Britain's Busiest Airport: Heathrow (2015–2020): Season 5, Episode 8 - Episode #5.8 - full transcript

Passenger Experience Manager Demi deals with a medical emergency involving all the emergency services. Buggy Driver Carlo is all loved up. Border Force officer Rob returns to cross-examine new arrivals in the UK.

VOICEOVER: Heathrow is the busiest
two-runway airport in the world...

'Hold lima one.'

I will have news for you
very shortly.

..with over 1,300 planes
taking off and landing every day.

We don't want to miss it.
LAUGHS

But keeping it open for business

is harder than ever.

So, that plane is not gonna take off

until we find out
where this animal is.

As Arnie would say, I'll be back.

Managing crisis on the runway...



We have to treat this
as a crime scene.

No-one is coming off that plane.

..guarding Britain's
biggest border.

Can you check the gentleman's bag
when he comes, please?

Bags of frozen chicken.

SIRENS
'Ambulance requested at Terminal 2.'

..and dealing with drama
in departures.

Cardiac arrest.

For the 77,000 staff...

I would help you,
but I'm five foot three.

..every day is non-stop.

That's how we roll!
LAUGHS

With a first-class ticket

into Britain's busiest
and biggest airport...



I'm a king, innit? Yeah?
BOTH LAUGH

..welcome to Heathrow.

I'm really excited.

I know it's going to be good.

Today is not any old day
at Heathrow.

Cupid is making his mark
on thousands of passengers

from 84 countries,

flying in and out
of Britain's busiest airport.

Mwah.

And who better to steer
lovestruck passengers than Carlo,

Terminal 3's captain of love.

Boom, boom, boom,

the reggae boy's coming through.

# Love is in the air

# Everywhere I look around... #

Happy Valentine's.

This is the love buggy, man.

Everybody who comes in here

got to be partners today,
got to be deeply in love.

Would you say you are in love, then?

Oh, absolutely..
Would we say you've gone past that?

Oh, no, no.
Absolutely.

Love grows with the years.
Yeah?

It's like an old shoe, isn't it?

Have you got a Valentine's?

No.
We've left our husbands at home.

We've left our Valentines at home.

Pete says we argue on a daily basis,

but that's not quite true.

All right.

Because we have bank holidays
and Christmas off.

Is it a special type of love
with your husband?

Oh, unconditional.

Yeah?
Nobody would replace him.

Not even you!
LAUGHTER

# Love is in the air... #

Boom, boom, boom.

The Love Boat, the Love Boat.

LAUGHTER

It's the day for love, innit?
It's the day for love.

LAUGHTER
And smiling.

You'll make anybody smile.

Yeah? That's nice to hear,
that's nice to hear.

Even at Terminal 2,

Border Force Rob
is hoping the path of true love

will blossom on his own turf.

I'm looking for
the romance in the air,

although I didn't get
a Valentine's card this morning.

But the day's still young.
You never know.

When that flight stops
and they open the door,

they could all be standing there

with bunches of roses
and bottles of champagne and cards.

Not gonna happen, really, is it?

I'll get passports, ID cards,

and maybe a little bit
of verbal abuse.

You never know.
LAUGHS

Cupid's arrow aside,

Border Force officers

are tasked with uncovering
the darker side of love

on a daily basis.

Valentine's Day may, may not,

have an impact
on sexual exploitation.

You never know, we may get people

that are heading to the UK
to offer services

of a sexual nature.

Border Force Rob and his team

are at the end of
a three-day operation

targeting modern slavery

and sex trafficking,
which is on the increase in Britain

every year.

In today's Valentine briefing,

relationships
are high on the agenda.

Profiles that
we're looking for there

is females travelling with a friend
or older companion.

So let's try and ascertain
how they know this person,

IF they know this person.

What we've also seen is young ladies

that are going to be working
in car washes.

We're unsure at this moment in time

whether they are going to be
offering car wash services

or it's potentially
sexual exploitation.

OK? Brilliant, thank you very much.

The largest number of adult victims

come from Eastern Europe.

And the flight they're meeting
originates from there.

Have your passports and ID cards
at the ready, please.

And as usual,

Border Force officers
are at the gate,

to wrongfoot possible offenders...

OK. Who's next, please?
Thank you.

..making sure each passenger
has a solid story...

One person?
One.

Why have you come to London?

..or love interest.

I just need to ask you
some questions.

You are married?

OK.

