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Stranded LIAT passengers allege 'poor' customer service

- decried lack of information from agents
Some of the stranded LIAT Passengers on arrival at Maria's By The Sea on October 27, 2015. Photo: VINO
It was explained that some passengers who were booked to leave the Terrance B. Lettsome International Airport on LI 527 out of Beef Island destined for places like Guyana and other far flung countries were sent off on other flights around 12:00noon while some 10 passengers for closer destinations like Antigua were made to stay back. Photo: VINO/File
It was explained that some passengers who were booked to leave the Terrance B. Lettsome International Airport on LI 527 out of Beef Island destined for places like Guyana and other far flung countries were sent off on other flights around 12:00noon while some 10 passengers for closer destinations like Antigua were made to stay back. Photo: VINO/File
The stranded LIAT passengers were booked to depart the territory at 7:00 AM on Flight 527 on October 27, 2015. This news site received calls from several of the passengers shortly after 4:00pm, venting their frustrations that they were unsuccessful in their efforts to get proper word from the LIAT’s agents as to the status of their flight.Photo: www.cbn4.com/File
The stranded LIAT passengers were booked to depart the territory at 7:00 AM on Flight 527 on October 27, 2015. This news site received calls from several of the passengers shortly after 4:00pm, venting their frustrations that they were unsuccessful in their efforts to get proper word from the LIAT’s agents as to the status of their flight.Photo: www.cbn4.com/File
BEEF ISLAND, VI – A large number of persons booked to depart the Terrence B. Lettsome International Airport at Beef Island cried shame on the customer service they reportedly received from LIAT agents after their flight was cancelled on October 27, 2015.

It was a long day for most of the passengers who were booked to leave the territory at 7:00 AM on flight 527. This news site received calls from several of the passengers shortly after 4:00pm, venting their frustrations that they were unsuccessful in their efforts to get proper word from the LIAT’s agents as to the status of their flight.

“Customer service wasn’t good because every 40 minutes we had to take it on our own initiative to go and find out what exactly was going on with the flight. They wouldn’t use the system to announce it that the flight would be delayed. They only did like once this morning (yesterday morning) and said that they would get back to us about 9:30 but by the time they came again we were already by the counter waiting to hear what was going on, and all they announced, not even calling the flight number, said all LIAT passengers please come to the counter,” alleged one of the passengers, Ms Heidi.

Another passenger, Ms Michelle Gabriel, said that later in the morning a LIAT agent told them that they were going to charter a flight for them to get to their destination, however, that was never the case. “They told us since morning that they were going to charter a flight for us and every half hour is another half hour and until about 3:30pm they called us and give us the bad news to say they didn’t get through with the charter for us and we will have to stay on until tomorrow (today),” explained Ms Gabriel.

It was explained that some passengers who were booked to leave on LI 527 out of Beef Island destined for places like Guyana and other far flung countries were sent off on other flights around 12:00noon while some 10 passengers for closer destinations like Antigua were made to stay back.

“No breakfast, no Lunch, I think one and two persons got lunch but no one offered me lunch, no luggage we stranded like lost people,” said Ms Catherine Cabon.

About ten passengers who were eventually booked into local hotels said that their frustrations were prolonged because when they asked for their luggage they were told that it had left the territory. “They couldn’t tell us where on earth our luggage went, we here with just what we had in our hand. I have absolutely no clothes, my medications gone, my blood pressure up and they telling me they cannot help me, I have to find whatever money in need to get stuff because they have no money to give us,” Ms Gabriel further added. Her statements were supported by another passenger, Sheldon Richards.

When some of the passengers arrived at Maria’s By the Sea where LIAT had arranged for them to spend the night they were allegedly told that they were only allowed dinner at a cost no more than $25 and no breakfast for this morning.

When contacted a local agent told this news site they were not at liberty to speak with the media and directed us to their Head of Corporate Communications, Mr Desmond L. Brown. Up to post time, Mr Brown had not responded to our email queries.

One of the local agents also asked our reporter since when such issue becomes news worthy and questioned if that is what journalism has come to or whether LIAT was a target.

