Jump Seat July 2017

The Caribbean Airline

JUMP SEAT

ISSUE 165

LIAT & MARTINIQUE WORKING TOGETHER HOW’S BUSINESS

LIAT AND MARTINIQUE WORKING TOGETHER DEAR LIAT

ANNIVERSARIES

HR NEWS

The French Overseas Department of Martinique and LIAT have been working together in an effort to promote the island as an attractive destination. The Martinique Tourism Authority and airport officials from the Aimé Césaire International Airpport met with LIAT in Antigua in May. This meeting was productive and saw the planning and completion of a familiarisation trip with travel agents from Barbados and Trinidad as well as members of the press. The travel agents and press were shown what Martinique has to offer and visited several hotels and tourist sites including the Hotel l'Impératrice, Fort-de-France and Habitation Clement.

COMMERCIAL TEAM MEETS WITH TRAVEL AGENTS IN MARTINIQUE

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

The Commercial Team from LIAT met with travel Agents in Martinique on Wednesday 28th June at the Aimé Césaire International Airport. The meeting was facilitated by Head of Sales & Marketing Mr. Egbert Riley and Account Sales Associate Mrs. Cecile Barrow-Marshall. The meeting provided a forum for agents to get more information from LIAT and what our new schedule is offering. The meeting received positive feedback from the agents and was carried in the Martiniquan press.

Left: Head of Sales & Marketing, Mr. Egbert Riley with Country Manager , Martinique Odile Jean-Marie and Airport CEO Franz Thodiard

https://goo.gl/photos/vWcKBPGPP8NYt3118

Right: Travel Agents from various agencies listen https://goo.gl/photos/7KNmuQqsYW3kgh9K7 the Click to see more of the sites from the Familiaristion Trip hosted by the presentation Martinique Tourism Authority in conjunction with LIAT

How’s Business?

ON-TIME PERFORMANCE APRIL

MAY

JUNE

2016

2017

2016 2017

2016 2017

3 MINS

31.9%

40.8%

47.4%

63.5%

40.1% 59.0%

15 MINS

47.3%

58.8%

65.2%

78.1%

56.0%

75.4%

INDUSTRY STANDARD 85%

ON TIME PERFORMANCE

RELIABILTY

GREAT CUSTOMER SERVICE

LIAT SUSPENDS SERVICE TO ST. THOMAS On Wednesday June 14th, LIAT operated its last flight to The Cyril E. King International Airport in St. Thomas before suspending service to the territory. This brings to an end decades of service to the USVI as LIAT moves to put itself on a more sustainable footing and concentrate on making its schedule more stable and reliable. LIAT will however review its operations to see if a seasonal service to St. Thomas can be operated in the future.

R: First Officer Oral Challenger, Cabin Crew Member Candia Christopher, Captain Gregory Dean with Station Manager Eudora Pierre and staff from the Handling Company

SECURITY IS PRIORITY Two training sessions for Ground Security Coordinators were held in Antigua on the 3rd – 5th May and 10th - 12 th May 2017. Security personnel from LIAT's contracted security providers as well as direct employees and handling agents attended the training sessions held at the Sealy Building. Ground Security Coordinators (GSCs) are responsible for the day to day implementation and monitoring of LIAT's security measures and procedures at their respective airports.The sessions were conducted by the LIAT Security Department in collaboration with the Training Department.

LIAT HOSTS TOWN HALL MEETINGS The first town hall meetings for 2017 were held in May 2017. The first was held in Antigua on May 5th with the second in Barbados on May 8th. These Town Hall Meetings are seen as a way of engaging staff in open, honest dialogue. Suggestions and recommendations out of these town halls will be reviewed by management with a view to implementing where possible. The next Town Halls will take place in August/September.

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 Liat Usually, I am complaining about your frequent lack of customer care and your late service etc. However, on Monday morning, Ms Corinne Cummings, who was working at your checkin desk in Barbados, was very pleasant and very helpful in solving a small emergency we had with a laptop computer.

A great credit to your company.

Thanks to her again.

Hazel Ann Kent

Sir/Madam, I would like to commend agent Nikeisha for her patience and help in finding a flight for my wife and myself from Barbados to Grenada return. The agent was extremely polite, friendly and helpful throughout the whole process. I want to thank LIAT and the agent in the manner in which you conduct business. As a board member of the Caribbean Chamber of Commerce in Houston, Texas I express pride in your business and would recommend our passangers to use your services. Keep up the great work.

Regards, Dr. Herman Joseph Douglas.

Hi, My husband and I travelled on LI 521 on April 1from Barbdos to Guyana.

We just want to let you know what a great job Hana (Dinzey), our flight attendant provided to us. She was effecient in her job and always didit with a great smile.

She is a great asset to your company and please pass along to her our appreciation.

Bruce & Geraldine Haney

Customer Relations LIAT Headquarters LIAT (1974) Ltd May 25th 2017 Dear Sir/Madam I had the pleasure of flying with your airline from Barbados to Antigua via Dominica on Friday 12 May, Flight# 524.

I was so very impressed with the professionalism and promptness of departure from Barbados and again from Dominica to Antigua that I asked the Captain’s name. I was told Ms. Karen Tulloch. Ms. Tulloch exuded confidence and her attention to detail made the flight a most enjoyable one.

I hope that I have the opportunity of flying with her again when I am in the Caribbean.

I think she is a wonderful addition to your flight crew and staff, I wish her the very best of luck in her career.

