Jump Seat August 2017

The Caribbean Airline

JUMP SEAT

ISSUE 166

REIFER-JONES BECOMES FIRST WOMAN AS CEO LIAT LAUNCHES INTERLINE E-TICKETING

HOW’S BUSINESS

REIFER-JONES BECOMES FIRST WOMAN AS CEO OF LIAT DEAR LIAT

ANNIVERSARIES

HR NEWS

The Board of Directors of LIAT, The Caribbean Airline, confirmed the appointment of Mrs. Julie Reifer-Jones as Chief Executive Officer on August 1st, 2017.Mrs.Reifer-Jones joined LIAT as Chief Financial Officer in December 2008.

Mrs. Reifer-Jones graduated from the University of the West Indies with a BSc in Management Studies. She is a Fellow of the Association of Chartered Certified Accountants and a member of the Institute of Chartered Accountants of Barbados.

Prior to joining LIAT, Mrs. Reifer-Jones has held several senior finance positions and has more than 25 years of experience in the field of banking, finance, and management. Mrs. Reifer-Jones is also an avid sports fan with a keen interest in cricket, basketball and track and field.

LIAT MELTING POT HAILED AS A “SUCCESSFUL” SHOW

Please E-mail you Jump Seat content or suggestion to the Editor - Shavar Maloney at this address: MaloneyS@liat.com

The LIAT Caribbean Melting Pot was hailed as one of the most successful shows for Antigua’s 2017 Carnival. The show took place on Wednesday 2nd August, 2017 at Carnival City, Antigua Recreation Ground. The show which started promptly at 9pm saw performances from an Antiguan cast including Menace, Zamoni, Supa Mario, Claudette ‘CP’ Peters, Tian Winter, Ricardo Drue and Burning Flames and regional acts Tarrus Riley and Movado from Jamaica. The show was said to have attracted one of the largest crowds for the 60th Anniversary celebrations for Carnival.

LIAT also hosted its top corporate clients and travel agents at the LIAT VIP Lounge which also gave stageside access to see the acts up close and personal. Several staff members won tickets to experience this year’s show and are looking forward to next year’s. LIAT Caribbean Melting Pot was organised by the Antigua and Barbuda Festivals Commision with LIAT as the title sponsor.

Left: Antigua’s 2016 Jumpy Soca Monarch Tian Winter.

Right: Reggae Artist Taurrus Riley.

http://goo.gl/photos/sEc5qn3qVrhtNXs8A

How’s Business?

ON-TIME PERFORMANCE JULY 2016

2017

3 MINS

21.6%

53.1%

15 MINS

38.5%

72.9%

INDUSTRY STANDARD 85%

ON TIME PERFORMANCE

RELIABILTY

JONES SUCCESSFULLY COMPLETES SECURITY COURSE

GREAT CUSTOMER SERVICE

LIAT FEATURED IN MARTINIQUE AIRPORT NEWSLETTER

Mrs. Giffer Jones from the security department successfully completed a six-week course on Caribbean Defense and Security hosted by the William J. Perry Centre for Hemispheric Defense Studies at the National Defense University (NDU) in Washington, USA. The course which was fully sponsored by the US Government was conducted in two phases over a six-week period. The first four weeks of phase one were via distance learning and the last two weeks were a resident phase in Washington from 17 - 28 July 2017. https://drive.google.com/file/d/0B4Bti-n9ohMGVnh3MVhWNTRuY0U/view?usp=sharing The Course had participants from police, active military personnel, NGO and think tank staff, Ministries of Defense/National Security personnel, members of the business community, educators, researchers, etc. The objective of the course was to help participants develop and expand their competence in analyzing issues and working with policy, strategy, planning, and resource management in the security and defense sectors. Participants study international and national security environments and processes; defense and security policy formulation and implementation; resource management; transnational security issues; and inter agency and international coordination.

The course highlighted the issues and challenges confronting the English-speaking nations of the Caribbean region.

The CEO, Director of HR and the Security Manager have all extended congratulations to Mrs. Jones on her achievement of successfully completing the course. In her congratulatory letter to Mrs. Jones, the Director of HR, said "this achievement will complement your knowledge, skills and abilities (KSAs) and ultimately enhance your performance and career path. I encourage you to continue to strive towards further personal development."

