0:00:05 > 0:00:09Edinburgh airport. Six and a half miles west of the city centre.
0:00:09 > 0:00:14It's the busiest airport in Scotland and the sixth busiest in the UK.
0:00:14 > 0:00:16People don't really know what it is like to work in an airport.
0:00:16 > 0:00:19They all think it is the glamour.
0:00:19 > 0:00:23Up front, you are on a desk, you have a uniform on, but to know
0:00:23 > 0:00:28what it is like behind the scenes, it is a whole different world round here.
0:00:28 > 0:00:31Over the last 12 months a new management team has brought
0:00:31 > 0:00:34big changes and a new ambition.
0:00:34 > 0:00:37We would like the airport to be seen as the best airport in the world.
0:00:37 > 0:00:39It doesn't necessarily mean you are the biggest.
0:00:39 > 0:00:43Selling the airport as the place to be, around the globe.
0:00:43 > 0:00:46We thought their presentation was very valuable,
0:00:46 > 0:00:49they made a strong and compelling case for why it could make sense
0:00:49 > 0:00:53for American to consider Edinburgh in the future.
0:00:53 > 0:00:56And keeping two and a half thousand airport workers on their toes.
0:00:56 > 0:00:57There has been a lot of change,
0:00:57 > 0:01:01there is a lot of people who worked here who no longer work here.
0:01:01 > 0:01:02That puts you on edge a little.
0:01:03 > 0:01:07Pushing hard to increase customer numbers.
0:01:07 > 0:01:13- Because in this business, passengers mean profit.- And that is £53.98.
0:01:13 > 0:01:16But there is turbulence ahead.
0:01:16 > 0:01:19We knew it was going to be really busy,
0:01:19 > 0:01:24and like what happens everyday at an airport, something will go wrong.
0:01:35 > 0:01:37It is a special day at Edinburgh airport.
0:01:37 > 0:01:42Joining the established carriers is a new face.
0:01:42 > 0:01:44Air Canada Rouge.
0:01:44 > 0:01:48The good news is that the inaugural flight is fully booked.
0:01:48 > 0:01:53The bad, long snaking queues taking the check-in staff by surprise.
0:01:53 > 0:01:57We are getting there, it will just be a couple of minutes.
0:01:57 > 0:01:59- Is that it? OK?- Yes.- Thanks.
0:01:59 > 0:02:02It's been chaotic for queueing up.
0:02:02 > 0:02:04What has been the problem for you?
0:02:04 > 0:02:07Just the wait, really.
0:02:10 > 0:02:12We've got an invitation here for you,
0:02:12 > 0:02:15it is to come and join us for some light refreshments before the flight boards.
0:02:15 > 0:02:18Because it is our first flight, everyone is getting together.
0:02:18 > 0:02:26TANNOY: Air Canada Rouge regret to announce a delay to the departure of flight number AC 1906 to Toronto.
0:02:26 > 0:02:29This is due to operational reasons
0:02:29 > 0:02:33and this fight will now depart in 30 minutes.
0:02:33 > 0:02:37A little bit late today, we have a lot of attention happening,
0:02:37 > 0:02:40so a lot of photo shoots. We don't mind. It's OK, we will make up time.
0:02:40 > 0:02:43And we will ensure everyone has a great flight.
0:02:43 > 0:02:47- What is with the uniforms? - Our uniforms are casual but chic.
0:02:48 > 0:02:50We're not a jazz band!
0:02:51 > 0:02:52Air Canada Rouge.
0:02:52 > 0:02:55APPLAUSE
0:02:57 > 0:03:01Both the plane and the airport hope some complementary treats
0:03:01 > 0:03:04and a slice or two of traditional Toronto cake
0:03:04 > 0:03:06will appease delayed passengers.
0:03:06 > 0:03:09And it seems to be working. Just.
0:03:09 > 0:03:12I don't think they had enough attendants processing people
0:03:12 > 0:03:17so it was about at least an hour to check in so it was a little long.
0:03:17 > 0:03:20But other than that it was great.
0:03:22 > 0:03:25The Air Canada baggage is injected into a system already
0:03:25 > 0:03:27running at full capacity.
0:03:28 > 0:03:32At peak times, around 71,000 bags a week ride these rails
0:03:32 > 0:03:36and the baggage hall staff do their best to monitor the journey of every single one of them.
0:03:36 > 0:03:41Our main goal in here is to keep the flow of bags going from the check-in
0:03:41 > 0:03:45desk right through to where the handlers collect the bags.
0:03:45 > 0:03:47On our main overview what we can see is
0:03:47 > 0:03:49when the passenger walks into the main check-in hall,
0:03:49 > 0:03:54we have the check-in desks ranging from 00 up to number 45.
0:03:54 > 0:03:58The bag would be put onto the plate scale and once the ticket
0:03:58 > 0:04:02has been put on by the airline staff the baggage will be put onto
0:04:02 > 0:04:07the lines and the bag would be followed through lines by the scanners,
0:04:07 > 0:04:10they go through the scanners and on to the sorter.
0:04:12 > 0:04:14When the bags come down the chutes,
0:04:14 > 0:04:17each bin is allocated a different flight.
0:04:17 > 0:04:19The bags will go into the bins
0:04:19 > 0:04:22and they will be allocated to the aircraft.
0:04:24 > 0:04:27This is one of the bingo cards we use, so all of the bags'
0:04:27 > 0:04:30tags are on here, they are for all the bags that are in this bin.
0:04:30 > 0:04:33As soon as the bag drops down the chute, the guys will come over,
0:04:33 > 0:04:38take the tag of the bag, place the tag on here and the bag goes in here.
0:04:38 > 0:04:42When the flight closes this must correspond with everything that goes out to the aircraft.
0:04:42 > 0:04:47So that stays there, it gets signed off by the leading hand on the baggage hall.
0:04:49 > 0:04:53I can check them at times as well to make sure they are doing their jobs properly.
0:04:53 > 0:04:55Usually I don't have to. They're some pretty good guys.
0:04:55 > 0:04:58- Are you all right, Martin? - All right, boss?
0:04:58 > 0:04:59Smile!
0:04:59 > 0:05:03Like one big happy family! Sometimes.
0:05:05 > 0:05:09As you can see we have a bag jam just at 232 lower,
0:05:09 > 0:05:11have to just get the bag out.
0:05:11 > 0:05:15If you look along, my colleague has radioed another fault,
0:05:15 > 0:05:17a D2-14.
0:05:17 > 0:05:19At peak times,
0:05:19 > 0:05:23jams can occur at any point on the hundreds of metres of track.
0:05:23 > 0:05:25This is because the system is so busy, we are
0:05:25 > 0:05:29working off the three lines so it keeps us busy.
0:05:31 > 0:05:36To keep the system going, any repair methods are acceptable.
0:05:36 > 0:05:39HAMMERING
0:05:39 > 0:05:41That's that.
0:05:41 > 0:05:44The consequences of failure are serious.
0:05:44 > 0:05:47Not just inconvenience and disruption for the passengers,
0:05:47 > 0:05:51but a huge loss of revenue for the airport.
0:05:51 > 0:05:55The effect of us delaying baggage is the fights get delayed.
