The Caribbean Airline
JUMP SEAT
ISSUE 182
LIAT IS SERIOUS ABOUT HURRICANE PREPAREDNESS
HOW’S BUSINESS
DEAR LIAT
ANNIVERSARIES
LIAT NEWS
Despite its challenges, LIAT is serious about its hurricane preparedness. This was shared by Chief Executive Officer, Julie Reifer-Jones at a panel discussion at the Caribbean Risk Conference in Barbados in May. Mrs. Reifer- Jones was one of the panelists from the private sector who was enaged on what risk meant to their businesses and how preparations are done to address this. Mrs.Reifer-Jones added that the carrier was constantly reassessing its processes following each storm in order to improve its resilience. The primary concern is its aircraft but LIAT is also concerned about its data systems, which it has had to move in the past. “What did not fully work was our passenger information system. When we moved, it worked, but there were gaps and breaks,” she said. She noted that following the 2017 hurricane season, many of these challenges were discussed and they were moving to address them. “The building of redundancy, however, requires resources, and that is one of our challenges at LIAT,” she said.
LIFAA HONOURS COLEEN BROWNE
Please E-mail your Jump Seat content or suggestion to the Editor - Shavar Maloney at this address: MaloneyS@liat.com
It was an evening to remember as the Leeward Island Flight Attendants Association honoured LIAT’s longest serving cabin crew member Coleen Browne. The retirement celebration was held on April 6th at the The Cortsland Hotel in St. John’s and was attended by a wide cross section of persons including His Excellency Sir Rodney Williams, Governor General of Antigua LIAT Cabin Crew past & present and Barbuda. There were several tributes to Coleen including those by the Governer General, Corporate Communications Manager Shavar Maloney and Sheree Elder on behalf of LIFAA. In her speech, Ms. Browne attributed her dedication to her faith and to her love of the job and the people. She was happy to share the occasion with several past cabin crew and flight crew members and thanked everyone for attending. Ms. Browne retired on February 28th following a career spanning over four decades.
How’s Business? ON-TIME PERFORMANCE APRIL
MAY
2017
2018
2019
2017
2018
2019
3 MINS
40.8%
64.2%
66.6%
63.5%
79.4%
76.2%
15 MINS
58.8%
78.6%
81.7%
78.1%
92.3%
89.0%
INDUSTRY STANDARD 85%
ON TIME PERFORMANCE
RELIABILITY
GREAT CUSTOMER SERVICE
OTP RANKINGS
How do we compare to other airlines in the region? We will present the OTP in comparison with other carriers. These rankings are compiled independently of LIAT and can be viewed online. LATIN AMERICA AND CARIBBEAN
April 2019 May 2019
FLIGHTSTATS.com
OAG Ontime Reports
(Ranked out of 15 airlines)
(Ranked out of 40 airlines)
12th 5th
12th 11th
The independent reports can be viewed online at: www.flightstats.com and https://www.oag.com/
LOAD FACTOR APRIL 2019
MAY 2019
Number of seats available
115,924
122,964
Revenue Passengers
75,149
67,275
Average Load Factor
66.23%
56.85%
BREAKEVEN LOAD FACTOR 74%
IT’S HURRICANE SEASON! ARE YOU PREPARED?
The 2019 Hurricane Season has started. The National Oceanic and Atmospheric Administration (NOAA) is predicting a “near-normal” hurricane season in 2019, with between two and four major hurricanes expected. However, we should always be prepared. Do you have a Hurricane Preparedness plan for you and your family? Do you have a Hurricane Kit? Do you know where your nearest emergency shelter is? Do you have a list of emergency numbers? Remember that Hurricanes can be devastating so BE PREPARED!
Dear LIAT In this issue we share some of the complimentary letters we receive. To all who go above and beyond to represent LIAT we say thank you and let us work to help improve in areas where we can!
THANK YOU FOR YOUR HARD WORK!
