Profile: Demetrios, Passenger Experience Manager

Demetrios in Terminal 2 Departure Lounge

Demetrios — one of the most likeable and friendly characters at Heathrow — is back on screen this season. Demi is one of our Passenger Experience Managers, helping to make passenger journeys better and easier along every step of the way.

Q&A: Demi

Here’s how Demi answered our questions — let us know what you’d like to ask in the comments.

Describe yourself in 3 words

Passionate, emotional and happy.

What did you enjoy most about filming?

I enjoyed the company as being a Passenger Experience Manager (PEM) means lots of lone working. The crew give you space to do your job but also have a bit of banter.

What is your favourite moment from a previous series?

Probably in Season 2 when I helped a number of passengers who were affected by flight cancellations due to fog. Situations like this really bring out the best in me and that’s when I can showcase the terminal and Heathrow.

How long have you worked at Heathrow?

22 years.

What is your favourite thing about being a PEM?

The face of a passenger when you help them! And how unpredictable it is – anything can happen as a PEM and that’s the beauty of the job.

What’s the hardest part of your job?

Getting up for work at 02:45 for a 04:30 start!

Why do you like working at Heathrow?

It’s very rewarding – not only the benefits and pay but also helping people every day. I just love what I do and winning ‘World’s Best Airport Terminal’​ in the 2018 Skytrax World Airport Awards really shows we all do.

What has been a particularly memorable moment for you while working at Heathrow?

Being a member of the first operational team in the Terminal 2 project, and opening the terminal with no major issues.

What do you do in your spare time?

Spend time with my family – taking them out for food and picking my kids up from school. I also like to keep my car nice and shiny. Lots of people ask me to do theirs because they’ve seen how good mine looks.

Heathrow: Britain’s Busiest Airport

Series 4: Wednesdays on ITV1

The documentary cameras return for a behind-the-scenes look at the people who keep Heathrow running. Meet air traffic controllers, sanitation engineers, Border Force officers and front-line Passenger Experience Managers – and share their daily challenges in this ‘city within a city’ where no two days are alike. Tune in on Wednesdays from 2nd May.

HBBA main page

2 thoughts to “Profile: Demetrios, Passenger Experience Manager”

  1. Demi…you are always so calm and collective….you do an amazing job with all sort of challenges. What’s your best and worst incident you have dealt with in all yours years at LHR?

    1. Hi Sara

      Best Incident – Passenger Having a cardiac arrest, being first on scene with a defibrillator and “getting the passenger back” . Passenger survived!!! Fantastic feeling , words cannot describe the feeling.

      Worst Incident – Having to escort families arriving back from their holidays to a quiet room. There the police are waiting for them with some really, really sad news. Truly heart breaking.

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