[Music] eas1 take can I just have your attention for a minute tonight on airlines staff face their customers this is absolutely ludicrous but you're not on time you're not leaving on time passengers mix it with the Stars and businessmen go mad in Spain well that went well come fly with me let's fly let's fly away if you can use some exotic Boo there's a bar in Far bomb bay come fly with me let's fly let's fly away [Music] it's another busy day at Luton Airport for EasyJet and already there are delays a technical problem is
holding up the flight to Zurich and out on the apron the dispatcher's priority is to get back on schedule as soon as possible they've said no to a passenger who's turned up late for the flight but inside the terminal the argument is not over yet think you're trying you're just not being flexible enough part of this service customer service is about flexibility no when it comes to to our on Time Performance but you're not on time you're not leaving on time the plane is sitting there on the runway accept you the aircraft will be delayed
further and that can't happen I check with dispension we can't get you on it Mrs Choy had planned to meet her husband at the airport for their flight home to Zurich but she arrived after the check-in had closed I'm due on the flight 6:20 to Zurich tonight my husband who was also in London has made it because he's probably got the trains connection properly I didn't make it I've been rushing here to get here and I've just missed it there's 20 minutes still to go for the plane I mean I've been queuing here there's no
customer service nobody's saying are you trying to get to zurc what time whatever just queue up here until you scream and shout so I'm trying to get on this 620 flight which is delayed which isn't leaving it's sitting on the runway but I can't get on it at EasyJet second base in Liverpool one of the check assistance is suffering from a case of Passenger fatigue cbv V okay just your surname please your surname Conor after a year in the job Alex pad is about to exchange people for planes it's Wednesday in final day can't wait
there days when I've been going home and me head's been pounding like with that you know the pain cuz passengers just just really W next week Alex moves from Passenger services to operations as a trainee dispatcher I think it's more of a lad's job I mean not that this is it I'm not being sex to there by the way I'll be receiving one of these next week for the last time he hands over the load sheets giving passenger numbers to dispatcher Steven Quirk next week he'll be one of them the The Race Against Time because
H as I say we've got about 20 25 minutes to get everyone on board get the aircraft field all the bags on board and uh I believe that 25 minutes goes quick so there's the challenge I once everything shorted on board the aircraft everyone's on board all the bags are sorted it's all fuel I'll be uh in the FMC there and basically pushing the aircraft back starts on Monday I think so uh I came over myself from uh passenger services so you should do well it's good lad but Alex faces a tough training period before
he'll be allowed to take sole charge of dispatching an aircraft I won't fail because you know I want it's something I want to do so when there's something I want to do I work hard for it so and that's what I'm prepared to do I think the first one to do is going to be scared though big time but if he makes it in dispatch at least Alex will be able to show the passengers who boss put this way I think I'll be able to shout at them or when I see them with a mobile
phone outside so I'll be like turn that mobile up instead of could you please turn that my off thank you excuse me do you think you could let my husband know that I'm going to get but once you come to the front of the cube there's other people in it at the moment I didn't know that you wanted me to come to the front of the que well no you need to wait with everyone else cuz other people up before you yeah I've got to wait back at Luton it's still a no for Mrs Choy
on the Zurich flight out on the apron dispatcher back on schedule just in time for some visitors who've come to observe easyjet's business operation supervisor Debbie Clark is showing round three graduate business students who've been studying the airlines methods as part of their course that's what we say to passengers you know if you're late we won't wait so how's it actually um affected the operation has it spreed things up kept cost down Ed adsad Grant and his colleagues are coming to the end of 12 months hard studying to become masters of Business Administration a trip
like this to uh the airport to actually go behind the scenes is great for us to apply all the theory that we've leared in the classroom to a real life situation box fall down we going to slow them down I'm surprised it hasn't actually got sidebars I mean there's no there's nothing to hold that on but now the end of the studying is in sight and these future industry High Flyers are looking for some fun we'll be back here in a couple of weeks to travel again actually the the suit and tie will disappear and
