Jump Seat February 2018

The Caribbean Airline

JUMP SEAT

ISSUE 171

LIAT RANKED #2 IN JANUARY

LIAT RANKED #2

HOW’S BUSINESS

LIAT was ranked number two in On-Time Performance among Regional Airlines for January 2018. This was posted by flighstats.com which tracks flights across the world. The ranking showed LIAT being number two in the region following a strong showing in January. LIAT beat out airlines such as LATAM, TACA and Caribbean Airlines to claim the number two position. The number one position went to Austral which is based in Argentina.

DEAR LIAT

ANNIVERSARIES

HR NEWS

Information from flightstats.com

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

LIAT PARTNERS FOR FESTIVALS LIAT has once again partnered with authorities across the region to help promote the culture of the islands. From February 7-11th, a two member LIAT Team comprising Corporate Communications Manager Shavar Maloney and Marketing Associate Carol Jordan, travelled to Trinidad for a joint promotion with the Antigua and Barbuda Tourism Authority for Antigua Carnival 2018.

The company is also having two promotions where persons purchasing tickets before March 31st to Antigua Carnival or Spice Mas Grenada will receive ten percent off LIAT fares.

LIAT and the ABTA team at Power 102 FM in Trinidad promoting Antigua Carnival 2018.

How’s Business?

OUR ON-TIME PERFORMANCE JAN 2016

JAN 2017

JAN 2018

3 MINS

26.9%

42.3%

66.4%

15 MINS

42.7%

57.1%

80.8%

ON TIME PERFORMANCE

RELIABILTY

GREAT CUSTOMER SERVICE

FINANCE DEPARTMENT CELBRATES LOVE DAY The Staff of the Finance and ICT Department were treated to Valentines goodies as the department celebrated Valentine’s Day. The staff in the department received mini treat bags with choclate, toffees and other sweet goodies.

Here are some of the highlights:

WHAT DO YOU WANT TO SEE? Take the Jump Seat Survey and tell us more of what you want to see!

Survey opens on Monday 12th February and closes Monday March 19th.

Dear LIAT In this issue we share some of the online reviews.

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 LIAT, I just wanted to thank the airline for consistently providing me pleasant online travel. I flew Barbados-St. Vincent-Trinidad on January 2nd 2018 and again most recently to Barbados-Dominica and returned Dominica-Barbados-Trinidad (19-21 February 2018) Karen Lee Lum Trinidad

“So much better than expected” Having read all the reviews I was very anxious about our flight from Barbados to Grenada. I needn’t have worried - our outward bound flight arrived 10 mins early and our return was about 20 minutes late (but that’s neither here no there). On both legs of our journey our bags arrived quickly and both the check in staff and cabin crew were pleasant and efficient.

I’d definitely fly liat again.

Kathryn McP. United Kingdom “Great First Time Flight with LIAT” Needless to say, after hearing so many negative reviews, I was worried about flying with LIAT for the first time.

Our flight was on time, smooth and quick. It was great. The attendants were very nice and the plane was great.

“Improved Service and Reliability” I travelled onboard LIAT last summer for my Regional Carnival runs between Vincy Mas, Crop Over and Spice Mas. I certainly enjoyed all of my trips with Liat as each leg was smooth and uneventful.

Over the years, Liat has certainly improved their service to the Caribbean with improvements in customer service, reduced baggage loss and gradually getting better with the time reliance.

I must say all on board hosts and hostesses were polite and friendly and answered all of the questions as asked. I cannot complain about their quality of service.

Chad B. Bridgetown, Barbados

I would definitely fly LIAT again on another island hopping adventure.

Tania Toronto Canada “Way exceeded expectations ” Today we flew from Antigua to Barbados via Dominica. Previous reviews had prepared us for delays, bad service and lost luggage. Our experience was the complete opposite. The staff were polite at check in, we departed punctually and the bags were on the conveyer belt as we exited customs.

The plane was new, an ATR42 600 and the staff were charming, good ambassadors for the airline.

