Jump Seat Summer 2019

The Caribbean Airline

JUMP SEAT

ISSUE 183

STAY THE COURSE URGES CEO

STAY THE COURSE - CEO

HOW’S BUSINESS

DEAR LIAT

ANNIVERSARIES

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Chief Executive Officer Julie Reifer-Jones has urged managers to stay the course even in the face of uncertainty.

She made the call at a recent Managers Engagement Meeting held in August.

Mrs. Reifer-Jones noted that the first half of the year was a very challenging one in light of the uncertainty surrounding the negotiations by shareholders over the ownership and the future of LIAT. The negotiations have had some impact on the travelling public as well as the staff and she advised managers that she would continue to keep all informed of the developments as they came to her.

Mrs. Reifer-Jones also noted that while there may have been some impact on summer bookings, the management remained resolute to ‘stay the course’ and keep LIAT flying across the Caribbean skies.

The meeting also saw presentation from Chief Financial Officer, Rojer Inglis on the company’s performance for the first six months of 2019 and Director, Human Resource, Ilean Ramsey on the upcoming programmes from the HR Department.

THE SUMMER OF FESTIVALS

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

With 2019 declared the “Year of Festivals by the Caribbean Tourism Organisation, LIAT was the proud sponsor of several events across the region.

Top Left: St. Kitts Music Festival Above: LIAT banner at Vincy Mas Left: A cross section of the crowd at LIAT Melting Pot

Black blood in we vein The infamous Jab- Jab. Above: LIAT CEO Julie Reifer-Jones with Soca Artiste Ricardo Drue

More Festival coverage inside.

How was Summer?

OTP and Load Factor Information on Page 2

How’s Business?

ON-TIME PERFORMANCE JULY

JUNE 2017 3 MINS 15 MINS

2018

59.0% 75.4%

AUGUST

2019

2017

2018

2019

2017

2018

2019

71.2%

64.4%

53.1%

59.9%

51.9%

39.9% 61.5%

47.7%

86.7%

78.9%

72.9%

80.4%

73.3%

58.9% 77.9%

68.6%

INDUSTRY STANDARD 85%

ON TIME PERFORMANCE

RELIABILTY

GREAT CUSTOMER SERVICE

LOAD FACTOR JUNE Number of Seats Available

117,104

JULY

AUGUST

126,476

124,292

Revenue Passengers

68,274

89,974

92,179

Load Factor

59.23%

76.08%

77.29%

BREAKEVEN LOADFACTOR 74%

OTP RANKINGS

How do we compare to other airlines in the region? We will present the OTP in comparison with other carriers.

These rankings are compiled independently of LIAT and can be viewed online.

LATIN AMERICA AND CARIBBEAN FlightStats.com OAG Ontime Reports June 2019

(ranked out of 15 airlines)

11th

(ranked out of 40 airlines)

20th

July 2019

11th

17th

August 2019

N/A

22nd

The independent reports can be viewed online at: www.flightstats.com and https://www.oag.com

WORK CONTINUES TOWARD CARIBSKY Work continues on the Caribsky Alliance project between LIAT and its partner airlines, Air Antilles and WINAIR. The CARIBSKY project is a collaborative project aimed primarily at optimising air travel in the Caribbean area, based on a brand-new network of truly interconnected airlines. This should ultimately foster free movement of persons and boost economic growth across the region.

The airlines are currently working on different areas of planning as they work towards easier inter-regional travel.

LIAT News

2019: THE YEAR OF FESTIVALS ACROSS THE REGION The Caribbean Tourism Organisation (CTO) dubbed 2019: The Year of Festivals. They encouraged travellers to explore the region and see the festivals offered.

LIAT sponsored several festivals and events for 2019 as it remains committed to the region and its culture.

Among the sponsored festivals were St. Kitts Music Festival, Vincy Mas and Antigua’s Carnival. These festivals are some of the major summer festivals across the region and offered new festival experiences for patrons.

LIAT also partnered with the Barbados Tourism Marketing Inc in its ‘No Crew Left Behind’ promotion which brought persons to Barbados for Crop Over 2019.

LIAT also partnered with Insane Carnival in Antigua which won “Band of the Year’ 2019. The Lynx Mas Band in St. Vincent also portrayed LIAT in one of its sections for its 2019 production named “Come Fly With Me.” The band was crowned “Band of The Year”.

LIAT also partnered with events in St. Lucia and Grenada for their Carnival seasons.

Left: SVG’s Ragga Soca Monarch Hance.

Below Left: The crowd at SVG’s Carnival City Victoria Park Section from Lynx Mas Band Come Fly with LIAT

Left: The Burning Flames took to the stage for LIAT Caribbean Melting Pot 2019.

