HONOLULU, April 28, 2020 /PRNewswire/ — Hawaiian Holdings, Inc. (NASDAQ: HA), parent company of Hawaiian Airlines, Inc. ("Hawaiian"), plans to report its first quarter 2020 financial results after the market closes on Tuesday, May 5, 2020. An investor conference call is scheduled for 4:30 p.m. Eastern Time that day.
The call will be open to all interested investors through a live audio webcast accessible in the Investor Relations section of Hawaiian's website at HawaiianAirlines.com. For those who are not able to listen to the live webcast, the call will be archived for 90 days on Hawaiian's website.
About Hawaiian Airlines
Hawaiian Airlines, Inc. is a subsidiary of Hawaiian Holdings, Inc. (NASDAQ: HA). Additional information is available at HawaiianAirlines.com. Follow Hawaiian's Twitter updates (@HawaiianAir), become a fan on Facebook (Hawaiian Airlines), and follow us on Instagram (hawaiianairlines). For career postings and updates, follow Hawaiian's LinkedIn page.
For media inquiries, please visit Hawaiian Airlines' online newsroom.
This is a difficult time for many, and food security is a challenge across our communities. Last week, the United Nations projected that because of COVID-19, the number of people facing severe food insecurity worldwide could double to 265 million. And here in the United States, unprecedented levels of job displacement and supply chain disruption have created a crisis for countless families, many seeking help for the first time in their lives.
Supporting the growing demands on our local food banks is a critical need and isn’t new for Alaska Airlines and Horizon Air. Every year, our employees rally together in a “Pack the Plane” food drive and collected enough donations to fill an equivalent of over 20 cargo aircraft (providing almost a half-million meals) last year. During our inaugural “Week of LIFT” of volunteering in our communities last October, our employees worked at several West Coast food banks to pack meals and sort goods to help feed those in need.
Alaska Airlines kitchen partners donated 273,000 meals to community food banks in 16 states, including our hometown partners Northwest Harvest and Food Lifeline.
So, when we found ourselves with fresh food on hand following the suspension of our inflight service last month, we worked with our kitchen partners to donate 273,000 meals to community food banks in 16 states, like our hometown partners Northwest Harvest and Food Lifeline.
That sparked an idea about how to further support families have the food they need to thrive. Last week, the Alaska Airlines Foundation, an independent 501(c)(3) non-profit, pledged $200,000 to provide 896,000 meals to 14 local food banks across Alaska, Washington, Oregon, California and Hawaii. Together, we’ve donated over 1 million meals, but hope to double our impact by inviting our employees and guests to join us, if they can.
“This crisis has changed so much in our country – but the values of our employees have not. They and our partners, including our Chief Football Officer Russell Wilson and Ciara, Starbucks, and many others inspire us to do more,” said Diana Birkett Rakow, Alaska Airlines Vice President of External Relations. “Between now and the end of May, we’re encouraging our guests, partners and employees to join us in the #MillionMealsChallenge to help fuel another 1 million meals for local food banks feeding our communities.”
The Alaska Airlines Foundation was founded in 1998 as a way to support the communities we serve through ups and downs – including during lean times like these. “We’re thankful to have foundation funds to be able to directly support people who need it most,” said Birkett Rakow, who also serves as chair of the Alaska Airlines Foundation board of directors.
Join the #MillionMealsChallenge
Give to your local food bank or one of our nation’s hunger relief partners. Here are some of ours:
It’s National Parks Week! Even when you’re parked at home, you can still get your dose of wide open spaces. Adventure through the Olympic trails, go on an underwater exploration of the Dry Tortugas or take in the view at Yellowstone’s hot springs.
Don’t trail behind––check out our virtual guide to the national parks below!
Whether in good times or bad, our Hawaiian Airlines ‘ohana has always stepped forward to help its fellow teammates and neighbors in need. Amid uncertain times brought on by the pandemic, our employees have put themselves on the frontlines of efforts to kōkua (help) the local communities that have supported us for the past nine decades.
For several weeks, volunteers have proudly donned their purple Team Kōkua shirts while building a rich portfolio of philanthropic efforts during these difficult times. Their efforts include sorting food at the Hawaii Foodbank, helping Lanakila Meals on Wheels provide food for our kūpuna (senior citizens), shipping food to our state’s rural and at-risk communities, and more.
Our ‘ohana’s inspiring acts of aloha have been executed at every level of giving, from wide-scale company efforts to individual employees pushing to make a difference. These are the stories that make us proud to be Hawai‘i’s airline, proving that no effort to mālama (care) and lōkahi (collaborate) is too big or too small.
