Jump Seat January 2019

The Caribbean Airline

JUMP SEAT

ISSUE 180

LIAT PROJECTS PROFIT FOR 2019

LIAT PROJECTS PROFIT FOR 2019 HOW’S BUSINESS

DEAR LIAT

ANNIVERSARIES

LIAT NEWS

LIAT is expected to make a profit of EC$1.9 million for 2019. This was revealed by Chief Executive Officer, Julie Reifer-Jones in her monthly letter ‘From the Desk of the CEO’.

Mrs. Reifer-Jones noted that while such a profit is small compared to other expenses within the company, it was a step in the right direction. Mrs. Jones noted several factors were contributing to this projection included the improved On Time Performance and Customer Service as well as the CDB Loan being assumed by shareholder governments.

The CEO also indicated that this year in addition to On Time Performance and Customer Service, there would be a focus on Efficiency and Profitability. She outlined the steps being made under the Restructuring Plan to improve in those areas.

LIAT will this year celebrate 63 years of flying in the Caribbean. Founded in 1956, the airline operates to 15 destinations and has a fleet of 10 ATR aircraft.

TRAINING FOR MANAGERS & SUPERVISORS HELD

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

Managers and supervisors from the company opened the new year with training to develop their skills. The company launched its Management training classes which are designed to provide a review of the soft skills necessary for effective management in a performance management environment. The training, which was held January 7th - 11th and January 14th to 18th, was conducted by Cohen and Klein Consulting Inc and covered several topics including effective communication for the workplace, conflict resolution and meeting management.

The second cohort of managers and supervisors from the Management Training course held in Antigua from January 14th to 18th.

How’s Business?

ON-TIME PERFORMANCE YEAR IN REVIEW

JANUARY

2016

2017

2018

2016

2017

2018

2019

3 MINS

32.3%

52.1%

69.0%

26.9%

42.3%

66.4%

67.7%

15 MINS

48.4%

68.3%

83.0%

42.7%

57.1%

80.8%

82.2%

INDUSTRY STANDARD 85%

ON TIME PERFORMANCE

RELIABILITY

LOAD FACTOR YEAR IN REVIEW

ST. LUCIA MAKING STRIDES FOR OTP

Number of Passengers carried 2017

781,362

2018

760,049

Average Load Factor 2018

63.19%

GREAT CUSTOMER SERVICE

TThe St. Lucia station continues to make strides to maintain the excellent on time performace at their station. An analysis of their 4th quarter On Time performance found that 88% of all flights from St. Lucia departed within 15 minutes of the scheduled arrival time. The station recorded 12 station delays and of these, only six were attributed to ground handling/station delays.

Country Manager Josse Mesmin noted that the hard working staff in St. Lucia were proud in maintaining such great OTP at their station and St. Lucia would continue to ensure all flights were on time where possible.

LIAT recorded an improved OTP for 2018 with 69% of flights being off within 3 minutes of scheduled departure while 83% of all flights were off within 15 minutes of scheduled departure.

LIAT AT A GLANCE No. of Aircraft: 10 5 ATR 42-600 5ATR 72-600 No. of Destinations: 15 Hubs: Antigua and Barbados No. of flights weekly: 496 Team St. Lucia with Country Manager Josse Mesmin (seated on left)

FLIGHT OPS TOWN HALL

The Flight Operations Department held its first Flight Operations Department Open Discussion Forum for 2019 on Friday 25th January.

The open discussion forum aims to enhance the communication efforts among the OCC, Flight Crew and Cabin Crew. In addition, the open discussion forum allows the employees to share their opinions, ideas and experiences in a relaxed setting. This discussion was attended by members of the Flight Operations Team including Director of Flight Operations, Capt. Arthur Senhouse and Manager OCC, Dhanash Ramdath. Also in attendance were the Chief Executive Office Mrs. Julie Reifer-Jones and Chief Commercial Officer Audra Walker. The next Open Discussion will be in Antigua.

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 for 2019!

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 2019 30 YEARS

Gregory Marcano

Antigua

Workshop Coordinator

Guyana

Country Manager

Antigua

Payroll Clerk/Cashier

15 YEARS

Orin Walton 10 YEARS

Honora Thomas

FEBRUARY 2019 40 YEARS

Alando Michael

Antigua

Engineer

St. Lucia

Cargo Supervisor

St. Lucia

Cargo Clerk

Antigua

Crewing Officer

35 YEARS

Cynthia Suffren 30 YEARS

Shirley Ann Edward 10 YEARS

Elvira Bell

Thank you for your hard work and commitment.

