BARBADOS TODAY-By Jenique Belgrave
After weeks of severe disruptions, with delays and cancellations causing frustration and leaving several travellers stranded in airports, the founder of island-hopping interCaribbean Airways has landed here to tackle the issue personally, giving assurances that measures are being taken to rectify the problem.
In an exclusive interview with Barbados TODAY, Lyndon Gardiner, the founder and chairman of the Turks and Caicos Islands-based airline, expressed regret on behalf of his 32-year-old airline for the inconvenience caused to passengers and sought their patience as the company worked through its challenges. He announced the deployment of an additional aircraft to help bring flights back on schedule, stating: “I’m pleased to say that today, we will be very close to on schedule.”
The disruptions primarily stemmed from staffing issues, which Gardiner highlighted as one of the major challenges faced by the airline. Problems at regional airports have often resulted in delays for departing and arriving flights, leading to a cascade effect throughout the day, eventually leading to cancellations when flight crews timed out.
“Some of our biggest challenges down in the Eastern Caribbean, in fact, throughout our network, has been the staffing issues that have created delays and cancellations,” Gardiner stressed.
To tackle the issue head-on, the airline’s founder arrived in Barbados earlier in the week to meet with the ground handler responsible for staffing at the Grantley Adams International Airport. He outlined several steps that have already been taken to mitigate the disruptions and improve operations.
“I’m here to address those issues and decide what additional support we need to bring here. I recognized that we needed to bring some additional flight crew here, and we’ve already brought those people here,” Gardiner said. He added that further changes were being implemented to enable the arrival of an additional aeroplane in the short term, allowing them to handle delays more effectively and prevent cancellations.
Gardiner assured the public that all these measures would be in place by mid-August, and he expressed the airline’s commitment to improving its services. He extended an apology, stating: “We recognize that we have not done a good job in delivering the services to them, and I, as the highest officer of the company, extend our sincere apologies.”
He called for understanding and an opportunity to correct their mistakes, urging customers to have faith in InterCaribbean Airways to resolve the issues and ensure smoother travel in the future.
As part of its effort to improve customer experience, the airline is already overhauling its communication system, said Gardiner. He revealed that the carrier plans to implement a real-time information system that will keep passengers informed about their flights, including any potential delays or cancellations.
With these steps underway, the InterCaribbean Airways head said it aims to regain the trust of its passengers and restore its reputation as a reliable and efficient airline.
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It’s Still Shit.
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Whatever the issues are the CEO and his team should be given an opportunity to fix them so that our people should enjoy hassle free travel in the spirit of CARICOM.
Definitely agreed! Let us support our own! What may seem as problems to many are actually areas of improvement and opportunities.
32 years???? and dis is the level of SHITTY service?
I was reading and when I saw 32 years I was dumbfounded!!!! How are you only now thinking of a information system to keep passengers updated after whole 32years of operations!!!!!??????
Yet to be seen. Will reserve further comments after mid August
I am not sure if you need to wait for Mid-August before commenting. We just need to look at the issues that people have been experiencing. Then the CEO has identified the main problem was staffing and his solution was to add another plan. Wow, is the added plane going to help with staffing?
People have been delayed for long periods, even requiring overnighting, denied boarding when using valid ID and the list goes on but the CEO made no mention of training, customer service and compensation – just add another plane. SAD.
At this stage, i think the governments of the region needs to intervene.
I can’t believe this piece of air-crap has been around for 32 years. I’ve never heard of them before COVID and the demise of LIAT. I think they just need to go back to flying between Turks and Caicos for which they are more suited. I pray 🙏 LIAT soon rises again like the Phoenix from the ashes. Oh how I missed the best inter-caribbean airways ever.
Treating passengers like dogs will remain in our minds forever. Leaving people stranded at airports without a single word said in this modern communication technological age is unforgivable. People are unable to catch their connecting flights and are left stranded at airports, without accommodations or a single meal. Not even announcements of cancellations .
