Retired LIAT employee blames tourists for poor service
Travel Tips — By Chris on January 28, 2010 at 4:01 pm
A few weeks ago, I wrote about how LIAT has a reputation for delayed luggage and bizarre arrival/departure times. I used some real -life examples from my trips, which were backed up from several of my fellow passengers on the Diamant. I also gave some tips for dealing with the airlines (read them here).
Yesterday, I received a detailed comment from a retired LIAT worker who chastised visitors for expecting such basics as getting their luggage and having depature/arrival times that matched those that were published.
While I appreciate that Jim took the time to respond in such detail, I’m a little amazed that he’s blaming the airline’s notoriously bad reputation on tourists. I agree that you don’t always expect efficiency at some of these smaller airports, but I’m not sure that’s the best way to compete for tourism dollars. Most people who I’ve met on the islands who take LIAT follow all of the airline’s recommendations – and still have trouble receiving their luggage or dealing with connections. Anyway, I’ve reprinted the comment here for people to read and respond.
You can take it from a West Indian and a former employee of LIAT (now retired) that this airline – whether you like it or not – is an inter-island bus service.
A survey taken of LIAT’s passenger count just a few years ago showed that close to 100% of LIAT’s passengers are regional – between the eastern Caribbean islands – and just going from one island to another (not making international connections for locals and tourists).
Recognise also, please that most of LIAT’s flights are also “milk runs”. That is, not hub and spoke or direct flights, but island-hopping – they stop at almost every island in the chain on the way to their turn-around point – like a subway train – and just a couple of short delays en route can turn into a long delay near the end.
If you are unlucky enough to join the aircraft near the end of it’s sectors and the flight is late, that’s what you are complaining about. When this happens, ask yourself instead “Why didn’t I take the earlier flight???”
And if you are especially unlucky, by the time the aircraft gets to you the (limited size) baggage hold may already be full and your baggage – in whole or in part – may have to come on a later flight.
So, if you are supposed to leave on your international flight from another island at 3:00pm DO NOT leave your departure from the island where you are living or visiting at noon to give you only an hour or so to connect (and then blame LIAT for your grievances)… get the earliest flight that will get you there will much more time than you need.
Locals in that island have to be there 3 hours before departure – what made you so special?
The Caribbean is NOT, repeat NOT, Kennedy, Chicago, Heathrow or Pearson. Efficiency is not to be expected in the region – and face facts, the laid-back atmosphere is the reason you came to visit or love to live there.
So get with the program… LIAT is too busy performing a safe inter-island bus service, it is NOT a first-class jet-powered reliable connection to your international flight, it is a Third World bus turboprop airline trying to satisfy everybody within their regional mandate with a limited budget and government-limited fares.
Just like it is at home – wherever you may live – concerning the urge to get to work on time, it is YOUR responsibility to get to your flight home on time… so be there early and make allowance for delays.
When you are at home, your Boss doesn’t give a rat’s poop about your sleeping in or your traffic on the way, so you should not start thinking it’s OK to chastise LIAT because you don’t want to leave home or your vacation spot until the absolute last possible moment – and then expect everyone to rush around making sure your needs are fulfilled.
Just like at home, it ain’t gonna happen…
What do you think of Jim’s comment? Write it below.
Tweet This
Digg This
Save to delicious
Stumble it
RSS Feed
8 Comments
Fortunately, I’m not at all amazed that you twisted my words. In fact, I pretty much expected that to happen.
Read it again, and you will see that I am NOT blaming tourists for LIAT’ poor service (a fact I acknowledge – but, as I said, there are reasons for it).
What I AM saying is that LIAT’s business is not in all practicality provided for tourists, and – in my observation – North Americans especially have a misconception that they can behave badly on vacation and have the same expectations as when they are back home.