These Romanian passengers
are being checked

by Border Force Hardeep.

And how long are you staying?
Two weeks.

Do you have ticket? Return ticket?

Ah, no have.
No have?

One-way ticket?
They've got one-way tickets.

How long are they staying for?
Two weeks.

Coming to visit who?

What plans do you have
for your holiday?

First time in the UK?
No. Two.

Two times? Yeah.
OK.

And you?
First time for me.

Border Force Hardeep
asks questions to establish

the details of their relationship
and finances.

Sex traffickers usually
lure their female victims

with promises of jobs and even love.

Will you work
whilst you are in the UK?

Next week, you're working?

How much money have you brought?

So, no money?

No, no, no.
No money?

What does your brother do in the UK?
What's his job?

Job? Your brother job?

Ah, car.
Washing cars.

I'm a bit concerned here now.

No return tickets, limited...

Well, I would say no funds here.
Yeah.

No English.

The man's answers
have set alarm bells ringing.

Did your brother pay
for you to come to the UK?

Did he pay for your tickets?

Yeah, yeah.

And for her?
Yes.

Pay for both of you?
He pay your tickets? Yeah.

Brother lives here in the UK,
works at a car washing.

Erm... he says he's going to come
here, work here for two weeks.

ROB: Is the female going
to the car wash as well?

You both car wash? That's what
we are trying to ascertain.

Just get the info,
and what we will do,

we'll head down
and we can use the interview rooms.

There is something
not quite right there.

Border Force Rob and his team
now need to investigate

why these passengers are here.

We have to ask you

some more questions, OK?
We will get an interpreter

to speak to her and to speak to you.

Ensuring all arriving passengers
have a safe entry into the UK

can feel somewhat stressful.

But if you are leaving Britain,

for some, it can produce
a more zen-like calm.

In Terminal 2,

Demi, the high master of
passenger experience,

is giving these karate kids
centre stage

while they practise some moves
before boarding their flight.

ALL: Ai!

Well done.

That's brilliant,
thank you very much.

Was that actually in time, guys?
It was.

Where are you off to? The European
Championships in Norway.

What kind of karate do you do?

Shotokan.
Oh, Shotokan?

I used to do Shotokan.
Really? Yeah.

So, was it... Heian Sandan,
Heian Nidan...

Oh, my God, yeah.
..Tekki Shodan. You wanna compete?

LAUGHTER

Well, believe it or not...

Believe it or not, no word of a lie,

I did win a couple
of competitions. Did you?!

Yeah. So, I was purple two stripe.

Oh, yeah.
Purple two stripe,

Then you had the brown,
one stripe, two stripe...

Then black.
..and onto black.

So, what belt are you, then?

I'm a third dan black belt.

Holy-moly!
Second dan black belt.

You are kidding me.
Second dan black belt.

Second dan black belt.
Second dan.

Wow. Well done, guys. That is hard.
That is hard.

Guys, thank you so much
for your time. Very best of luck.

Cheers. Take care.
Take care, bye.

But before Demi has a chance
to show us his 'tacky shogun'...

Did you hear that?

..a medical emergency has come in.

What level is he on?

Go straight there,
I'll get the defib.

Cardiac arrest.

A cardiac arrest
is the ultimate 999 emergency.

It's every passenger experience
manager's nightmare,

even though they deal with
over 31 every year.

Death can occur in minutes.

Hang on. You carry on. Carry on.
Has anyone called the ambulance?

Just start, carry on, carry on.

Demi's colleague, Maria,

is already carrying out
heart compressions.

This has to be done
within two minutes

to keep blood pumping
around the body to keep it alive.

Every passenger experience manager
is trained in life-saving treatment,

so Demi administers electric shocks
from a defibrillator.

DEFIBRILLATOR CHARGING

Stand clear.

Go, Maria.

Just carry on, compressions.
Yeah.

But with every minute that passes,

the chances of surviving drop,
rapidly.

Keep him going, keep him going.

Come on, mate. Come on, mate.

In Terminal 2's carpark, a man has
collapsed from a heart attack

and is now in cardiac arrest.

Keep him going, keep him going.
Keep him going.

Demi and Maria are trying
to restart his heart

while they wait for the paramedics
to arrive.

We've shocked him once.

We've been giving him CPR
and giving him some breaths,

just waiting for the ambulance.

Well done, Maria.

Come on, mate.

Guys, can someone meet
the ambulance?

