Transmitted via electronic email
Samuel Shinohara
Managing Director, Airport Operations
United Airlines
523 Chalan Pasaheru
Tiyan, Guam 96913
Dan Weiss
Managing Director, Global Government and Regulatory Affairs
233 South Wacker Drive
Chicago, Illinois 60606
RE: Request to Utilize additional Baggage Recheck Area to Improve Guam Passenger Experience
Håfa adai Director Shinohara and Director Weiss,
I am writing to you about an opportunity to improve the travel experience for Guam passengers transiting through Hawaii. On Saturday, December 16, 2023, Government of Guam leaders met with senior officials of the U.S. Customs and Border Protection. Governor Lourdes Leon Guerrero; then Acting Lieutenant Governor and Speaker of the 37th Guam Legislature, Therese Terlaje; myself, the Vice Chairperson on the Legislative Committee on Air Transportation; A.B. Won Pat International Airport Authority Executive Manager John Quinata; and other A.B. Won Pat International Airport management staff; met with the Acting Deputy Commissioner for U.S. Customs and Border Protection, Washington, D.C., Pete Flores; Director of Field Operations, San Francisco, David Salazar; Area Port Director, Area Port of Honolulu, George Minamishin; Chief CBP Officer, CBP Port of Entry, Kenneth Gibbons; and Port Director, CBP Guam Port of Entry, Mark Pablo. The meeting was enlightening and productive, and I am very grateful for the open dialogue and cooperation shown by the agency leaders.
During our discussion, it was discovered that the Transportation Security Administration (TSA) has provided an additional baggage recheck area in the Honolulu Airport that could serve Guam-based travelers, as was previously done before. I would like to urge United Airlines to join the other airlines currently utilizing this baggage recheck area immediately. As it currently stands, United passengers from Guam face the burden and inconvenience of trekking a considerable distance to reach the current baggage recheck point, causing unnecessary stress and discomfort during their journey.
This process is especially difficult on our elderly and families with young children, who prefer to transit through Honolulu due it being a shorter flight than others. However, this grueling experience is deterring many Guam passengers and forcing them to choose alternative routes and carriers. After a long flight, and after incurring the high-priced cost of flying with United Airlines, the last thing Guam passengers want to do is take an extensive hike across the airport, lugging all their belongings and loved ones. I would like to emphasize that Guam passengers have not always had the best experience flying the Guam to Honolulu and Honolulu to Guam routes with United Airlines. Not too long ago, the issue our travelers faced was that with Guam being previously designated as a “domestic” flight, meals were not served to passengers during the 8-hour flight. While we are grateful that it has since been resolved, this latest issue adds to a list of unfair and discriminatory actions towards Guamanians that treat us like second-class citizens, when we know we are not.
In addition to the discomfort and inconvenience imposed on Guam passengers, I would like to highlight the fact that the current procedure compromises the security of airport protocols by having passengers take their baggage out of the designated sterile area. By adhering to the recommendation, I mentioned earlier, United Airlines can collaborate with TSA to completely comply with airport safety and security regulations.
By making use of the additional baggage recheck area provided by TSA, United Airlines not only ensures full compliance with airport safety standards, but also significantly enhances the travel experience for Guam passengers, and implements a smoother and more efficient transit process. This small adjustment can go a long way in demonstrating United Airlines’ commitment to customer satisfaction and convenience.
I understand there are complexities involved in operational decisions, but I believe that by effectively prioritizing which passengers have their baggage rechecked there, according to age, disability, and departure times, United Airlines can improve the current perception of Guam flyers by focusing on the comfort and convenience of our island passengers. It is my hope that you will consider this suggestion and explore the possibilities of utilizing available resources to benefit your valued Guam passengers transiting through Hawaii.
Thank you for your attention to this matter. I appreciate your commitment to providing excellent service, and I believe that implementing this suggestion will remedy the unnecessarily unfair treatment of our U.S. citizens from Guam, and ultimately contribute to an overall improvement in the travel experience for United Airlines customers.
I look forward to hearing from both of you at your earliest convenience.
Si Yu’os ma’åse,
Jesse A. Lujan
Senator, 37th Guam Legislature