39 Responses to “Stranded LIAT passengers allege 'poor' customer service”

  • Hmph (28/10/2015, 10:26) Like (22) Dislike (2) Reply
    LIAT is de worstest airline i ever heard abot - if dem be a private busines dem be bankrupted but de governents dat own it keep given it mo dollars - all me can say is total foolishness
  • tarzan (28/10/2015, 10:32) Like (12) Dislike (4) Reply
    That's when yo have monkeys running your business.
  • quest (28/10/2015, 10:57) Like (32) Dislike (5) Reply
    Just asking, how did these obviously strangers know to contact VINO?
  • knuckle 509 (28/10/2015, 11:00) Like (21) Dislike (0) Reply
    They're lucky they didn't get a good beating or a box down.....but on a serious note- their customer service sucks
  • Mick Mars (28/10/2015, 11:19) Like (14) Dislike (0) Reply
    This ain't 'alleged' any more, it's well documented.
  • WHY? (28/10/2015, 11:20) Like (22) Dislike (6) Reply
    Why your blood pressure medication not in your carry-on?
    • Sick (28/10/2015, 12:41) Like (32) Dislike (10) Reply
      Why the woman's blood pressure medication have to be in her carry on? The woman can choose to put it wherever she wants! Its LIAT sick behaviour of sending people's bag ahead of them, or to another destination etc that leave the woman without her medication! AND the woman expect by the time she landed at the next destination and collect her bag AS PER SCHEDULE she would have her medication just in time for the next scheduled medication time. Asking about why it not in her carry-on! Nonsense! LIAT IS THE PROBLEM!! NOT WHERE THE WOMAN KEEP HER MEDICATION!!!!
      • Wrong (28/10/2015, 22:22) Like (16) Dislike (0) Reply
        Unless you are a fool you dont put essentials like medication, carkeys, etc in checked in baggage with any airline anywhere in the world.
    • LI who? (29/10/2015, 07:03) Like (3) Dislike (0) Reply
      I had an encounter with LIAT with my carry-on. Didn't get it until the night before leaving my vacation, to find some of my stuff missing. Yet, they told me they were not responsible. So putting her medication in the carry-on might be a bad idea as well but rather it should be put in your hand bag when it comes to LIAT!
  • Liat 521 (28/10/2015, 11:22) Like (16) Dislike (0) Reply
    but what else is new with LIAT we have been so for years
    • W*F (31/10/2015, 16:33) Like (0) Dislike (0) Reply
      @Liat 521
      Times have changed. What used to work years ago is not working now. We have evolved, we have grown and transformed into an educated population that has a penchant for excellence, which includes exemplary service. So if you people at Liat don't want to, or refuse to change to meet the challenges of an evolving and growing community, then Liat should do the honourable thing. Bow out. The Airline industry is a service industry so Liat should either shape up or ship out. Are you really a Liat employee? If you are,......................, don't know what to say.
  • costumer. (28/10/2015, 11:30) Like (19) Dislike (0) Reply
    Let me tell you the same thing a said before: Liat agent 0% costumer services, you need to have passion for the job you do... they don't have it at all. always angry, haughty, wrinkled face... I really do not understand
    what wrong with them.
  • W*F (28/10/2015, 11:35) Like (33) Dislike (1) Reply
    This is why it is incumbent on our government to bring in another airline, to serve the territory. Liat service has been the worse for many years, and they don' t think they have to improve because they don't have competition. I was stranded in Barbados, and when I enquired from a Liat agent the status of my flight, she replied, "I don't fly the plane". From the CEO of Liat, down the line to the ground employees, this organization is the WORSE.
    • Schups (28/10/2015, 14:48) Like (6) Dislike (2) Reply

      Government cannot bring in an airline that is just ignorance. We all know the minute government get involved you all will start the sell out nonsense. Live with the sloppy service since we love and adore £$%^&* ignorance.

  • Hmm (28/10/2015, 11:42) Like (19) Dislike (1) Reply
    Sigh....how & why is LIAT even in business still, such a waste. To be quite honest the staff at Beef need to be sacked as they have no manners, no respect, no form of professionalism when it comes to customer service. Then look at this:

    "One of the local agents also asked our reporter since when such issue becomes news worthy and questioned if that is what journalism has come to or whether LIAT was a target."

    That person can't be serious right? This the problem with the BVI, all form of dirtiness going on & the answer is to sweep it under the rug and hide it from ppl knowing. Keep your mouth shut & go like nothing wrong....SMDH, this place needs a divine intervention
  • Sick of Liat (28/10/2015, 12:36) Like (12) Dislike (0) Reply
    Shame on LIAT!! They continuously do this nonsense! It is beyond shameful...And how is it that the passengers are still there but their baggage sent to another destination. This airline needs to get its act together, they are too often, too ridiculous and lack any sort of professionalism......SICK OF IT
  • @sick (28/10/2015, 14:06) Like (7) Dislike (0) Reply
    I see where you're coming from.. But I personally feel when it comes to your medications its important to have it close by because you never know what's going to happen... I hope she is ok tho.
  • sane (28/10/2015, 14:34) Like (12) Dislike (1) Reply
    LIAT is notorious and has always been known to be unreliable. Why do people still not pack necessities in a carry on? None of this should be any surprise by now, it is a major risk to go on LIAT.
  • idiots (28/10/2015, 14:49) Like (1) Dislike (2) Reply
    But they don't want the extended airport with proper airlines, let's use liat and ferries lmao!!!!!!
  • hell (28/10/2015, 15:13) Like (8) Dislike (2) Reply
    Beef island workers are the worst. Pigs. Sheep and Goats. OMG. I hate travelling because of how they behave. Whenever there is a good and serious manager that wants to bring about change. They get rid of them.
  • sTAFF AT aIR PORT (28/10/2015, 15:56) Like (0) Dislike (2) Reply

    C C AINT U A CHEF AT MOORINGS RESTAURANT ???? WHAT U DOING GOING IN TAXI...

