Airline mergers and acquisitions aren’t easy, but it’s vital that some initiatives take off smoothly from the earliest time frame. Yes, it’s critical post-merger for airlines to pore over flight schedules, crew staffing, operations, maintenance, training and marketing. But just as critical are passenger-facing elements such as airport lounge integration or vendor contracts for wheelchair assistance.
In fact, Michael Consoli, a Cruise Planners franchise owner in Roswell, GA, told Travel Agent Central that travelers routinely deal with so many airline issues that they can’t control, so it’s even more important that any airlines in a post-merger integration handle the small details that can be controlled.
“The lack of control and consistency is what frightens travelers about flying,” Consoli said.
In 2024 alone, Korean Air acquired Asiana Airlines, Air India merged with Vistara, and Alaska Airlines acquired Hawaiian Airlines. And that’s just a small sampling of the many airline mergers over the years. Firsthand, I know that it’s no easy process to bring zillions of operational pieces, people and planes from different brands under one corporate umbrella.
In the early 1990s, I personally navigated through the challenging USAir-Piedmont Airlines post-merger period while serving as a corporate spokesperson. Simply put, we had our share of hiccups along the way. But coupled with that, I also learned that committed employees, great partners, and attention to small details all truly matter when navigating to find that new corporate flight path.
Wheelchair Assistance Partner
So, I took note last week as Grupo EULEN, which specializes in integrated facility management and specialized aviation services, announced that it will strengthen its presence at major U.S. airports. One news factoid stood out: Among its new airline partnerships is one with the Alaska Airlines and Hawaiian Airlines brands to provide dedicated wheelchair assistance services for both brands at New York’s John F. Kennedy International Airport (JFK).
The vendor said that as part of the JFK terminal transition that began in March 2025, Alaska and Hawaiian are relocating from Terminal 7 to become fully operational in Terminal 8 by October 2025. Getting a smooth-running, integrated wheelchair assistance service up and running is clearly important for passengers and the JFK operations of both brands.
Yet, as both brands are still operating separately, in providing the wheelchair assistance, EULEN said it will honor each airline’s distinct brand identity and operational priorities as well.
(Photo courtesy of Dawn Beers O’Brien )
For those who may say, “Well I don’t need wheelchair assistance so that particular airline process really doesn’t impact me as a traveler,” here’s a bit different way to see it.
As a wheelchair user who needs physical assistance boarding a plane, Dawn Beers O’Brien, owner and luxury travel specialist of Wheelie Fun Cruise and Travel in Carlsbad, Calif., is usually among the first to board any flight.
“But if the airport services team is not at the gate when it is time to board, the whole flight has to wait until they arrive, causing stress for all,” she acknowledged.
In particular, if there are multiple wheelchairs and no pushers, that conceivably could delay a flight. The airline’s gate agent might make a frantic phone call or even a PA announcement to request immediate wheelchair assistance at the gate. I’ve also seen the concern of other passengers worried about any flight delay.
So, it’s good to see Alaska and Hawaiian moving forward sooner rather than later in solidifying this piece of the post-acquisition landscape. By way of background, EULEN already provides passenger wheelchair service to 10 airlines in JFK’s Terminal 8, including other members of the Oneworld Alliance.
Grupo EULEN Expansion
Beyond JFK, it’s worth mentioning that EULEN Aviation also continues to expand through new and renewed agreements with other airlines. For example, at Miami International Airport (MIA), it’s deepened its long-standing relationship with British Airways. It’s adding secure cabin cleaning services for its Miami-to-London flights, for example.
At Tampa International Airport (TPA), the company also recently signed a three-year agreement with Avianca Airlines, Colombia’s flagship carrier and Star Alliance member. Supporting Avianca’s nonstop service between Tampa and Bogota, Colombia. EULEN’s local team offers seamless curb-to-gate wheelchair service.
This past spring, EULEN also began working with Arajet Airlines, the Dominican Republic carrier. It now provides full ground handling services for the airline’s direct flights between MIA and both Santo Domingo and Punta Cana in the Dominican Republic. That Punta Cana service just began last month.
More than Contracts, Partners Count
“These new partnerships are more than contracts — they’re relationships built on trust and a shared commitment to quality,” said John Jones, vice president of aviation operations for the United States and the Caribbean at Grupo EULEN. “Every day, our teams go the extra mile to make sure travelers feel cared for, airline partners run smoothly, and operations stay safe and efficient.”
And particularly for any carriers in the midst of a post-merger plan, that’s essential. As I learned many years ago, it takes a village. Committed employees and business partners are invaluable.
And yes, all the processes and pieces of change involved in a post-merger puzzle typically do fit together at some future point. But along the flight path to the final destination, the small details truly matter.
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