Maybe we were lucky but overall a very pleasant experience.

Paul N. UK Send us your feedback at

improvement@liat.com

Anniversaries MARCH 2017 35 YEARS Ishmael Christopher

Antigua

Senior Mechanic

Antigua

Senior Mechanic

Antigua

Receiving Officer

Trinidad Antigua Antigua Antigua Barbados Antigua Antigua Antigua

Aircraft Mechanic Cabin Crew Cabin Crew Cabin Crew Cabin Crew Cabin Crew Assistant Crew Planning Officer Flight Operations Officer

30 YEARS Eugene Roberts 25 YEARS Franki Gordon 10 YEARS Dion Bhikie Kishma Henry Keisha Moses Kortensia Moses Mahala Riley Aliya Rodrigues Clicy Moore Larry Frederick

Thank you for your hard work and commitment.

ERROL SAYS FAREWELL AFTER 46 YEARS Mr. Errol Hodge, Executive Manager of Maintenance and Engineering spent his last day on the job on February 28. Mr. Hodge joined LIAT in 1971 as a junior mechanic and has held several positions in the company. Mr. Hodge stated that he wanted to be a pilot but his father could not afford to send him to flight school. He noted however, he has never regretted joining the Engineering department. Mr. Hodge, who is an avid golfer, is married to Mrs. Generis Taylor-Hodge, who is a retired LIAT employee.

HAPPY RETIREMENT ERROL!

http://ta-emags.com/V1/Z

HR NEWS

CAUGHT ON CAMERA

Human Resource Department Unveils New Awards

The Human Resource Department has listed several new awards under the Emplyee Reward and Recognition Programme. In a memo to the staff, HR Manager for Industrial and Employee Relations, Gail Bullen noted that staff will be recognised in different areas. In addition to the Customer Service Pride Award and Milestone Awards, there will be the Cabin Crew memebers Euston Dickenson (left) and Patricia LIAT Pride -Annual Corporate Award, the Top Performer of the Rouxelin-Lorde (right) receive their Milestone Awards.

Year Award and Academic Achievements.

Staff are encourage to nominate persons for the different awards and nominations forms will be available from March 2018.

The Employee Reward and Recognition Programme is overseen by the HR Department and awards are done on a quarterly and annual basis.

Marcellus Joseph of Engineering receives certificate and gift for Area Manager, Martinique 20 years of Odile Jean-Marie shares a service to Capts. Jeffrey and Vanessa Kelsick picture with Capt. Dean LIAT. Whitehead and F/O Peter took part in the AUA Rohrman Triathlon in Antigua on Feb. 17th. Murray along with Customer Agent Natoya Photo compliments Capt. D. Service Edwards in SVD. Whitehead.

CUSTOMER SERVICE TRAINING CONTINUES The Customer Service training programme for LIAT continues in Antigua and will be expanded throughout the network in the upcoming months. The training which covers several modules is geared towards raising the customer service level within the company so that an improved LIAT service is enjoyed by all.

The training is being delivered by the Training Department in conjunction with Customer Service Manager Ms. Diana Cameron.

Left and below: LIAT and ground handling staff in ANU at training session

CUSTOMER SERVICE TIP OF THE MONTH Show Respect Customer service can often involve emotions, so it is important to make sure you are always polite, courteous and respectful. Do not let your own negative emotions override the delivery of excellent customer service (both internal and external).

Above: Customer Service Manager, Diana Cameron listens to question from a staff member while discussing Unaccompanied Minors.

Being respectful starts with a basic consideration of other people's feelings. Ask yourself how you would want to be treated in a given situation, and make an effort to treat other people that way. Let us strive to treat each other, our partners and our customers - with respect and courtesy.

The Caribbean Airline

JUMP SEAT

FOLLOW US ONLINE www.facebook.com/liatairline www.twitter.com/liatairline www.instagram.com/liatairline

Tell us what you want to see from Jump Seat. Email your content and suggestions to Maloneys@liat.com.