LIAT withdraws videos after negative feedback
By OBSERVER media – Wednesday, July 10th, 2013.
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Less than 24 hours after releasing the challenge via video to Sir Richard Branson on Monday, the airline decided it would be better to remove all evidence of the video.
ST JOHN’S, Antigua – LIAT opted to pull a pair of videos, which it released on Monday in response to the complaint letter brought to light by Virgin Atlantic owner Sir Richard Branson, after negative feedback.
In the first video, LIAT’s director for commercial and customer experience Leeasa Parris-Rudder thanked Branson for “putting LIAT, the Caribbean airline, on the world stage,” and challenged him to a race.
But the attempt to leverage the huge global attention received from the complaint letter in the airline’s favour backfired.
The video quickly attracted a barrage of undesirable feedback and was heavily down-rated on social networks including LIAT’s official YouTube, Twitter and Facebook networks.
One person commented, “Lacks wit, taste and intellect. And she’s corny. Plus why take jabs at Richard – he didn’t pen the letter.”
People criticised the airline for being childish, unprofessional, embarrassing, for responding in poor taste and failing to take the criticisms seriously.
The second video was a more serious attempt by Parris-Rudder to address the concerns outlined in the complaint letter written by Arthur Hicks and sent to a British Virgin Islands newspaper earlier this year.
“We have been investigating this matter internally and have not found any letters of complaint lodged within our customer relations department,” Parris-Rudder said.
She went on to note the airline has found no complaints of lost bags but noted that Hicks does travel “quite frequently with us” and is “a valuable customer”.
“We are still in the process of speaking to the passenger to get some more details and to ensure that this passenger is satisfied,” Parris-Rudder said.
The head of commercial and customer experience also noted they hoped to piggyback on the publicity received from the complaint letter, which was picked up by some of the biggest media houses in the UK, US, Australia and elsewhere.
However all evidence of both videos was removed by the airline early on Tuesday after social network users criticised the response.
The complaint letter which pokes fun about a LIAT horror flight, was written by tennis pro Arthur Hicks. It was published in British Virgin Islands newspaper BVI Beacon in April.
ABC News, the Daily Mail, NBC, Fox News, the Washington Times, the Sydney Morning Herald, MSN, Yahoo, CNN, the Huffington Post, Newstrack India and the Miami Herald are among hundreds of media houses to have picked up on the LIAT complaint letter since Branson shared it.
(More in today’s Daily OBSERVER)
@David[BU]
This is precisely why old men don’t fight wars, we know the carnage is not worth the conflict.
Maybe fellows like Sargeant, Well Well and Simple Simon can now understand the illy thought out advertisement now it has traversed the world.
Like i said before this has nothing to do with blackness, it has everything to do with content and Jean Holder me the rest of them are poor managers me marketeers.
Youth is oft wasted on the young.
We the old coveys at BU do not expect you young Turks to come back here and apologize but we hope that you learn to defer to reason
Sorry, corrections read “managers and marketeers” and “ole fogeys”, the iPad always correcting the ole man
You just got to love LIAT, our only Caribbean airline. We hate them BUT what can we do without them.
8-year-old left at airport in apparent LIAT error
Friday, 19 July 2013 01:12
PHILIPSBURG–An eight-year-old child was left in the care of Immigration Services at Princess Juliana International Airport SXM last week Wednesday after being returned to the island by LIAT airline due to a flight cancellation.
The child, an unaccompanied minor on LIAT, was destined for Guyana from St. Maarten where she was to have been met by her parents. She was put in the care of LIAT and its handling agent Juliana Handlers for the trip, which was scheduled to stop in Antigua and in Barbados before touching down at its final destination at approximately 10:00pm.
The flight left St. Maarten at approximately 11:30am. On arrival in Antigua, the remaining leg of the LIAT flight (Barbados-Guyana) was cancelled. As the child had no supervision in Antigua, she was put back on a flight to St. Maarten.
Normal procedures dictate that LIAT’s flight attendants would have handed the child over to its agents once back at SXM airport. This was confirmed by Head of Immigration Geronimo Juliet, who stated that LIAT’s ground handlers would have had to be the persons responsible for leaving the child at Immigration.
http://www.thedailyherald.com/index.php/islands/1-islands-news/41065-8-year-old-left-at-airport-in-apparent-liat-error-.html
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