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By Fili Sagapolutele
Samoa News Correspondent
Hawaiian Airlines has officially responded to Governor Togiola saying that he may have been "misinformed" about certain matters pertaining to issues he raised recently with the airline.
The governor had complained in a Dec. 8 letter to Hawaiian's president and chief executive officer Mark B. Dunkerley about the constant flight changes on the Honolulu/Pago Pago route and asked the airline provide proof of other routes facing similar disruptions.
Togiola reminded Dunkerley of the carrier's weekly flight frequency requirement under the federal Essential Air Service (EAS) order.
Responding for Dunkerley, Hawaiian's spokesman Keoni Wagner informed the governor that based on the points raised in the letter, "we believe that you may have been misinformed on a number of the facts."
Wagner, vice president of corporate communications/public affairs, said in a Dec. 12 letter that Dunkerley was traveling and he (Wagner) was asked to response in Dunkerley's absence.
Wagner informed Togiola that after serving the Pago Pago route for more than 20 years Hawaiian is familiar with EAO requirements and "we are confident that Hawaiian is providing ample capacity to American Samoa."
"This commitment has not been compromised by our unavoidable rescheduling of some flights," he noted.
Despite what the governor may have heard, Wagner said the schedule changes are not to due commitments to other destinations Hawaiian serves, nor are they due to charter commitments nor are they limited to the Pago Pago route.
Togiola had said on his weekend radio program that when Hawaiian needed to transport the Oakland Raiders football team, flights to Pago Pago are rescheduled.
Wagner explained that Hawaiian has had to adjust flight schedules throughout its domestic and international long haul system because of the unexpected delays related to the interior modification of an aircraft (Boeing 767) to be added to the fleet.
"In fact, all but one of our nine long-haul destinations have been affected and because of lower average load factors on our Pago Pago route, far more of our customers have been affected on other routes," Wagner continued. "Only our Sydney route, because of its unique distance and related aircraft and crew time requirements, has been unaffected."
"In additional, these operational issues have obligated us to cancel a number of flights to some destinations, but we have so far resisted canceling any flights to Pago Pago," he said.
For passengers affected with the rescheduling of flights, Hawaiian had been offering $200-$300 travel credit but the governor said the "limited compensation" does not cure the disruption the sudden changes have caused residents already confronted with having just one airline offering transportation to the United States.
"Our decision to compensate our customers affected by these schedule changes was intended as a courtesy, to express our regret for the inconvenience caused by the changes and in appreciation for their patience," Wagner informed the governor.
"We regret the inconvenience this is causing our customers, and we are doing our best to minimize inconvenience," he continued. "As such, we are certain that rescheduling flights within 24 hours of their original departure time, as has been the case with all of the affected Pago Pago flights, is better for our customers than simply canceling these flights as your letter suggests."
The governor had also asked Hawaiian to confirm the carrier intends to provide an additional weekly flight for Pago Pago between Dec. 16 and Jan. 15, as required under the EAS order.
Wagner informed Togiola that in keeping with Hawaiian's prior practice, the airline has scheduled four additional round trips to meet the community's needs during the holiday period.
Flights are set for Dec. 19 and 22, 2006 and Jan. 2 and 10, 2007.
Copies of Wagner's letter were forwarded to Lt. Gov. Ipulasi Aitofele Sunia, U.S. Department of Transportation, the Fono leadership and Congressman Faleomavaega Eni.
Hawaiian, the nation's 12th largest carrier, plans to outsource most of its reservation call center to the Philippines and move information technology and accounting jobs to India to reduce costs, a Honolulu newspaper reports last week.
Reach the reporter at fili@samoanews.com
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