New LIAT CEO takes office; promises to improve airline

Evans promises to listen to staff
Evans promises to listen to staff

The newly appointed CEO of LIAT – The Caribbean Airline – arrived from the United Kingdom on Sunday with a promise to listen to staff to determine how to improve the regional carrier.

“The years I have spent in the airline business have taught me that there is no monopoly of wisdom in the CEO’s office,” said David Evans.

The new LIAT chief executive underscored the value of listening to staff who were “those closest to the customers and who have the best insight into what the customers want.”

Evans, responsible for the Caribbean when he was Area Manager for British Airways, announced he plans to begin his duties by listening to the shareholders, staff, the customers and LIAT stakeholders “who definitely know the airline much better than I do.”

Leveraging his experience working in 14 countries and over four continents, Evans stressed that communication will be central to LIAT, both internally with his staff and externally with the traveling public, but added he will be staying true to the mantra of “keeping it simple” and avoid over complicating messages.

The new CEO believes taking good care of customers is the basis of success and declared the airline’s service will be a key differentiator because “it is people who deliver service not airplanes and engines.”

Evans served a number of airlines in several regions and is convinced of the importance of positioning LIAT as the airline “of the Caribbean and for the Caribbean.”

Turning to LIAT’s refleeting process, Evans said the new ATR aircraft represent a major opportunity to enhance the in-flight experience, and LIAT’s route network makes it a very attractive partner to international carriers.

“I will focus on what we do well, and what we can do better,” he said, indicating that putting in place some small wins to improve performance while laying down longer term plans will be part and parcel of his approach.

David Evans is a results driven executive with more than 35 years of experience in senior roles within the aviation industry. He speaks Spanish, French, German and Mandarin Chinese, and holds an MBA in Business Administration from Lancaster University and Combined Honours in Modern Languages from Wadham College, Oxford University, England.

He assumes the chief executive responsibilities from Mrs. Julie Reifer-Jones, who has been Acting CEO since the resignation of Ian Brunton in September 2013.

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48 Comments

  1. Lickle Dread
    April 23, 2014

    Dae has to get som man from ENGLAND?

    • Yabby Scratch
      April 23, 2014

      :evil: :evil: :evil: :evil: :evil: :evil: :evil: :evil:
      WOW. WOW. WOW. The not trust us why they not hire from Caribbean! No respect for them.

      LORD GOD, Our FATHER IN HEAVENEN, THANK YOU, YOU ARE GOD.

  2. cindy mills
    April 23, 2014

    They need to relocate the head office to another Caribbean island ,if some of these employees in antigua is very unprofessional.

    • Deleoncourt
      April 24, 2014

      Like the ones in Dominica are?

  3. Natureislelover
    April 23, 2014

    The first thing is to train the staff in customer service and how to follow a query or concern right through to the end.
    Staff must take responsibility must be accountable must be professional.
    Improve Communications especially whilst passengers are Intransit .
    A total overview of fares between Islands in the region.

  4. Anonymous
    April 23, 2014

    The first thing is to train the staff in customer service and how to follow a query or concern right through to the end.
    Staff must take responsibility must be accountable must be professional.
    Improve Communications especially whilst passengers are Intransit .
    A total overview of fares between Islands in the region.

  5. April 23, 2014

    LORD GOD, Our FATHER IN HEAVENEN, THANK YOU, YOU ARE GOD.

    This is interesting , l.i.a.t the airline of the caribbean, for the caribbean.

    Speaking of priorities, knowledge, Wisdom, Understanding and Vision. What or who helped in preventing the observation, appreciation, and concentration on the things We do Well, and what We Can Do Better? Were We Given the go ahead to put small wins in place ? What about Laying down long term plans by Us Previously? Were they accepted, or considered, or rejected at once when they were spoken or presented on paper?

    A Nation, Tongue/ language, a people so diverse, also said “to be multicultural. ” Could any good thing be found in the Islands,’ the caribbean’? For We Know Good Things Come Out of there and Requested in high demand elsewhere! The Record proves much.

