Complaint letter to LIAT goes viral

Complaint letter to LIAT goes viral
Branson
Branson

Most letters of complaint are filled with anger and vitriol and there is hardly any humour in them.

Not so with a complaint letter written to regional airline, LIAT.

The letter penned by tennis pro Arthur Hicks was so funny that it caught the attention of CEO of Virgin Airlines Richard Branson, who had himself been the subject of a hard-hitting and funny complaint letter.

Branson tweeted the letter to his more than three million followers on Twitter. It was picked up by numerous news organizations and as the old saying goes, the rest is history.

“How to write a complaint letter — read this hilarious note from a frustrated airline passenger,” Branson tweeted.

Below is the full letter.

Dear LIAT,

May I say how considerate it is of you to enable your passengers such an in-depth and thorough tour of the Caribbean.

Most other airlines I have travelled on would simply wish to take me from point A to B in rather a hurry. I was intrigued that we were allowed to stop at not a lowly one or two but a magnificent six airports yesterday. And who wants to fly on the same airplane the entire time? We got to change and refuel every step of the way!

I particularly enjoyed sampling the security scanners at each and every airport. I find it preposterous that people imagine them all to be the same. And as for being patted down by a variety of islanders, well, I feel as if I’ve been hugged by most of the Caribbean already. I also found it unique that this was all done on “island time,” because I do like to have time to absorb the atmosphere of the various departure lounges. As for our arrival, well, who wants to have to take a ferry at the end of all that flying anyway? I’m glad the boat was long gone by the time we arrived into Tortola last night — and that all those noisy bars and restaurants were closed.

So thank you, LIAT. I now truly understand why you are “The Caribbean Airline.”

P.S. Keep the bag. I never liked it anyway. 

The LIAT letter appeared in the weekly British Virgin Islands newspaper, the BVI Beacon, earlier this year.

“It is important to take customer feedback on board in order to improve – and also to be able to laugh at yourself,” Branson tweeted.

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14 COMMENTS

  1. very funny letter....it was written is such a sarcastic manner........ but LIAT will never change. look the put surcharge so now like tickets gon b more expensive

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  2. Acronyms for LIAT: Leave Island Any Time, Luggage In Another Terminal, and the greatest, when the attendants wore a purple outfit with a shiny belt buckle; Leave It Alone Tonight!

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  3. Is anyone listening?? Isnt this airline funded largely by tax payers??....How can we get out of this political quagmire called LIAT... Politics & politicians are holding caricom nationals hostage as result of LIAT's incompetence....The cost of operating LIAT at the expense of taxpayers, has divided us as a people, it has restricted our movement, impeeded our growth, affected the social and economic development of our respective territories....I say its time for a revolution...

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    • Does the St. Lucia Governemnt contribute to LIAT? Lat time I checked the major shareholders and contributors of funds to Liat was Antigua, Barbados, St. Vincent and i think they just got a contribution from Dominica. Liat should stop its social responsibilty to the caribbean and only fly profitable routes unless the government of that unprofitable route becomes a shareholder.

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  4. I honestly dont know what it will take for liat to seriously try to improve their customer service. This must be the billionth complaint letter. i know because i have written atleast a million.

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  5. I love that letter! I have flown many times on Liat and have to pretend I am in a movie to keep my blood pressure down. Yes, one time flying from St. Lucia we left 2 hours late, landed in Dominica then on to Antigua where we had to deplane, get new boarding passes, go through security, get on the freshly cleaned same plane then arrived in St. Maarten 3 hours late. One never knows what gate they are leaving from either and no Liat personnel is at the gate until 10 minutes before departure. But hey, at least there is a Liat and we can get from island to island quicker than going by boat.

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