Connect with us

News

Is lack of empowerment in the workplace negatively impacting the customer experience in TCI? 

Published

on

#TurksandCaicos, November 14, 2022 – Research has clearly shown when employees feel empowered at work, it is associated with stronger job performance, job satisfaction, and commitment to the organization or institution.

Despite our stellar rating as one of the world’s top tourism destinations, many would agree in some cases what we have seen over the years in Turks and Caicos Islands, is not a reflection of workplace empowerment.  Be it in government or the private sector, the lack of ownership and empowerment is prevalent in some offices.

Management in some cases has failed to empower their employees by delegating authority, decision-making, and sharing of pertinent information.

Working in top management positions for a large portion of my career, I have found that if you ask the right questions, in most cases you will find the answer is right in the room amongst your employees.

It behoves management to take the time to solicit employees input. Employees are the face of your business or institutions and through their interaction, they know what’s needed to satisfy the customer.

Furthermore, it’s pointless to solicit employees input if the information only remains in a file and nothing is implemented.

Follow up with the employee or committee on reasons why their input may or may not work at this particular time.

What I have found over the years is, if given the autonomy, in most cases employees are not seeking attention but simply know what they are doing and do it with pride.

Often times, what the customer perceives to be an attitude from the employee, could be a result of pent up frustration due to the lack of support or relevant information from their direct reports.

We need leaders in the workplaces who are not afraid to delegate authority to their employees, ask for their input, and encourage autonomous decision-making.

In my opinion, I believe it’s not being done due to the fear of being replaced, which is small minded thinking. To the contrast, it makes your own job easier and the office becomes more productive and customer centric.

Granted, employees will fail from time to time, but it’s all a part of learning. What’s important, is to have biannual performance based reviews with your employees so they are aware of the expectations, shortcomings and their progress.

On every job, you will find highly creative individuals just waiting to be discovered or given the opportunity.

Challenge them to generate novel ideas and to think of new ways of doing things rather then the status quo, just because the office has always done it that way.

Apart from delegating additional work, empowering leadership is also about mentoring and supporting employee development; not exploiting them, which we know is all to common in some cases.

What we need are leaders who can lead, not just checking off the boxes or just because they are your most reliable employee.

By empowering employees it allows them the opportunity to take more ownership of their role, and this is where a number of government departments, office settings and stores in our country are lacking.

It’s my belief that empowering employees in public service businesses such as the hospitality sector, healthcare or licensing departments is crucial. Most of these employees are key to organizational effectiveness and could prove to be more beneficial to your business and the country as a whole.

It’s important for businesses and institutions to build that framework for more efficiency. In essence, improving workplace efficiency is about helping employees work smarter, not harder or just doing busy work.

There are two key points to be cognizant off.

#1 Management often times fail to realize the employees are their most important customers and should be treated as such.

#2 In a tourism driven economy, employees often times fail to realize there shouldn’t be any distinction between the quality of service provided to locals vs tourists.

There are also other areas that could negatively impact the customer experience.

For example, important documents such as police records, birth certificates etc. all require a postal stamp. Why not make it convenient for customers and provide the stamps and include it as part of the fees?

Recently, our tourism department was outsourced to a destination management company. Perhaps, failure to empower employees in the workplace forced this decision. Albeit, this move may broaden our horizon, but let’s be clear, its our story our experiences and our passion that brought us to this point of being one of the most desirable destinations.

With that being said, in order for TCI to continually compete for world class service in the marketplace, we need to capitalize on the experience and expertise of our people. This will put us in a better position to deliver consistent results where good customer service and experience become the norm not the exception.

 

Ed Forbes 

Concerned citizen of Grand Turk 

Continue Reading

News

Spirit Shutdown Raises New Questions for Grand Turk’s Long-Promised South Florida Link

Published

on

Turks and Caicos, May 2026 – The sudden collapse of Spirit Airlines has added a new layer of uncertainty to Grand Turk’s long-discussed push for direct commercial flights into the South Florida market.

Spirit Airlines announced early Saturday, May 2, that it had begun an “orderly wind-down” of operations, effective immediately, cancelling all flights and warning passengers not to go to the airport. The Dania Beach, Florida-based carrier said rising oil prices, pressure on the business and the failure to secure additional funding left it with no alternative but to shut down.

For the Turks and Caicos Islands, the shutdown lands uncomfortably close to a policy question that has lingered since late 2023: which airlines were being courted to restore direct international airlift into Grand Turk?