Right: One of the sections from Insane Carnival 2019

St. Kitts Music Festival Above: Jamaican DanceHall Artiste Popcaan performs on Night 2 of the St. Kitts Music Festival

I s l a n d M a s Breakfast Fete was one of the sponsored events for Cropover 2019

Left: Rapper French Montana as he performs

Connecting the Caribbean

Jab in Grenada Spicemas 2019

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, Mr Justin Sobers exemplifies the qualities of an excellent and outstanding Customer Service Representative. I tag him as an Asset to LIAT. When my sister checked in at the LIAT desk at the Grantley Adams International Airport yesterday she was a bit disturbed and very unhappy due to an unfortunate situation she experienced the day before in London. Thanks to Mr Sobers who was empathetic and alleviated those feelings to some extent.

While my sister was checking in, I realized she was experiencing some delay at the counter, I approached the desk and there began my interaction with Mr Sobers.

Although the checking in process took some time due to system delays, Mr Sobers kept us engaged and apologized for the time period the process took. This gentleman went beyond his duties and outside the box to ensure that we had a seamless experience.

Mr Sobers is courteous, friendly, compassionate, understanding, and most important, very professional in executing his duties. We say Kudos, to you Mr Sobers, we appreciate your empathy and efforts.

Keep up the good work!

Kathleen Alexander & Phyllis Forde Right: Justin Sobers

Dear LIAT, My husband and I recently travelled to St Lucia for our honeymoon (LI 392,370), however the flight back home to Guyana via Barbados was delayed (LI 369,393). We were re-routed to Trinidad to reach Guyana and had to spend a night in Trinidad. I wanted to say thank you to the LIAT team in the manner that they handled my delay; having had this issue before with other airlines in this year I can honestly say that the LIAT team management of this delay was the best.

Keep up the good work Regards, Dr Mala Harripaul

GREAT CUSTOMER SERVICE Kim (Barbados) was spotted assisting this young passenger with a poncho due to the inclement weather.

Dear LIAT, I wish to compliment the exceptional service I received on August 2, 2019 from Desk Agents Shevron, as a passenger on a LIAT flight destined to Barbados from the TB Lettsome International Airport.

A personal item was taken from me by the Security Personnel at the Terrence B Lettsome International Airport. I made a complaint to the LIAT agent Shevron who assisted me by recovering the item from the Security and keep it at the office at the airport. On my return from my one week trip I was able to recover the item from Desk Agent Mathurine who assisted in returning it to me. The item was securely wrapped and my name inscribed on it when I recovered it.

These two LIAT employees gave me the confidence that we can still receive exceptional service when travelling with LIAT.Please convey my gratitude and appreciation to them.

Sincerely.

Kenrick Headley I’ve been flying LIAT for years but more frequently since I’ve been studying in Barbados for the past 4 years.

I had to mention awesome customer service yesterday from the ticketing and checkin staff at the Airport.

I had been trying relentlessly to get a flight to Barbados since Friday and all the flights were booked solid with no openings until Saturday the 17th. I had an appointment on Thursday to do my registration for my nursing license exam in Barbados. I went to the ticket counter Monday and the lady there was very pleasant told me to come and check Tuesday.

When I got there after 11 Tuesday morning she said to me if I can come back at 2 pm for the 523 flight,and if there’s a cancellation she could get me on. I went and sat waiting. I had explained to her the importance for my trip and while waiting she ran over to me and said a seat for Thursday morning just became available and she is booking me in. Yayyy. However she told me to continue to wait for this flight.

She went further and came over just before the fight closed to check if there were any seats available. Lucky for me there were 2 and I got one. I was in such a rush to get through immigration etc I forgot to get their names.

Kudos to Venisha (Hall) who worked behind the scenes, but big shout out and thanks to the lady at the ticketing counter (Seoma Valmond), the lady at the checkin and the lady agent at the gate.

You ladies were awesome keep up the good work. Keep our Airline in the skies!!

Keren Keziah (via Facebook)

Send us your feedback at

improvement@liat.com

Anniversaries AUGUST 2019

40 YEARS Robert ‘Robin’ Margetson

Antigua

Senior Technical Trainer

Barbados Barbados Antigua

Captain Assistant Chief Pilot-BGI Supervisor - Indirect Channels

Antigua St. Lucia Barbados

Senior Mechanic Traffic Clerk Chief Commercial Officer

Antigua

Call Centre Clerk

25 YEARS Clifford Campbell Derek Murray Shelly Watson 15 YEARS Trendt Simon Shaun Lansiquot Audra Walker 10 YEARS Annecia Phillip 35 YEARS Patrick Dowden

SEPTEMBER 2019 Grenada

Area Manager, Grenada

Antigua

Quality Assurance Inspector

Dominica

Ramp Attendant

Antigua Trinidad

Area Manager Passenger Service Coordinator

30 YEARS Gavin Richards 15 YEARS Clyde Boney 10 YEARS George Belle Akini John

Thank you for your hard work and commitment.

