YOUR SAY! RESERVATION CONFIRMED I made a reservation for a fl ight but used a 2008 calendar. I confi rmed the fl ight and then noticed the mistake. When I called LIAT to tell them, I was not sure what to expect. However, employee Danica Carelton noticed my good business and waived the $ 25 fee. This has shown me that LIAT works with its customers, and I will remember her graciousness and great attitude. JONATHAN M. HOLMES, NETHERLANDS, ANTILLES CLEARED FOR TAKE- OFF What a wonderful lady; the greatest possible advertisement for your airline. We experienced a very long delay after our fl ights from San Juan to Barbados were delayed/ cancelled. Your staff in San Juan were informed of the need for the six of us to make our connection with Virgin Atlantic in Barbados. When we arrived in Antigua, Elizabeth Brown, passenger service coordinator, took immediate control of the situation. She made arrangements for us to be met and looked after in Barbados and rearranged our Virgin fl ights. She was charming, professional and effi cient. BRIAN & JULIE CAMP, FRANCES & GRAHAM JOHN, STEVE & JACKIE JONES, OXTON UK AN IMPROVED SERVICE I have often complained about the service provided by LIAT, but recent experiences mean I must now give you some praise. I was booked to travel to San Juan with American Eagle from Tortola and the fl ight was cancelled. I then purchased a ticket from LIAT at the airport, and the ground staff were very courteous and effi cient. Again travelling from Anguilla to Tortola, the check- in agent in Anguilla was very professional and the cabin crew were a credit to you. IAN CLARK, BY EMAIL Letters from YOU! Tell us about your travel experience with LIAT. We want to hear from you. Email: zest@ zingmag. net LIFT OFF WITH LIAT WIN FREE FLIGHTS WITH LIAT FOR A YEAR... OR ONE OF OUR FANTASTIC INTERIM PRIZES. To enter, book a fl ight to any LIAT destination between 1 May and 15 December 2009 and travel between 1 May and 31 December 2009. Once your journey has been completed, register online at liat. com for your chance to win! LIAT HAS FACED recent criticism over the cost of its fl ights. However, base fares have increased by less than 20 per cent on most routes over an eight- year period, and while fares have increased on some routes, they have declined on others. The fares charged are a combination of the ticket price and various government taxes. The biggest jump in the surcharge occurred in 2008 when fuel prices were skyrocketing to over US$ 100 per barrel. Since then, the surcharge has been steadily reduced, even though, while the price of crude oil has declined sharply, the price for jet fuel has moved at a somewhat slower pace. Focus on. customer relations In most organisations employees tend to view their Customer Relations Department as the " Complaints Department". This is where the most irate people are magically transformed into quiet and satisfi ed customers. At LIAT we are no different. The department is directed by Sonja John and staffed by Karen Weste, Andretta Phillip, Nutilia Simon and Chane Thomas, and serves as a direct point of contact for customers. Many inquiries involve routine questions and requests such as policy information. However some concerns are more complex and require additional research. In addressing customer complaints the offi cers are entrusted to resolve the problems encountered. The information gained by them is critical for guiding the business forward, and can be used as an early indicator to signal future problems. We are also able to improve our product offerings by better understanding customer needs. As well as with fuel, LIAT has faced increases in many critical operating costs including aircraft engines, spare parts, ground handling contracts, airport fees and charges. Many of these costs are higher, say, than for a typical US carrier, due to the short haul distances between the islands and the frequency of landings for each aircraft. However, LIAT recognises the needs of its customers and has developed programmes such as " Just Go", whereby passengers may obtain special deals, available online at www. liat. com. EXPLAINING THE MAKE- UP OF AIR FARES ll WIN FLIGHTS WITH BASE FARE US$ 132, REPRESENTING 64 % OF TOTAL FARE SURCHARGE US$ 23 FARE RATIO 11 PERCENT July - September 2009 ZiNG 79 TAXES US$ 50 FARE RATIO 24 PERCENT AN EXAMPLE FARE Sign up! LIAT has launched a newsletter, which will be sent via email on a biweekly basis. It includes information about special offers, events across the region and the chance to win a US$ 100 gift voucher every month. To subscribe visit www. liat. com and click on the e- newsletter ' Sign Up' button on the home page.

6 reasons to board our fl ights to Grenada LIAT fl ies to Grenada 63 times a week. Here are a few reasons why you should go! BEACHES Grenada's signature stretch of sand is the 3km- long Brand Anse Beach. Located on the southwest peninsular, it is beautiful and rarely crowded. NATIONAL PARKS Of the islands four national parks Grand Etang is the most accessible. With mountains, forests, waterfalls and a lake, this is ideal hiking country. REEF MOLINERE Reef Molinere Protected Seascape on the west coast is a great place for snorkelling and diving. The reef is also home to the unique Underwater Sculpture Gallery. A real must- see. RUM Take a glimpse into the past at the River Antoine Rum Distillery, which still uses the same machinery and methods to squeeze and ferment the cane juice that it did 200 years ago. ST GEORGE'S Described by many as one of the prettiest town's in the Caribbean, the capital is a maze of colourful streets built around the Carenage, a horseshoe- shaped natural harbour, CARRIACOU AND PETITE MARTINIQUE Picturesque, with fascinating traditions and a strong culture, these small islands off Grenada should be on every visitor's itinerary. 80 ZiNG July - September 2009 ZiNGLIAT LIATNEWS Y MAKE WWW. LIAT. COM YOUR FIRST STOP TO EASY TRAVEL IN THE CARIBBEAN Grenada! LIAT joins forces with Grenada 1 WE WANT TO FLY YOU TO STRENGTHENING THE RELATIONSHIP between LIAT and Grenada topped the agenda, as the regional carrier's chairman Dr Jean Holder met with the island's Prime Minister Tillman Thomas recently. The airline assured the prime minister that LIAT was prepared to work with Grenada to service both the island's travel needs and support its tourism developments. To further strengthen this commitment talks were also held with the Grenada Tourism Authority. Thomas said his government was committed to regional institutions and promised to provide whatever support was possible and necessary for improving the operations of the airline. Meanwhile, Holder said it was high time other governments supported the regional carrier. " Everybody should come on board," he said. " Regional governments must analyse the real cost of air transportation and have a more in- depth understanding of the challenges faced by LIAT." GRENADA BOARD OF TOURISM 2 3 4 5 6