    Have You ever asked If such areas for priority, integration for Growth has not been accomplished, so close yet far apart, and in need of much the other neighboring Islands Offer. How then can they ever be able to handle a court system governed by laws so broad, complicated, not far reaching, maybe bias, controversial, to say so few, when they have not been able to Share LOVE? LOVE GOD AND Love Your Neighbor. Where or what is the connection of The Islands?

    Knowing that IS GOD WHO GAVE THE POWER TO GAIN Wealth, if that is taken away from the people, or the people reject their position or The Position Of Remaining Connected TO THE SOURCE, THE LORD thier GOD; What do you exect? Can they do what they Did before, or what they may take pleasure in doing today, especially Travel?

    Many are the plans of a man’s heart but It Is THE LORD PURPOSE THAT WILL PREVAIL.

    LORD GOD Our FATHER IN HEAVEN, THANK YOU FOR YOUR MERCY, PROTECTION, AND CONTINUAL DIRECTION AND LOOKING OVER YOUR PEOPLE IN The Earth. THANK YOU FOR YOUR Many BLESSINGS AND YOUR LIFE. We WILL CONTINUE TO LOVE YOU AMEN.

    Thank You For the airline, Workers, Those Who Use or not for Traveling and All Concerned.

    The effects of Change We Welcome, Appreciate, Embrace and Be Part Of For Good.

  6. Anonymous
    April 22, 2014

    yes the hucter boat is more reliable than liat not me with them noway.

  7. Popam
    April 22, 2014

    Despite many years of suffering from Liat’s poor service, I still remain optimistic that the service will improve. (Poor service is documented well enough). Being a Liat customer, I do not expect to have access to inside information on operational matters, however, I do expect a higher standard of service as a paying customer.
    I was pleased when PM Skerrit (and the DLP) invested in the carrier and had hoped that, this investment was to improve the aging fleet and staff of the company in order that the long suffering customers would begin to regain confidence in LIAT and it’s services.
    Now that the fleet has been improved (by ‘design’), I hope the staffing will receive the same treatment. The new CEO is a start. Thank you.

  8. April 22, 2014

    Personally, LIAT will get MY MONEY “WHEN” its airfare from San Juan to Melville Hall, Round Trip, costs LESS than the airfare from Fort Lauderdale to Melville Hall.

    • Pedro
      April 23, 2014

      You are in trouble as Seaborne’s fares are no longer competitive. It was only a marketing thing last year. Liat’s is officially cheaper now, but the customer service may not be worth the cost. No airline flies from Fort Lauderdale to Mhall; and no other airline matches Liat on price from Puerto Rico now unfortunately.

    • April 25, 2014

      I agree with you.

  9. Francisco Telemaque
    April 22, 2014

    “The years I have spent in the airline business have taught me that there is no monopoly of wisdom in the CEO’s office,” said David Evans.”

    Really!

    I do not believe you have any question to ask the staff of LIAT that your predecessors has not ask the for almost sixty years LIAT is in Existence. You are destine to fail as all those who came before you; there is a curse on LIAT, and if you do not know what is a curse, here is a term you people use in England: the term is (Jinks).

    LIAT is Jinks, you will soon find that out!

    According to your resume you have never manage an Airline, though you claim to have worked all over the place in various capacities, nevertheless, not in the management of an operating airline. The fact that you are prepared to ask questions already proves your incompetence, you should have already brief yourself with LIAT operational system, and ready to make the necessary changes in order to make LIAT a profitable entity!

    LIAT problem is money, how are you going to generate more revenue, by maintaining the status quo? LIAT can fly across the Caribbean every minute of the day transporting the same amount of passengers, you will be in the same situation as those who came and left before you all because LIAT is not generating enough revenue; LIAT has never been a profitable entity. Your presence in Antigua is not going to make any difference, so just enjoy the fun, sea sand, sun, and some Antigua Cavalier Rum for a short period, and head back to England.