In Photo to the right: Mrs. Giffer Jones - Front Row - 2nd from right

VERNE RETIRES AFTER 44 YEARS OF SERVICE TO LIAT Groups Desk Supervisor Verne Lake officially retired this July after 44 years with the company. Ms. Lake joined LIAT in 1973 and has worked in various departments with Reservations being her longest. The Call Centre organised and held a retirement social for Verne at the Sealy Building on Monday 31st July with speeches given by CEO Mrs. Julie Reifer-Jones, HR Manager Gail Bullen, Call Centre Manager Janet L to R: Director of HR, Ilean Ramsey, Verne Lake, Groups Desk Supervisor and CEO, Julie Reifer-Jones after presentation of ATR as a gift from the company.

Adams-Watkins as well as her colleagues. Ms. Lake thanked her colleagues for their support and wished the company all the best for the future.

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!

Dear Sirs

Dear LIAT, I want to thank You for the wonderful customer service.

I forgot my luggage at San Juan Airport TSA security control point. Thanks to Ledynette Ortiz and her professional customer service, I could get my hand luggage back.

I really appreciate Your help and efforts. Everything went well and there were no surprises.We are so happy, that we have chosen to fly LIAT. Again, thank You LIAT and thank You Ledynette Ortiz.

Kind regards Evren Alper

Subject: Excellent Customer Service – Ms. Shantelle Brathwaite I travelled via LIAT to Guyana in April 2017 through Grantley Adams International Airport (GAIA).

I feel compelled to write to expressed my deepest appreciation of the excellent service that was delivered by Ms. shantelle Brathwaite, Passenger Service Agent. She is the epitome of the kind of service excellence that should be the standard for all LIAT representatives.

I hope that you would formally recognize Ms. Brathwaite’s excellent performance.

Yours truly, Dr. Akhentoolove Corbin

Passenger

Dear LIAT I just returned to Barbados (my home) on Flight 512 from Guyana. This was after my flight was cancelled on Wednesday night, my re-scheduled flight yesterday afternoon was delayed to Guyana and this returned was also delayed.

It was therefore a lovely surprise to received one of the best hospitality I have ever received in the air. There were twin hostesses Kimberley and her sister Kelly . They had been flying all day and were exhausted but they were so pleasant and accomodating ( a dying art in the service industry in Barbados).

I would like to request that LIAT does something special for both of them and congratulate them in front of their colleagues.

Regards Denise Young- Browne

Good day, I traveled on LIAT from Trinidad to Antigua on Thursday June 15th, 2017. My return flight was scheduled for June 19th.

However, due to bad weather in Trinidad on June 19th the flight from Antigua was cancelled.

I was scheduled to travel from Trinidad to Miami on June 20th. On June 20th I went to the V C Bird Airport in Antigua at 8 A.M. I wanted to leave Antigua to connect with my 3:25 p m flight to Miami on that day. I boarded a LIAT flight from Antigua to Trinidad on June 20th. I was bumped from this flight in Grenada. I had to remain in Grenada from 1 p.m. until the next flight at 10:10 p.m.

The LIAT representative in Grenada, Ms. Shemil Franklyn was very sympathetic and helpful. She secured my seat on the 10:10 p.m. flight to Trinidad. She even confirmed my return flight on American Airlines from Trinidad to Miami and presented me with my Boarding Pass for my flight to Miami.

Ms. Franklyn went above and beyond her call of duty to assist me. I told her that when I returned home I would send an email recognizing her exceptional service. It is not everyday that I meet a worker like Shemil.

I am very proud of the service provided by your airline and would use the service in the future.

Thanks, Claudette Antoine

Send us your feedback at

improvement@liat.com

Anniversaries JULY 2017 30 YEARS David Isaac

Antigua

Regional Manager - North

25 YEARS

Richard Morris

Barbados

Captain

20 YEARS Dalton Scholar Lois Hughes-Grant

Antigua Antigua

Senior Mechanic Manager, Management Accounting

St. Vincent St. Lucia Barbados Antigua

Customer Service Supervisor Baggage Attendant Cabin Crew Captain

15 YEARS Carvus Trimmingham Cornelius Lawrence Marian Rosemond Simon Butler

Thank you for your hard work and commitment.