0:05:55 > 0:06:00If we don't have the bags to the aircraft then the aircraft can take a delay.
0:06:00 > 0:06:06On occasion, pilots can say we are going to go without the baggage, which is not great for customers.
0:06:06 > 0:06:08This does not happen a great deal.
0:06:08 > 0:06:12It's only if they are possibly tied down to tight schedules at Heathrow, etc.
0:06:14 > 0:06:17But at least today's a short delay gives the Air Canada flight crew
0:06:17 > 0:06:20a chance to prepare for take-off.
0:06:20 > 0:06:24And to try out some recent additions to their new uniforms.
0:06:24 > 0:06:27We were in the Royal Mile and saw these hats and...
0:06:27 > 0:06:32- And I thought they were quite entertaining.- Are you the captain?
0:06:32 > 0:06:35Yes, one of the captains. We have two captains today.
0:06:35 > 0:06:40- So you are just getting into the spirit of things?- That's right.
0:06:41 > 0:06:45Behind the fun and games is a hard-nosed business team.
0:06:46 > 0:06:49Launching a new airline at any airport is a result of months
0:06:49 > 0:06:53or even years of planning and an investment of millions of pounds.
0:06:55 > 0:07:00But now, senior management can at last see the fruits of the hard endeavours.
0:07:00 > 0:07:04An airport is a huge number of smaller things that add up,
0:07:04 > 0:07:06but fundamentally we are here to make that happen,
0:07:06 > 0:07:08it is about giving people choice to fly
0:07:08 > 0:07:10and getting airlines off on new destinations.
0:07:10 > 0:07:11That's the pinnacle.
0:07:11 > 0:07:16- If these things are not moving off the tarmac the rest of it doesn't matter.- That is the money shot.
0:07:18 > 0:07:2170 years, Air Canada have had a relationship with Scotland
0:07:21 > 0:07:25and to get them back into Scotland into Edinburgh is absolutely massive and fantastic.
0:07:25 > 0:07:30Just think of the Scots diaspora that's in Canada,
0:07:30 > 0:07:33and the amount of Scots that need to go back and forward.
0:07:33 > 0:07:36It's connecting people. It's what it is all about.
0:07:39 > 0:07:43Connecting the people requires many more flights and with more
0:07:43 > 0:07:47flights there is a need for more aircraft parking stands.
0:07:47 > 0:07:52Juggling the limited resources is a constant challenge.
0:07:52 > 0:07:56The airport is busier, obviously we have new carriers in, we have Air Canada
0:07:56 > 0:07:59which are new carriers operating from Edinburgh
0:07:59 > 0:08:00on new routes as well.
0:08:00 > 0:08:04That's something certainly that Edinburgh airport are looking
0:08:04 > 0:08:07to expand in the future, attracting more carriers
0:08:07 > 0:08:08and more routes to the airport.
0:08:08 > 0:08:11So you have the aircraft, each lozenge,
0:08:11 > 0:08:13which is what they are known as,
0:08:13 > 0:08:16represents how long the aircraft is on the ground for.
0:08:16 > 0:08:20So you will see that we have an aircraft coming in at 10:40
0:08:20 > 0:08:23and departing at 11:20.
0:08:23 > 0:08:25So we need to make sure there is enough time
0:08:25 > 0:08:27before the aircraft arrives
0:08:27 > 0:08:29and after it departs to make sure that we do not have an
0:08:29 > 0:08:31aircraft overlapping that,
0:08:31 > 0:08:35because the last thing we want to do is plan for an aircraft to vacate
0:08:35 > 0:08:39the stand at the same time another one comes in because things...
0:08:39 > 0:08:41very rarely run to schedule.
0:08:41 > 0:08:45You'll end up with aircraft needing to diversify from the plan.
0:08:50 > 0:08:53Laura's master plan is under constant review.
0:08:54 > 0:08:57With the daily operation crew continually refining
0:08:57 > 0:08:59and rejigging it on an hourly basis.
0:09:01 > 0:09:03And each new carrier adding to the squeeze.
0:09:03 > 0:09:07Stevie, you got a stand for this Jet2 coming over at 2:30?
0:09:07 > 0:09:09Right, OK, let's do that.
0:09:10 > 0:09:13They can come into stand two whenever they are ready.
0:09:13 > 0:09:17Stand two, whenever you are ready. Yes, OK. Cheers.
0:09:19 > 0:09:21Each airline has a unique
0:09:21 > 0:09:26and commercially sensitive contract with the airport, covering landing fees, fuel,
0:09:26 > 0:09:29overnight parking, stand time and even the use of an air bridge.
0:09:31 > 0:09:35But this is only one way the airport makes money.
0:09:35 > 0:09:37Passenger spend in the departure lounge is the other.
0:09:37 > 0:09:41The airport receives a percentage of every transaction,
0:09:41 > 0:09:44so they are keenly incentivised to make sure things run smoothly.
0:09:44 > 0:09:47There you are, have a good fight.
0:09:48 > 0:09:52At offices hidden away behind the terminal building future
0:09:52 > 0:09:55planning guru Kevan Jamieson and his team have been tasked to find
0:09:55 > 0:09:58solutions to all of the airport challenges.
0:09:58 > 0:10:01Nothing is easy at the airport. The trouble we are
0:10:01 > 0:10:05having at the moment is we are having to develop on so many fronts at once.
0:10:05 > 0:10:06It's really complicated.
0:10:06 > 0:10:08We've got issues with airspace,
0:10:08 > 0:10:11the spaces in the sky is finite, so to speak,
0:10:11 > 0:10:15we have issues parking on the ground, we can't park enough aircraft here.
0:10:15 > 0:10:18We have issues in the car park, issues in check-in.
0:10:18 > 0:10:21Essentially what we are trying to do is advance
0:10:21 > 0:10:24everything on a front, hence the reason we call it a War Room, this
0:10:24 > 0:10:29is the front line here where we will be trying to develop everything in this room.
0:10:31 > 0:10:34Provisional plans have been drawn up by Kevan
0:10:34 > 0:10:36and his team which address the capacity issues.
0:10:37 > 0:10:44Stage one, an ambitious extension to the existing terminal, built in 1977.
0:10:44 > 0:10:48Essentially where all those windows are in the terminal building
0:10:48 > 0:10:52there will be a large two-storey box that's extended outwards
0:10:52 > 0:10:56from the building, roundabout to the back of the Citylink bus.
0:10:56 > 0:10:59And that is going to house our new security hall
0:10:59 > 0:11:02with underlying retail and office space.
0:11:03 > 0:11:06But while the expansion plans are kept under review,
0:11:06 > 0:11:10the airport must function as best it can within the existing footprint.
0:11:10 > 0:11:13With more international flights like Air Canada Rouge,
0:11:13 > 0:11:16the immigration hall is also feeling the squeeze.
0:11:16 > 0:11:20You can see that we are getting very busy now, the Copenhagen
0:11:20 > 0:11:24and the Cancun have dropped, the New York has dropped, the Toronto has dropped.
0:11:24 > 0:11:29This hall holds approximately between 400 and 450 passengers, maximum.
0:11:29 > 0:11:33Currently I would say we are working on the basis of maybe about 1,100,
0:11:33 > 0:11:35so we are well above capacity.
