For most consumers, air travel is stressful. In fact, an Airlines for America survey found that only 35% of travelers said they were very satisfied. In particular, the survey found that long ticketing and security lines cause anxiety. And a 2018 survey from Skift revealed that many flyers simply want better information to improve the travel experience, with 54% of respondents asking for real-time, accurate travel notifications.
The Hawaiian Airlines and ArcTouch teams wanted to create an app to help travelers alleviate day-of-travel stress, and escort them to their final destination: paradise.
Besides delivering great new features, the teams knew the app had to deliver something even more fundamental: great technical performance. When the project started in 2017, the legacy web-based Hawaiian Airlines app — which had 1-star reviews on both Google Play and Apple’s App store — was not living up to Hawaiian’s remarkable brand as a premier airline.