It's late November, and Heathrow's confidence in the Christmas rush has been hit by news of Omicron. Passenger numbers are down by 60 per cent, with flights being cancelled at short notice. To help contain the spread of the new variant, services manager Dwayne is moving check-in passengers to a part of the airport normally reserved for arrivals. Meanwhile, passenger services leader Sharon is ensuring that there are enough Covid-compliant trolleys for the 32,000 passengers passing through the airport that day. Jeremy learns that Sharon has been deeply affected by the pandemic and coming to work each day has been a lifeline for her.
Whilst the pandemic has been devastating for some, for others it has provided opportunity. Jeremy meets Maja, European GM of Jet Blue, who got into Heathrow as a result of the pandemic and has ambitions to stay.
Customer service is key to the airline's survival, but with a myriad of testing arrangements, not all journeys are guaranteed. Faisal, UK GM of Jet Blue, is tasked with delivering some tricky news to passengers.
With Christmas approaching, Heathrow CEO John Holland-Kaye goes back to the floor to help direct passengers on the airport's busiest day since the pandemic began. Jeremy spends time with Keira, an Irish nurse who has been working on Covid wards and is desperate to travel back to Dublin to see her family.
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