  • ground sea (28/10/2015, 16:51) Like (9) Dislike (1) Reply
    PEOPLE LISTEN UP IF YOU PUT A PIG IN A PALACE IT IS STILL A PIG NO MATTER WHAT YOU DO A PERFECT EXAMPLE( LIAT).
  • Ja rules (28/10/2015, 18:47) Like (5) Dislike (2) Reply
    This government will not try to get a next airline unless one or two them get their hands in it that's y liat doing what they want in the bvi the ticket prices is outrageous yet this government sit back and allow it
  • BAD MAN (28/10/2015, 19:00) Like (0) Dislike (0) Reply

    She work for moorings restaurant mwv has a chef that Ca...rine c...n

  • Mark (28/10/2015, 20:42) Like (4) Dislike (1) Reply
    Wait a second, its LIAT we really talking about? whats esle is new?
  • i had my share (28/10/2015, 22:15) Like (0) Dislike (2) Reply
    It is because the people who used Liat service most of the time is down island people. This is what we experience and if/when we speak out about it people thus say "i u have a choice my boi go back way u cum from da aint we problem" But aint is bad and shameful to know the BVI is a tourist destination and Late@ is the only main airline provider
    • ddb (29/10/2015, 08:36) Like (4) Dislike (0) Reply
      This is the dumbest comment I've read. There is no way you can blame the BVI people or government for the woes of LIAT. If you want to play the 'down island' victim then I suggest you look at the same 'down island' governments who have been subsidizing the shitty airline.
  • father above (29/10/2015, 07:15) Like (2) Dislike (0) Reply
    what a mess
  • Wendy (29/10/2015, 08:37) Like (1) Dislike (0) Reply
    Whatever efforts made to enhance vitalize and move forward with the tourism product of the BVI if LIAT is in the mix, will be a failure. This is not news. Pleeeeeese BVI, make every effort to cut ties with LIAT. AnOngoing relentless effort with no break is a must. Having business with LIAT and touting tourism is tom foolery. We know this. Sometimes when you cannot do better u say no matter but not in this situation.
  • Notice (29/10/2015, 08:51) Like (1) Dislike (0) Reply
    LIAT, typifies the up de islun Caribbean chain and its peoples.
    Mass confusion,ignorance,uncivil going around in circles with repeat performances of lunacy.
    Comfortable in their mess .
    The way the BVI is moving,it too will be in the mix as it continues to shovel this dirge into our shores to the extent of becoming a country with a dominancy of such people and their cultures of disrespect.
  • former passenger (29/10/2015, 10:09) Like (0) Dislike (0) Reply
    I was on Liat FL512 on June 8th. Which had mechanical problems and we were broken down on St. Kitts on way back
    to Tortola. I just heard back from Liat the other day about my questions and concerns and my claim - and they denied
    any compensation in the bizarre situation after the plane was grounded. Truly part of the mess was due to the
    customs and immigration in Antigua in the dead of night, and not allowing passengers out of the locked airport terminal
    in St. Kitts. But overall, it stank. I do note no article about the events back in June and just saw this on line now.
    There MUST be something done to get another carrier and air routes from the BVI to other Caribbean destinations.
    The current situation is plain sick.
  • mad (29/10/2015, 13:59) Like (0) Dislike (1) Reply
    LIAT is a joke. Laughable at best. What makes it worst is that They could care less. Antigua is the problem. Unless they move LIAT head office to Barbados it will always be bad. Antiguals are a waste and its their arrogance...
  • secret agent (29/10/2015, 15:19) Like (0) Dislike (1) Reply
    I went thru security at Antigua just to change planes with Liat and the security guard or whatever it was, demanded
    to see the bulge in my pocket. I pulled out my James Bond handkerchief that 'Q' had given me, and unloaded some
    nose stuff into it to prove its harmlessness. I was going to spend a week in Antigua but had aborted that plan.
    Antigua is a card. Maybe Pinochet liked to vacation there.
  • Yes (29/10/2015, 16:16) Like (0) Dislike (0) Reply
    is the government still operating here
  • S.R. (01/11/2015, 08:13) Like (0) Dislike (0) Reply
    It is no better on the incoming end!! Full plane, one immigration officer, all residents/belongers taken first (with lots of extra welcoming/gabbing), while tourists wait. Is that how we create more tourism?? I do not think so. No new airport will fix that. Dream on NDP. Keep teasing the people with promises.


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