we're into shorts and t-shirts cuz we are out to Spain to a famous tomato Festival where we're going to celebrate how much we've done this year but it's where we're going to let some steam off and just reflect on the uh on the whole year that we've been through together out go the students and in comes a Hollywood star it's a busy day for passenger services but checkin assistant Helen skeggs has time to ask passenger Vinnie Jones for a special request Mr Jones yeah give me one favor could you what give me an autograph the
famous tough guy is off to in vaness to show his more gentle side going to Scotland for um for a better golf for the children's charity Like A Wish Foundation know when the kids are dying and they want their last wish so we're going out with Rick waitman and uh we got to play four golf courters in one day tomorrow do you know who's autographic again who is that J so how much money you hoping to raise this charity thing we've got um 60 Grand at the moment 60 Grand yeah already yeah and you good
at golf then I'm not very good so don't need a Cy well I don't I don't practice enough come here then the other hand it's not that hand it's that hand coming up Hollywood's hardest Man meets easyjet's toughest lady I've got big come on then let's go passengers go ballistic when their bags go missing I'm only here till Sunday if mine doesn't arrive till Midway tomorrow what's the point and the business students Under Fire in Spain thanks oh we've let you down today I've got ter come on then let's go escorting celebrities like Vinnie Jones
is a perk of the job for dispatcher Jane Bolton and it gives her a chance to see how the Stars measure up he a bit skinnier than I thought he would be better looking though well all that you've ever seen on the Telly comes across God it sounds really a but a bit what right mate you know what I mean but it's not it's quite nice well from the 5 minutes it's quite nice looking I wouldn't say no it's all right actually nice eyes quite nice from one of easyjet's most experienced dispatchers to the newest
in Liverpool it's Alex pad's first day in the job even though he's worked as a check-in assistant for over a year today he starts all over again at the bottom well you better wear that now okay thank you well welcome thanks but station manager Andy Redmond spots a problem with the new boy maybe they're not Ste to all right then take a seat Alex has already had to work hard to impress Andy and show the qualities needed for his his dream job smartness intelligence punctuality the usual stuff Cur and consideration which he must have had
from Passenger Services uh willingness which he showed an awful lot of willingness and pleading and begging I suppose so that's why he's got it oh he gets a chance at it anyway he's got to prove himself first how these clipons we Alex is already beginning to look the part but he faces a tough challenge ahead can we get you anything from the trolly s drinks s it's time to relax for the business students now on their way to Spain but Chief person Bob brain is surprised to find out just how they'll be letting their hair
down Tomato Festival Tomato Festival yeah this might be a silly question but what is the Tomato first well it's a celebration of the Tomato which basically means uh 7 20 ton trucks running down the small alleys uh just west of Valencia dumping their loaded tomatoes and everyone Picks Them Up and throws them at each other what sort of clothes do you wear for this tomato TR well we like to look at your shirts and make good Targets in keeping actually with The Branding otherwise otherwise disposable shirts disposable okay like each other we're completely out of
tomato juice there's no cheese and tomato s all right we'll bring some back for you on the way back if you're lucky Bob have a great SE enjoy cheers down on the ground in Liverpool Alex has shown the procedure for inspecting an aircraft before takeoff there's a lot to learn as he Shadows trainer Ken Brockway Che the Pod all the time Alex has weeks of intensive training ahead before he'll be allowed any real responsibility but at least he's given one small job and it's chocks away also under instruction are the masters of Business Administration now
close to their destination in Spain Ed can you tell us about the technique of throwing tomatoes please the technique of throwing Tomatoes isn't that complicated so I must confess it's a matter of literally uh bending down to the floor picking up one ripe red juicy tomato squeezing to break the skin and then chucking as hard as possible at whichever victim you may snipe her on each year in August the normally sleepy Village of buol near Valencia is the sight of a bizarre ritual 25,000 visitors from all over the world join the locals for Latina the
festival where people throw tomatoes at each other yeah I think I'm fully prepared tomatoes are coming and I'm going to get covered in incoming guys let's get our heads down huh [Music] [Applause] future Captain of industry Ed can't resist organizing the troops stay there let's stay there Ed and his fellow students have spent the last year studying up to 80 hours a week now before they take their final exams they're letting off some steam [Music] 120,000 kilos of tomatoes later it's a quick hose down and back to school for Ed and the boys this is
