Heathrow’s passenger experience managers take customer service to the next level. With a third of all the airports passengers just passing through, it falls to the experience mangers to ensure they make their connecting flight and don’t end up spending the night on the airport floor.
Tonight the ITV documentary highlights the difficult job of the experience managers. We meet Jawad who has the daunting task of helping 72 Chinese tourists make their connecting flight to Lisbon but, with just one translator, he’s in trouble when the group splits in two.
We also meet two explosive sniffer dogs from the Metropolitan Police who are about to embark on a training exercise and Water Service Engineers Jon, Vic and Scott, who have the unfortunate task of cleaning a sewage tank under the airport.
Heathrow: Britain’s Busiest Airport, Wednesday, 9pm – ITV