DID YOU KNOW?

The LIAT Cabin Crew Uniform has gone through several changes.

Here’s a look at some of the past Cabin Crew uniforms.

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Above: Noel Weste from Engineering plays mas

CEO Julie Reifer-Jones poses with Farmer Nappy at LIAT Caribbean Mellting Pot

Director, Human Resource Ilean Ramsey takes in mas from the sidelines

Krista Harry from the HR Department was spotted stage side at the Party Monarch

Cabin crew member Jamila Jonas was spotted on Carnival Tuesday.

Always caring. Karen Weste Vigo of Customer Relations serves up a delicious chicken pasta on Carnival Tuesday.

Work hard, play harder says Area Manager Antigua George Belle

Team Blue Tail was spotted at Breakfast on the Lawn. From front left: Jamila Jonas, Sheree Elder, Laurel Burton-Browne, Latesha Azille, Isabelle Christian. Back Olando Copeland and Shavar Maloney.

Left: Anisha Ephraim (left), Nieka Thomas (centre) and Shari Martin were spotted in Insane Carnival.

Right: Cabin Crew member Jaquan Best spotted after crossing the stage at ARG.

All smiles.

Balynda Barnes of Finance (right) poses with Janet Adams-Watkins Manger , Call Centre, and Karen Pennyfeather, past LIAT employee.

CONGRATULATIONS

Congratulations to the four LIAT staff members who participated in the 2019 National Bodybuilding and Weightlifting Championships in Antigua.

Kemberly Greenaway was the Tall Class winner in the Bikini Fitness category.

Geanna Jules was the overall winner in the Bikini Fitness category.

Euston Dickenson placed third in the Men Physique Class D category.

Shunette Roache placed second in the Bikini Welness category

TRIBUTE Ian Dunbar Phillip Dowe August 26, 1979 - August 7, 2019 On August 7th, the LIAT family received news that First Officer Ian Dowe had passed away. F/O Dowe was based in Barbados and was on medical leave at the time of his passing.

He was laid to rest in Grenada on August 26th, 2019 which would have been his 43rd birthday.

F/O Dowe’s funeral was attended by a contingent of LIAT staff including Chief Pilot Capt. Wade Austin-McDonald, Manager Industrial/ Employee Relations Mrs. Samantha May Francis as well as Flight Crew, Cabin Crew, Grenada Traffic and HR staff.

MAY HE REST IN PEACE. TRIBUTE TO FIRST OFFICER IAN DOWE

Delivered by Capt. Wade Austin Mcdonald, Chief Pilot, LIAT

Mr & Mrs. Dowe, Ian’s family, relatives, friends: On behalf of the Management, pilots and staff of LIAT we extend our condolences, our compassion to you in this time of bereavement; the passing of First Officer Ian Dunbar Phillip Dowe. In short; condolences from the entire LIAT Family.

Ian joined LIAT Grenada December 1994 then Flight Ops as a pilot May 2006. I interacted with him on few occasions while he was a staff member but I really got to know him when he joined our pilot body.

I was fortunate to train Ian on the Dash-8 when he first joined Our Pilot body. A very conscientious and dedicated pilot and that took him to a successful completion of his Dash -8 rating; his permission to fly the Dash 8 airplane. I had also flown with and flight checked him on several occasions and his performance was nothing less than excellent. He maintained high standards and was destined to be a great Captain. We, the Training Captains, knew that and were anxiously awaiting to be part of his upgrade training to Captain. But the Good Lord had plans for Ian and saw it best for him to be the Captain of his Eternal Flight: a flight that all of us have to take some day.

We are blessed to have known and flown with Ian: be it pilot or cabin crew or other staff. A jovial, light hearted and professional aviator —- gone too soon. He brought countless smiles and laughter to us; he was the Eternal Optimist. Nothing fazed him. Always a defuser. He has touched the hearts of many. As the saying goes only the good die young.

Ian has now obtained the highest wings and has begun his journey of eternal flight. Gone from our sight, but never from our hearts and memories. As they say ‘memories don’t leave like people do’.

A POEM FOR IAN Because he flew: He laughed more than other men, He looked up and saw more than they did, He knew how the clouds felt, What it was like; To have the blue sky in his lap, To look down on birds, To slice between God’s billowed clouds, To see the unclimbed peaks, To see the rainbow’s secret, To understand the real reason why birds sing.

Because he flew, he envied no man on Earth.

Ian Dowe the pilot, the son, the brother,the friend. Born 26th August, being laid to rest 26th August.

May IAN rest in eternal peace and enjoy his eternal flight.

The Caribbean Airline

JUMP SEAT

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