0:11:35 > 0:11:39We're probably working at about 250 or 300% above capacity now,
0:11:39 > 0:11:42so we are in a very pressurised point with
0:11:42 > 0:11:46passengers actually backing out onto the tarmac now.
0:11:46 > 0:11:49So I think it is quite clear to see that there are limitations with this current hall.
0:11:51 > 0:11:55The terminal building was originally built to cater for one million passengers a year,
0:11:55 > 0:11:58the current footfall is ten times that
0:11:58 > 0:12:01and the chief operating officer and his team are pushing for even more.
0:12:01 > 0:12:06- Morning, Karen.- Morning, how are you? - I am very well, yourself?- I am well.
0:12:06 > 0:12:07I am feeling well!
0:12:10 > 0:12:12Karen is one of the terminal duty officers,
0:12:12 > 0:12:16she manages the check-in hall fantastically well.
0:12:16 > 0:12:19We've a lot of growth plans, of course, we want to see Edinburgh
0:12:19 > 0:12:23grow to 13 million passengers over the next six, seven years.
0:12:24 > 0:12:28Check-in is one of the necessary evils at airports, especially
0:12:28 > 0:12:33if you have baggage to drop for the hold, so we are trying to
0:12:33 > 0:12:37make it simpler, make it as quick as we possibly can and make sure
0:12:37 > 0:12:41that the passenger experience is as good as we can possibly make it.
0:12:42 > 0:12:45David Wilson is part of the crack new management team,
0:12:45 > 0:12:49hired by the airport's new owners, private equity group GIP.
0:12:52 > 0:12:56It's one year since they took control of Edinburgh Airport,
0:12:56 > 0:13:00after former owners BAA were forced to sell,
0:13:00 > 0:13:02reducing their dominant position in the market.
0:13:02 > 0:13:06It is a massive milestone, there's been a huge amount of effort
0:13:06 > 0:13:08and energy by all the teams,
0:13:08 > 0:13:15the whole effort put in to manage all the changes,
0:13:15 > 0:13:21some new people in, new ways of working, a new dynamic way of approaching how we do business.
0:13:21 > 0:13:25A real focus on the customer. It's been a fantastic first year.
0:13:25 > 0:13:28Still lots to do and sometimes we have not got it right but
0:13:28 > 0:13:31we have tried things differently, we've empowered people and I think
0:13:31 > 0:13:35that especially when I speak to passengers today on the first anniversary
0:13:35 > 0:13:39they are absolutely delighted with the changes they have seen
0:13:39 > 0:13:41and I have seen a lot of improvements.
0:13:43 > 0:13:46Since the new owners moved in, substantial changes have been
0:13:46 > 0:13:51made to the day-to-day running of the airport and the staffing levels,
0:13:51 > 0:13:55with only two of the original nine senior managers still in place.
0:13:56 > 0:14:00Airport duty manager Lorna Firth survived the takeover.
0:14:00 > 0:14:04I think the expectation of us is a lot higher,
0:14:04 > 0:14:07which I think is good because it allows you to own the operation
0:14:07 > 0:14:10and challenge and question things on the operation with,
0:14:10 > 0:14:16we have a daily meeting that we have every day. We have always had that but it is different now.
0:14:18 > 0:14:23People are having to stand up and answer to things that go wrong, which is good.
0:14:23 > 0:14:28Right, OK, good morning. We're looking at Thursday's report
0:14:28 > 0:14:30and as you can see, there is a lot of red on it today.
0:14:30 > 0:14:33It is really good but there has been a lot of change,
0:14:33 > 0:14:36there are a lot of people who worked here that no longer work here.
0:14:36 > 0:14:39That puts you on edge a little, but maybe in a good way
0:14:39 > 0:14:43because it makes you, well, I have always worked hard but it makes you
0:14:43 > 0:14:46work that extra bit harder because you do not know who is watching.
0:14:47 > 0:14:51Any problems with that, gave us a shout. Hello, duty manager.
0:14:52 > 0:15:00In my team there are two of the nine remaining members of staff that predate the takeover by GIP.
0:15:00 > 0:15:04I do not think that is particularly untypical in a substantial
0:15:04 > 0:15:07business change such as this and many of the people who have
0:15:07 > 0:15:10left have gone on to create new opportunities already.
0:15:10 > 0:15:12I am delighted for them.
0:15:12 > 0:15:17It's particularly the senior levels when changing strategy, changing pace, changing culture,
0:15:17 > 0:15:21I think it is quite typical that you get this level of change.
0:15:21 > 0:15:23It sounds like a lot.
0:15:23 > 0:15:26Is a lot, and clearly it is a very high percentage.
0:15:26 > 0:15:29It doesn't equate to that in other parts of the organisation.
0:15:29 > 0:15:31But I think it is natural that the leadership team,
0:15:31 > 0:15:34the executive team, is where you see most substantial change.
0:15:36 > 0:15:39Working around the clock at the other end of the airport is
0:15:39 > 0:15:41the business development team.
0:15:41 > 0:15:45They're charged with analysing the stats, facts and figures
0:15:45 > 0:15:46and passenger flow data.
0:15:47 > 0:15:51Under the new management, mining this data is the key to success.
0:15:51 > 0:15:55We need to understand the market, the wider market
0:15:55 > 0:15:58around Edinburgh airport, so we need to know about the city
0:15:58 > 0:15:59and the surrounding area,
0:15:59 > 0:16:02we need to know the businesses that are based in the city,
0:16:02 > 0:16:06we need to know the tourist attractions that are in the city,
0:16:06 > 0:16:08we need to know the events that are going in
0:16:08 > 0:16:12and around the city. So the festival, the Open, all that.
0:16:12 > 0:16:17We need to know about that so we can sell Edinburgh to airlines
0:16:17 > 0:16:18that are thinking of coming here.
0:16:22 > 0:16:26It's taken months to get to this point but now the sales team feel
0:16:26 > 0:16:29ready to attend one of the biggest events in the aviation calendar.
0:16:31 > 0:16:34We are off to Budapest for the annual Routes Europe
0:16:34 > 0:16:39conference which is effectively a short conference where airports
0:16:39 > 0:16:42and airlines getting together to decide
0:16:42 > 0:16:44whether there is any future for the two of them together.
0:16:44 > 0:16:48We have a very busy diary And lots of people to meet.
0:16:48 > 0:16:51So it is making sure in that short space of time we do all
0:16:51 > 0:16:53the work that the team have done justice
0:16:53 > 0:16:56and actually get some good results out of it.
0:17:09 > 0:17:13For the next two days, new airline routes worth eye-watering amounts of
0:17:13 > 0:17:17money and investment will be brokered in the Hungarian capital.
0:17:17 > 0:17:22'Ladies and gentlemen, meeting session one has now commenced.'
0:17:23 > 0:17:26The future growth of Edinburgh airport is
0:17:26 > 0:17:29entirely in the hands of their small sales team.
0:17:29 > 0:17:31This is where airport meets airline
0:17:31 > 0:17:34and they have just 20 minutes to state their case.
0:17:35 > 0:17:39It's been referred to for quite a few years now as speed dating,
0:17:39 > 0:17:41just because it is a fairly good analogy.
