and starts, in part due to changing administrations as well as changing needs. Earlier this month, the state scrapped plans for a 35,000-square-foot commuter terminal, which was to be built next to Gate 6 of the Diamond Head Concourse and would have served as a new home for the smaller interisland carriers. However, two of the four carriers in the original lineup to operate there — go! and Pacific Wings — have since left Hawaii.
Keeping the projects on schedule has been a challenge even though federal funding is readily available. At last check, the state had $66.9 million in unexpended federal airport improvement funds.
State Transportation Director Ford Fuchigami has said that grants are issued based on bids, and that within the state procurement system it takes between 116 and 130 days between bid opening and receipt of a Notice to Proceed — the result is a seven-month delay before federal funds can be drawn down. Gov. David Ige told the Star-Advertiser’s editorial board that the state is reengineering processes to expend its federal dollars more quickly, which ultimately will help to keep renovations moving at a steady pace.
Ige must ensure that the airport improvements are not just completed, but done in a timely manner. The dismal rankings of the two airports should invoke a sense of urgency. With the state closing in on its fourth consecutive year of record visitor arrivals, it’s imperative that officials are steadfast in finishing airport projects to maintain that upward trend and provide a quality experience, coming and going.
Positive first impressions are key, and “right now we’re not getting that,” said former Honolulu Mayor Mufi Hannemann, now president and CEO of the Hawaii Lodging &Tourism Association, who noted the substandard restrooms, archaic system for renting cars and lack of free Wi-Fi.
Providing a better first — and repeat — impression for visitors and an improved experience for traveling kamaaina will require a clear strategy in expending federal dollars and moving forward longstanding airport renovation plans. After all, tourists — who play such a critical role in the state’s economy — deserve better than a Third World welcome.