Sewing Face Masks for Her Community
As health experts began recommending that anyone going into public spaces cover their faces, the demand for face coverings soared. With masks flying off store shelves, Caprice Vida, senior project manager at Hawaiian Airlines, and her family put their sewing talents to work to join a growing cadre of citizens making their own face coverings for their families, friends, and others.
Vida and her mother sewing masks in the kitchen of her home.
“In our little operation, I go out and buy the fabric while my mom does the sewing,” explains Vida. “After the day’s work is complete, my daughter and I go out and make deliveries. In addition to my regular Hawaiian Airlines work, it makes for a long day, but it’s worth it.”
The Vida ‘ohana makes 10 to 20 non-medical face coverings per day with each mask taking 30 to 60 minutes to complete. She has donated her masks to the Blood Bank of Hawai‘i for their volunteers, distributed batches to her colleagues and offered to make more for others at no cost.
A selection of the masks Vida and her family have made for her community.
“We are doing this because we know that there’s a need and we have the capability to meet that need. I am so passionate about helping our community and this is our small way to contribute to everyone’s safety as we try to get through this pandemic,” she said.
PPG Station Gathers Food for Teammates in Need
In the Samoan language, mālama translates to fetausia`i – and our team in America Samoa had plenty to spare. With our flights between Pago Pago (PPG) and Honolulu suspended until at least the end of May, some of our employees were impacted by the grounded operations.
Our PPG management team recognized the need for food and basic supplies within their own ‘ohana and organized a food drive to help relieve their hardship. More than 23 employees donated food over the three-and-a-half-hour drive. As a result, 13 boxes full of chicken, rice, milk, water, and other essential items were collected and distributed to any colleague who needed the help.
The team at our station in Pago Pago, American Samoa, at the conclusion of a successful food drive.
“In the Samoan culture, we have a saying that when the big toe is injured, the rest of the body feels it and that’s exactly how I felt when I thought of this idea,” recalled Mariana Faiai, guest service chief agent at PPG and organizer of the station food drive. “I felt the struggles that people are feeling, not only the Hawaiian Airlines ‘ohana but also everyone affected by the coronavirus pandemic.”
Each person who attended the food drive received a food kit, ranging from fresh eggs to canned goods.
Even though the food drive is over, Faiai continues to receive donation offers, including one employee family’s pledge to give several boxes of frozen meat, and she is considering hosting a second event.
“For so many years, team PPG members have given their best effort for me and the company, and during these tough times, we are very honored to return the favor,” reflected Tuli Fruean, manager of our PPG station. “I am so very proud of all the people who stepped forward to assist our ‘ohana in need.”
The Cargo Flight That Took an Entire Company (And More)
When Every1ne Hawai‘i wanted to bring a large supply of face masks to Hawai'i residents, they turned to our airline for assistance in transporting the shipment to Honolulu (HNL) from Shenzhen, China. Working with local organizations and vendors, the grassroots group acquired the protective gear directly from factories in China for distribution via a fleet of “mask mobiles” and a “mask marketplace” at City Mill locations. As the hometown carrier, we welcomed the humanitarian mission with open wings.
However, organizing an international charter flight can be complicated even when the industry is at its healthiest, and this mission required a company-wide effort and several weeks of planning to ensure the necessary approvals, people and equipment were in place to safely transport 1.6 million masks.
An image of the shipment of masks being loaded into our aircraft in Shenzhen, China.
Our cargo teams developed a plan that followed the government regulations and restrictions of all countries involved and fulfilled unique requirements with freight forwarders and cargo consolidators in China. In Honolulu, our operations teams were busy finalizing flight plans, obtaining maintenance support and equipment, arranging crew rest and layovers and catering the aircraft. Our maintenance team removed the lower deck crew rest module, located underneath the passenger cabin, of an Airbus A330 to maximize cargo space to accommodate over 800 boxes.
Our crews unloading 1.6 million face masks from the belly of the retrofitted Airbus A330 that landed in Honolulu on the afternoon of Tuesday, April 21.
“It takes many hands to do great work and there were many that made this effort possible,” said Managing Director of Cargo Brad Matheny. “We are proud to be Hawai‘i’s airline and appreciate the opportunity to help our community, especially in times of great need.”