0:17:41 > 0:17:46You've short 20 minute meetings and at the end of that meeting you
0:17:46 > 0:17:50sort of decide whether you're going to exchange phone numbers and stay
0:17:50 > 0:17:53in touch or whether you will part as friends
0:17:53 > 0:17:55and maybe meet another year or whatever.
0:17:55 > 0:17:58You've a short period of time to have a quick chat and decide
0:17:58 > 0:18:01whether there is a future for the pair of you.
0:18:01 > 0:18:04We've got a few of the usual, the bit about the city which we will
0:18:04 > 0:18:07run through quickly if that is all right with you, and then we will get
0:18:07 > 0:18:10onto the numbers, which is the stuff that talks, at the end of the day.
0:18:10 > 0:18:13The time limit encourages a focused sales pitch, there is
0:18:13 > 0:18:17no time for small talk and competition is fierce.
0:18:17 > 0:18:20It is the destination of choice not just for the leisure passenger
0:18:20 > 0:18:23but also for the corporate and business.
0:18:24 > 0:18:28We're the biggest British Airways operation outside of London.
0:18:28 > 0:18:30Just in terms of number of flights.
0:18:30 > 0:18:33We're a key corporate sector for British Airways.
0:18:33 > 0:18:35When Edinburgh airport was represented by BAA,
0:18:35 > 0:18:38they were one of seven airports in the group.
0:18:38 > 0:18:43This is the first time the team are standing on their own two feet,
0:18:43 > 0:18:47a point not going unnoticed by the conference organisers.
0:18:47 > 0:18:50When you are in that environment as an independent operator,
0:18:50 > 0:18:52new owners, different drivers than you had before,
0:18:52 > 0:18:54you are going to compete harder
0:18:54 > 0:18:56and you are going to promote your airport in a stronger way
0:18:56 > 0:19:00than perhaps you did when you were part of a collective entity.
0:19:00 > 0:19:02So it can only be a good future for Edinburgh.
0:19:07 > 0:19:09The Routes Conference attracts
0:19:09 > 0:19:13around 2,000 delegates from over 300 airlines and airports.
0:19:15 > 0:19:18For the Edinburgh team, the gruelling first day is rewarded
0:19:18 > 0:19:22by a deal with Thomson First Choice Holidays for the summer of 2014.
0:19:24 > 0:19:26It is great to have agreement on the deal.
0:19:26 > 0:19:28We look forward to putting that to you in writing.
0:19:28 > 0:19:31Tom's just a little bit upset about the deal I've done.
0:19:48 > 0:19:51It is really good to come away with a win, but as I say, it is just
0:19:51 > 0:19:56really good to embed relationships, develop relationships,
0:19:56 > 0:19:59you are actually building the platform for the future
0:19:59 > 0:20:03as well as getting your new stuff or existing stuff in the bag.
0:20:03 > 0:20:05We're up early tomorrow, we have meetings at 8:30.
0:20:05 > 0:20:078:30 in the morning.
0:20:07 > 0:20:098:30 right through until the close of play tomorrow afternoon,
0:20:09 > 0:20:12so it is back on the pitch tomorrow.
0:20:20 > 0:20:23In its first year, the new management have already
0:20:23 > 0:20:26brought in an additional 92 flight movements a week.
0:20:26 > 0:20:30With Virgin's Little Red scheduling six return flights a day to London,
0:20:30 > 0:20:33it is a big new initiative requiring careful management
0:20:33 > 0:20:35within the terminal's already squeezed structure
0:20:35 > 0:20:40and like all new ventures, it comes with one or two gremlins.
0:20:49 > 0:20:52But the inaugural flight arrives exactly on time,
0:20:52 > 0:20:56and in traditional Virgin style, it is full of surprises.
0:20:56 > 0:20:58BAGPIPES
0:21:09 > 0:21:12APPLAUSE
0:21:12 > 0:21:16It was Richard Branson. What more can I say? He's his own man.
0:21:16 > 0:21:19He knows how to get attention and coverage
0:21:19 > 0:21:22and it really does not matter as long as we fill up the column inches,
0:21:22 > 0:21:24people know we are flying to Heathrow with
0:21:24 > 0:21:27Virgin Atlantic and know they can take that choice.
0:21:28 > 0:21:31The hubbub created by the Virgin launch is an opportunity
0:21:31 > 0:21:36for the airport's boss to hammer home the major PR coup.
0:21:36 > 0:21:39It raises awareness around the world when airlines are looking at the
0:21:39 > 0:21:43next airports they want to fly to, so us having Virgin will definitely
0:21:43 > 0:21:46be dropped into conversations when talking to other airlines.
0:21:46 > 0:21:49It makes a huge difference to the team, everyone loves days like this.
0:21:49 > 0:21:51This is what you jump out of bed for in the morning.
0:21:51 > 0:21:55Just weeks after the Virgin launch, Turkish Airlines
0:21:55 > 0:21:59expand their operations from five to nine flights a week to Istanbul.
0:21:59 > 0:22:03Their relationship with Edinburgh began at a Routes Conference
0:22:03 > 0:22:04just like the one in Budapest.
0:22:10 > 0:22:13Back in Hungary, it is day two of the Routes Conference.
0:22:13 > 0:22:17The sales team from all the Scottish airports are given
0:22:17 > 0:22:21a point of focus and a place to meet by the Scottish government.
0:22:23 > 0:22:27Denise Hill from Visit Scotland works hard behind the scenes,
0:22:27 > 0:22:30promoting Scotland at every opportunity
0:22:30 > 0:22:31and acting as a matchmaker.
0:22:31 > 0:22:35Introducing aviation sales teams to prospective clients.
0:22:35 > 0:22:38The reason for being here is a simple, it is
0:22:38 > 0:22:41about Scotland on an international stage.
0:22:41 > 0:22:43We want to do business with the world
0:22:43 > 0:22:47and have international tourism inbound to our shores as well
0:22:47 > 0:22:50and in this day and age, airline connectivity is absolutely
0:22:50 > 0:22:54critical for both of these so an event like the Routes Conference
0:22:54 > 0:22:57is just one of the tools in our arsenal for making sure
0:22:57 > 0:23:00that we are working hard together to get more flights into Scotland.
0:23:00 > 0:23:04One major client on everyone's list is American Airlines.
0:23:04 > 0:23:08They're one of the largest carriers in the world and striking
0:23:08 > 0:23:11a deal with them would result in many direct flights to the USA,
0:23:11 > 0:23:15connecting to hundreds of other destinations worldwide.
0:23:15 > 0:23:19We are route planners with American Airlines
0:23:19 > 0:23:23and we are planning now our future capacity levels.
0:23:23 > 0:23:30We look at a lot of data in our headquarters to try
0:23:30 > 0:23:34and identify future potential new route opportunities.
0:23:34 > 0:23:39The numbers only tell us so much, that is why we come to these events
0:23:39 > 0:23:43a few times per year, to meet with the airports we are interested in.
0:23:43 > 0:23:48The Edinburgh team have just 20 minutes to win them over.
0:23:48 > 0:23:52Routes, profits and personal pride are all on the line.
0:23:52 > 0:23:55We have some data for you. Everyone likes data these days.
0:23:55 > 0:23:59We do like the data, it is basically what we're going on.
