Jump Seat May 2018

The Caribbean Airline

LIAT RANKED #!

JUMP SEAT

ISSUE 174

LIAT RANKED #1 IN LATIN AMERICA & CARIBBEAN

HOW’S BUSINESS

DEAR LIAT

ANNIVERSARIES

HR NEWS

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

LIAT continues its work towards world class service being ranked #1 by flighstats.com in May 2018. The airline was also ranked #6 by OAG in the Latin America & Caribbean Region. These rankings are compiled independently of LIAT. Chief Executive Officer, Julie Reifer-Jones noted that these rankings are a reflection of the hard work of the staff and now gives a new dynamic to the conversation the company is having with regional governments. May represents LIAT’s highest On Time Performance for 2018 so far. The definition of on-time performance (OTP) is a flight that arrives or departs within 14 minutes and 59 seconds (under 15 minutes) of its scheduled arrival/departure time.

LIAT FINANCE DEPARTMENT CELEBRATES MOTHERS

The men of the LIAT Finance Department Staff came together to celebrate the mothers in the Department. A Mother’s Day Breakfast was held for all the mothers of the Finance Department where each mother received a gift and was served breakfast.

Left: Mothers at breakfast.

Right: Mothers pose for pictures

How’s Business?

ON-TIME PERFORMANCE MAY 2016

2017

2018

3 MINS

47.4%

63.5%

79.4%

15 MINS

65.2%

78.1%

92.3%

ON TIME PERFORMANCE

RELIABILTY

GREAT CUSTOMER SERVICE

LIAT MEETS WITH UNION PARTNERS The Management of LIAT met with the Below: CEO Julie Reifer-Jones Standing Committee of Trade Unions chats with Capt Carl Burke of within the LIAT Network in April LIALPA and Ms. Angelique 2018. The meeting which was held at Dulices of LIFAA the the Antigua and Barbuda Workers Union Headquarters brought together the 11 union bodies within the LIAT network. The unions were updated by Above: The set up of the meeting management as to the state of the Below: Mr. David Massiah of ABWU company as well as the financial and addresses the meeting. commercial aspects of the airline. The unions were also given the chance to highlight issues affecting their members.

The Management Team has created a list of issues to be addressed within a three month time frame including the updating of collective agreements, the pension fund and uniforms.

LIAT HOSTS TOWN HALL IN ANTIGUA The staff of LIAT had an opportunity to ineract with Executive Management at the first LIAT Town Hall for 2018. The Town Hall was held at the Bismarck building and presentations were made by Chief Executive Officer, Mrs. Julie Reifer-Jones, Chief Financial Officer, Mr. Rojer Inglis and Director of Human Resources, Ms. Ilean Ramsey.

Staff were also given the opportunity to air their views as well as ask questions.

Among the issues arising were union negotiations, scheduling and new routes.

Mrs. Reifer-Jones promised to address the issues that were raised by the staff and stated that she looked forward to more forums like this.

Questions and suggestions can be submitted to improvement@liat.com

Dear LIAT In this issue we share some of the latest online reviews about LIAT. Let us remember that we each play a role in ensuring that LIAT is the airline of choice! THANK YOU FOR YOUR HARD WORK!

I have travelled with LIAT for over 10 years and was please when on my flights to and from Dominica, refreshments were offered.

There were only a small selection of hot and cold drinks but that’s better than last year as we were offered nothing on any of our 6 flights with LIAT. The flight left on time, and arrived on time.

Happy with this service and LIAT’s new turn around in service.

Rochelle London, United Kingdom “Improving” Nothing to complain about despite common talk as to their being late all the time. The flight from St.Kitts to Antigua took half an hour only and was right on time as well as the flight back. The only thing which annoyed me was a very slow check-in process at SKB. Victor “Gets the job done” LIAT more often than not gets the job done on time, and that was the case with this trip to Antigua. Both departure times were on schedule and I arrived earlier than expected in both instances. The flight attendants are professional and courteous.