The crew onboard the humanitarian cargo flight bound for Shenzhen, China. From L to R || (Back row): A330 First Officer Theodore Scott Hebert, Aircraft Mechanic Hirotake Masuko, A330 Captain Donald Del Carmen, Assistant Manager of Weight and Balance Sean Sanfilippo, Aircraft Mechanic Sheldon Burgher || (Front row) A330 First Officer Aron Penzes, and Senior Manager of Contract Services Lianne Villaro || (Not pictured) A330 Captain Neil Yonamine
On Saturday, April 18, four pilots, two mechanics and two airport operations employees boarded our aircraft and departed HNL for Incheon (ICN), South Korea, where the crew rested before continuing to Shenzhen (SZX), China. The aircraft made its celebrated return to HNL on Tuesday, April 21 at about 4:30 p.m. HST.
Upon landing at HNL on Tuesday afternoon, the plane was welcomed with a celebratory water cannon salute, or water lei, as it taxied to its gate.
“There was an incredible effort made from our entire company to get the logistics, planning and approvals done for this flight. It was a lot of work but we’re glad to have accomplished it and have the shipment here in Hawai‘i now,” said Peter Ingram, president and CEO of Hawaiian Airlines. “I couldn’t be prouder of the team at Hawaiian Airlines for all of the amazing things they accomplished to make this happen for the community.”
Every1ne Hawai‘i representatives and Hawaiian Airlines President and CEO Peter Ingram joined our crewmembers at our cargo facility to celebrate the arrival of 1.6 million face masks, which will be loaded into the organization's "mask mobiles" for complimentary distribution.
“Hawaiian really stepped up and rose to the occasion to make a lot of things happen…and I don’t even think we fully understand how difficult it was for them to get that shipment here,” said Robert Kurisu, co-founder of Every1ne Hawai‘i. “With this supply, we can basically supply all of our nonprofits partners serving vulnerable communities – not only on O‘ahu but throughout the whole state.”
Face masks will be loaded on a fleet of Every1ne Hawai‘i “mask mobiles.” Over the next several weeks, the organization will work with community nonprofits statewide and the City and County of Honolulu to coordinate the distribution of masks to protect Hawai‘i’s most vulnerable community members from COVID-19.
Celebrate Earth Day by getting outside with our virtual backgrounds
The world around us has changed dramatically, and many lives upended. People have lost loved ones or livelihoods, kids are trying to learn remotely, businesses have had to close or reset their business model. Together, we feel that loss and are deeply grateful for essential workers: our employees, first responders, health care workers, retail personnel, caregivers and childcare providers working through this time.
And yet, there are some things that do not change – spring is coming, the need for human connection and basic life supports, learning, the beauty and draw of the outdoors.
“Sustainable (adj.): 1. capable of being sustained [maintained at length without interruption or weakening]; 2. of, relating to, or being a method of harvesting or using a resource so that the resource is not depleted or permanently damaged.”
I’ve been thinking a lot about this definition lately. It’s Earth Month, and as we honor the planet – its priceless natural resources, people and communities, and the critical work required to preserve it – our focus is also on ensuring that we and others can be sustained for a long time to come.
I am impressed by our tremendous employees who have faced many challenges together throughout our history – from the aftermath of 9/11 to the financial crisis – and with each one, have emerged stronger. Now, facing one of our greatest challenges, we’re inspired to see the values of our employees shine, alongside those of friends and neighbors stepping up to support one another. At Alaska Airlines, our values grew from our roots 88 years ago in Alaska: caring, connecting people, supporting communities and stewarding resources responsibly.
This Earth Month we’re focused on safety, on jobs, and on sustaining the places our employees and guests call home. Making flying matter, even when we’re flying less:
Safety of our employees and guests is our first priority, and in the face of COVID-19 that means enhanced aircraft cleaning procedures and other measures such as blocking middle seats to allow more social distancing, limiting interaction between flight crews and guests, and removing seatback contents (except the safety card) to limit the spread of germs.
Flying health care providers for free when they’re #GoingtheExtraMile to work where they’re most needed, in partnership with Angel Flight West. And we’re donating a free roundtrip ticket to each of those health care passengers for a little R&R when it’s time.
Donating resources like unused fresh and packaged food to local food banks, and retired entertainment tablets to people in recovery centers, addresses immediate needs.
Today, we know that there’s limited time to make significant change. COVID-19 has brought to life the profound impact of global change, and the fact that we’re all connected. At Alaska, even as we focus today on response to and recovery from COVID-19, we also continue work to address our impacts in carbon, waste, water, and specific efforts like sustainable fuels. It has been painful to make changes like pausing our inflight recycling program to reduce the chance of spreading germs – but we, like you, are adapting.