0:23:59 > 0:24:02United States is a really important market for Scotland,
0:24:02 > 0:24:06we have over 324,000 visits from the United States,
0:24:06 > 0:24:08United States origin, to Scotland, every year.
0:24:08 > 0:24:10It is our biggest visitor market.
0:24:10 > 0:24:13What we tend to find is there is some constrained demand going
0:24:13 > 0:24:19over the Heathrow hub, there is not enough capacity to get across particularly to North America.
0:24:21 > 0:24:25We have gotten along very well, their presentation was very
0:24:25 > 0:24:28valuable, they made a strong and compelling case for why it
0:24:28 > 0:24:32could make sense for American to consider Edinburgh in the future.
0:24:32 > 0:24:35Have you been to Edinburgh?
0:24:36 > 0:24:38I haven't, it is on my list of places
0:24:38 > 0:24:40I would very much like to see.
0:24:40 > 0:24:43We've heard really good things about it and the pictures are beautiful.
0:24:43 > 0:24:45I would love to see the castle, for example.
0:24:45 > 0:24:50- Just one thing, can you just say the word Edinburgh for me?- Edinboro?
0:24:50 > 0:24:55- Edinburgh.- Edinburgh. - I believe it is Edinburgh.
0:24:55 > 0:25:01I used to pronounce it Edinburg but I believe it is Edinburgh.
0:25:01 > 0:25:06- Is that not correct? - It is tricky for the Americans!
0:25:12 > 0:25:16There are many tricky pronunciations in the aviation dictionary, but the
0:25:16 > 0:25:19resident voice-over expert in Edinburgh
0:25:19 > 0:25:21knows how to articulate them all.
0:25:21 > 0:25:24Lufthansa regrets to announce a delay to the arrival of flight
0:25:24 > 0:25:28number LH 417 from Frankfurt.
0:25:28 > 0:25:34This fight is now estimated to arrive in Edinburgh at 1600 hours.
0:25:34 > 0:25:42Well, somebody may say, "The flight to Gatwick is late."
0:25:42 > 0:25:43Right.
0:25:43 > 0:25:47I would then say they have to pronounce
0:25:47 > 0:25:51all of their letters of the alphabet and say that,
0:25:51 > 0:25:58"The flight arriving from Gatwick will now arrive at 1700 hours."
0:25:58 > 0:26:02But to change the tone and slow down the speech,
0:26:02 > 0:26:05most people speak quite quickly. ALARM SOUNDS
0:26:05 > 0:26:06So...
0:26:06 > 0:26:08ALARM STOPS
0:26:08 > 0:26:11I try and get them to slow down their speech
0:26:11 > 0:26:13and think of every word before they say it.
0:26:13 > 0:26:17And it is good homework to practise on the family.
0:26:17 > 0:26:21I have not been unknown to practise on mine on a Sunday.
0:26:21 > 0:26:22Like how?
0:26:22 > 0:26:28Like, my granddaughter may say, "Gran, go and do your tannoy voice."
0:26:28 > 0:26:32So I will say, "Dinner will be served in 20 minutes.
0:26:32 > 0:26:35"Please make your way to the dining room
0:26:35 > 0:26:38"and take your seats in the appropriate places."
0:26:38 > 0:26:42And they all laugh at that, they think that's great.
0:26:42 > 0:26:44Due to the late arrival of the aircraft,
0:26:44 > 0:26:48flight number LH 418 to Frankfurt
0:26:48 > 0:26:53is now estimated to depart at 1730 hours.
0:26:53 > 0:26:5624 years, just past.
0:26:57 > 0:27:03Came in, into security as a temp.
0:27:03 > 0:27:07And decided I liked the airport so I just stayed.
0:27:07 > 0:27:13In with the bricks, now. I love my job. I love the people.
0:27:13 > 0:27:17I suppose I am like the mother figure to a lot of them because
0:27:17 > 0:27:21I bring them in, I give them a cup of tea, I make them feel welcome.
0:27:21 > 0:27:27I have been here a year or two so it is just the way they look at me.
0:27:30 > 0:27:34300 security cameras are positioned around the airport.
0:27:34 > 0:27:37And duty manager Lorna Firth checks in regularly
0:27:37 > 0:27:39to monitor the passenger experience.
0:27:39 > 0:27:43Could you grab some food for me, please? I'm going to steal your seat now!
0:27:43 > 0:27:47Earlier, Lorna received a complaint that some passengers were stuck
0:27:47 > 0:27:51in a holding corridor on their way to catch their flight.
0:27:51 > 0:27:55I just want to check what happened because apparently they were held for 25 minutes, which is not ideal.
0:27:55 > 0:27:59- That's right, they were. - They were, that's correct.- Just want to make sure somebody wasn't
0:27:59 > 0:28:02doing something they shouldn't have been. It can't be a very good experience for the customer.
0:28:02 > 0:28:07- No sugar.- Have you noticed it?
0:28:07 > 0:28:08Did you see it?
0:28:08 > 0:28:13- How long were they standing for?- We at least thought 20 minutes.- Really?
0:28:14 > 0:28:1625 minutes is too long.
0:28:17 > 0:28:21Lorna started as a temporary security officer.
0:28:21 > 0:28:23That was ten years ago.
0:28:23 > 0:28:26Lorraine, when I first got my job as a TGO,
0:28:26 > 0:28:28Lorraine was one of the first people I met
0:28:28 > 0:28:32when I came to the control centre, and at that time it was next door.
0:28:32 > 0:28:35You work long hours with quite a few people
0:28:35 > 0:28:39and you do get to know them very well, so you do become quite close.
0:28:39 > 0:28:45And because you work with the people, I think you find out more about each other's personal life than
0:28:45 > 0:28:49some of their closest friends because you are in a close environment.
0:28:49 > 0:28:52- You spend a long time. - You spend time together.
0:28:52 > 0:28:55And you can confide in each other and things like that.
0:28:55 > 0:28:57And you look after the younger...
0:28:57 > 0:29:00Look after the younger ones, of course I do.
0:29:00 > 0:29:03I look after them all in here.
0:29:03 > 0:29:07I am glad you are looking at me when you are saying young!
0:29:08 > 0:29:11Lorna has seen many changes in terminal operations,
0:29:11 > 0:29:15but under the new management the biggest have yet to come.
0:29:17 > 0:29:21For the first time in a UK airport, three new self check-in
0:29:21 > 0:29:25and bag drop machines have been installed
0:29:25 > 0:29:29with the aim of reducing check-in time to less than 30 seconds.
0:29:29 > 0:29:33How we look at it is, the amount of time it
0:29:33 > 0:29:36takes for the customer to come and check in,
0:29:36 > 0:29:39and be checked in and have their baggage injected into the system is
0:29:39 > 0:29:43a transaction time, so what we want to do is reduce the transaction time,
0:29:43 > 0:29:47so we want our customers to spend as little time as possible in check-in.
0:29:47 > 0:29:50We want them to go through security and into the departure lounge.
0:29:50 > 0:29:55The self-service bag drops are the first in a series of sweeping changes
0:29:55 > 0:30:00designed to improve efficiency and increase the passenger throughput.
