The Caribbean Airline
JUMP SEAT
ISSUE 170
CEO CALLS FOR CHANGE IN LETTER TO STAFF
CEO CALLS FOR CHANGE IN LETTER TO STAFF HOW’S BUSINESS
DEAR LIAT
ANNIVERSARIES
HR NEWS
Chief Executive Officer, Julie Reifer-Jones has called on staff to help bring about the change that is needed to face 2018. She made this call in her first “From The Desk of the CEO” letter. Mrs. Reifer-Jones noted that 2017 was a challenging year for the airline especially with the financial challenges as well as the impact of an active 2017 Hurricane Season. The CEO also noted the improvement of On Time Performance in 2017 over 2016. She noted that this was done through the effort of all staff. The OTP for the 2017 year overall was 68% which was higher compared to the previous year where it 49%. Mrs. Reifer-Jones noted that in addition to On Time Performance, the key areas of Customer Service and Performance Management will be in focus and there will be concentration in training for these areas for the staff. She called upon staff to continue their good work and reiterated the commitment of the Executive Management to listen and dialogue with them and once again invited them to submit their ideas and suggestions at improvement@liat.com.
LIAT EMPLOYEES CONTINUE TO BE RECOGNISED AND REWARDED Please E-mail you Jump Seat content or suggestion to the Editor - Shavar Maloney at this address: MaloneyS@liat.com
Left: Manager of Banking & Payroll Sharon Looby receives her ceritificate from CFO Rojer Inglis. Captain Donnie Emmanuel receives his gift from DFO Capt. Arthur Senhouse.
The Human Resource Department has continued to recognise and reward employees for their years of service to the company. Following the December 19th ceremony in Antigua, the Department has sought to go out into Departments to distribute awards and recognise the staff. HR Manager Gail Bullen noted that while the recognition has been long in coming, the Department is committed to reaching out to staff and saying thank you from the company. The distribution continues in February and March across the network.
How’s Business? ON-TIME PERFORMANCE DECEMBER
YEAR IN REVIEW
2016
2017
2016
2017
3 MINS
15.9%
42.6%
32.3%
52.1%
15 MINS
30.3%
61.1%
48.4%
68.3%
ON TIME PERFORMANCE
RELIABILTY
GREAT CUSTOMER SERVICE
LIAT TO IMPLEMENT BAGGAGE TRACKING SYSTEM In 2018, LIAT will implement a new baggage tracking system as it works to implement IATA Resolution 753. IATA Resolution 753 aims to reduce the number of lost or delayed pieces of baggage by keeping track of them at every stage of their journey, by maintaining a strict ‘chain of custody’ as bags are handed over during the various phases of travel. This will lead to a better customer experience and reduce the costs involved in tracing, retrieving and delivering missing or delayed bags. Resolution 753 becomes effective on 1st June 2018. It was initially requested by airline members and approved by the Joint Passenger Services Conference (JPSC) in 2013. IATA has mandated that all airlines must be able to provide to their customers with information on where their bags are at all times. This means that a system must be in place to support the staff in having this information. The new baggage tracking system is expected to give baggage location information in real time. LIAT’s staff will now be better equipped to advise customers on the location of their bags and significantly reduce if not eliminate bags being loaded onto the wrong aircraft. Passengers can be assured their bag can be easily located if they are mishandled or short shipped. The system will work with these basic steps: * The checked bag will be added to the tracking system at check-in. * The bag then gets scanned in the baggage make up area to be placed on the respective flights. * If the bag requires a transfer upon arrival at a downline station, it is scanned at the transfer point. * If no transfer is required the bag is finally scanned when placed on the baggage carousel at the destination airport. LIAT is expected to implement the system at the start of the second quarter of 2018 so that any issues can be addressed before the mandatory implementation date.
WHAT DO YOU WANT TO SEE Take the Jump Seat Survey and tell us more of what you want to see! Survey will be sent on Monday 12th February and will be open for 2 weeks.
