The Caribbean Airline
JUMP SEAT
ISSUE 181
DISCUSSIONS REMAIN ONGOING SAYS CEO
DISCUSSIONS REMAIN ONGOING SAYS CEO HOW’S BUSINESS
DEAR LIAT
ANNIVERSARIES
LIAT NEWS
The discussions for the way forward for LIAT are still ongoing. This was shared by Chief Executive Officer, Julie Reifer-Jones. Mrs. Reifer-Jones stated that the shareholder governments are still in discussions on the next steps for the airline. Following the meeting with stakeholders including the unions representing LIAT employees, the company is aiming to save US$7 million in annual expenses. Mrs. Reifer-Jones noted that this is important in light of the way the company aims to go, especially as it moves to restructure. She noted that efficiency and sustainability were part of what the focus for 2019 would be. While there remains a cloud of uncertainty, Mrs Reifer-Jones urged all employees to continue performing so that the customers of the airline could remain confident in the service they were receiving. She assured that timely updates would be given to staff as the shareholders agreed on proposed mesasures.
HAPPY RETIREMENT COLEEN
Please E-mail your Jump Seat content or suggestion to the Editor - Shavar Maloney at this address: MaloneyS@liat.com
Coleen Browne receives her 40th anniversary certificate from CEO Julie Reifer-Jones. (See link for more pictures)
On February 28th, LIAT wished Happy Retirement to its longest serving Cabin Crew Member, Coleen Brown. Coleen joined LIAT at the age of 19 years on the 10th September 1973 as a Cabin Crew Member. She was laid off briefly and returned on the 13th November 1975. She was appointed as Cabin Crew trainer on the 11th December 1979 and served until her retirement. Coleen also served in several other capacities including President of the Leeward Islands Flight Attendant Association. Coleen served LIAT selflessly for 46 years. She has been instrumental in shaping and developing our Cabin Crew and was a mentor and coach to many. WE WISH HER ALL THE BEST ON HER RETIREMENT!
How’s Business? ON-TIME PERFORMANCE FEBRUARY
MARCH
2017
2018
2019
2017
2018
2019
3 MINS
57.1%
71.3%
73.1%
50.1%
70.2%
64.6%
15 MINS
57.2%
83.8%
84.5%
67.1%
83.0%
78.3%
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 FLIGHTSTATS.com
OAG Ontime Reports
(Ranked out of 15 airlines)
(Ranked out of 40 airlines)
January 2019 February 2019 March 2019
5th 5th 12th
11th 9th 22nd
The independent reports can be viewed online at: www.flightsstats.com and https://www.oag.com/
LOAD FACTOR FEBRUARY 2019
MARCH 2019
Number of seats available
114,484
122,800
Revenue Passengers
61,298
73,188
Average Load Factor
53.99%
60.03%
BREAKEVEN LOAD FACTOR 74%
CATCH UP WITH WHAT’S HAPPENING IN
ZING
YOUR COMPLIMENTARY MAGAZINE
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 wish to commend Valiski Bernard whom I met on a recent flight from St. Vincent to Barbados. She is everything a stewardess should be. In over 50 years of flying with LIAT I have encountered the good, the bad and the indifferent but few have impressed me as Ms. Bernard has done. I do hope that LIAT will be able to retain her services and to recognise her outstanding qualities. Indeed I believe that she would be ideally suited to the training of cabin crew. Yours sincerely Margaret-Ann Eustace
I would like to commend the excellent service rendered by Nicky at the Call Centre in Antigua. I recently called to make a reservation from the British Virgin Islands to take advantage of a promotional code attached to travel for an upcoming regional meeting. Thus forced to call Antigua at greater cost for the call, I was pleased with the level of service and degree of care. She followed up over the weekend to ensure that the reservation, which was initially held, was completed. I express my sincerest appreciation to her and would be grateful if this commendation was shared with her.