0:30:00 > 0:30:03Aviation is back in the 1970s in most places.
0:30:03 > 0:30:06Most of the technology, practices, processes that happen,
0:30:06 > 0:30:09happen because that's the way they've always been done.
0:30:09 > 0:30:12There are systems here that are 20, 30 years old
0:30:12 > 0:30:17and there's desire for the incumbents of those systems to
0:30:17 > 0:30:19change, develop or move with the times.
0:30:19 > 0:30:22It's a challenging environment but, starting at such a low base,
0:30:22 > 0:30:25it's a great opportunity to improve.
0:30:27 > 0:30:30- What's happened?- Taking something out.- Baggage was overweight.
0:30:30 > 0:30:33We've had a few teething issues with the kiosks
0:30:33 > 0:30:36but they're all getting ironed out and we are working really closely
0:30:36 > 0:30:38with the airlines to make sure that it's working.
0:30:38 > 0:30:42It seems to be working really well so far. We've introduced free scales and
0:30:42 > 0:30:45we popped them over at the windows as well. The passengers love that
0:30:45 > 0:30:48cos they get to weigh their bags as many times as they like.
0:30:48 > 0:30:53- Is it helpful? Is speeding things up?- Honestly, no.- Eh?- No.
0:30:53 > 0:30:55The problem is, as I say, with the baggage,
0:30:55 > 0:30:57if it's overweight and they don't want to take anything out
0:30:57 > 0:31:00and they want to pay for it, we've then got to send them to
0:31:00 > 0:31:05the kiosk anyway, the check-in kiosk. So some of them say,
0:31:05 > 0:31:07"Well, you're better waiting there in the first place."
0:31:07 > 0:31:11Is it quicker than going through that system, though?
0:31:11 > 0:31:14- It's just the same.- Just the same. - Yeah.- So what's the point?- Yeah.
0:31:14 > 0:31:18- Yeah.- Oh, well. It's worth a try. - OK.- I won't be doing it again.
0:31:18 > 0:31:20When all these self-service machines were
0:31:20 > 0:31:23introduced at the supermarkets, people just didn't want to
0:31:23 > 0:31:25use them because, again, it had problems, they didn't know
0:31:25 > 0:31:28what to do, so they just chose to go the regular way that they do.
0:31:28 > 0:31:30And I think, over time, even myself, I thought,
0:31:30 > 0:31:34"I'll just give that a miss and I'll go to the regular check out person,"
0:31:34 > 0:31:38and then I realised that somebody who was behind me had went and used
0:31:38 > 0:31:40the machine and was away before me and I thought,
0:31:40 > 0:31:41"Oh, I'll give it a try,"
0:31:41 > 0:31:45so I think people need to try these things and realise how easy they are.
0:31:45 > 0:31:47They're pretty self-explanatory. It can't go wrong.
0:31:47 > 0:31:51If your bag shouldn't be injected into the system, it won't be.
0:31:51 > 0:31:54So you can't go wrong with it. That's the plan.
0:32:02 > 0:32:05But even dedicated staff are having problems with some of the more
0:32:05 > 0:32:07simple aspects of self check-in.
0:32:16 > 0:32:17There we go.
0:32:19 > 0:32:20You're overweight.
0:32:20 > 0:32:24The new technology is not proving popular with everyone.
0:32:24 > 0:32:27Like many couples who travel together, this Greek husband
0:32:27 > 0:32:30and wife's combined luggage is underweight
0:32:30 > 0:32:33even though one of their bags is too heavy. Unfortunately,
0:32:33 > 0:32:36the lighter bag has already been sent into the system.
0:32:36 > 0:32:39- Please, send back the other one. - No, she can't. It's gone.
0:32:39 > 0:32:43- Why did you send it then? - Because you agreed to it.
0:32:43 > 0:32:49- Why do you send it?- You agreed to it.- She told me to say continue.
0:32:49 > 0:32:51It's her fault.
0:32:51 > 0:32:53THEY SPEAK GREEK
0:32:53 > 0:32:56Let's try it one more time. We'll get there eventually.
0:32:56 > 0:33:02My luggage was 19.6. That's nothing. Push continue. So I push continue.
0:33:02 > 0:33:07My wife is 20.2. Excess luggage. How?
0:33:08 > 0:33:14Ah, yes, give me bag number one. I will take 200g from the other one.
0:33:14 > 0:33:15It's not possible.
0:33:15 > 0:33:19Now we can't have bag with the books because we have already this.
0:33:21 > 0:33:22Fantastic.
0:33:22 > 0:33:24You get used to it.
0:33:25 > 0:33:26- The problem is the machines.- It is.
0:33:26 > 0:33:30- I told the lady. From the first time.- She can't change it.
0:33:30 > 0:33:35- No, but telling your boss.- I'm sure they do.- That's what we're doing.
0:33:35 > 0:33:36To resolve this situation,
0:33:36 > 0:33:39the couple are moved to a standard check-in desk.
0:33:39 > 0:33:43- They're away happy now? - They're away happy. It's the bags.
0:33:43 > 0:33:47The machines here are on trial and if they're slightly over,
0:33:47 > 0:33:50it rounds it and it won't put the bags
0:33:50 > 0:33:53through for the passengers so they get a wee bit infuriated.
0:33:53 > 0:33:58But they're quite happy now they're getting the bags through.
0:33:58 > 0:34:00You're very welcome.
0:34:00 > 0:34:03We don't get it right all the time but we'd like the airport to be seen
0:34:03 > 0:34:04as the best airport in the world.
0:34:04 > 0:34:07It doesn't necessarily mean that you are the biggest
0:34:07 > 0:34:09and have got the most routes.
0:34:09 > 0:34:16But I would like people to be able to travel through the airport
0:34:16 > 0:34:19and not really queue at all, to get away on time
0:34:19 > 0:34:23and to use whatever new technology is out there.
0:34:25 > 0:34:29In the confines of the terminal building, booming passenger numbers
0:34:29 > 0:34:32can often lead to queue or getting caught in a crush.
0:34:33 > 0:34:35But, for some travellers,
0:34:35 > 0:34:38the hustle and bustle is impossible to deal with and are forced to rely
0:34:38 > 0:34:43on the human touch to help them on their journey through the airport.
0:34:43 > 0:34:46So, we're just going to take the three guys up through fast-track
0:34:46 > 0:34:48and make it as comfortable as we can
0:34:48 > 0:34:50and then we're through security and we'll go to the baby change
0:34:50 > 0:34:53at Gate 12 and get them settled into the baby change at Gate 12.
0:34:53 > 0:34:56All right? They're through security.
0:34:56 > 0:34:57I'm just going to phone central search
0:34:57 > 0:35:00and make them aware we're on our way up.
0:35:00 > 0:35:04Karen Donnelly is part of a specialised team of duty officers.
0:35:04 > 0:35:06'We basically help anybody.'
0:35:06 > 0:35:08Partially sighted people, they can't read signs
0:35:08 > 0:35:10so we've got to help them through.
0:35:10 > 0:35:13People in wheelchairs that maybe haven't booked assistance, they can't
0:35:13 > 0:35:16get assistance on the day because it's far too busy so the terminal
0:35:16 > 0:35:20team, like myself, we would help them through, take them to the gates.