In December 2023, Magnetic Media reported that Premier Washington Misick told the House of Assembly that the Government was in negotiations with two South Florida airlines to secure commercial flights for the nation’s capital. The Premier said significant efforts were being made for the “reintroduction of international airlift into Grand Turk,” with a commitment to direct airlift into the South Florida market.

At the time, Government and the Turks and Caicos Islands Airports Authority were attempting to get two airlines to provide biweekly flights, Magnetic Media reported.

No airline was publicly named.

That is where Spirit’s collapse becomes locally significant. Spirit previously operated in the Turks and Caicos market, but its Fort Lauderdale to Providenciales route was never returned to the roster following the break precipitated by the Coronavirus pandemic. Islanders had hoped that Spirit, with its South Florida base, low-cost model and historic connection to the destination, may have been among the airlines Government was exploring for a Grand Turk revival.

There is still no public confirmation that Spirit was one of the two airlines in those talks. But if it was, Grand Turk has now lost one of the most obvious candidates.

Spirit’s own statement said the carrier had reached an agreement with bondholders in March 2026 on a restructuring plan that could have allowed it to continue, but that a sudden and sustained rise in fuel prices ultimately left the company unable to secure the hundreds of millions of dollars in liquidity needed to survive. Chief Executive Officer Dave Davis called the outcome “tremendously disappointing.”

The shutdown stunned the aviation industry and threw thousands of travellers and roughly 17,000 employees into crisis. ABC News reported that Spirit’s final flight landed shortly after midnight Saturday, while the airline had been scheduled to operate 277 flights that day, all of them cancelled.

U.S. Transportation Secretary Sean Duffy said the federal government had activated airline partners to help passengers avoid being stranded, keep route access open and prevent fares from skyrocketing. United, Delta, JetBlue and Southwest agreed to cap ticket prices for affected Spirit customers, while American, Delta, Allegiant and Frontier announced reduced or frozen fares on overlapping routes.

Duffy also said passengers who bought tickets with credit cards should be able to pursue refunds or chargebacks, while other claims may have to move through bankruptcy proceedings. Spirit said credit and debit card purchases made directly with the airline would be refunded automatically.

The shutdown has reignited debate over the blocked JetBlue-Spirit merger. In 2024, the U.S. Justice Department celebrated JetBlue’s decision to abandon its $3.8 billion acquisition of Spirit, arguing the merger would have meant higher fares and fewer choices. Senator Elizabeth Warren had also warned that a JetBlue-Spirit merger would lead to “fewer flights and higher fares,” calling the blocked deal a win for flyers.

Now, critics argue the loss of Spirit may produce the very outcome regulators feared: fewer low-cost seats and rising fares, especially in leisure-heavy markets like Florida and the Caribbean.

That concern is not abstract. Spirit was still advertising low-cost flights from Fort Lauderdale to Kingston and Montego Bay in Jamaica, and to Santo Domingo, Santiago and Punta Cana in the Dominican Republic. Its terminated and active destination lists also show Caribbean reach including The Bahamas, Aruba, Belize, Cayman and Cuba.

For Caribbean travellers, the impact was immediate: cancelled flights, refund uncertainty, frantic rebooking and emotional farewells from staff who learned abruptly that the airline was finished.

For Grand Turk, the impact is less immediate but potentially more strategic.

The capital has been promised stronger air access for years, with Government tying direct airlift to broader plans for hotel development, tourism expansion and improved visitor movement beyond Providenciales. But no confirmed South Florida carrier ever materialized publicly, and now one of the few low-cost airlines suited to that route is gone.

The question for Government and the Airports Authority is simple: who were the two airlines, where do those talks stand, and does Spirit’s shutdown narrow the path for Grand Turk’s long-promised direct flight into South Florida?

Angle by Deandrea Hamilton. Built with ChatGPT (AI). Magnetic Media — CAPTURING LIFE.

Continue Reading

News

NO HURRICANES. NO PANDEMIC. STRONG FINANCES. WHY NO DIVERSIFICATION?

Published

on

Turks and Caicos, May 4, 2026 – Six budget cycles. Six years of polished plans and confident projections. Yet the question raised by Opposition Leader Edwin Astwood is now landing with force: where is the economic diversification?

Astwood’s response to the 2026/27 Budget cut past the numbers and went straight to what he described as a pattern of promises without delivery.

“Why are the promises not yet realized?” he asked in the House. “Why do costs continue to crush ordinary households?”

For him, the issue is not whether diversification is necessary—but whether it is actually happening.

Referring to repeated commitments by the administration of Charles Washington Misick to broaden the economic base, Astwood challenged what he said was a gap between intention and outcome.