Horizon Flight Attendant sorting recycling during service – photo taken in 2018 by Ingrid Barrentine.
On this 50th anniversary of Earth Day, we’re grateful for our flight attendants who started the nation’s first inflight recycling program, years ago. We’ll get back to it. In the meantime, please don’t forget to #FillBeforeYouFly – or anytime.
What keeps us going today is caring for each other, for our guests and our communities—we want to be here, to continue these relationships, to connect, long into the future.
“Flying matters, and it will play an essential role in enabling us to reconnect when this crisis is over. For now, we will continue to help our communities turn the corner together.”
Last night, my family and our neighbors had a “driveway block party.” We played Pictionary between easels 20 feet apart, strummed guitars, and my kids rode their bikes around the block.
Driveway Block Party, April 2020
The evening made me realize two things: first, how much I needed connection with friends and family. And second, on a sunny spring Seattle evening, surrounded by cherry blossoms and tulips, how much I needed to be outdoors.
We will keep working for both, and for you. Thank you for being a part of Alaska Airlines, and for inspiring us to sustain on all fronts.
How health care workers can fly for free on Alaska Airlines
We’re beyond grateful for medical workers everywhere who are going the extra mile to keep people safe and healthy. In appreciation of their heroic efforts, we’re giving each medical worker flying on us to provide coronavirus support a roundtrip ticket for some much-needed R&R in the future.
Recently, Alaska Airlines launched a program to fly medical workers for free to places where they are needed most to respond to the COVID-19 crisis.
#GoingTheExtraMile is our way of recognizing individuals who are going above and beyond.
If you would like to donate your miles to help transport doctors, nurses and other medical personnel, visit the Alaska Airlines Disaster Relief Fund.
How health care workers can fly for free on Alaska Airlines:
What are the criteria for individuals or groups to be considered for this program?
You must be an essential health care worker (nurse, doctor, LPN, surgeons, etc.) and be in need of travel for humanitarian flight support. Groups can only be considered if traveling with 10 or less people per organization.
If I am a health care worker, how do I book my free flight?
To request a flight, visit our partner Angel Flight West’s website or call AFW directly at (310) 390-2958. They will verify if you meet the criteria and book your flight on Alaska Airlines.
What type of information do I need for booking my flight?
Besides the standard information required for commercial travel, please be prepared to provide supporting documents and contact information from the placement agency or hospital/organization you are associated with or directly supporting.
What type of ticket will be booked?
The ticket booked will be non-refundable, roundtrip, for travel between April and June.
Do I need to pay for my bags?
No, Alaska Airlines will cover your first four bags free of charge.
Where can I fly?
We are flying health care workers to any place Alaska Airlines flies in the United States.
How quickly can I fly?
We ask that you contact Angel Flight West at least three days prior to your travel.
When will I receive my free R&R ticket?
Tickets will be sent by mail once Alaska’s Airlines response to COVID-19 flight program is closed, the tickets are valid up to one year.
Would Alaska Airlines reimburse me if I paid my own way for travel and found out about the medical provider travel program later? No. You would need to go through our approval and booking process with Angel Flight West prior for the travel.
When travel isn’t an option, there’s #CouchGetaways. Join us every week for a virtual tour of our favorite Alaska destinations. This week, iconic SoCal city, San Diego.
Shannon Hansen, an Anchorage-based family nurse practitioner, packed a photo of her family and a pillow with a picture of her dogs (a gift from her daughter) before embarking on a 21-day assignment in a New York hospital to help treat patients with COVID-19.
She says she’s always had an overwhelming desire to help others and felt called to help in a big way now. “I am headed to New York to serve in any way possible to help lighten the burden of this terrible virus. Patients are alone without their family and I want to help relieve their fear and provide the best care possible.”
Desiree Cook, also a registered nurse and pediatric nurse practitioner in Anchorage, is joining her on the assignment. She says they were very eager to go to New York City as this is the area that needs immediate medical support.
“We are happy and humbled to be a part of something so much bigger than us.” – Cook
Shannon Hansen and Desiree Cook on their way to New York.
The Anchorage residents met during their first semester in college in Knoxville, Tennessee in 2008 and have been best friends ever since.
With the help of our long-time giving partner Angel Flight West (AFW), Alaska Airlines flew Hansen and Cook together on Wednesday from Anchorage to New York.
“I am feeling very blessed to have the ability to offer any assistance that I possibly can while in New York,” Hansen said. “I am humbled by the generosity and support that is being provided by Alaska Airlines and Angel Flight West.”
