Hawaii’s famously friendly Aloha spirit extends to its airline. Step on board and you’re sure to get premium service with a smile.
With a flawless safety record to boot, it’s no surprise that business is booming at Hawaiian Airlines.
Like any successful business, Hawaiian is passionate about its customers and looks for creative ways to reward them and build loyalty. Its branded credit card plays a significant role in its strategy.
So when the airline was on the lookout for a new card issuer, nothing but the perfect partner would do.
“Barclaycard had been knocking on the door for a number of years and always showed an interest in our business,” says Programme Manager of Financial Products, Lori Joy Watanabe.
“What appealed most was their fresh approach. Instead of giving us an ‘in-the-box’ solution, they promised a more creative approach and stressed their pride in understanding what makes a partnership successful.”
Barclaycard was awarded the business and the teams worked in tandem over a lengthy development period to bring a smart, customised product to the market.
“A lot of work went on behind the scenes,” says Lori Joy. “We began with research and development, then quickly moved into building the technical infrastructure to deliver it.
“In parallel, we were building our launch marketing plans plus coordinating the execution of a complex conversion plan to move our existing portfolio over to Barclaycard.”
A positive approach from Barclaycard helped to deliver this challenging programme.
“Everyone was, and still is, willing to get their hands dirty,” she says. “When you’re developing and delivering such a complex project, there are bumps and challenges along the way. Barclaycard continues to remain true to their belief in partnership and together we find ways to resolve challenges and move forward.”
With hard work and determination, Hawaiian Airlines and Barclaycard brought a unique product to the market.
“Our new cards offer more travel benefits than before,” says Lori Joy. “If you travel with us and love our airline, using our products can really help you make your destination dreams come true.”
It’s almost a year since the new cards reached customers, and Lori Joy sees the frank and honest relationship she has with her Barclaycard partners as the secret of their success.
“To have a successful partnership, you must be able to be candid and transparent in your communications. I talk with my counterparts, Alejandro (Moreno) and Billy (Pieper), on a daily basis, and truly enjoy the working relationships we have developed. Conversations are not always easy, but we maintain respect for one another and I couldn’t be more proud of what we’ve done thus far.”