Jump Seat March 2018

The Caribbean Airline

JUMP SEAT

ISSUE 172

CEO CALLS FOR REDUCED TAXES AT OAS CONGRESS Chief Executive Officer of LIAT, Julie Reifer-Jones called for reduced taxes on air travel during her presentation at the XXIV Inter-American Congress of Ministers and High-Level Authorities of Tourism. The Congress took place in Georgetown Guyana from March 21-22 under the theme “Connecting the Americas through Sustainable Tourism”.

CEO CALL FOR REDUCED TAXES AT OAS CONGRESS HOW’S BUSINESS

DEAR LIAT

ANNIVERSARIES

HR NEWS

The CEO made her presentation during the third plenary session “Forging Strategic Business Alliances for Developing Sustainable Tourism.” She noted that in order to stimulate business that several issues affecting air travel had to be addressed especially taxes. “The issue of taxes and passenger charges on tickets is often discussed but it is time for action.” she noted. “I challenge our Prime Ministers to do what’s best for the region “Make a start-Reduce ticket taxes by 25%. “ The Organization of American States (OAS), was formed to promote economic, military, and cultural cooperation among its members, which include almost all of the independent states of the Western Hemisphere. The OAS main goals are to prevent any outside state intervention in the Western Hemisphere and to maintain peace between the various states within the hemisphere.

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

LIAT MOURNS PASSING OF PAST & PRESENT COLLEAGUES LIAT is currently mourning the passing of two colleagues. On Friday March 23, Captain Fedi DeGannes passed away. He was a former pilot and training captain and was instrumental in LIAT from its early years having joined the company in 1959. On Monday 26th, our colleague, First Officer Martin Laville passed away. Martin was employed as a pilot at LIAT until his passing. May their souls rest in peace.

Left: Capt. Ferdi DeGannes Right: First Officer Martin Laville

Tributes will be published in the next issue of Jump Seat

How’s Business?

OUR ON-TIME PERFORMANCE FEB 2016

FEB 2017

FEB 2018

3 MINS

39.1%

57.1%

71.3%

15 MINS

57.2%

72.0%

83.8%

ON TIME PERFORMANCE

RELIABILTY

GREAT CUSTOMER SERVICE

LIAT LAUNCHES NEW FLIGHTS TO GUYANA LIAT, The Caribbean Airline, will operate a new service between Trinidad and Guyana from July 1st. The new flight, which will connect Ogle Airport, Guyana to Piarco International Airport, Trinidad, was launched on Thursday 22nd March at the Guyana Marriott Hotel.

Speaking at the launch, Chief Executive Officer of LIAT, Mrs. Julie Reifer-Jones emphasized that this daily service will help connect these two strategic points in the Caribbean and give greater access to persons visiting Guyana whether for business or pleasure. She noted that Guyana was an important market which has many opportunities for growth and the increase of airlift was one of the ways which will assist in the continued growth in several sectors across the Guyanese market.

The enhancement of airlift was also lauded by Minister of Business, Hon. Dominic Gaskin who welcomed the new service as he addressed the launch. He noted that the new service will give more options and convenience for passengers to and from Guyana.

LIAT Head of Sales & Marketing Mr. Egbert Riley noted that Guyana is a growing market for the airline and noted that in 2017, the airline moved over seventy thousand passengers to and from the country. He noted the Guyanese market is poised to grow and in addition to new flights, LIAT will be present in the market through partnerships and sponsorship of events such as Guyana’s inaugural carnival in May 2018.

LIAT will offer a special fare for passengers booking the new flight before May 31st. Passengers can take advantage of US$200 round trip inclusive of taxes. LIAT 395 will depart Guyana at 6 a.m. while LIAT 396 will depart Trinidad at 7:40 p.m. giving passengers the option for a one day flight or longer stays.

Hon. Shamfa Cudjoe, Minister of Tourism, Trinidad & Tobago, Mr. Donald Sinclair, Director General Department of Tourism Guyana and Mrs. Julie Reifer-Jones, Chief Executive Officer of

LIAT CEO Julie Reifer Jones and Head of Sales and Marketing Egbert Riley chat with travel agents at launch.

Invited guests at the Launch of Ogle- Port of Spain Route.

See more pics from the Ogle Launch in the email link.

WHAT DO YOU WANT TO SEE? Thank you for your feedback for the Jump Seat Survey.

Congrats to the winners who completed the survey: Dahlia Browne Jewel Ettienne

Dear LIAT In this issue we share some of the compliments received.

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!

Good evening, I wish to thank LIAT for the great customer service which I received on Friday March 9th, 2018. I am a member of Kiwanis and we had a very important meeting this past weekend in Martinique. We usually fly LIAT to Martinique but unfortunately due to a change in schedule we are now forced to take LIAT to St.Lucia where we switch to a flight on Air Antilles.

On Friday when I arrived at the airport to check in for my 1:20 p.m flight to St.Lucia, I discovered that I had forgotten my passport at home. Boy was I hysterical. However two of your customer service agents were very kind to me during my mishap.