Brian Barbados Give LIAT a break...when it's good...say it's good. Last year I tried another airline because I thought they were better. The grass is not always greener on the other side. When I couldn't get back home LIAT saved me. Thanks again LIAT. Sherma John St. Lucia

I'd give Jack it's Jacket...LIAT has moved from having me delayed all over the place for long hours to being on time and even too early causing me to miss flights between January to June of this year. However, the real test will come when there are all these carnivals in the region for summer and at Christmas. If they could manage to be consistent with on time performance I'd definitely be impressed then.

Tami Browne St. Vincent Travelled May this year and they were surprisingly on time...even leaving and arriving a few minutes ahead. Picked up a family member at airport this month and arrived at scheduled time. All the years of hearing complaints on tardiness it was good to experience the difference. I was impressed.

Kaye Knight Excellent job LIAT. Keep it up. I have used LIAT many times to fly to St. Lucia for both myself and my passengers. Excellent on time performance, arriving ahead on schedule, excellent onboard service and we are yet to experience any delay.

Dev Persad Chauguanas, Trinidad

Send us your feedback at

improvement@liat.com

Anniversaries 40 YEARS

JUNE 2018

Janice Herbert-Edwards

Antigua

Programme Development Facilitator

St. Lucia

Country Manager

Antigua

Captain

Antigua Grenada Trinidad Grenada

Facilities Manager Station Accounts Clerk Aircraft Mechanic Baggage Attendant

35 YEARS

Josse Mesmin 30 YEARS

Michael Byron 10 YEARS

Barton Gordon Valerie Brewster Brian Legall Angus Lett

Thank you for your hard work and commitment.

STATION MANAGERS MEET IN ANTIGUA

Station Managers from across the LIAT network were invited to a two day meeting in Antigua in May. The meeting explored several issues as well as gave the managers the opportunity to interact with departments located at the Headquarters.

The managers explored issues such as operations control, airport operations and customer service initiatives. The CEO Mrs. Julie Reifer-Jones also held a session with the managers to update them on the state of the company and listen to their concerns and suggestions.

Above: Station Managers and CEO Julie Reifer-Jones in discussion.

Left: Station Managers at dinner with CCO Audra Walker, Executive Manager Airports & Customer Service Sonya John and Customer Service Manager Diana Cameron

CHECK OUT THE NEW ZING APP Check out the latest issues, browse your favourite stories and see what’s happening in the Caribbean.

http://www.zingmag.net/

You can also download the Zing Caribbean app from your app store and have the magazine to go!

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

LIAT NEWS LIAT CONTINUES CUSTOMER SERVICE TRAINING LIAT continues its Customer Service Training as the company aims to equip staff with the training and skills to deliver a world class standard.

Recently in Barbados, the company hosted another team building workshop. The workshop brings together LIAT direct staff and ground handling leads to look at issues and assist in how these should be addressed.

The Customer Service thrust is being pushed by the CEO Mrs. Julie Reifer-Jones and the Commercial team with support from the Training Department as LIAT continues to work towards improving the delivery of service.

Left: BGI Team Members

CUSTOMER SERVICE TIP OF THE MONTH Let’s Make Our Customers Feel Welcome

As we continue to work on improving our customer service delivery, it is important that we use positive language to make our customers feel welcome.

Start positively with a warm, sincere welcome; “Good Morning”, “Welcome”, are simple introductions and you can follow up with “How can I help”, “Is there anything else we can help you with today” or other appropriate comments to indicate that you are there to help and that you are happy to help. Continue communicating as appropriate, relax and be as natural as possible. You do not want to come across as being pushy or too complacent so try to be courteous and efficient.

Never complain to a customer about the airline, your day, how busy you are, the management, your colleagues or anything else that may lead to the customer developing negative feelings.

Finally, let’s not be afraid to thank customers for choosing the airline. Variations include “Thank you for choosing LIAT”, “Wishing you a pleasant flight” and “Thank you for making us your carrier of choice.”

Have you nominated a colleague for ERRP? Nominations are open for the second quarter of 2018! Recognize a colleague on the front line or internally who gives a great LIAT Experience. Nominations close July 31st, 2018.

CAUGHT ON CAMERA

Future Crew members from Career Day at the New Winthropes Primary School, Antigua

These students were fascinated by the model of the ATR 72

This all female crew was caught on camera about to operate out of SVD. Capt. Harriet Tonge, F/A Geanna Jules, F/O Dannah Abraham and F/A Ramona McPherson

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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