Right: Cabin Crew Member Valiski Bernard
On Sunday 30th Dec', before boarding the last LIAT flight to St.Vincent from Barbados I carelessly left my cell-phone in one of the trays going through the X-Ray machine. I was unaware of my carelessness until I went to put my phone in the ' Flight Mode ' after boarding the LIAT flight. This was the ' last straw ' on what had been a very stressful journey from London. The loss of my phone was a disaster as it contained lots of data and information I needed for my stay of several months in the Grenadines. On arrival at Argyle airport the Customs Officer sent me to Departures to speak to a LIAT employee for help. There I met Nysha(Gonsalves)). Nysha took some details and said she would contact Barbados security and keep in touch with me. Over the next few days I believe Nysha spent a lot of time on my behalf dealing with Barbados Security who were not always helpful. The bottom line was that eventually another LIAT employee in Barbados retrieved the phone and put it on a flight to SVG. There Nysha put it on a flight to Bequia where I picked it up on Thursday. So, this is a great big thank you to your staff and best wishes for a Happy New Year. Leslie Smith Left: Nyasha Gonsalves
Yours sincerely, Joseph Smith Abbott
My name is Donna and I flew with your airline to Grenada on Friday. I wanted to tell you how professional and courteous your staff was that day. I’m a nervous flier already, and after coupling that with not eating a good breakfast and being hot, I fainted while waiting in line to check in. Two other guests noticed this immediately and rushed to my aid, one running to grab water from the diner around the corner. When your staff noticed what was happening, they rushed over as well. I couldn’t get everyone’s name, but one lady in particular, Joy (Thomas) was an absolute angel to me. As embarrassing as the situation was for me, she was so kind and did what she could to make sure I was well enough to fly and didn’t feel ostrisized by my predicament. Once she was confident I was ok to fly, she personally assisted me with check in, tagging my luggage, walked me to the diner to get a good meal, checked on me again while I was waiting in the lobby, and assisted me with boarding the plane. I hope that someone is able to let her and the other ladies working that day know how truly appreciative I am. The whole incident made me further realize why I love St Thomas and the beautiful people here. And now I love Liat Airlines the same. I look forward to flying with your airline as much as I’m able to travel in the future. Thank you, Donna Casalenuovo
I would like to thank your company personnel James Hunkins for his excellent support. He was very helpful and guided me on how to get my boxes. He let me know all the important information I needed to provide. I am a busy medical student and I urgently required those boxes. He was extremely attentive and he listened to all my concerns with a great deal of patience. Please accept my gratitude towards him for his speedy and efficient services. I was able to get them thanks to his attentive and alert presence. I would especially like to commend him for his professionalism and superlative skills. Yours sincerely Mfonobong David
Right: Joy Thomas St. Thomas
Send us your feedback at
improvement@liat.com
Anniversaries MARCH 2019 20 YEARS
Raymond Warrington
Dominica
Area Manager
Barbados Barbados
Account Sales Associate Accounts Assistant
Antigua Antigua Antigua Antigua
Manager, Operations Control Lease Returns Supervisor Maintenance Control Clerk Ground Support Equipment Mechanic
15 YEARS
Cecile Marshall-Barrow Kim Walcott 10 YEARS Dhanash Rhamdath Maureen Edwards Shunette Roache Calvin Cabrall
APRIL 2019 30 YEARS
Laureen Salim Jerry Fouchong Nicolette Coomansingh
Grenada Grenada Grenada
Customer Service Supervisor Customer Service Supervisor Customer Service Agent
Thank you for your hard work and commitment. ANDREW RETIRES AFTER YEARS OF DEDICATED SERVICE February 25th was a day of celebration in Grenada as colleagues bade happy retirement to one of their own, Norris Andrew. The staff came together to have a farewell celebration at the Maurice Bishop International Airport. LIAT was represented by Regional Customer Service & Ground Operations Manager Oliver Haywood and Corporate Communications Manager, Shavar Maloney. Mr. Haywood commended Norris for his dedicated service to the company, noting that his colleagues noted Norris’ commitment and his immaculate attendance record even through the turbulent times at the company. Norris received several gifts included a limited edition Dash 8 model aircraft. The celebration concluded with a delicious lunch which included Grenada’s national dish Oil Down and Grenadian Tania Log. Norris joined LIAT on 1st November 1988 and retired at the end of February. We wish him the best! DID YOU KNOW... While Guyana Carnival is a new addition to its events calendar, Guyana has celebrated Mashramani every year. Mashramani, often abbreviated to DID "Mash", is an annual festival that celebrates Guyana becoming a YOU KNOW? Republic in 1970. The festival, usually held on 23 February – Guyanese Republic Day – includes a colourful parade, music, games and cooking and is intended to commemorate the "Birth of the Republic".
Norris receives one of his gifts from Valarie Brewster
LIAT NEWS NEW HR MANAGER FOR IR/ER
The Human Resource Department has a new Manager for Industrial and Employee Relations. Mrs. Samantha May-Francis replaces Ms. Gail Bullen who resigned last year. Mrs. May-Francis holds a Bachelors of Law as well as a Masters in Business Administration. She has vast experience in industrial and employment law. WE WELCOME MRS MAY-FRANCIS!
ENGINEERING INFORMS ABOUT AMOS As preparation work continues to move towards the implementation of the AMOS system, the Maintenance & Engineering has produced a newsletter to inform about the new system. The LIAT M & E Amos Newsletter is produced by members of the Amos Implementation Project with the aim of informing about the new system and its implementation. AMOS is an MRO software which allows customers to successfully manage their maintenance, engineering and logistics needs and to assure their compliance with a complex system of aviation regulations. LIAT will join airlines such as Iberia and Thomas Cook which use this software. It is expected to improve efficency within the Maintencace and Engineering Department.
Have you nominated a colleague for ERRP? Nominations are open for the second quarter of 2019! Recognize a colleague on the front line or internally who gives a great LIAT Experience. E-mail your forms to errp@liat.com QUESTION OF THE MONTH
CAUGHT ON CAMERA
We want your honest opinions on issues. Part of the CEO’s focus for 2019 is cost cutting where possible. What is one cost cutting measure that can be implmented in your department? Send us your feedback at improvement@liat.com.
WHAT DO YOU WANT TO SEE
Top Left: Natalie Franlin poses with Barbados’ PM Mia Mottley. Top Right: Cabin Crew Members Sheree Elder and Angelique Dulices along with Capt Neil Cave chat with the PM.
Thanks to all our participants in the 2019 Jump Seat Survey. The responses are being analysed to ensure a better Jump Seat for you. Our winners will be announced in the next issue.
HEALTH IS WEALTH Managing stress is an important part of living a healthy life. We look at a few tips to manage stress: Tip Tip Tip Tip Tip
1: 2: 3: 4: 5:
Identify the sources of stress in your life Practice the 4 A’s of stress management Get moving Connect to others Make time for fun and relaxation
Read more on the link provided
It’s all about teams. Above: Members from our SVD Team, past and present. Right: Our Call Centre Team at Valentines.
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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