Island Hopper Serves As 'Lifeline' to Remote Communities - United Hub

Short runways, quick turns & wide smiles: Island Hopper serves as ‘lifeline’

By Pete Rapalus , May 23, 2017

There are two ways to get from Honolulu to Guam or vice versa on United — the direct and efficient way or the fun, super-scenic way. A seven-plus-hour nonstop on a Boeing 777 or a four- or five-stop marathon on a Boeing 737 that takes essentially a full day in either direction. For many people living in the Micronesia region of the Western Pacific, the Island Hopper is a lifeline and/or the only reasonable way to get from island to island, and has been a community fixture for nearly half a century.

For aviation aficionados, it's a "bucket list" trip because of its uniqueness and often spectacular scenery — even when many of those tourists complete the trip without ever leaving any of the modest airports along the route. For United flight crews and technicians, the route can be a coveted one in part because of the deep relationships that have built up between our employees and the frequent Hoppers.

Three times a week, Flight 155 departs Guam in the morning, then makes a series of roughly one-hour flights to: Chuuk, Pohnpei, Kosrae (twice a week only), Kwajalein and Majuro, getting to that scenic atoll just after sunset. From there, the plane continues as a five-hour red-eye to Honolulu, then departs the next morning as Flight 154 to do the route in reverse, getting back to Guam just as the sun sets.

The crew aboard Flight 155The crew aboard Flight 155

Except for the Majaro-Honolulu segment, we have a specially trained mechanic, or Field Technical Representative, and a supply of spare parts, on each segment in case something needs to be fixed on any of the islands. Otherwise, customers and crew must wait for a rescue aircraft to be dispatched from Guam — and on some of the islands — as there really isn't much in the way of overnight accommodations.

"It's not unheard of for some of our employees to offer stranded passengers a bed for the night," said Art Day, regional director for the Island Hopper stations and a member of our Micronesia-based staff for 40 years. Fortunately, such instances are rare, thanks to the dedication of the Field Technical Representatives, but also to the special care given to the Island Hopper aircraft by our major maintenance operations in both Guam and Honolulu. Reliability is critical when flying into airports only a few times a week especially without the options we generally associate with most United destinations. "In this part of the world, the Island Hopper is anything but an ordinary flight," Art said. "We are the lifeline to the communities we serve, a large part of their economies are dependent on our service.

Service is essential to these islands

Our employees on the islands know how important our service is to their friends and neighbors. "The Island Hopper means almost everything to us here in the islands," said Chuuk General Manager Anthony Mori. "From taking us to Guam or Honolulu for medical emergencies, to visiting family and friends, to bringing the rest of the world closer to our islands. For Chuuk, especially, the flights are absolutely necessary for our tourism industry. Chuuk Lagoon is one of the world's best scuba diving destinations, but without the Island Hopper, tourism in Chuuk would not succeed."

A United employee greets a customer arriving in Chuuk on Flight 154A United employee greets a customer arriving in Chuuk on Flight 154

"I think I know all the local customers, those who get on or get off at Majuro," said Majuro Customer Service Agent Beatras Bani. "I think at some point, everyone who lives here has taken the Island Hopper at least a few times." Kwajalein General Manager Terrance Dominique noted that the service "has a huge impact both with the local Marshallese and those who are stationed at the U.S. Army installation on Kwajalein island."

Like other Island Hopper station leaders, Terrance notes that ground positions with United are highly coveted, so United tends to attract the best applicants and retention is high. "Employees here are very proud to work United flights," Terrance said. "People tell me all the time, the employees we have along the Island Hopper are the friendliest, warmest in our entire system," Art said. "I have to agree as being friendly is a core part of their island culture." The flip side is that our employees are well-known in these small communities, "So in some ways they're never really off-duty," Art said.

The United employees you'll meet along the Island Hopper are among the hardest working yet warmest, friendliest you'll ever encounterThe United employees you'll meet along the Island Hopper are among the hardest working yet warmest, friendliest you'll ever encounter

Route breeds loyalty among crews

Some pilots and flight attendants routinely bid into the Island Hopper flights as often as possible, and as a result have developed close relationships with many customers, and with our ground staff and residents of the islands and atolls. International Service Manager Glenn Shibao said he has a special bond with the crews and customers after decades of service on the route. "Ever since the beginning, these flights have been special to this region, and they still are, even after I've worked thousands of them. They can be tiring to take all the way through, but most customers are only on for one or two segments in either direction. Except for people who want to experience the Island Hopper, we don't get that many customers who take it all the way through on purpose. When we do, by the end of the line, we usually know them pretty well."