Of course the Caribbean needs a proper airline. Our governments failed badly in this regard with LIAT. The role that LIAT played should not and cannot be counted in dollars and cents or profit and lost. LIAT spin-offs to the entire Caribbean was invaluable. Any airline operating in the Caribbean should be subsidized by our governments. LIAT should be Subsidized like UWI. LIAT was the single largest contributor to the Caribbean economy in my view. During carnival and crop over large contingent of people from throughout the region converged on one island . For sporting events- cricket, football, netball, athletics, can go on and on LIAT transported our people. Many become successful and wealthy individuals due to this exposure. Our students to the UWI and the various institutions of learning. We traveled for medical purposes. We traveled to get our visas and overnight in Barbados. We traveled to attend graduation, social events and funerals of family members and friends. LIAT offered air freight too. LIAT transported everything- Animals, vegetables, plants, even heard a pilot said one time a bag of crabs got loose on his flight.
I am sure if all the government ministers and officials that have robbed these countries pay back 10% of what they have stolen from our people and half of that goes to subsidize LIAT. We would be in great standing. Today the Caribbean sounds like some antiquated place to travel. Almost every flight are hours late or don’t show up.
Well said.. We were treated worse off than dogs. Imagine you showing up to the airport for your flight.. They are taking you off your flight and saying that they are not responsible for you if you leave on your flight and miss your connecting flight. When they are supposed to be responsible for you from the beginning of the flight until you get to your destination. And then wants to tell you they can put you on a flight one month later based on their reservation office. All this bull s#lt and not even an apology. Liat always had an agent to talk to their passengers.. INTER CARIBBEAN on the other hand are acting like ghosts.. No one to talk to.. No one to tell you anything.. Inter Caribbean hire workers and get your act together.. Pay your fees at the airports and don’t let passengers feel the brunt of your carelessness. I done tark!
This airline is even worse than LIAT at its worst. They have no accountability and when they lose your suitcase you don’t get compensated. They say oh well, you’re lost. Just kill the airline and let’s all just take a boat. It’s better for the peace of mind
Totally agree. Sadly these issues existed way before the last few weeks. Travelled in May 2023 and most of the passengers had issues. Luggage being removed from the aircraft; delays with no communication whatsoever unless asked; no direct agents; missed connecting flights with no concern as to the passengers plight and no refunds; smelly and unhygienic aircraft… It’s ridiculous plus their baggage weight allowance is ridiculous.
And pigs can fly only way I will believe that if I see that happen a pig fly
I was at Barbados airport and see these people deny passengers boarding because they were trying to return home to Antigua on their Antigua driver’s license after they had come from successfully obtaining their visa at the US embassy. Telling them that they cannot travel on their driver’s license. And one lady is trying to explain to them that as OECS member states any government issued ID can be used and that Antigua immigration will accept it. These people did not even take the time to ask a question to the relevant immigration authorities, they just denied the woman boarding. They did the same to a woman from St. Vincent who had come from the US embassy and trying to get back to Antigua on her St. Vincent driver’s license. And although they are once again trying to explain to them that OECS member states have that privilege of traveling between the islands using a government issued ID. That too was to no avail and she was denied boarding as well. Somebody needs to educate them on the “Treaty of Basseterre”
Well said.. We were treated worse off than dogs. Imagine you showing up to the airport for your flight.. They are taking you off your flight and saying that they are not responsible for you if you leave on your flight and miss your connecting flight. When they are supposed to be responsible for you from the beginning of the flight until you get to your destination. And then wants to tell you they can put you on a flight one month later based on their reservation office. All this bull s#lt and not even an apology. Liat always had an agent to talk to their passengers.. INTER CARIBBEAN on the other hand are acting like ghosts.. No one to talk to.. No one to tell you anything.. Inter Caribbean hire workers and get your act together.. Pay your fees at the airports and don’t let passengers feel the brunt of your carelessness. I done tark!
https://www.tumblr.com/antigua-barbuda/135305807725/remarks-intercaribbean-airways-arrival
InterCaribbean Airways were Invited into the Eastern Caribbean (Antigua) in 2015 by then Minster of Tourism, Asot Michael to fill the void left when LIAT(1974) Ltd ceased their Antigua to Santo Domingo route. However short lived Dominican Airline PAWA started up around the same time with larger aircraft and initially offering two free suitcases as a perk. InterCaribbean scaled back the Antigua to Santo Domingo route as a result and concentrated on Antigua to BVI .