They're due for another shock now,
so ten seconds more CPR,

then we'll probably have
to shock him. Stand clear.

No shock advised,
we've got him back.

Yeah?
Yeah, we got him back.

We've got a pulse.

Well done.
I think we've got him back.

Control,
reference the ambulance request,

Terminal 2 multi-storey car park,
level one.

I can confirm the passenger
is now breathing

and awaiting external medics
to take him to Hillingdon, over.

'Roger, thank you.'

So, we got him back.

We're just waiting
for advanced paramedics.

I think they're the ones

that can start putting drugs
and stuff in him.

I think, well, we've kept him going,
that's for sure.

If we weren't here on time,
yeah, potentially,

cos if you don't start working
on him straightaway,

he becomes brain dead.

But Maria was here quickly, we were
here within a couple of minutes.

Brought the defib over, which was
required, strapped the pads on him,

gave him a shock and got him back.

It's good.

With his heart beating once more,

the passenger is taken to nearby
Harefield Hospital in Hillingdon.

All Heathrow's ground staff
are trained in first aid,

which, in this case,
was a life-saver.

Inside, you feel really,
really proud and energised

when you know that through your hard
work and training and experience,

someone has actually survived.

Sometimes they don't make it,
but like I said, on this occasion,

they made it and the feeling's
great, you know, it's brilliant.

There's no price on that.

The good news is that the passenger
went on to make a full recovery.

'Runway 27 right,
cleared for take-off.'

Surface wind two-two-zero degrees,
one-zero knots.

Nearly half of all flights
taking off and landing at Heathrow

are out of the daddy
of all terminals, Terminal 5.

The main T5 building is the largest
freestanding structure in the UK,

with enough space to park
83 jumbo jets inside.

Have a lovely flight.

With the terminal so big,

the challenge is getting
passengers to gates on time,

so Heathrow is upgrading
its passenger buggy system,

to transport those
with limited mobility

or weighed down with luggage.

Presenting the Multi Mobi 360,

seating seven passengers

and with more space for wheelchairs
and Louis Vuitton bags.

To drive such a machine
takes skill and panache,

and T5 has its very own Stig.

Lovelyn.

So, we need B45.

You came right on time,
which is good.

I've met David Beckham a couple
of times, and his missus Victoria.

50 Cent.

I've seen, "If you have $100 bills,
put your hands up."

He might not be as famous
as Fatman Scoop,

but her next passenger
is definitely infamous.

You know who I am?

The Wolf of Wall Street.

I was a bad boy.

Jordan Belfort,
AKA The Wolf of Wall Street,

defrauded American investors
of over $200 million.

But today, he's in need
of extra assistance,

and manages to steal a ride
with Lovelyn.

There you go.

HONKS HORN

Excuse me, please.

Thank you.
I'm going that way. Thank you.

Have a safe flight, OK?
Nice to meet you. You too.

Each buggy is worth over 30 grand.

With its crash-proof sensors
and brand-new steering mechanism,

it's designed to glide
through the terminals with ease.

That's how we roll in T5.

And today, T5's top driver Lovelyn

is about to take on an apprentice.

Cruising all the way
from Terminal 3 is cabbie Carlo,

and he'll soon be trading in
his old banger

for one of the newer machines.

Morning, morning.
Morning.

Nice to meet you.
Same here.

Wow.

And this is what you're teaching me
on today? That's right.

This looks like a spacemobile.

It is, isn't it?
Yeah.

If you look down, there's no brakes.
Yeah, no pedals or nothing.

This is forward
and that's to reverse.

After his crash course
on the controls,

it's time for Carlo to test-drive
the future.

No feetwork.
You don't need that.

Let your fingers do the walking.

CHUCKLES

That's it. Just go slow for now.

So, make sure you know.
You don't need to turn.

It's straight, so you don't need to
straighten here.

Keep it straight.
You need to keep it straight.

The wheels of this space-age buggy
can hit the walkway at 5mph.

And because they're not connected
to a steering axle,

as in traditional buggies,

delivering a smooth ride
doesn't come easy...

Like this?
Yeah.

Forward.
Straighten it a bit again.

..even for Carlo.

It's very sensitive. It is.
Very sensitive.

Having finally mastered the art
of driving in a straight line,

Carlo can't resist
trying out some fancy moves.

Watch your backs, watch your backs,
Jamaican passing.

Jamdown inna de area.

All right, stop.

So, how did that feel?

I think you've got to get
used to it, ain't ya? That's it.