FAREWELL TO MR. AUGUSTE

All smiles. Front ( left to right) Sonya John, Executive Manager Airports & Customer Service, Placidus Auguste, Supervisor (retired) SLU, Chief Commercial Officer Audra Walker. Back (From left to right) Capt. Derek Murray, Asst. Chief Pilot BGI, Heamstead Phillip, Operations Control Supervisor, Josse Mesmin, Country Manager SLU and Oliver Haywood, Regional Customer Service and Ground Operations Manager.

DID DID YOU YOU KNOW? KNOW?

LIAT has been featured over its history on several stamps across the islands including Montserrat which LIAT once operated flights to.

LIAT wished farewell to one of its long serving staff members in St. Lucia in January. On January 18th, at the LIAT SLU Staff Event, Placidus Auguste was recognized for his 39 years of service to the company. Mr. Auguste, popularly known as ‘Fish’, was a Supervisor at LIAT Traffic in St. Lucia.

The ceremony was attended by the Chief Commercial Officer Audra Walker as well as Executive Manager Airports & Customer Service, Sonya John and Oliver Haywood, Regional Customer Service and Ground Operations Manager who both gave remarks. Also in attendance were past LIAT staff members.

Following the presentations, which included gifts to Mr. Auguste as well as recognition of Mr. Mesmin’s 35th anniversary with the company, there was rendition of Chris De Burgh’s ‘Carry Me’ by Hemstead Phillip on guitar.

The LIAT SLU Staff Event was held at Auberge Seraphine Hotel.

LIAT NEWS LIAT PARTNERS WITH CARIBBEAN EVENTS.COM

STAFF TRAVEL UPDATES Staff will now receive faster refunds in MyIDTravel.

Refunds requested prior to the date of travel via myIDTravel will automatically be credited to the debit/credit card used to process the booking.

LIAT announced its recent partnership with Employees will receive credit within five business CaribbeanEvents.com. The partnership is aimed at making days of processing the refund. persons aware of regional events and festivals that are Refunds After Scheduled Travel Date being held throughout the islands.

Head of Sales & Marketing Egbert Riley noted that with 1. All refunds requested after the scheduled travel over 490 flights per week, the airline will be able to ensure date will be subject to a fee. It is therefore travelers have access to the best events across the region. recommended that employees process their refunds “With our modern ATR fleet and excellent on-time before the travel date. performance, LIAT is happy to ensure visitors can get to events across the region.” Riley praised the partnership 2. Refunds requested after the date of travel but with Caribbeanevents.com as it will give LIAT’s visitors within the same month will be reduced by an access to information on the Caribbean’s best festivals and administrative fee of EC$10.00. events.

Persons can view the full calendar of events at 3. Refunds requested after one month of date of CaribbeanEvents.com or by clicking the Caribbean Events travel will be reduced by an administrative fee of EC$15.00. banner on liat.com Have you nominated a colleague for ERRP? Nominations are open for the first quarter of 2019! Recognize a colleague on the front line or internally who gives a great LIAT Experience. Nominations close April 5th, 2019.

QUESTION OF THE MONTH

CAUGHT ON CAMERA

We want your honest opinions on issues.

There was a decline in the number of direct staff travelling in 2018.

What are some of the reasons why you would not travel as staff?

Send us your feedback at improvement@liat.com.

WHAT DO YOU WANT TO SEE

Take the Jump Seat Survey and tell us more of what you want to see!

Survey will be available from Wednesday 20th February and will be close on March 6th.

Man of many talents. Operations Control Supervisor Hemstead Phillip as he gives a rendition of Chris DeBurgh’s “Carry Me” at LIAT SLU Staff Event.

HEALTH IS WEALTH Drinking water is essential to your health.

Water helps to boost your metabolism, energize your muscles, helps maintain your body functions and important organs such as your kidneys.

Make sure you drink your water today!

Spotted at Gate 9 BGI. From left to right: Passenger Service Coordinator BGI, Cherryann Bennett, Manager, Crew Planning Merlyn Richards, Cabin Crew Member, Olando Copeland, Flight Operations Officer Kennesia Cabral and Operations Customer Coordinator Lorraine Isaac.

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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