“This bold assertion was never attempted nor achieved—just words on paper,” he said, before delivering the line that has since drawn attention:

“The Premier and his Ministers have bold talk, weak walk.”

Astwood pointed to what he called a “pattern of non-performance,” arguing that despite years of pledges, residents have yet to see clear evidence of new industries capable of strengthening the country’s long-term resilience.

His critique lands in a very specific context.

Previous administrations navigated some of the most difficult periods in modern history—Hurricanes Irma and Maria, followed by the COVID-19 pandemic. Those years were defined by crisis management and recovery.

By contrast, Astwood suggested the current administration has governed in comparatively stable conditions.

The underlying question is now sharper:

with stability, strong revenues, and improved financial standing—what has been built?

Astwood pressed the issue further by breaking it down into specifics—asking whether new sectors had been meaningfully developed, whether jobs had been created outside traditional industries, and whether the country is any less vulnerable today than it was years ago.

“The entire country knows that the answer… is no,” he said.

His intervention reflects the constitutional role of the Opposition—to test Government performance and demand accountability over time, not just within a single budget.

The concern he raised is not new. Economic diversification has long been identified as critical for a small, tourism-dependent economy like the Turks and Caicos Islands. External shocks—from global crises to disruptions in travel—have repeatedly exposed that vulnerability.

That is why the issue continues to resonate, particularly among younger residents looking for broader opportunity and long-term stability.

Astwood’s closing point brought it back to trust:

“Progress that exists only in speeches does not inspire confidence. Progress that exists only on paper does not build trust.”

Six years on, the debate is no longer about whether diversification should happen.

It is whether the country can clearly see that it has.

Angle by Deandrea Hamilton. Built with ChatGPT (AI). Magnetic Media — CAPTURING LIFE.

Continue Reading

News

WOMEN REGAIN GROUND IN CABINET AS AKIERRA MISSICK RETURNS TO FRONT BENCH

Published

on

The Turks and Caicos Islands Cabinet sees a renewed boost in female representation with the return of Akierra Mary Deanne Missick—a seasoned leader whose reinstatement signals both experience restored and a notable shift in the current administration’s approach to governance.

Her appointment as Minister of Home Affairs, effective May 1, 2026, follows a period where female presence in Cabinet had thinned. That shift traces back to the Progressive National Party’s re-election in February 2025, when portfolios were reassigned and former Tourism Minister Connolly was not returned to that post, leaving a noticeable gender imbalance at the executive level.

Now, with Missick’s return, that balance begins to correct—and the public response has been unmistakable. Across social platforms and in community chatter, the reaction has been one of joy and approval, welcoming back a figure many regard as one of the most capable and consistent voices in national leadership.

Missick, the Member of Parliament for Leeward and Long Bay, has held her seat since 2012, making her arguably the most firmly elected representative within the PNP. Her political résumé is extensive: former Deputy Premier, former Deputy Leader of the party, former Minister of Physical Planning and Infrastructure Development, and once the Government’s Leader of Business in the House.

Her return also follows a turbulent chapter in her political journey. During the first term of Premier Charles Washington Misick, Missick was abruptly removed from Cabinet by the Premier. She was one of two ministers dismissed during that term, a move that sparked widespread discussion about internal dynamics within the administration.

Fast forward to 2026, and the political landscape has shifted again. Just weeks after the termination of Otis Morris in April, the Home Affairs portfolio entered a period of uncertainty. Initially, responsibilities were split among three ministers—Shaun Malcolm, E. Jay Saunders, and Deputy Premier Jamell Robinson—after the Premier had indicated he would temporarily assume oversight.

That arrangement, however, appears to have been short-lived.

With Missick now formally sworn in, the Government has moved to consolidate leadership of the Home Affairs Ministry under a single, experienced hand. The official statement from the Office of the Premier points to her legal expertise as a decisive factor, noting the ministry’s substantial legislative agenda and the need for rigorous oversight.

Her return is more than administrative—it is symbolic. It reflects a recalibration within Cabinet, restoring both institutional experience and a stronger female voice at the decision-making table.

The number of women in Cabinet now stands at two—Akierra Mary Deanne Missick and Rachel Taylor, who serves as Minister of Education, Youth, Sports and Culture—marking a modest but notable increase in female representation at the highest level of Government.

For many residents, the message is clear: a tested leader is back, and with her, a sense of balance and confidence in the Government’s direction.

Angle by Deandrea Hamilton. Built with ChatGPT (AI). Magnetic Media — CAPTURING LIFE.

Continue Reading

FIND US ON FACEBOOK

TRENDING