We empathize with essential workers who are risking their lives in the fight against COVID-19. Especially, medical workers whose sacrifices in this pandemic are unlike anything most of us can comprehend. That is why in tandem with AFW we are flying medical workers to areas hit hard by the virus.
Alaska Airlines is providing 1 million LIFT miles to AFW to fly medical staff free of charge to different locations across the United States to help relieve overwhelmed medical care systems responding to COVID-19. We will continue to monitor and fly medical workers where they’re needed most and do everything we can to support their heroic efforts.
“We are inspired by the care and courage of Desiree and Shannon toward the patients affected in New York,” says Josh Olsen, Executive Director, Angel Flight West. “We’re proud to further partner with Alaska Airlines to help be part of the solution to the COVID-19 crisis by arranging flights for these nurses and other medical personnel relocating to help areas highly impacted by the pandemic. Even in the most difficult of times, Alaska Airlines continues to provide access to those most in need of transportation to/from healthcare in the communities they serve.”
Thank you for your service
Desiree Cook
The pledges Cook and Hansen are making are not being taken lightly. Cook says she’s thankful that she and Hansen both have supportive families.
“I will miss my husband, kids, and dogs the most. I have a happy 7-year-old boy, a full-of-energy, 2-year-old girl, and two adorable dogs,” said Cook. “I will miss the little things such as morning breakfast and bedtime routines with them.”
Since she can remember, Cook says she wanted to be part of the medical field.
“There has never been a specific reason or incident that led me in this direction, it is just a part of who I am and a calling I know I have always been meant to do. I honestly can say I have the best and most rewarding job,” she said.
From all of us at Alaska, we’re in awe of essential workers and medical workers like Hansen and Cook for their remarkable, unprecedented service during this trying time. Thank you, stay safe.
How to get involved
For information on donating miles to the Alaska Airlines Disaster Relief Pool, visit our website.
Interested medical workers should reach out to Angel Flight West directly. Angel Flight West will initiate a screening to determine eligibility.
Hawaiian Airlines, ‘Ohana by Hawaiian Offering Relief Cargo Transportation to Moloka‘i and Lāna‘i
When Kristina Gomez learned her elderly parents on Moloka‘i were impacted by the abrupt closure of a main grocery store in the town of Kaunakakai due to COVID-19 cases, she wanted to find a way to help. A Hawaiian Airlines guest service agent in Honolulu, Gomez reached out to our leadership team late last week, suggesting we set up a transportation service between O‘ahu and Moloka‘i to assist the rural island’s residents.
Teams with Hawaiian Air Cargo and ‘Ohana by Hawaiian – our turboprop operations offering passenger service to Moloka‘i – worked through the weekend discussing requirements of the proposed service, consulting with local government officials, and obtaining necessary TSA approvals.
Starting today, ‘Ohana by Hawaiian will begin providing complimentary transportation of food and household items from O‘ahu to both Moloka‘i and Lāna‘i.
“There was a shared desire by community members and government officials to offer transportation service for essential items to Moloka‘i and Lāna‘i. It was great to see our team band together to launch a complimentary shipping program in a few short days,” said Blaine Miyasato, managing director of state government affairs at Hawaiian Airlines. “A special mahalo to state Sen. J. Kalani English and Rep. Lynn DeCoite, as well as our TSA partners for their support of this effort.”
‘Ohana by Hawaiian flights operated by Empire Airlines with ATR 42 aircraft will transport, at no cost, up to two packages from O‘ahu shippers sending food and/or household items to Moloka‘i or Lāna‘i. Shippers must present a valid ID and adhere to maximum package weight and size restrictions and program guidelines before dropping off items between 10 a.m. – 1 p.m. Monday through Friday at our Hawaiian Air Cargo facility. Cargo space will be offered on a first-come, first-served basis to the first 25 customers per flight each day. Shippers are encouraged to contact us at (808) 835-3799 prior to coming to our facility.
Receiving customers can pick up their shipments at the Moloka‘i (MKK) or Lāna‘i (LNY) airports within one hour of the following ‘Ohana by Hawaiian arrivals:
Molokai, HA 672 scheduled arrival is 5:01 PM*
Lanai, HA 684 scheduled arrival is 7:16 PM* *Please check HawaiianAirlines.com for flight status.
"Empire Airlines has had the privilege of providing service and support to the communities of Moloka‘i and Lāna‘i for over six years and we are humbled by the spirit that prevails in these communities," said Pieter Meinster, manager of Hawaiian operations at Empire Airlines. "The need to support these communities has never been greater and we stand ready to continue supporting the people of Moloka‘i and Lāna‘i in whatever manner we are able."
