LIAT to improve on customer service

Recognising that it has fallen down in the area of its customer service, regional carrier LIAT will be working to improve on its performance.

 

Word of this has come from LIAT’s Chairman, Dr. Jean Holder. He was at the time speaking to members of the media, following LIAT’s Shareholder Government Meeting at the Lloyd Erskine Sandiford Centre on Wednesday.

 

“We are quite aware of the difficulties we have faced. We are not happy with our customer performance. We are not happy with how we have served the public, but we are working at it and working at it harder than ever, and we promise to do better,” Holder announced.

 

The Chairman suggested that front-line workers may need additional training in handling irate customers, who approach them about flight cancellations and other pressing airline matters.

 

Chairman of the shareholder governments, Prime Minister Dr. Ralph Gonsalves of St. Vincent & the Grenadines, revealed during the press conference which followed the meeting that LIAT will be taking action to resolve its operational challenges, as well as taking action to reduce the number of flight cancellations due to bouts of sickness amongst flight crew. It was also noted that LIAT’s management has indicated that there are several technology-based projects which will be pushed, geared towards improving efficiency and service delivery.

 

On the plus side however, LIAT’s Chairman Jean Holder noted that according to a report produced by the airline’s management, LIAT has performed fairly well on the financial side this year.

 

“We had a very good summer and we are now entering upon what is probably a leaner period, so that some of the financial success that has attended the company since January is expected to see a slight tailing off between now and the end of the year. 

 

“But I am complimenting them because the turnaround in the company’s financial fortunes has certainly been significant this year,” Holder said. 

 

(RSM)