"I've chosen to work the Island Hopper almost exclusively," said First Officer Fitz Fitzgerald. "It's a lot of fun, and as a pilot, it's also challenging. This is what flying is all about."

Capt. Pierre Frenay said when he first relocated to Guam to take on the position of Chief Pilot, "They sent me here from Honolulu via the Island Hopper. I don't know if that was intentional but in terms of me loving this flight, that first experience did it for me and I fly it every now and then just for the sheer fun of it, and because it's a great break from the administrative work I have to do in Guam. "It's not for everyone," Pierre acknowledged. "The Island Hopper being so remote presents a number of challenges with air traffic control, performance, medical transport, and communications throughout the trip — it's a different environment, that's for sure."

At Chuuk and other stops with short runways that require hard braking on landing, we often need to cool off the brakes to ensure safe operation At Chuuk and other stops with short runways that require hard braking on landing, we often need to cool off the brakes to ensure safe operation

Two pairs of pilots work each Island Hopper flight. Two work the Guam-Majuro segments while the others rest, and they change places for the Majuro-Honolulu nonstop. Five flight attendants also work each flight, with two days off in Honolulu before returning. Even with a crew duty time exemption from the FAA, the crews have little margin of error and even minor delays en route can add up to a point where they would be timed out, and we'd have to bring in a fresh crew from Honolulu or Guam. "Luckily, that rarely happens, in part because our teams on the ground all along the route do such a great job of turning the flights quickly," Pierre said.

The precision and speed of the United ground crews and vendors during the stops — all an hour or less of ground time — is something to behold, as they are dealing with a complicated algorithm of people and cargo getting on or coming off at each stop. Cargo, especially, needs to be loaded in a precise manner to maintain proper aircraft weight balance and to minimize the time it takes to work the physical puzzle at the next stop and the stops after that.

Mail is one of many things the islanders count on the United Island Hopper to deliver Mail is one of many things the islanders count on the United Island Hopper to deliver

"It's really an art, how our teams, who are pretty much all part-time, rearrange the contents of the aircraft over the course of the flights," Art noted. "And while they have that great attitude and are having a good time, they're working as hard and as efficiently as any ramp crew you'll see at the big mainland airports."

Marvelous sites to local hideaways: the expert’s guide to Toronto

By Nick Harper

Canada's largest city spreads out along the northwestern shore of Lake Ontario, and it's a dynamic, multicultural and inclusive experience like almost no other place on earth. Not only is Toronto a thriving living city,it's also become one of the world's truly must-visit destinations. Regularly ranked as one of the greatest places to live, Toronto is the cultural center of the country and home to the biggest events, the most pro sports and the greatest concentration of theaters and restaurants.

Recent decades have seen regular multi-million-dollar upgrades to the city's public spaces, with a slew of great museums, iconic architecture and the redevelopment of the now glittering lakefront adding to the city's appeal.

Add in an ever-growing number of world-class hotels, upbeat nightlife that runs from dusk until dawn and a vibrant and diverse culinary scene influenced by the eclectic makeup of the city's people. Bright and bustling, cosmopolitan and cultured, unpredictable and energetic, Toronto has become one of the greatest cities on earth.

What you see and where you go will depend on the length of your stay. A week is good, longer is better. But even a long weekend will give you a taste of 'The Six' — one of the city's many nicknames, reworked recently as 'The 6ix' by one of its most famous sons, Drake.

However long you stay, you can't hope to see it all. So, consider what follows a starting point for your first visit…

City Hall, Toronto City Hall, Toronto

The checklist sites

No visit to The Six can be considered complete without ticking off several of Toronto's true heavyweight sights. All of the following are in or within easy reach of the city's compact, walk-able and very vibrant center.

The CN Tower is unmissable in every sense, a vast freestanding spire that looks down upon the city and takes its place as one of the 'Seven Wonders of the Modern World'. Head up for the city's best 360-degree views, or get your heart racing on the EdgeWalk — a journey around the circumference of the tower's main pod, 116 stories high and tethered by a harness.

Back on solid ground, Ripley's Aquarium is almost right next door to the CN Tower and is home to 16,000 aquatic animals and the Dangerous Lagoon. A moving sidewalk that whisks you through a long tunnel surrounded by sharks and stingrays is guaranteed to make your heart race all over again.

Ripleys Aquarium Ripleys Aquarium

Also close to the CN Tower is the Rogers Center, home to Canada's only baseball team, the Toronto Blue Jays. Visit on game day for the full experience, or take the stadium tour to go behind the scenes and through closed doors.

In a city of so many museums and galleries, the Royal Ontario Museum stands out. Not just because it's home to a world-class collection of 13 million artworks, cultural objects and natural history specimens, but as much because it hosts exciting Friday night events that include dance, drink and top DJs.