Many people don’t like to hear talk of the “entitled” ones – especially the entitled ones! – most of whom are in North America. But in commercial aviation these are the ones who deliberately sleep in, have another coffee, squeeze in in another meeting, schedule another activity, when they should have been at the airport hours ago.
These are the ones who are told they need two hours for an international connection, and then schedule their flights with less than an hour to make the change.
In any case they rant and rave in front of other passengers because they now have to stand in line (or run like hell to the other side of the terminal), and more times than not miss their flight.
Then it becomes someone else’s fault, of course. Unless you are yourself an “entitled” person, you will have seen and been disgusted by them too.
I am not saying that ALL of LIAT’s tourism clients are like that, but not ALL of them come to the internet and complain for situations they could have avoided.
As a pilot with LIAT, the latecomers I saw rushing out onto the ramp (after the ground crew had closed the main aircraft door) were invariably non-regional tourists – the “entitled” ones – screaming and shouting and wildly waving their six or seven assorted carry-on bags as though their usual bad behaviour would change somebody’s mind.
So my point was not just to do with missing baggage. But it was everything to do with allowing enough time for things to go wrong – which includes missing baggage coming on a later flight – and still make a connection, at a different airport, in a different country, going through Customs and Immigration as required, and sometimes having to check in again for the connecting international flight back home.
It is pointless to behave badly as a foreigner and get sympathy in almost any Caribbean country. You may succeed with the “scream and shout” technique at home, but in most of the Caribbean people are going to laugh at you – whether to your face or behind closed doors – and walk away so you can have your tantrum all to yourself.
We already know you’re no there for a long time, but you are there for a good time… that does not excuse bad behaviour. Anywhere or any time.
There were some other tips about flying on LIAT on the Board where I posted… my Post may be taken in the same vein.
But don’t blame LIAT in instances that are your own fault and behaviour you would never even consider when at home.
Jim –
I’m sorry if you felt that I twisted your words. That’s why I posted your comment in full, so people could make their own conclusions. I’m not a “cut and paste” blogger
Personally, I’ve never behaved badly at a Caribbean airport. In St. Vincent, I actually defended LIAT to a fellow American who was ranting and raving. He seemed to think that the airline was purposely delaying luggage for the tourists and not the locals – which was insane and xenophobic. We avoided him during the rest of our stay.
Honestly, my tips were so people who are traveling this airline know what they are getting into. I told people that they should plan ahead, as things don’t quite work the way that they are used to. Setting expectations is the best way to diffuse a potentially negative travel situation.
In your original response, it seemed like you were lashing out a bit. I still think that it’s a basic tenant of customer service that people get what they are expecting. I wish LIAT would let people know that their planes may not take all of their luggage, or that times are a little flexible. That would probably help everyone, yes?
Again, I appreciate your comments on the issue. It’s always great to have people in the industry put forth their point of view. I hope you feel welcome to return to the board.
Sorry, but I saw my words as twisted, especially from the headline of this new Board/Post. At no time did I blame tourists for LIAT’s poor service, just tried to make it clear that expectations should be lowered, and – as you yourself suggested – travellers should book their flights and arrive at the airport with plenty of time to spare.
As an experienced traveller I am sure you have never behaved badly… I no longer have jumpseat or any worthwhile travel privileges, but when I do travel I try to be smart about it… by using direct flights and making sure I am at the counter at least two hours before the airline wants me there. A required 3-hour check-in means I am there 5 hours before, with no lineup check-in takes mere minutes, and then I have lots of time to relax and do whatever will occupy my time.
For a morning flight invariably the entire counter area is empty, and my bags are among the first to get down to the containers to be loaded on board – I don’t have to worry about them. For an afternoon flight the check-in area is usually sparse and I have the same baggage advantages.
So far, my baggage has never been lost or damaged, and I have never missed a flight. I also arrive and leave the various airports relaxed, unhurried, and unflustered with time to browse, correspond, have a meal, whatever.