    And by the way prior to returning to England recommend that they shut LIAT down, as it stands that is the best alternative!

    Francisco Etienne-Dods Telemaque

    • warrington
      April 22, 2014

      who are you to predict that his roll as ceo will fail? man lets wait and see what will happen :mrgreen:

      • Francisco Telemaque
        April 23, 2014

        Who am I to predict his failure?

        I will tell you: I am not one who goes to the fortune teller; nor do I believe in signs and omens, however; I am quite capable of utilizing what is known as deductive reasoning! You see it is simple; if for almost sixty (60) years, LIAT has been in operation; doing business the same way, they have shifted headquarters from Antigua, to Barbados, and back to Antigua over the years trying to find a solution to LIAT’s economic woes; to no avail; what make you believe this guy has the magic wand?

        LIAT have changed many CEO’s; Black, white, West Indians from across the Caribbean, and local Antiguan’s too, also foreign whites prior to this man: nothing helped; in this new guy case I do not see how he who lacks the management skills of the day to day operation of an airline is going to work some kind of miracle to cause an entity such as LIAT to become solvent overnight or in fifty years!

        What new technique can he implement to bring about a large windfall of revenue which LIAT ultimately needs. Assuming he has plans to take LIAT internationally, that could make a huge difference, however, if the status quo is maintained, ten people with his lack of experience will not change LIAT causing it to become profitable. LIAT present route have been unprofitable for almost a hundred years, and so it shall remain for the rest of LIAT’s existence. If he increase the cost of a ticket, that will make things worst okay, if he reduce the price of a ticket the result shall be the same.

        As for the operating expense, LIAT has absolutely no control over how much they spend in maintenance, and fuel cost; LIAT is a failed, and dead cause!

        The only way I see LIAT becoming half way decent profitable, is if they get some larger carriers, and commence commercial international flights, and that would mean the implementation of a fleet of 747’s, and 777’s and such large jet propulsion passenger aircrafts. That was thought of by Gerald Jerry Watts, Antiguan born to a Dominican mother from the village of Vielcase. Upon his recommendation LIAT purchased two 747’s, They flown from Antigua to Jamaica, and Antigua to Trinidad; in less than one year they were pulled from service, never to be seen again.

        Right about that time Jerry Watts, advised the powers that be in Dominica at the time which was the favorite party of by name ” The Labor Party;” our government, and peoples response was “we doh ready for no jet port yet in Dominica, Antigua. and Barbados have one already!”

        Hahahahahahahahahahahahahahahahah!

        So you see my friend, I am not joking, there is nothing this guy can do in order to turn LIAT into a profitable entity, hence, their situation is going to get more bleak when Gonzales International Airport in St. Vincent becomes fully operational!

        Francisco Etienne-Dods Telemaque

    • April 22, 2014

      “You are destine to fail” NOT NECESSARILY. NOTHING IS IMPOSSIBLE. Let us HOPE that while the new CEO is LISTENING those he are listening to LISTENS TO HIM.

    • dady
      April 22, 2014

      why don’t you hide your educated self for a while

    • Simply the Truth
      April 22, 2014

      LIAT is a Caribbean airline. Whatever LIAT’s problems as tardiness and lack of service, I doubt it will fail. LIAT has been around for too long. Customers/passengers are accustomed to LIAT and will be tolerant even though dissatisfied with its service. Dominicans will still continue to use this airline. After all it is a stone’s throw from D/ca. I will have no qualms to utilize this airline on my next visit. Furthermore, would I have a choice, another alternative when I land either in A/gua or B/dos?
      My concern with LIAT is that it improves its service. In the past few years, this airline has received much criticisms which the new CEO is fully aware of. He should be given an opportunity to prove himself according to his vision and promises. Therefore, let us be positive that something good will come out of this and the new CEO will deliver according to his obligations, LIAT’s obligation to customers and their expectation.

      • Francisco Telemaque
        April 23, 2014

        It will not fail as long as Dominica which is more or less totally dependent on LIAT is compelled to contribute money in order to keep it afloat!