Two other must ticks include the Art Gallery of Ontario, which houses 95,000 works of art and is free for visitors under 25, and the Hockey Hall of Fame, which taps into Canada's national obsession in stunning depth.

Art Gallery of Ontario Art Gallery of Ontario

Casa Loma is a must-visit Gothic castle in the heart of the city. North America's only castle is filled with artworks and treasures from Canada and beyond, but its big pull is the network of hidden tunnels to explore as they stretch out beneath the city.

Casa Loma Casa Loma

Toronto's multi-cultural makeup is visible all across the city but reflected best in its remarkable culinary scene (see Where to eat and drink). The city's 'fresh and local' mantra is perfectly showcased at St. Lawrence Market, one of the world's greatest food experiences. Pay it a visit and grab a peameal bacon sandwich — a Canadian staple invented in Toronto and now considered the city's signature dish.

St. Lawrence Market St. Lawrence Market

Afterwards, walk off the calories by wandering the historic cobblestone and car-free Distillery District. Once a vast whiskey distillery and an important spot during prohibition, historians mention that even Al Capone would visit the Distillery to load alcohol destined for the States[9] . This iconic landmark now distils creativity within the 19th century buildings now home to hip restaurants, bars, independent boutique stores, galleries and theaters. Visit in December for the Toronto Christmas Market.

Finally, don't even think about returning home without having had a picture taken with your head poking through an 'O' of the multicolored, 3D Toronto sign at City Hall — the most Insta-worthy location in a city of so many. You'll need to head there early in the morning to avoid the crowds.

If you stay long enough, take a ferry and hop across to Toronto Islands, a chain of 15 small islands in Lake Ontario just south of the mainland. They're home to beaches, a theme park and a breathtaking view of the city's skyline and will very happily fill a full day of your stay.

The bucket list

You absolutely cannot leave Toronto without having witnessed the power of the Niagara Falls and its hypnotic mist up close. Trying to visit the Falls from the States is a trip on its own, but it's almost non-optional when you're less than two hours away in Toronto. Take the trip, buy the T-shirt and tick off one of the world's must-see sights.

Explore like a local

Away from the sleek, gleaming towers of downtown lie many of Toronto's less obvious but no less essential attractions. West Queen West is Toronto's hippest neighborhood and artistic heart, a one-mile strip of very chic galleries, stores, restaurants and boutique hotels. Kensington Market is a fantastically chaotic neighborhood and perhaps the best example of the city's famous multiculturalism. It's not a market as the name implies, but a collection of independent shops, vintage boutiques, art spaces, cafés, bars and restaurants from every corner of the globe.

The Bata Shoe Museum is one of the city's quirkiest collections, an unexpectedly fascinating exhibit that retraces the 4,500-year history of footwear. And as you wander the city, you can't fail to notice that Toronto's walls are alive with graffiti. Take a free 90-minute walking tour through the back alleys of Queen Street West and down Graffiti Alley to gain a better understanding of the city's street art scene. If you visit during the sunnier months, escape the hustle by heading just east of the center to High Park, the green heart of the city where forests, walking trails, picnic spots and even a zoo await you. Ideal to unwind after a long day of urban adventures.

The essentials

When to go With the sun shining, May through October is a great time to visit, but the city is alive through all four seasons. The Spring and Autumn months are ideal as the humidity and visitor numbers are lighter, while Toronto comes alive through the colder months through a wide array of winter celebrations. One of the most spectacular is the Aurora Winter Festival, a six-week celebration that sees the Ontario Place, West Island transformed into four mystical worlds. Whichever season you choose, plan to stay for at least five nights to get a true flavor of the city.

Toronto skyline view Toronto skyline view

Where to stay To be at the heart of most of the attractions you'll want to see, aim for downtown. One of the best options is the Marriott City Center, not only because it's located right next to the CN Tower but also because it's attached to the iconic Rogers Center where the Toronto Blue Jays play and countless concerts and popular events are held.

Toronto Blue Jay stadium Toronto Blue Jay stadium

Opt for a Stadium room and you'll look out onto the field. If you want to experience Toronto's non-stop nightlife, the Entertainment District is the place to be. If you're looking for a luxury experience, discover Canada's first St. Regis hotel in the heart of downtown.

Where to eat and drink Nowhere is Toronto's incredible diversity more evident than in its food scene — taste Toronto and you're tasting the world. The city is brimming with restaurants and cafés serving everything from high-end fine dining to comfort food from an informal neighborhood joint — plus every option imaginable in between.