My only regret was that I didn’t get their names. I do remember however that one of them was named René. These two agents contacted the supervisor to see how I could be assisted in the situation. Unfortunately there was nothing that could be done and I was forced to miss the flight. I honestly thought I would’ve missed my meeting. However the two gentlemen assured me that they would do all in their power to ensure that I didn’t. They suggested that I take the 5:25 p.m flight direct to St.Lucia and even though I was cutting it close I should still be able to catch my other flight. I was willing to pay any fees applicable to changing my flight but they changed it and informed me that I was not required to pay anything further. Further to this , the flight was very much on time and I was able to arrive in St.Lucia at 5:55 p.m . I grabbed my bags quickly and was able to make my Air Antilles flight. The agent at Air Antilles suggested that in the future LIAT Barbados contact LIAT St. Lucia so that they can inform them that a passenger was coming. However, I explained to him that I really did not see that as your responsibility and could never expect you to do that.

Thank you from the bottom of my heart! I was able to attend my meeting because of the quick action and professionalism of your agents. I am eternally grateful.

Thanks!

Sincerely, Sophia Chase

Dear Liat I travel often on LIAT flights. I recently travelled from Antigua to Barbados on March 27 (flight #523). I must write to commend the customer service of Syle (I hope I’ve spelt her name correctly!!!). She provided outstanding customer service in a very friendly and efficient manner. I saw her deal with a very difficult passenger in a very professional and friendly manner while always demonstrating a positive attitude. It was obvious to me that she takes pride in her work. She definitely represented LIAT extremely well.

Well done Syle!

Regards Lisa Lisa A. Taylor, CPA, CA, CBV Managing Partner KPMG Hastings, Christ Church BB15154 Barbados QUIK PAK Department, I drop off a package on the 13 March 2018 at a Liat depot (IBC) in Trinidad. This package was ready for collection in Nevis the following day 14 March 2018.

Thank you for your prompt service.

Cheers to LIAT............

Chevannes Harrison

We flew from Barbados to St Lucia on March 12th, easy check in, called to the gates early and also took off 10mins early. It was only a 35min flight but really comfortable on a 68 seat propelled plane. On coming into land the pilot aborted the landing as there was something on the runway, this was done with ease and no worries to the passengers, on the second attempt we landed perfectly. I would recommend this airline for flights between the Caribbean islands.

Keith Jones Llanelli, United Kingdom

Send us your feedback at

improvement@liat.com

Anniversaries APRIL 2018 35 YEARS Leon Cummings

Grenada

Shift Leader

Antigua Antigua

Receiving Officer Director, Flight Operations

Jasmin Edwards

Antigua

Cabin Crew

10 YEARS Lonnel Dennis Kamari Roberts Lindy Eusebe Jamilla Ramlal Marla Roberts

Antigua Antigua Antigua Antigua Antigua

Stores Clerk Customs & Shipping Clerk Cabin Crew Cabin Crew Cabin Crew

30 YEARS Julian Roberts Capt Arthur Senhouse 20 YEARS

Thank you for your hard work and commitment.

ANOTHER ERROL SAYS FAREWELL Mr. Errol Matthews, Assistant Manager Operations retired on March 31st 2018. Mr. Matthews affectionately known as “Bobbs” joined the company in 2009. A farewell function was held by his colleagues at the LIAT Training Centre.

HAPPY RETIREMENT ERROL!

HR NEWS

Staff Milestones Celebrated in Grenada

Members of the LIAT family from Grenada were recognised for their miletones with the company. Staff received their pins, certificates and gifts from members of the Executive Team who were in Grenada for meetings.

LIAT CELEBRATES MILESTONES IN BARBADOS LIAT celebrated its Barbados staff in its Anniversary Awards and Dinner held at The Villages. The awards was attended

by Chairman of the Board, Dr. Jean Holder as well as Chief Financial Officer Rojer Inglis, Chief Commercial Officer (Ag.) Audra Walker and Human Resources Manager, Industrial and Employee Relations, Gail Bullen.

Several employees received Milestone Awards at the ceremony which was followed by a sumptious dinner and dancing. Here are some of the highlights.

Left: Chairman of the Board of Directors Dr. Jean Holder Mr. Irvine Wilson of Enginerring receives his award.

Below: Regional Manager South Mr. Oliver Haywood receives his certificate and gift for 30 years of service to LIAT.

Diane Jerome and Laureen Salim from Grenada receive their gifts from the Director of Human Resources, Ilean Ramsey.

To see more pictures from BGI Awards, click the link found in your e-mail.

CONGRATULATIONS TO ALL WHO RECEIVED AWARDS CELEBRATING INTERNATIONAL WOMEN’S DAY PRESS FOR PROGESS International Women’s Day is a global celebration of the inspirational economic, political and social achievements of women past, present and future. We salute the many women who work to keep LIAT flying high!

CUSTOMER SERVICE TIP OF THE MONTH "Customer service is everyone's responsibility."

Have you nominated a colleague for ERRP?

Nominations close for the first quarter in April 2018! Recognize a colleague on the front line or internally who has given a great LIAT Experience. For more information, speak to your manager or contact the HR Department.

Every employee has the chance to make or break the customer's experience whether they are frontline or not. It’s important that we all understand that we are brand ambassadors. As a brand ambassador we are responsible for representing and talking about our company in a positive way.

Even a quick and positive customer service interaction reinforces brand loyalty and lets customers experience the possibilities of an amazing brand that puts its customers first at every turn. With positive customer service, we can regain our customers confidence.

The Caribbean Airline

JUMP SEAT

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