I would like to compliment Lindee Mickie who was the LIAT supervisor at Piarco International Airport (Trinidad) on Friday May 31st 2019 for the professional and efficient way she dealt with passengers whose flight was cancelled. Ms. Mickie made all the necessary arrangements. She patiently dealt with all questions and concerns and did an outstanding job of reassuring the passengers that LIAT would make the necessary arrangements to get the passengers on the next available flight to Grenada. Before the passengers left the airport she was able to confirm that the passengers were booked on the 6:30 AM flight. Naturally, my wife and I were unhappy and disappointed with the cancellation of the flight. However, we were extremely satisfied with the way Ms. Mickie handled the situation. We commend her for her patience, understanding and professionalism.
Dear LIAT
I would like to commend your staff for excellent service on Sunday, May 19, 2019. Having been delayed by the late departure of my Air Antilles flight from Martinique to St. Lucia. I was certain that I would not be able to make the transfer to my ongoing LI309 flight from St. Lucia to Trinidad. However, having been made aware of the situation. LIAT staff performed with swiftness and coordination to enable myself and my two colleagues to catch flight 309 despite arriving too late to go through the normal procedures. On landing, we were given our boarding passes as we got off the Air Antilles flight and were escorted directly to the waiting LI309. We were also able to identify our bags on the luggage carts on the tarmac to have them placed by the attendants on the Keith Pritchard plane. We then proceeded to have a pleasant flight back to Trinidad, even arriving a little early. My only regret is that I failed I travelled from St Lucia to Barbados with my family on LIAT on to get the names of the people who assisted me so that I could May 21st and we were amazed by the on- time/ ahead of time thank them by name. departure from St Lucia and arrival in Barbados. The icing on the Thank you LIAT staff. cake on the return leg on the same day was seating on the tarmac Graham Ryan waiting for a passenger who perhaps was trying to have the flight be late. She made it and we were off in the air ahead of time and Since I'm a man that likes to give Jack his jacket, let me landed in St Lucia early. Thanks LIAT for the half hour. commend LIAT for the great service I've had over the last two Milton Antoine years. No late flights, only one delay (10 mins if so much) and of course always getting me home safely. Keep up the good work. I wanted to contact you to inform you that unfortunately, although Winston McLean ( via Facebook) I had to contact your Customer Relations department to log my complaint, due to my very disappointing and stressful experience I used LIAT’s service from Grenada to SVG on the 23/05/19. with LIAT whilst trying to retrieve my lost luggage, Karen (Weste My ticket was Y-class. I realized that I had been booked on the Vigo) has been a great source of reassurance that my later LI 755 instead of the earlier LI771 connecting to SVG. complaint/feedback was being looked into. While in transit in Barbados I asked 2 LIAT agents before I am not sure if it is LIAT’s CR department policy to have one agent approaching Ms. Bennet to move me to the earlier LI771 flight. as your contact/case advisor but it really has helped me feel One said it was impossible and could not be bothered; the other reassured that LIAT was taking my complaint seriously - rather than tried but didn’t know how. having different advisors pick up my emails it was great to have Ms Bennet completed the “impossible” task in 5 minutes literally. one person to liaise with. I will like to commend Ms Bennet, and express my deep Karen has helped this process by keeping me updated, her appreciation and thanks to Ms. Bennet for the competent and professional approach, prompt responses to my emails/queries. efficient service she provided me when her other colleagues said If you have an employee recognition scheme I would like to it was “impossible”. nominate Karen as her handling of my case has definitely gone Ms. Bennet‘s knowledge of her job coupled with her pleasant along way in regaining my faith back in travelling with LIAT. disposition sets her apart by some distance from her colleagues. Thanks again Ms. Bennet and thanks LIAT for a safe trip. Regards Sharon Daley Cheers, Colin Clunis
Send us your feedback at
improvement@liat.com
Anniversaries MAY 2019 30 YEARS
Matthew Nelson Neil Stevens 25 YEARS Lester Evanson Roderick Heath
Grenada Antigua
Ramp Attendant Mechanic
Antigua Antigua
Catering Agent Technical Support Manager
Grenada Barbados St. Vincent Antigua
Ramp Attendant Marketing Associate Ramp Attendant Accounts Clerk - Indirect Channels
10 YEARS
Dishawn Grant Carol Jordan Anthony Findlay Sherrilyn Thomas
JUNE 2019 30 YEARS
Steadman Amory
Antigua
Captain
St. Vincent St. Vincent
Customer Service Supervisor Customer Service Agent
Antigua
Purchasing Officer
15 YEARS
Taireen Warren Natoya Edwards 10 YEARS Shawnell Barnes
35 YEARS
David Jemmott Chane Thomas
JULY 2019 Dominica Antigua
Customer Service Supervisor Customer Relations Manager
Carl Burke
Antigua
Captain
20 YEARS Lauriston Joseph Troy Bailey
Grenada Antigua
Clerk Manager Cargo & Quikpak
15 YEARS Kaishma Williams Colvin Brewster Winston Sutherland
St. Vincent Barbados St. Vincent
Customer Service Agent Senior Aircraft Mechanic Ramp Attendant
10 YEARS Shereese Thomas La’Toya Peters
Antigua Antigua
Supervisor Freight Accounts Clerk, Direct Channels
25 YEARS
Thank you for your hard work and commitment.
