LIAT promises better customer service, notes one letter republished by Richard Branson
BVI News Online - Monday, July 15th, 2013 at 1:45 PM
Ian Brunton, CEO of LIAT
One man’s letter has solicited from LIAT, what several years of media queries and passenger complaints apparently failed to achieve.
The regional carrier today issued a statement in which it promised to improve its customer service.
It stated that the move was specifically in response to a letter written by a ‘longstanding’ customer Arthur Hicks.
Hicks’ sarcastic letter shot to prominence after it was republished by renowned British investor and owner of Necker Island here in the BVI, Richard Branson.
Branson’s treated of the letter was also reported twice by BVI News Online.
In its statement, LIAT acknowledged that the publication of Hicks’ letter in the BVI media was among the factors that resulted in its prominence and brought it to the attention of the airline.
Chief Executive Officer of LIAT Ian Brunton said an investigation was launched into the matter as soon as the letter was brought to the attention of the regional carrier.
LIAT said it telephoned Hicks who stated that the letter was not meant to be a complaint but a light-hearted post on his Facebook page.
The airline, which also described Hicks as a ‘longstanding’ customer, said: “The management of LIAT (1974) LTD refers to the many emails sent to the company and comments in the social media which have been generated as a result of the developments surrounding Mr. Hicks’ letter.”
Sir Richard Branson
Brunton further said: “To our employees, our millions of friends and valued customers, we have taken note of all your comments and suggestions. We appreciate all of them and express profound thanks.
“In the face of serious challenges, our focus remains on improving customer experience and achieving profitability.”
Hicks’ letter is again published below:
Dear LIAT,
May I say how considerate it is of you to enable your passengers such an in-depth and thorough tour of the Caribbean.
Most other airlines I have travelled on would simply wish to take me from point A to B in rather a hurry. I was intrigued that we were allowed to stop at not a lowly one or two but a magnificent six airports yesterday. And who wants to fly on the same airplane the entire time? We got to change and refuel every step of the way!
I particularly enjoyed sampling the security scanners at each and every airport. I find it preposterous that people imagine them all to be the same. And as for being patted down by a variety of islanders, well, I feel as if I’ve been hugged by most of the Caribbean already.
I also found it unique that this was all done on “island time,” because I do like to have time to absorb the atmosphere of the various departure lounges. As for our arrival, well, who wants to have to take a ferry at the end of all that flying anyway? I’m glad the boat was long gone by the time we arrived into Tortola last night — and that all those noisy bars and restaurants were closed.
So thank you, LIAT. I now truly understand why you are “The Caribbean Airline.”
P.S. Keep the bag. I never liked it anyway.
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