definitely the right place to uh prepare yourself for a corporate finance exam so recommended to all the NBAs we talk about going into zones of discomfort and today I think we've uh we found some uh great zones of discomfort to experience cheers but there's no cause for celebration back in Luton the early evening flight from Edinburgh has just landed without most of the passenger's luggage thanks to a broken baggage belt you can imagine how they're feeling if I'd lost my bag I would be fed up so you can sympathize with them but unfortunately it happens
supervisor Maria Rita will have to deal with the problem and it looks bad the paperwork confirms over a 100 bags are still in Edinburgh it's time to break the bad news to the passengers can I just have your attention for a minute is your probably aware a lot of the bags didn't arrive um if we could ask you to go through to the main terminal area to desks 58 and 59 we're going to fill out the forms that we do for bags not arriving yeah this is absolutely ludicrous absolutely ludic you shouldn't have taken off
without the bag you should have waited you knew you'd only about half a dozen bags on that flight I'm only here till Sunday if mine doesn't arrive till Midway tomorrow what's the point get toing say I'm in position what how am I meant to get home I'm in exactly the same position what are you going to do about my car are in my bag my car's in meant to get home we got a 2our drive 2our drive it's already been an hour car no as we go through regarding [Music] that well that went well um
not very happy I can understand why they're not very happy but unfortunately there's there's nothing we can do except for get them their bags back in the terminal EasyJet staff try to deal with the problem of reuniting virtually a whole flight with their luggage the frustrations soon begin to show you can't have a plain load of people being processed by one person filling in a for I believe there should be two on the desks at the moment there are two it's still going to take a long time and even the girl under death admits it's
going to take hours I don't think it's acceptable the missing bags are in on a later flight the passengers have been told they can either wait an estimated 4 hours or have their luggage delivered to them the following day I'm supposed to wait here till mid unfortunately uh let let me just see whether your bag has come in for some passengers like Anne moan and her children the problem could spoil a whole weekend said this is a birthday treat my daughter myself from my father see My Fair Lady it's not turning into much of a
treid it's going to take hours for us get into lond we're only here till Sunday lunch it's and the laugh is I've got to come back down with a child for a Hospital appointment on Wednesday through from Edinburgh we're going by the train and I must admit I wish I come by train This Time come on you may Ian southwell won't be going anywhere unless his luggage arrives my cars my car sitting on the car park up there my car KS me in my bag I got a drive back to Burman when we getting back
till about 3:00 in the morning I was meant to be going out and everything since Friday know and I'm stuck in an airport till 12 it's a joke man while some passengers have no choice but to stay in the airport others leave hoping their bags will catch up with them and on shift till 7:00 a.m. it's not over yet for Maria but at Liverpool another EasyJet worker has come to the end of his shift after a tough first day in dispatch Alex pad heads for a chat with former workmate lean Chong so did you like
it better than him yeah put I like I like today put it that way I enjoy today no nasty passengers you been doing headsets and sitting in pushbacks basically push backs like sitting in the push packs you sat in one before yeah the headsets are good are they yeah I like doing them what do you say to the captain I've always wanted I always ask but no one ever tells me basically he's there saying stuff like uh just asking whether all doors are closed and and you know what I mean all the checks have been
done you're basically repeating what he's just said saying yeah everything's shorted but in better language yeah I can't wait to get me driving permit and then cuz that's when I'll be able to do more you know like cuz really I can only a lot of it's just watching at the moment we still love you even though you're a traitor thank you you are a traitor though I was very disappointed when you believe I'm very disappointed you want to come back we'll have you anytime in my eyes I see it's progression so that's what life is
all about at luten airport it's now past midnight the passengers who stayed on in the terminal are finally informed their luggage has arrived from Edinburgh got a meeting tomorrow C just absolutely pathetic is it not well I hope you should get more than result it's been a long wait but the day is still not quite over for Ian southwell it's got two that's it there we go it's my keys I can get home now shattered shattered but pleased um the end of the day we're customer service and that's what we're here to do and if
passengers lose bags we have to reunite them and that's what we've done so job well done who Vinnie Jones helped raise £50,000 for the children's charity Ed adad Grant passed his exams and is now a corporate finance director the monan bags were not delivered till 10:30 the following evening but the family still enjoyed their weekend [Music] n [Music]
