19D Welches Terrace
St. Thomas
Barbados
Vincent Hippolyte
Access Coordinator
Ministry of Communications and Works
Woodlands
Montserrat
2nd January, 2010
Dear Sir
I understand that the term LEAVE NO PASSANGERS BEHIND has been used euphemistically to refer to the mission of the Fly Montserrat airline which operates between Antigua and Montserrat. This statement apparently is not the actual sentiments of the Captain Nigel Harris.
On Sunday 2nd January 2011, I had a flight booked to travel from Montserrat to Antigua which was scheduled to leave Montserrat at 9a.m. Unfortunately, when I arrived at 8.15a.m I was met at the counter by a young lady, who had no visible signs of having had any customer relations training and who informed me that the flight had left. After which she basically ignored me. I asked her what was the possibility of another fight and she said that they were all full and that I would have to speak to Nigel Harris.
Nigel Harris returned from Antigua about 9.15a.m.from Antigua. In a rather heavy handed, arrogant, and patronizing tone, he had me told that I had arrived late and that the flight closed at 8a.m. I told him that I had not heard of a flight leaving 45 minutes early having traveled extensively on a number of airlines including LIAT and Virgin Atlantic. He told me that all airlines had the right to leave at any time after the flight was closed. I told him that I did not appreciate his patronizing tone and he walked off. When he walked by moments later, I asked him whether there were other options, he replied that I would not get my money back; he was busy and continued through the departure lounge.
My questions are several:
1. What is the relationship between the Government of Montserrat and Fly Montserrat?
2. Montserrat is already in a fragile situation in regards to its transportation of people to and fro. Subsequently, that Nigel Harris should behave so haughtily and with such monopolistic omnipotence, when dealing with paying customers who have onward connecting flights is disturbing. Are there other passengers out there who have had similar experiences with said Nigel Harris?
3. If Nigel Harris is in charge of the movement of Montserratians now that WINAIR has left, what recourse does one have for addressing grievances when current management’s response is unprofessional, uncooperative and downright rude?
4. Who are the Montserratians on the Board of Fly Montserrat? And are they aware of the lack of common courtesy, lack of customer relations; lack of empathy in the said Nigel Harris?
5. Is Nigel Harris the right person to manage Fly Montserrat? Comments made by onlookers suggest that this behaviour is his modus operandi.
At any rate I am stranded. The ferry gone. And WINAIR GONE TOO. C’est la vie. But you see me if I was not a Montserratian there is no way on God’s green earth I would step back in this country. Travel too precarious and unpredictable. But you know what Nigel Harris – you nah stop me from come back ya! Notwithstanding the “non-refundable” policy of Fly Montserrat which is the case of most airlines, the reality is that all airlines provide a credit for passengers who are unable to fly for whatever reason. In the meantime, I await some kind of credit for the money already spent so that I can come back for Christmas 2011and get some ANSWERS to all of the above questions.
I humbly await a response.
Regards
Yvonne Weekes (Ms.)
Montserratian
cc
Honourable Chief Minister, Reuben Meade
Honourable Minister of Transportation, Charles Kirnon
MNI Alive
The Montserrat Reporter