For fine dining, consider Alo, Canis and Edulis. Book a table at Canoe, Lavelle, The One Eighty or 360 at the CN Tower and you're guaranteeing a view as spectacular as the food. Or experience the city's remarkable fusion food at DaiLo (French-Cantonese), El Catrin (Mexican-French) and the unexpected mashup of Rasta Pasta (Jamaican-Italian).

The above suggestions don't even scratch the surface of a food scene to rival any city on earth, with options to suit every taste and any budget.

How to get around Toronto is perfect to explore on foot or via a growing network of cycle routes. For a quicker journey, buy a Presto card to use the TTC, Toronto's subway, streetcar and bus system.

How to get there Fly into Toronto Pearson International Airport (YYZ) with United and you're around 15 miles west of the city center. The most comfortable route in is via the Union Pearson Express, which runs every 15 minutes and gets you downtown in 25 minutes ($13).The TTC is a cheaper option at under $5, but it can take an hour and a half and involves a number of transfers, while a taxi will take around 30 minutes and cost $45.

United flies to Toronto from numerous U.S. cities including our Hub city locations. Book your trip via united.com or by downloading the United app.


Taking action to make a global impact

By The Hub team , January 17, 2020

Following the devastating wildfires in Australia and powerful earthquakes that shook Puerto Rico last week, we're taking action to make a global impact through our international partnerships as well as nonprofit organizations Afya Foundation and ADRA (Adventist Development and Relief Agency).

Helping Puerto Rico recover from earthquakes

Last week, Puerto Rico was hit with a 5.2 magnitude earthquake, following a 6.4 magnitude earthquake it experienced just days before. The island has been experiencing hundreds of smaller quakes during the past few weeks.

These earthquakes destroyed crucial infrastructure and left 4,000 people sleeping outside or in shelters after losing their homes. We've donated $50,000 to our partner charity organization Airlink and through them, we've helped transport disaster relief experts and medical supplies for residents, as well as tents and blankets for those who have lost their homes. Funding will go towards organizations within Airlink's partner network, which includes Habitat for Humanity, Mercy Corps and Americares, to help with relief efforts and long-term recovery.

Australian wildfire relief efforts

Our efforts to help Australia have inspired others to make their own positive impact. In addition to teaming up with Ellen DeGeneres to donate $250,000 and launching a fundraising campaign with GlobalGiving to benefit those impacted by the devastating wildfires in the country known for its open spaces and wildlife, our cargo team is helping to send more than 600 pounds of medical supplies to treat injured animals in the region.

Helping us send these supplies is the Afya Foundation, a New York-based nonprofit that seeks to improve global health by collecting surplus medical supplies and delivering them to parts of the world where they are most needed. Through Airlink, the Afya Foundation will send more than $18,000 worth of materials that will be used to treat animals injured in the Australian fires.

These medical supplies will fly to Melbourne (MEL) and delivered to The Rescue Collective. This Australian organization is currently focused on treating the massive population of wildlife, such as koalas, kangaroos, and birds, that have had their habitats destroyed by the recent wildfires. The supplies being sent include wound dressings, gloves, catheters, syringes and other items that are unused but would otherwise be disposed of.

By working together, we can continue to make a global impact and help those affected by natural disasters to rebuild and restore their lives

Help us (and Ellen DeGeneres) support wildfire relief efforts in Australia

By The Hub team , January 08, 2020

Australia needs our help as wildfires continue to devastate the continent that's beloved by locals and travelers alike. In times like these, the world gets a little smaller and we all have a responsibility to do what we can.

On Monday, The Ellen DeGeneres Show announced a campaign to raise $5 million to aid in relief efforts. When we heard about Ellen's effort, we immediately reached out to see how we could help.

Today, we're committing $250,000 toward Ellen's campaign so we can offer support now and help with rebuilding. For more on The Ellen DeGeneres Show efforts and to donate yourself, you can visit www.gofundme.com/f/ellenaustraliafund

We're also matching donations made to the Australian Wildfire Relief Fund, created by GlobalGiving's Disaster Recovery Network. This fund will support immediate relief efforts for people impacted by the fires in the form of emergency supplies like food, water and medicine. Funds will also go toward long-term recovery assistance, helping residents recover and rebuild. United will match up to $50,000 USD in donations, and MileagePlus® members who donate $50 or more will receive up to 1,000 award miles from United. Donate to GlobalGiving.

Please note: Donations made toward GlobalGiving's fund are only eligible for the MileagePlus miles match.

In addition to helping with fundraising, we're staying in touch with our employees and customers in Australia. Together, we'll help keep Australia a beautiful place to live and visit in the years to come.

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