Blog. Britain's Busiest Airport

Profile: Sue, Passenger Experience Manager

Sue outside the Terminal 2 check-in area

We last saw Sue in Series 3 of HBBA, comforting a tearful traveller and using her own money to help a stranded passenger on his way.

Sue, a Passenger Experience Manager (PEM), returns to the series in 2018. We asked her about life on the front line at Heathrow.

Q&A: Sue

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

How long have you worked at Heathrow?

I am approaching 25 years.

Where are you from?

I have lived in Ashford for 35 years, but was a Fulham girl before that.

What is a day in the life of Sue like?

It’s everything — hectic, funny, honest, sad and emotional. The public are ever-changing. However you just have to always do the best you can as no one can ask any more.

What is your favourite thing about the job?

Meeting all different types of people. The way things can change in a matter of minutes and as a team we make it better — making Heathrow a great place to travel.

How did you get into being a PEM?

I needed to find a job I could do as I gracefully matured 😉.

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

There are a range of moments – from attending planes crashes, the impact 9/11 had on airport security and the London bombings. At these times I especially remember how everybody pulled together, all the local authorities helping to deal with the situations in the best way. I also remember the celebs I have met, including several of the Royal Family and, of course, Tommy Baby [Tom Jones], lol.

How many hours were you filmed for?

Bloody loads!

Any final comments?

If I look ugly on screen I will never forgive you!

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

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