Blog. Britain's Busiest Airport

Q&A – Sue, Passenger Experience Manager

Sue, Passenger Experience Manager - portrait
Heathrow: Britain's Busiest Airport - find out more

Sue is now such a regular on Heathrow: Britain’s Busiest Airport that the show has dubbed her the ‘Queen of Terminal 2’.

Her actual job title is Passenger Experience Manager – but after 25 years working at Heathrow, Sue does at least have a jubilee this year.

Sue spent 20 years working in security, as officer and then manager, before deciding she needed a change. And as a PEM, she says, every day really is different.

At any time, the role might call for her to be spokesperson, diplomat, troubleshooter or first responder.

She takes pride in doing the job well: “It’s a never-ending effort to do the right thing by passengers, colleagues or just people popping in.”

What’s the biggest challenge you face at work?

Keeping up with my emails!

Top tip for the job?

Talk to everyone, say hello to all, and treat all as an equal.

How do you deal when people become tired or emotional?

Stay calm, be quiet in tone, let them tell you all.

How long have you spent being filmed for HBBA this time?

Six months.

What do you enjoy most about filming?

Free tea and cake!

What’s the best tattoo you’ve ever seen?

Yuck! None, I dislike them. Unless they’re on a muscly arm, of course.

Heathrow: Britain’s Busiest Airport

Heathrow at night

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.

HBBA main page