LIAT has many problems, not the least of which is a chronic and long-term (decades long) incompetence at virtually all management levels. LIAT has always also been plagued by political interference and machinations for one part-owner or another to get some particular sweet deal over the others.
So the employees – who aren’t making much money if the first place, don’t get many perks, and have to suffer from all this nonsense – are also getting the shaft from the other side of the counter.
It’s not easy dealing with fellow West Indians in the first place, but it’s considerably harder to do your job when you know there’s a managerial abyss – as far as support is concerned – immediately behind you.
Everybody has problems, I merely wanted to let your readers know that LIAT is no exception (and why).
Jim – It’s good to have your comments, for an “inside” point of view. Feel free to come back and jump in whenever you can help other readers.
As someone with family from the Caribbean, I can say that while LIAT may be an inter-island bus system, there is no excuse for always late. In fact my own mother will not fly with them. She’d rather take American Airlines when she wants to go to Antigua then go stop in St. Thomas and then head to Antigua on LIAT.
I’ve had other family have ‘unscheduled’ stops. Whatever the reason is not the issue. The issue is that LIAT made no attempt to provide answers or take care of the passengers. A family friends was diabetic and was given $6 to buy some food to keep her blood sugar up.
I’m not sure what you’re trying to justify Jim. When a flight is suppose to land at a certain time, it’s suppose to land at a certain time. If it’s going to take 8 hours and it’s been like that for years, don’t put on the schedule and the ticket that it will take 2.
If you have delays tell people why and then say when things will get fixed. They can’t do anything about but it make people feel better.
I know it not just tourists disgusted with LIAT but island residents also. They just keep flying LIAT because they really don’t have any other choice.
First, I have made my comments here, on TWO threads. That you can’t be bothered to read and understand what I said I will not take on my shoulders.
Having said that, in my first Post here I mainly defended myself here from the headline that I blame tourists for poor service… NOT SO.
READ MY COMMENTS.
And I said that for decades LIAT has been badly managed…
READ MY COMMENTS.
LIAT is also constrained as to what it can charge on any particular route. Between bad management, political interference and having to “do the best it can” operationally, I also said that people – foreigners, especially, should not expect North American standards from a Third World airline.
READ MY COMMENTS.
Yes, LIAT is sometimes late… but not always. In fact, the the last decade LIAT’s on-time performance has improved into the 90% range.
Yes, LIAT sometimes makes unscheduled stops. At one time that used to be attributable to our politicians abusing their authority and demanding one flight or another make a special stop to pick them up.
I have not worked there for 15 years, but nowadays I suppose a realistic reason for an unscheduled stop might be that another flight on that route broke down or was running late, an over-flight was running almost empty, and it was worth the delay to stop and pick up the people fuming at the unserved airport.
As for flights leaving early, perhaps the people complaining about that aspect are the ones – usually North Americans – who refuse to pay attention to schedules, refuse to be anywhere on time, refuse to be corrected, refuse to take precautions… and then blame everyone else for their own stupidity and tardiness.
Here’s the kind of thing I mean… a travel agent made a list of stupid calls she got while at work. Here’s one… from a list of many. It’s funny to us, but imagine having to listen to this kind of crass, backwards stupidity every day and not slamming the phone down in their ever-uncaring ears.
–
A woman called and said, “I need to fly to Pepsi-cola on one of those computer planes.” I asked if she meant to fly to Pensacola on a commuter plane. She said, “Yeah, whatever.”
–
I think if I was talking on the phone with Brian above would take the greatest pleasure in slamming the phone in his ear. In fact, this is my last Post to this thread.
If anyone else has something to say, for heaven’s sake READ MY COMMENTS.
And then take a long hike off a short pier.
Whoa! Let’s not get in any fights here. Jim, thanks again for posting your views. But Brian has the right to post his experiences too. Everyone benefits!
Jim reveals the mentality insode LIAT, no wonder they can’t run a profitable or reliable airline.