Kind regards, Cherry R. Vogt-Ward

Good afternoon I will like to take this opportunity to thank Ms Verne Lake and her team for their efficiency and professionalism in organising flights for 29 members of my family to travel from Trinidad to Dominica and back,in April 2017, to witness the destination wedding of my brother .

You and your team were patient, warm and kind and relieved us all of the added stress to organise our own travel plans. I boasted about you Ms Lake, so much so, that my aunt in Jamaica wished her travel plans were done through you.

Great job!!

All our return flights were on time, even arriving before the scheduled time on occasions. The plane rides were all smooth and this reflected qualified, competent pilots.

So, on behalf of our family, Thank you !!!

Respectfully, Dr Liane Conyette-Bowen

Send us your feedback at

improvement@liat.com

Anniversaries APRIL 2017 30 YEARS Andrew Blanchard Winifred Bascombe Cedric Simon Erolyn Friday

Antigua Grenada Antigua Grenada

Manager-Station Standards Bagage Attendant Clerk - Procurement Customer Service Supervisor

Antigua

Engineering Coordinator Assistant

10 YEARS Nerissa Caleb

25 YEARS Karen Weste Vigo

MAY 2017 Antigua

Customer Relations Officer

Antigua

Aircraft Mechanic

10 YEARS Ajarni Frederick

JUNE 2017 30 YEARS Collin Browne

Antigua

Aircraft Engineer

Antigua

Operations Customer Co-ordinator

St. Vincent Trinidad

Customer Service Agent Country Manager

St. Vincent Antigua

Traffic Clerk Crew Control Officer

25 YEARS Loraaine Isaac 15 YEARS Eslin Allen- Henry Dawn Marie Edghill 10 YEARS Nichole George Kemoy Smith

Thank you for your hard work and commitment.

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

HR NEWS

HR Department Rolls Out Employee Recognition Programme

The Human Resource Department has in the third quarter of 2017 begun the reformed Employee Recognition Programme.

The programme will be used to highlight outstanding employees and their value to the company. Director of Human Resources, Ilean Ramsey is happy to see the programme return. “It is an important tool as we want to show employees that we value them and their hard work here at LIAT” she stated. She also hoped that by recognizing employees that others would be motivated. The Employee Recognition Programme will be implemented in three phases. The first phase will be the Milestone Awards which will recognize persons who have completed any of the milestones categories.

The awards will be in 5 year tiers starting from employees celebrating 10 years of service.

The second phase will see recognition from the Performance Management Programme which will be implemented later this year. The third phase will see recognition of employees on a quarterly basis as well as at the year end Staff Awards.

The Employee Recognition Programme will be supported by the Employee Recognition Policy and Procedures Manual and will include formal training for Managers and employees as well as an updated Orientation Programme for new hires.

It is expected that The Employee Recognition Programme will improve employee engagement, reinforce the link between employee performance and the goals of LIAT as well as motivate the company’s staff.

IT’S HURRICANE SEASON! ARE YOU PREPARED?

Hurricanes can be dangerous, listening to the hurricane warning messages and planning ahead can reduce the chances of injury or major property damage.

AT THE OFFICE

•Secure all equipment and vital records in your immediate work area •Identify a safe storage level area within the facility where records can be relocated, if necessary. This area should be above ground level and away from windows and exterior walls, which may leak. File cabinets and boxes may be placed on pallets up off the floor.

•Power down and secure all equipment with plastic AT HOME * Know your Emergency Shelters Contact the National Disaster Office for the closest shelters. * Have disaster supplies on handincluding : Flashlight and extra batteries, a portable battery-operated radio and extra batteries.

First aid kit Non-perishable (canned food) and water Non-electric can opener Essential medicines Cash and credit cards Sturdy shoes * Protect your windows * Trim back branches from trees * Check into your Home and Auto Insurance * Make arrangements for pets. * Develop an emergency communication plan

INTERNS EXPOSED TO WORLD OF WORK

This year, LIAT once again hosted interns from the Antigua State College. This year seven interns were exposed to the world of work as they completed a six week internship with the company. The reviews were positive and the interns expressed their wishes to return to LIAT for full time employment.

Top (L to R) Sadeeq Richards – Finance,Tikia Humphreys – Human Resources, Cradisia Laviscount – Revenue Accounts, Johnela Jacobs – Training and Dorian Whyte – Central Sales.

Below: Renasha McAlmont & Xena Webber – Engineering & Maintenance

MEET THE STAFF

Carnival is the season of fun in the Caribbean and LIAT not only connects us to Carnival, we are involved too. One LIAT staff member always in the Carnival mix is Erene Charlemagne from St. Lucia.

How long have you been involved in Carnival? I have been involved in Carnival for so many years. At the age of 19, I was crowned Miss St. Lucia. A few years ago, I decided with a few friends to start a Carnival band.

Why start a band? I started my own band originally with 6 other founders because costumes had started to become very skimpy and we wanted to make a difference in keeping carnival the way it used to be. This year my band, Looshan Revellers is portraying "Mas Then & Now" which features costumes from years gone by and modern day. Take a LIAT flight and come join me in St. Lucia where you can enjoy 2 days of St Lucian rivalry for Carnival. Check out my band on Facebook at Looshan Revellers.

What would you tell anyone about LIAT & Carnival? LIAT connects us to the culture of the Caribbean. From bringing in the cargo with materials for costumes to bringing the passengers to enjoy the festival and taking them back safely, LIAT is really the Caribbean Airline

The Caribbean Airline

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