0:35:20 > 0:35:23'Fear of flying, people like that, they just want to be comfortable'
0:35:23 > 0:35:25and made to feel comfortable going through the airport.
0:35:25 > 0:35:28We're trying to explain all the noises that they'll hear,
0:35:28 > 0:35:31all the hustle and bustle, the shops are busy, everything.
0:35:31 > 0:35:34'It's a busy, busy environment for them and if they're not used
0:35:34 > 0:35:36'to that, it does take a lot to make them feel comfortable.'
0:35:36 > 0:35:38Whereas we think it's normal, they're not used to it
0:35:38 > 0:35:40and it's just getting them used to it on the day.
0:35:40 > 0:35:43OK. There we go.
0:35:43 > 0:35:4717-year-old Liam Reid is autistic and has never flown before.
0:35:47 > 0:35:51His mother, Cathy, is keen for him to experience the joys of travel
0:35:51 > 0:35:54and has arranged a short flight to Bristol in the south of England.
0:35:54 > 0:35:56It's a trial flight.
0:35:57 > 0:36:00Because... It was ideal going to Bristol
0:36:00 > 0:36:04because it's such a short flight. It's only an hour and 15 minutes.
0:36:04 > 0:36:08If this works out well, then hopefully we'll be able to
0:36:08 > 0:36:10take him further afield.
0:36:12 > 0:36:16Liam has a fear of crowds and a hypersensitivity to noise
0:36:16 > 0:36:21so Karen has arranged for the family to be fast-tracked through security.
0:36:25 > 0:36:27Do you want me to take your case, Liam? I'll take it.
0:36:27 > 0:36:29I'll carry it.
0:36:29 > 0:36:32- Right, on we go.- Thank you. - That's fine. Right, guys.
0:36:34 > 0:36:36Come on then. Thank you.
0:36:38 > 0:36:39Look.
0:36:44 > 0:36:47It's OK. OK, come on then.
0:36:47 > 0:36:49I am apprehensive because obviously
0:36:49 > 0:36:51I've never been on a flight with him before
0:36:51 > 0:36:53and I suppose, well,
0:36:53 > 0:36:55a number of things are bothering me.
0:36:55 > 0:36:57When we get to go on the plane,
0:36:57 > 0:36:59will he actually want to go up the steps?
0:36:59 > 0:37:03Cos he's got a phobia about steps that you can see through, so that'll
0:37:03 > 0:37:07be an achievement just getting him to go up that in the first place.
0:37:07 > 0:37:10And also, what's going to happen
0:37:10 > 0:37:12if he totally refuses to board the flight?
0:37:12 > 0:37:15Which, you know, it's quite possible that might happen.
0:37:15 > 0:37:18So there's all these things kind of going through my head
0:37:18 > 0:37:24so I'd be lying to say I wasn't nervous about it. Because I am.
0:37:24 > 0:37:26Look. Karen's got your case.
0:37:26 > 0:37:28We're just going to go up the stairs really quick.
0:37:28 > 0:37:30- HE CRIES OUT - Come on. Let's go.
0:37:31 > 0:37:35Mum's got sweets for you. Right, hold that. Hold that.
0:37:35 > 0:37:39I'll show you but you need to come upstairs first. All right?
0:37:39 > 0:37:41You need to come upstairs first.
0:37:42 > 0:37:45- I'll show you what I've got. - You look at your bag, Liam.
0:37:45 > 0:37:49- There we go. Up we come. - See? Look what I've got.
0:37:49 > 0:37:52- You need to come upstairs though. OK?- There we go.
0:37:52 > 0:37:54You need to come upstairs.
0:37:59 > 0:38:01'When we went in, the crew were amazing.
0:38:01 > 0:38:05'They were really, really good. The crew members spoke to Liam.
0:38:05 > 0:38:06'Cathy went into the first seat
0:38:06 > 0:38:09'and then Liam was going into the second seat.'
0:38:09 > 0:38:11- LIAM CRIES OUT - Right.
0:38:13 > 0:38:16But then I don't know what happened but he just...
0:38:16 > 0:38:19I don't know if he just got really uncomfortable and stressed
0:38:19 > 0:38:21and he basically just jumped.
0:38:21 > 0:38:23He climbed right over Emma and that's when I got him
0:38:23 > 0:38:27at the top of the stairs and there was just no going back for him.
0:38:28 > 0:38:29HE CRIES OUT
0:38:29 > 0:38:32- Come up a minute.- Liam. - Come up a minute, please.
0:38:32 > 0:38:35Liam, listen. We're going to go back in.
0:38:35 > 0:38:37ENGINES DROWN OUT SPEECH
0:38:44 > 0:38:47Right, stop there. Listen to me.
0:38:47 > 0:38:50You can only have these if you go and sit down.
0:38:50 > 0:38:53We'll only be on the plane for just one hour.
0:38:53 > 0:38:57One hour then we're getting off again to go to the hotel.
0:38:57 > 0:38:59No!
0:38:59 > 0:39:02Listen to me. Go on and sit down, have a sweet.
0:39:04 > 0:39:07The flight attendants have done all they can
0:39:07 > 0:39:09but the aircraft has to vacate its stand to make
0:39:09 > 0:39:10way for the incoming flight.
0:39:10 > 0:39:16We'll try again. We'll go up the steps, sit down.
0:39:18 > 0:39:21- Oh, well. We tried. - We tried. Yeah, we tried.
0:39:24 > 0:39:26Come on, then.
0:39:26 > 0:39:31- 'Disappointed, I have to say. - He was just about there.- I know.'
0:39:31 > 0:39:34You can always try again. Try a different way.
0:39:34 > 0:39:37We could do the thing we've told you about, the ambulift,
0:39:37 > 0:39:39things like that. We could try it again.
0:39:39 > 0:39:41I know it's an expense, all the time for yourself,
0:39:41 > 0:39:43but we want to make it as comfortable for Liam...
0:39:43 > 0:39:48- Well, I wouldn't push him into doing anything he couldn't do...- No, no.
0:39:48 > 0:39:50We'll keep in touch with Cathy
0:39:50 > 0:39:53and we'll just do our best any time she phones for us.
0:39:56 > 0:39:58Cameraman. Smile.
0:39:58 > 0:40:02Liam and Cathy will not be counted in the passenger numbers this time.
0:40:03 > 0:40:07But all the others, each carrying their own private phobias, emotions
0:40:07 > 0:40:12and thoughts, have set a new record and a cause for celebration.
0:40:16 > 0:40:20- Good morning. Hello. My name is Gordon Dewar.- Hi, I'm Russell.
0:40:20 > 0:40:23Hi, Russell. Pleased to meet you. How are you? Hello. What's your name?
0:40:23 > 0:40:25- I'm Adam.- Hi, Adam. Hello. What's your name?
0:40:25 > 0:40:27- Pamela.- Pleased to meet you.
0:40:27 > 0:40:30- How are you?- Angela.- Angela. Well, congratulations.
0:40:30 > 0:40:32- Has Gordon explained a little bit about this?- Yeah.
0:40:32 > 0:40:35So, basically we're here because we just marked the first ever
0:40:35 > 0:40:38month we've had with a million passengers at Edinburgh Airport
0:40:38 > 0:40:41and you guys are representatives of these million passengers
0:40:41 > 0:40:44so, if you don't mind, we'd very much like to give you a free holiday.