The Barbados hub in 2021 was also an attempt to fill the void when LIAT(1974) scaled down and restarted scaled back operations under some funky Court Protection with an Auditor calling the shots. (Auditor ? Ha ha. That has been your big mistake Gaston)
LIAT(1974)’s attempt to restart service to Guyana after InterCaribbean Airways had started their service were hindered by the Guyana government in 2021. (That one for you to ponder Mr Reece)
For comparative costs on running a decent Caribbean network :
Alan Stanford’s two Airlines Caribbean Star and Caribbean Sun allegedly lost over US$ One Billion dollars in trying to put LIAT(1974) Ltd out of business by duplicating their network.In fact Stanford got hit so hard by this (loosing Other People’s Money of course) that he even turned over the leases of some of his Dash8 aircraft to LIAT(1974) Ltd and unused tickets to try to save some of his loses .
LIAT(1974) also went through a very bad operational patch with the old Dash8’s with flight cancellations like crazy. They recover with their last re-fleeting to ATR’s until COVID19 forced passenger flights to be suspended .
While decent flight operations were achieved prior to this point LIAT(1974) was probably being run with the financial stability of a ponzi scheme. Thus the big gap in assets vs liabilities in 2020 .As an entity owned by several Caribbean Governments were can one publicly find Audited Financial statements from 1998 – 2022 ? . Were is the Transparency ?.
By the way LIAT(1974) Ltd was actually privatized around 1998 which eliminated the previous share holding of the Caribbean Governments. If I recall a “Mr Hadeed” was Chairman. The private ownership did not last as they could not make it and the Governments of Antigua, Barbados and St Vincent had to step in taking us up to the events of 2020 and were we currently are.
@Commentator
Thanks for the comprehensive rundown on the history of the airline business in the Eastern Caribbean.
To this I might add: among LIATs problem was its Barbuda route.
When LIAT stop flying to Barbuda the Barbudan people interestingly had very little or nothing to say. You may want to inquire or you may already know why.
Gaston had Cutie Benjamin produce the Act that allowed LIAT to file for reorganization in defiance of the other shareholders wishes for liquidation.
Of course neither Gaston or his AG Cutie Benjamin were not familiar with the process and the fact the decisions are in the hands of The Reciever and the Judge.
The three parties having a say; one being the creditors allowed Gaston to insert himself into what should be the role of the Bankruptcy Judge and the Receiver with the creditors at the table.
Given that wages and pension funds (pilots and LIAT workers) takes priority over shareholders interest; Gaston as the the party with the Shareholder’s interest should have little to say.
Given the political controversy about LIAT workers payments; the Judge and the Reciever gladly stays in the background. That is dereliction of their duty
In any event with Caribbean Airlines slowly and smartly rolling out its coverage of the Eastern Caribbean; soon the Eastern Caribbean should have competitive airline services.
Let’s hope that InterCaribbean do the smart thing and compensate its passengers for their costs and losses. Doing so is one of the ways they can rebuild their good will.
Making excuses about personnel problems and for patients and giving assurances that measures are being taken to rectify the problem is not good enough.
Mr. Gardiner should know better as the founder of airline that’s has been in business for over 30 years.
He is not doing himself any good with his dissatisfied customers; many of whom are hurting from the treatment they have gotten.
* neither Gaston or his AG Cutie Benjamin were not familiar with the process
@ Commentator
I share your thoughts on lack of transparency.
The lack of transparency is just the way of life in the Caribbean.
The leading institution of higher learning UWI, like all other institutions are failing its people.
They don’t even offer a symposium or seminar on transparency.
Other than their graduate physicians, and teachers; all others are given a certificate to go out and hussle.
The Garrison Communities exist in UWI backyard in Travoli and other places. A phenomenon that now affects other Caribbean islands.
Our youths who are the Tick-Tock generation has no idea of civics and good governance.
They equate good governance with hand out and free bees made possible by politicians.
Thanks for your information about the history of the the airline industry in the Caribbean.
Never miss the water till the well run dry! LIAT was the best invention created in the Caribbean by Caribbean people. It was the force of integration which we cursed and did not even recognize it was doing a great job.
Plantation greed and badmind of our southern family sought to kill LIAT but the nurturing of the northern islands seek to keep LIAT alive even if we no longer own it.
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