Dear LIAT In this issue we share our vision, our purpose and our brand promise. Let us look at these as we each play a role in ensuring that LIAT is the airline of choice! THANK YOU FOR YOUR HARD WORK!
Our Vision We aspire to be the Caribbean airline of choice connecting the people and communities that we serve safely, reliably and profitably with excellent customer service at an affordable price.
Our Purpose “Connecting the Caribbean” We exist to fuel the potential of Caribbean people by connecting them to the world, their dreams and their aspirations.
Our Brand Promise “Caring for you as you travel” - We recognise that our connection with people is our most valuable asset.
Send us your feedback at
improvement@liat.com
Anniversaries JANUARY 2018
35 YEARS
Morrison Baltimore
Antigua
Technical Records Clerk
Amethyst Phipps
Antigua
Cabin Crew
Antigua Antigua Antigua Antigua
Captain Supervisor HR Officer Messenger/Driver
Barbados
Ramp Coordinator
Garth Forde Sonya John
Trinidad Antigua
Christopher Wigey
Barbados
Aircraft Engineer Executive Manager Airports & Customer service First Officer
25 YEARS
20 YEARS
Robert Labadie Alecia Facey Marcia Honore-James Michael Oliver 15 YEARS
Richard Oxley 10 YEARS
FEBRUARY 2018 10 YEARS
Euston Dickenson Rawle Francis Sean Henville Valerie Hogan Lor-anne Howard Phalicia Jessamy Winall Joshua Nabia Martin Dean Richards
Antigua Antigua Antigua Trinidad Barbados Barbados Antigua Antigua Barbados
Cabin Crew First Officer First Officer Passenger Service Coordinator Cabin Crew Cabin Crew First Officer Cabin Crew First Officer
Thank you for your hard work and commitment. 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.
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HR NEWS HR CONTINUES AWARDS PROGRAMME The Human Resource Department will this year continue the expansion of the Employee Reward and Recognition Programme. Following the Mislestone Awards and Customer Service Pride Awards, the Department hopes to continue with the implementation of new awards as a way to appreciate staff and their contributions. The Department continues to encourage staff to nominate their colleagues for the Customer Service Pride Awards as well as giving On the Spot awards from Managers to recognise situations where staff have worked well. The ERRP Programme was restarted following a period of dormancy and recognises staff for their milestones as well as other achievements.
Capt. Ayesha Green receives her pin from HR Manager, Allison Benjamin in the flight deck.
Have you nominated a colleague for ERRP? Nominations are open for the first quarter of 2018! Recognize a colleague on the front line or internally who gives a great LIAT Experience. Nominations close March 31st, 2018. CUSTOMER SERVICE INITIATIVES TAKE OFF
Customer Service Tip of the Month
The Customer Service Initiatives have kicked off for 2018. The initiatives which are being guided by Customer Service Manager, Diana Cameron will see workshops and training for a number of stations and departments within the LIAT network. The initiative saw the first of the Team Improvement Workshops starting in Antigua. The workshops are being held to improve the working relationship between LIAT and Ground Handler teams in order to lay the foundation for strengthening customer service standards and compliance with Service Level Agreements. The next stations to have these workshops will be Barbados and Trinidad. Also there will be Airports Customer Service Training across the network this year which will imclude customer service standards, soft skills, policies & procedures, baggage policies and procedures and conflict resolution. These initiatives form a part of the Commercial plan to help re-establish customer confidence in LIAT and improve the company’s image.
Enter the mind of your customer: As a service representative, you are the one who interacts most with the customers. You need to understand how a customer thinks. Put yourself in his shoes and think how you would have reacted had you been in the situation that he is facing at present. CAUGHT ON CAMERA All smiles from the crew of LI 521 out of St. Kitts. (L-R) F/O Dave Singh, F/A Kemberly Greenway, F/A Vonette Dash and Capt. Neil Coleman .
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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