        Mark my words, as soon as St. Vincent International Airport becomes fully operational, the song and dance in Dominica will be different; since LIAT will become history. LIAT survives not because of volume in business, but because it is subsidize by the so called share holders which are some governments of the Caribbean including Dominica, which was forced by the same man Gonzales who told our government that we do not need to build an International Airport in our country, while he was negotiating to build one in his country St. Vincent.

        Remember, Gonzalez recently held a gun to our Prime Ministers head, and demand that he implement (dumped), eight ($8,000,000.00) dollars into LIAT, had Skerrit not complied with the wish, and orders of tyrant Gonzalez:

        Hahahahahahahahahahahahahahahahahahahahahahah!

        Gonzales would have long pull LIAT out of Dominica. Have you ever taught about that? It would be very interesting to see how you defend this one.

        Francisco Etienne-Dods Telemaque

    • Mr Fox
      April 23, 2014

      Gassa you full of sunshine oui! Please read over what you wrote there and consider how ludicrous it really is. You actually expect a new CEO, knowing that he will have an upward struggle with certain managerial and operational issues to come out and say that to further antagonize those who will be resistant to his efforts?

      Now that that has set in, have a good day.

    • dafriend
      April 23, 2014

      Telemaque, reading through your nonsense, it appears to me you are the only one capable of sorting LIAT out. Why didn’t you apply for the job? Or maybe you did and did not get considered! Sour grapes perhaps? Spare us all your wisdom – you think you know it all.

  10. sunshine
    April 22, 2014

    I agree with J.F. I hope thete will be improvements sooner rather than later. Communication is all impotrtant. Staff on the ground deal with travellers with contempt. GOOD LUCK Mr Evans.

  11. J.J.John-Charles
    April 22, 2014

    We were not happy, when the whites judged us by the colour of our skin.Now, we are doing the same.

  12. Esther
    April 22, 2014

    Welcome… happy workers make happy customers. Please sort things out. Many of LIAT’s staff need to be taught Customer Service; this should be on the Priority List.

  13. Arbitrator
    April 22, 2014

    I don’t support LIAT and their crappy service, however the new CEO spoke about taking care of customers but if the employees are unhappy, the customers will never be happy. Word of advice Mr.CEO, if you have happy employees they will bend over backwards for the company and the customers.

  14. hmmmmmmmM
    April 22, 2014

    Fire those dirty pilots as well.

    • Black
      April 22, 2014

      Hmmmmmmmm….fire the pilots? why? because they strike when they dont get paid? HMMMMMMM HMMMMMM

  15. Black
    April 22, 2014

    Who is that idiot shouting yayyy – white man – white man? – the same foolish mentality thats kept we black people at the bottom – you think if a caribbean black man was appointed CEO of british airways – the brits would be saying yayyy black man – black man? he was never gonna get the job in the first place – ahhhh – we black foolish west indians

    • April 22, 2014

      Was the LAST CEO not BLACK? What did he do? Although I agree that there had to be a black man capable of doing the job, and doing it well.

    • Anonymous
      April 22, 2014

      So true. Sometimes I wonder who is more racist. I come to the conclusion it is us. We need to snap out of this. It is holding the country back. In this time and age there is no space for stupidness like this.

  16. Tears are a Language
    April 22, 2014

    We have a lot to learn in terms of customer service in Dominica but in Antigua especially where LIAT is concerned they are at the infancy stage therefore I agree with Grell who stated as long as LIAT remains in Antigua it will remain a curse.
    “it is people who deliver service not airplanes and engines.” and the people who deliver service on behalf of LIAT in Antigua need to learn to give good service.

    • grell
      April 22, 2014

      thank you for years i have been speaking about the crappy sevice in antigua.esp towards dominicans.

  17. grell
    April 22, 2014

    More bull,the staff they are the worse,as long as liat remains in antigua it will remain a curse,you should stay in the uk,liat will remain the caribbean deplorable airline.