“I am so elated to hear of the service that Hawaiian Airlines will be providing Moloka‘i residents,” Gomez said. “I cannot express the overwhelming gratitude I have for Hawaiian and their willingness to help the people of Moloka‘i during this difficult time!”
6 Alaska Airlines coloring pages you can color at home
While many of you are sheltering in place at home, we’ve got just the thing to give school kids and the “kids at heart” something to do while idling in quarantine. Here are a few of our favorite coloring pages that you can print at home or download on devices.
As the COVID-19 pandemic abruptly derails vacations, weddings, honeymoons, family reunions and other Hawai‘i travel, our Hawaiian Airlines ‘ohana has come together to support tens of thousands of guests with their reservations.
In response to a rapid and unprecedented influx of inquiries, our IT, customer contacts, project management and facilities teams worked around the clock to set up a supplemental contact center at our Honolulu headquarters on March 20.
Two of our employee volunteers answer calls during their shift at our supplemental contact center in Honolulu.
In the past several weeks, over 160 employees from across the company – from airport operations and procurement to network planning and executive leadership – have picked up the phone or reached out on social care to more promptly assist guests. Volunteers have logged an average of 1,730 hours each week answering inquires, messaging guests via text and our mobile app, replying to emails and assisting with back-office processes.
Our employees who volunteer with social care are able to assist guests on our social media channels while they practice social distancing working from home.
“It was great to be able to help out on the phones,” Avi Mannis, senior vice president of marketing at Hawaiian Airlines, said after a recent shift. “A lot of what’s going on right now feels out of our control and we’re spending a lot of time reacting to things that we couldn’t anticipate even a month ago, so there’s something really satisfying – and almost comforting – about assisting with someone’s reservation.”
Kanani Kealoha-Faleafine stepped away from her day job as Hawaiian’s manager of loyalty services to train our volunteer force. As a former reservations manager for over four years, Kealoha-Faleafine had supported our contact centers based in the Philippines – where work has also been disrupted due to government-issued orders – and understood the ins-and-outs of our systems.
Kealoha-Faleafine (pictured right) assisting one of the temporary contact center's volunteers with a complex case.
“Even though we’re in uncharted territory, it’s calming to know that employees can still support the company but in our own unique way,” she said. “My team is teaching new tools to people who have never used our reservation management systems before, so we had to develop a training process where newcomers could feel comfortable and supported before starting to answer calls.”
Kealoha-Falaefine views the contact center as an inspiring example of our employees’ shared commitment to serve guests with hospitality during a stressful time.
Our employee volunteers all agree their experiences helping guests at this difficult time have instilled a strong sense of community within our company.
“We were all touched by our guests' stories, such as someone who was supposed to come to Hawai‘i for their wedding or making a trip to visit their grandkids and reassuring them that we’ll be here for when they’re ready to come,” she said.
Call volumes are still extremely high, but thanks to the help we’ve received from our ‘ohana, we are working through it and seeing progress each day.
Moving Forward and Improving
Despite being able to significantly lower contact wait times, an enormous backlog of guest requests remains.
We are continuing to invest in capabilities to better manage the volume of requests. For example, our IT teams have launched enhancements to our website and mobile app to allow guests to make changes to their travel, and we continue to identify and implement improvements. We’re also working to increase capacity in other contact channels like text messaging, chat and social care, which were temporarily overwhelmed by the influx.
For their convenience, our guests can change or cancel flights via our website or our mobile app.
“We know we’ve let our guests down when they needed us the most,” Mannis added. “But it has been heartening to see people from across our company working side-by-side to make this right and support our guests in a trying time.”
Resources available to you
We’re here to help, and guests with upcoming travel impacted by COVID-19 developments have options, including:
Call, email or message us
Our contact center is available 24 hours, seven days a week to assist with travel questions and concerns. Guests may also reach us by text and chat (via our website and mobile app).
Guests in our international network should dial their country phone number when trying to contact us (hours of operation may vary). For more information, click here.
Request to change or cancel your ticket online
Our guests can request to change or cancel their reservation online. For more details on how, click here.
Find the answer to your questions or review our latest travel waivers, available here.
The COVID-19 situation is constantly changing, and we encourage our guests to visit our website frequently to stay informed about our latest schedule changes and travel waivers.
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For information on donating miles to the Alaska Airlines Disaster Relief Pool, 
