Heathrow: Britain's Busiest Airport - S3 E1 | Our Stories

Documentary series which follows Heathrow Airport's army of 76,000 staff - from plumbers to pilots to police - as they deal with 200,000 passengers a day in a never-ending race to get thousands of planes away on time.

In this episode, a passenger arrives from Doha on the way to Dublin, but his final flight of the journey has been booked from Gatwick, almost 40 miles away. Can passenger experience manager Sue battle a cultural barrier in order to help him? Meanwhile, engineering apprentice Matt heads out onto the runway to calibrate the arrival lights and gets closer to a 747 than he ever thought possible. There is a massive new arrival in the shape of a brand new 787 Dreamliner plane, with senior first officer Dave flying to Seattle to collect the new aircraft. Finally, the airport's dedicated fire brigade extinguishes a fire on a 747, but fortunately it is just a drill.

Heathrow: Britain's Busiest Airport - Season 3 Episode 1

This film was first broadcast: 10 May 2017

Watch More Documentaries

Welcome to Our Stories, your home on YouTube for inspiring human stories that give us an insight into real people and real lives. Our exciting range of fly-on-the-wall style documentaries and special access reality programmes will give you an inside look into the everyday lives of people; exploring what life is like for those working in education, healthcare, policing and many others!

Content distributed by ITV Studios.

[ElFortunaLa]

I would be the happiest person in the world if I were closest to the runway, just like those engineers. Def amazing.😄😄

[phantomopera]

It's hard not to judge but.... you've been backpacking in Nepal for weeks and you have a full-on breakdown because you have to spend the night at Heathrow?

[aaliyah]

The man saying "you give me?" and she actually paid 😂😂😂

[ScepticalBrit]

The bag woman was ridiculous!!! how 😂😂😂😂😂😂

[Keepingitrespectfulmostly.]

8:08 Breathtaking to watch that plane take off. Only thing that bettered it was when I once saw Concorde take off.

[loki]

I ended up adopting a cat that got smuggled into the UK from Africa. She spent 6 months in quarantine. That was 13 years ago and she is still going strong.

[OhHeyItsShan]

Heathrow needs to hire polyglots! So many people with so many languages. If they can't understand/speak, ask the customer the country and then have a computer database to show which staff speak that language so you can ask that staff member to help translate OR hire people who work in customer relations to have more than English as their only language.

[abufuturetrunks]

I never understand people that would rather argue and miss their flight than just get rid of some clothes and decrease luggage weight

[levidaisyyoung]

I love they guys in the beginning crossing the runway... snakes on a plane hilarious..

[geraldpain]

Sue, Passenger Help Manager is just marvellous. She should have done psychology! Just excellent staff member. LHR Is lucky to have her. Gerald Melboune.

[sadiqalam]

I understand why she gave the guy £10, nice thing to do as well as saves her the trouble later but that’s how people with that guys mindset is always going to be, that someone else will take care of it and not for himself to

[landingslowly]

So glad season 3 is here!! This serie is awesome!

[raghavnarayan]

I'm from India and I don't care what anyone says, that guy is a mug, How are you going to complain about something that is your own fault and then be so rude to a woman like that when she isn't to blame for it? Such an embarassment to our country.

[MaartenOosterbaan]

even though it's old episodes it's still fun to watch.... 787 is super nice for passenger comfort...it's still behind on it's performance in fuel usage...almost 10 years on!!

[Stratos]

Those poor pugs shouldn’t be in the first place, entire breed has many health issues, they cant breath, diabetic and so on. People need to stop breeding these animals and just adopt pets. Many available and they will love you forever.

[BrianKitching-wvnh]

Thankyou for this very interesting video.Sue is very good at her job.Hope everyone got to where they were going safley. Thankyou for this video.
Best Wishes
Hazel

[mughalsquad]

Despite being older episodes, it's enjoyable to watch. The 787 offers excellent passenger comfort, though it lags behind in fuel efficiency after almost a decade! Speaking of efficiency, just like the convenience of Express Parking at Heathrow, the 787 has its own remarkable features!

[ElFortunaLa]

I would be the happiest passenger if I were among the ones flying on that plane for the very first time😅😅
I'm pretty sure everything seemed so perfect.

[Benplanes]

I'm about to embark on my journey as a customer service agent at Manchester airport. Little nervous but watching these and airline series I think its gonna be alright ❤❤❤

[Overlycomplicatedswede]

The both pugs are so adorable 😭 I don’t blame the lady for being upset for being seperated from them