  18. Truth
    April 22, 2014

    Yes white man teach the black man. I rather work with white ppl any day over black ppl.

    • Simply the Truth
      April 22, 2014

      A good point. This comes with experience for the majority of us. Much more could be stated about that.

  19. Dominica_Lover
    April 22, 2014

    Paroles, paroles, action speaks louder than words. I will wait, but there are many problems that are not the fault of LIAT. The problems being, that there are too many high taxes in the Caribbean. Not only do we pay taxes for using the airport, but the airline also pay a landing fee based on the size of the airplane that is factored into the fare rather than having a separate price.

    The Caribbean is an unattractive place for any airline. All airlines are late and lose bags, it is nothing new with LIAT and the frequency is about the same for MOST airlines. Taxes and fees are the reason airline fares are ridiculously expensive.

  20. Pedro
    April 22, 2014

    Ask the staff? really? like the staff cares about what the customer wants or thinks? Take a look at this website, for those who may have no idea what Liat is like. But we Caribbean people know that Liat may need cash but even more importantly needs a serious purging of ideas, management and staff. Any new CEO must be prepared to rock the boat big time. Yes, Staff including pilots are not happy, but mr CEO you will be doomed to fail if you dont recognize that the customer is the core of your business. Out of 70 reviews by passengers (regional and International), Liat scores a 2 out of 10 on this review site:http://www.airlinequality.com/Forum/liat.htm

    • me
      April 22, 2014

      Staff usually know where the issues lie and he is new – he’s not going to have that information and will be looking for guidance.

  21. Oh Yes
    April 22, 2014

    This approach sounds reasonable. The most successful companies have a strong culture which LIAT needs to work on and listening to staff is a critical aspect of accomplishing this.

  22. Anonymous
    April 22, 2014

    I was talking to a friend from Caribbean Airlines last week and he told me the former CEO had one goal and that to ensure LIAT bought the ATRs as opposed to the Q400.

    He said he did the same thing at Caribbean Airlines before he left.

    LIAT is rotten to the core. I don’t know if it can be brought back from where it is. That airline should be shut down completely and let the private sector step in.

  23. nyc
    April 22, 2014

    This is what the CEO said The newly appointed CEO of LIAT – The Caribbean Airline – arrived from the United Kingdom on Sunday with a promise to listen to staff to determine how to improve the regional carrier. Why would you listen to your biggest problem (emplyees). I was in Antigua coming from SJU and a lady bag was lost. If that lady was my mom or grandma that Liat employee would have a serious problem. The employee told the lady you see i have your bag and just walked away from desk. Now the new CEO wants to listen to the employees. Is this another April fools joke? Caribbean government needs to open the air market to interested companies. Liat mgt is operating the company like we are still in the sixties.

    • Simply the Truth
      April 22, 2014

      Customers/passengers must learn to lodge a complaint directly to the head of the company, the CEO. When you want action and immediately so, you go straight to the top. Give details, date and time the incident occurred and ensure you get the employee’s name. This employee should be demoted or fired. Some of them really need to be re-trained. They lack customer service skills.

  24. DBusiness
    April 22, 2014

    Yesss!!! Qualifications!!! Yes White man…show them how it’s done!!

    • Dominica_Lover
      April 22, 2014

      Because he is white, you think he is knowledgeable? If that is your thought process you must have a mistrust of most Dominicans.

  25. St.Joe
    April 22, 2014

    yeah Right! same old head so you will get same old stories and results.
    This guy is retired and should not be used.

    • April 22, 2014

      He really look tired and sleepy. He will listen alright, while he sleeps.

      POOR LIAT.

  26. J.. F.....
    April 22, 2014

    Ask the staff what the customer wants ??? Really Mr Evans.
    It’s quite simple. Just make sure the planes fly, on time, and when there is a problem inform the customer and offer help.
    O and do try to get the staff to make sure our luggage also arrives with us. I think it is also called CUSTOMER SERVICE.

  27. 2Cute
    April 22, 2014

    Mor Sav!

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