LIAT NEWS LIAT TOUCHES DOWN AT GUYANA CARNIVAL
LIAT was once again present at Guyana Carnival 2019 as the Official Regional Airline. The company sponsored the newest Carnival in the region which comprised of 9 days of fun, food and revelry. LIAT was also the named sponsor of the LIAT Touchdown Cooler Fete at HJ WaterWorld in Georgetown. The Cooler fete featured several DJ and Soca acts including DJ Private Ryan and Barbadian Soca artist ‘Marzville’. The fete which was attended by thousands of patrons was hailed as ‘one of the best fetes’ of the season. QUESTION OF THE MONTH
LIAT HOST WHAT’S ON 2019 IN GUYANA LIAT in partnership with the Antigua and Barbuda Tourism Authority (ABTA) hosted What’s On 2019. The event was geared to travel agents and the media to update on what LIAT was offering for the upcoming Sumnmer season as well as to showcase Antigua and Barbuda as a destination. The event saw presentations from Egbert Riley, Head of Sales and Marketing as well as Charmaine Spencer, Regional Marketing Consultant at the ABTA. The event which was held at the Pegasus Hotel also had giveaways which saw Micel Outridge winning a weekend getaway for two in Antigua.
Winner of Weekend Getaway for two to Antigua, Michel Outridge (left) with ABTA Regional Marketing Consultant Charmaine Spencer and LIAT’s Corporate Communications Manager Shavar Maloney
CAUGHT ON CAMERA
With summer around the corner, what would be one trip that you would recommend for your colleagues to do? Send us your answers at improvement@liat.com
WHAT DO YOU WANT TO SEE
We completed the 2019 Jump Seat survey and there were several recommendations. We are moving to implement your recommendations. However you have to particpate to make it happen. Click the email link to see the results from the survey. Congratulations to our winners: Aneil Maharaj Danica Carlton
On Tuesday 14th May, the Call Centre staff donated several items included food items, household items and toys for the children of CARE project. In picture: (from left) Dorian Whyte, Call Centre Agent ,Ineta Graham, Duty Manager, with Juliet Delabastide, Matron & Ms. Daniel, Operations Manager, CARE project.
HEALTH IS WEALTH You've probably heard countless times how exercise is "good for you." But did you know that it can actually help you feel good, too? Getting the right amount of exercise can rev up your energy levels and even help improve your mood. So get up and get moving today!
LIAT’s flights are so comfortable that you can have a quick nap onboard. Here First Officer Therron Charles ( left) and Manager of Training and Organisational Development Kim Burdon (right) were caught having a quick nap.
The Caribbean Airline
JUMP SEAT
Two Dominican children who were evacuated by LIAT relief flights stopped by to say ‘Thank You’ to LIAT. The children , Iakeda and Emmanuel Maynard accompanied by their mother Euann Joseph were thankful to Diana Cameron, Customer Service Manager who worked as support staff to the stations during the hurricane relief efforts and was there with the children on the flight. The children, who travelled as UMs to meet their Antiguan grandmother, were grateful and thanked DIana and LIAT for the opportunity to come to Antigua following the devastation caused by Hurricane Maria.
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