HAPPY BIRTHDAY LIAT LIAT will celebrate 61 years this October. Send us your suggestions on how we can celebrate at improvement@liat.com

http://ta-emags.com/V1/Zing/Z38/

HOW CAN WE REACH THE COMMUNITY? As part of our Corporate Social Responsibility LIAT will like to do more for our communities across the region.

We are giving you the opportunity to propose community projects that we can work on. The projects should respond to local needs, have a major positive impact on the community and be able to facilitate staff participation. Proposals may be sent to improvement@liat.com .

We look forward to seeing your proposals.

http://ta-emags.com/V1/Zing/Z38/

HR NEWS

LUNCH AND LEARN HAILED AS SUCCESS

The Lunch and Learn series under the theme “Cultivating a Culture of Continuous Learning” has been hailed a sucess by the Human Resource Department. The series saw several guest speakers covering a wide range of topics including Finances and Retirement Planning, Managing Your Emotions and Effective Communication. The series was planned to cover a three month period and despite some setbacks, it will be completed this August. Marisa Thomas of the HR Department spearheaded the planning and hopes to expand the programme to other parts of the network.

LIAT FOCUSES ON CUSTOMER SERVICE

Meet Diana Cameron who has been appointed as Customer Service Manager.

As Customer Service Manager, Diana is responsible for reinforcing customer standards, developing and upgrading customer service policies and procedures. The main customer service focus at this time is at our airports so you will see Diana throughout the network especially during peak season.

When speaking with Diana she stated that "traditionally the airline has been operation focused as a result we have a lot of staff who are excellent at operations. In order to shift the focus we have to make Customer Service our priority through training, coaching, monitoring and reinforcement.”

If you have any customer service improvement suggestions please feel free to email them to our Customer Service Manager at camerond@liat.com.

Have you nominated a colleague for ERRP?

Nominations close for the third quarter in September 2017!

Recognize a colleague on the front line or internally who has given a great LIAT Experience. For morinformation, speak to your mager or contact the HR Department.

10 RULES OF EMAIL ETIQUETTE

1. Always respond. Always acknowledged the receipt of an email and mark it for follow up. DO respond within 24-48 hours with contacts.

2. DO spell-check and read over your messages before sending.

3.DO NOT use fancy fonts or formatting. The standard LIAT font is Verdana. Also there is no need for italics and underline.

Use of bold is acceptable.

4. DO NOT USE ALL CAPS. This is considered yelling and inappropriate. The only time this should be done is in a Movement Message not regular day to day emails.

5. DO ensure that you are sending the email to the right person. Several persons in the company have the same last names or first names. Always double check before you send an email.

6. DO keep your emails somewhat short and to-the-point.

7. Use appropriate tone. Be careful and be correct with your tone.

8. Only one topic per message. You will find the responses to your emails go way up when you break your emails into a single message for each topic.

9. Remember it’s not private. Your company email belongs to the company. Never write in email anything that is embarrassing to you or your recipient, inappropriate, bigoted, illegal, or stupid.

10. Utilize your LIAT e-mail signature.

PRAY FOR HONORA

Ms. Honora Thomas, Payroll Officer was involved in a road accident on Monday August 7th in Johnson’s Point, Antigua.

Her three year old daughter Jadianne and aunt were also involved in the accident.

Sadly, Honora’s daughter died as a result of her injuries.

Honora is currently conscious and was treated for serious injuries at the Mount St. John’s Medical Centre where she was warded for the last few weeks. She has been released and is currently at home.

Our prayers are with Honora, her family and close work colleagues at this time of grief and pain.

Staff who would like to send get well cards and balloons to Honora can send them to Human Resource Department, Antigua and they will be delivered to Honora.

The company will provide an update as it relates to any support we can provide to our fellow employee.

The Caribbean Airline

JUMP SEAT

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