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Hawaiian Airlines, the top carrier in the nation for on-time performance, is now also first among the nation’s 13 largest carriers for being the most responsive to customer phone calls.
The average time for Hawaiian Airlines customers to reach a live person before Thanksgiving was 1 minute, 33 seconds, according to an independent and anonymous evaluation of telephone customer support that was conducted by STELLAService.
To rank the carrier’s responsiveness, representatives of STELLAService, an independent provider of customer service quality ratings and research for retailers, spoke with each of the airlines’ call centers five times daily during the evaluation period. Alaska Airlines was second best at 1:36 while Virgin America was last at 24:19.