Do this two or three times,
you'll be...

Good as you?

Or better. I doubt.

You doubt that, yeah?
We got a clash coming on there.

Whilst Lovelyn
masterfully manoeuvres

the twists and turns
in her new buggy,

Border Force Rob and his team have
been trying to untangle the truth

from a young Romanian man and woman
who want to enter the UK.

We need to establish
their relationship.

So just ask, "How long
have you known each other?

"Where did you meet?"

With no money and no return ticket,
Border Force Rob is concerned.

When you get through to
the interpreter,

just try and reassure her
that she's not in trouble

and the reason why we stopped her
is for her own safety

and we just need to understand
why she's come to the UK,

where she's going
and what she's gonna be doing,

so we can try and help her
avoid trouble.

We're going to interview them
separately.

Because I believe she's vulnerable,

we're gonna have a female officer
that's gonna be dealing with her

just to try and aid
the sensitivity of the matter.

By digging deeper,

the officers are checking to see
if their stories match.

Where will he stay whilst he's here?

INTERPRETER SPEAKS

ROMANIAN MAN ANSWERS

INTERPRETER: 'He'd like to live
with his brother.'

Caravan. Caravan?
Yeah.

Is this where he stayed
when he visited before?

Da, da, da. Da, da.
'Yes.'

So, is this a house or is this
a room that she will be staying in?

INTERPRETER SPEAKS ROMANIAN

SHE ANSWERS

INTERPRETER: 'It's an apartment.'

How many bedrooms in the apartment?

RESPONDS IN ROMANIAN

'Two bedrooms, living room,
kitchen and bathroom.'

So, whilst he's working at the car
wash, what will she be doing here?

'She's going to work
in the car wash as well.

'They intend to stay for a month
or two to work together

'and then go back.'

So, how much will you be paid
whilst working at the car wash?

ANSWERS IN ROMANIAN

'300, 350,
depends on how much he works.'

Who has she made this agreement with
that she's gonna wash cars all day

and he's gonna pay £150 cash?

With her boyfriend
or the boyfriend's brother?

'The boss for which
the boyfriend worked.'

SHE ANSWERS IN ROMANIAN

Sorry? 'On the internet,
but not face-to-face.'

On the internet. On the internet.

Who's gonna be paying her
the £150 cash every week?

MUTTERS
Sorry?

'Not sure.'
Not sure.

So, you're not sure
of who's gonna pay you the money.

Nearly five million people worldwide

are victims of sexual
or other work exploitation.

And it's down to Border Force
to try and work out

who is and who isn't at risk.

And is she aware of all
the arrangements?

Da, da, da. Da, da.

Although neither passenger
has indicated

they are involved in any type
of exploitation,

the officers still need
to cross-check the pair's answers.

Okey dokey, ladies and gents.
What have we got?

She's met this man,
seen the brother on the internet.

So, she's never met the brother?
No, she's never met the brother.

She's never been to the UK.
It's the first time to the UK.

Well, this is the address

of where the caravan is
where they're staying.

Did she say she was staying
in a caravan?

No. A two-bedroom apartment.

She could easily be exploited here,
like, for a number of things.

I have given her a leaflet, I have
raised those concerns with her,

but she seems to be very sure that
she's come to work in the car wash.

OK.

Despite discrepancies
in their stories,

the woman's rejection
of potential sex trafficking

does support the male passenger's
denials

about being involved
in any form of exploitation.

Have we got an address
of the car wash,

or where the car wash is?
Yes, we have.

Had she previously worked at all
in Romania?

Has she had any previous jobs?
Car wash. She's done car-washing.

She's done car-washes before.

I said, "Do you have experience?"
She said, "Yes."

Border Force Rob and his team
have found insufficient evidence

to refuse their entry into the UK.

But their details will be kept
on file

with the Home Office
and the police.

Over the last three days
of the operation,

we've encountered 729 passengers.

From that,
we've had about 60 referrals

and nine people have gone in
as cases,

so that's potentially nine people

that we've saved
from modern slavery,

and 60 people that we've helped
advise against modern slavery.

For any operation,

there's an awful lot of planning
and an awful lot of work

that goes on behind the scenes,

but for every person
that we encounter and save,

it's worth it.

Absolutely.

Walk, Heather, walk. Move.

Oh, my God.
It's not going to go over that.

Was it that, frozen chicken?

It's OK, it's OK.

I'm a Quorn veggie burger person
myself, mate.

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