0:40:44 > 0:40:46Oh, brilliant, yes.
0:40:46 > 0:40:48That's it. Just one hand as high as you can.
0:40:48 > 0:40:50It's important for us to mark this.
0:40:50 > 0:40:54It's a fantastic mark of our achievements so far.
0:40:54 > 0:40:58It shows that what we're doing is working.
0:40:58 > 0:41:00It's a marker in that people can't argue with it.
0:41:00 > 0:41:03We can tell everybody that we are great but this
0:41:03 > 0:41:05shows our development in a way
0:41:05 > 0:41:08that's very understandable to people.
0:41:08 > 0:41:12This particular story here, we think our reach was
0:41:12 > 0:41:15round about ten million opportunities to see,
0:41:15 > 0:41:17on the media side.
0:41:17 > 0:41:21I think for this family and the small photo call, I think
0:41:21 > 0:41:22it's gone pretty well.
0:41:22 > 0:41:24I think it's significant wherever it happens.
0:41:24 > 0:41:28Yeah, so we've just passed the anniversary of the takeover
0:41:28 > 0:41:30and this is the first timetable, if you like,
0:41:30 > 0:41:35the first schedule of airlines that we've had a direct say over because
0:41:35 > 0:41:39it takes 6-9 months to get any change around the way the airlines plan.
0:41:39 > 0:41:42So this summer is really the reaping the rewards of the new deals we've
0:41:42 > 0:41:44done with easyJet, Ryanair
0:41:44 > 0:41:47and the new airlines, like Turkish and Air Canada, that have come.
0:41:47 > 0:41:50And it all adds up now to this growth.
0:41:50 > 0:41:52So we're seeing, for the last four months,
0:41:52 > 0:41:55really substantial growth year-on-year.
0:41:55 > 0:41:58Whereas, over the winter when we've inherited a schedule from
0:41:58 > 0:42:02the previous owners, we've been in modest decline or sort of flat line.
0:42:02 > 0:42:06So, yeah, this is great. Passenger growth is what it's all about.
0:42:10 > 0:42:15It's 6am and a packed cruise liner docks at Edinburgh's Port of Leith.
0:42:15 > 0:42:18BAGPIPES PLAY
0:42:24 > 0:42:27Hola. Buenos dias.
0:42:27 > 0:42:30- Hello.- How are you doing today? - Good afternoon.
0:42:30 > 0:42:33Despatching excursions from Ibero Cruceros.
0:42:33 > 0:42:35Spanish passengers.
0:42:35 > 0:42:391,200 Spanish tourists are on the last leg of their journey
0:42:39 > 0:42:43home after a four-week cruise around Norway and the North of Scotland.
0:42:43 > 0:42:47Arrangements have been made to coach the passengers from Ocean Terminal
0:42:47 > 0:42:50to the airport, using a staggered timetable.
0:42:53 > 0:42:56Before leaving the port, all the 1,200 passengers must
0:42:56 > 0:42:59reclaim their bags and take them to the airport for check-in -
0:42:59 > 0:43:01not what the tourists were expecting.
0:43:04 > 0:43:07Most ship to plane transfer bags are handled and booked in
0:43:07 > 0:43:11by the tour agents, leaving the tourists with hand luggage only.
0:43:11 > 0:43:15I think, now, this is just me saying what my understanding of it is, ours
0:43:15 > 0:43:17is a different rules and regulations so I'm not sure
0:43:17 > 0:43:19if that's outwith the EU
0:43:19 > 0:43:22so it's maybe different rules to do with transit bags
0:43:22 > 0:43:25and things like that but I know, certainly, that we asked
0:43:25 > 0:43:27if it was possible and we were told, just cos of customs
0:43:27 > 0:43:30and things, that the passengers have to be with their bags
0:43:30 > 0:43:32cos how do we know that there's nothing in the bag
0:43:32 > 0:43:33that's not meant to be there?
0:43:33 > 0:43:36So I know that definitely we asked the question
0:43:36 > 0:43:39if there was a workaround but we were told that there wasn't.
0:43:39 > 0:43:42And you can understand why cos it's the rules.
0:43:43 > 0:43:46This Saturday is expected to be one of the busiest days ever.
0:43:47 > 0:43:50WOMAN SPEAKS SPANISH
0:43:59 > 0:44:01In addition to the cruise ship passengers,
0:44:01 > 0:44:04the airport is running its normal scheduled service
0:44:04 > 0:44:07and several additional chartered flights.
0:44:11 > 0:44:15So, in an effort to relieve congestion, senior management
0:44:15 > 0:44:17including chief executive Gordon Dewar
0:44:17 > 0:44:20and chief operations officer David Wilson
0:44:20 > 0:44:22have volunteered to help out.
0:44:23 > 0:44:25Gordon Dewar and I decided to come in
0:44:25 > 0:44:29and give the duty teams a bit of a hand.
0:44:29 > 0:44:32It's good to do a bit of, shall we say, Undercover Boss-type thing?
0:44:32 > 0:44:35Although everybody knows who we are. Excuse me.
0:44:35 > 0:44:38We knew it was going to be really busy
0:44:38 > 0:44:43and, like what happens every day at an airport, something will go wrong.
0:44:50 > 0:44:53Representatives of the cruise company are on hand to assist the
0:44:53 > 0:44:58Spanish tourists and to keep an eye on the efficiency of the operation.
0:44:59 > 0:45:02Well, today we have disembarking guests from the ship,
0:45:02 > 0:45:06around 1,200, and another 1,100 embarking.
0:45:08 > 0:45:12It's about 2,400 guests going in and out of the airport
0:45:12 > 0:45:16almost at the same time. We distributed along the day
0:45:16 > 0:45:20but, in the end, they have this crossing during the embarkation
0:45:20 > 0:45:22and disembarkation and we are here to
0:45:22 > 0:45:25help to make sure that they can do it as smoothly as possible.
0:45:29 > 0:45:31The staggered bus timetable hasn't worked.
0:45:31 > 0:45:34Many of the buses have arrived too early,
0:45:34 > 0:45:36full of passengers eager to check in.
0:45:38 > 0:45:41And, as the first of several passengers surges
0:45:41 > 0:45:45reaches its peak, the baggage hall reports a major breakdown.
0:45:45 > 0:45:47ALARM SOUNDS
0:45:47 > 0:45:49As you can see on the camera at the top,
0:45:49 > 0:45:52all the trays have actually stopped at the moment.
0:45:52 > 0:45:56What's happened is the whole of sorter A has got a fault on it,
0:45:56 > 0:45:58so that shuts down completely.
0:45:58 > 0:46:02Basically, the whole of that side of the building and all these
0:46:02 > 0:46:06chutes here have been taken out and we are working on these chutes here.
0:46:06 > 0:46:09So everybody that worked here has now moved across to here
0:46:09 > 0:46:12and all the lines are working through these ones so all
0:46:12 > 0:46:13the ones we're working for is here.
0:46:15 > 0:46:16During the last week,
0:46:16 > 0:46:20the baggage hall has experienced several similar malfunctions,
0:46:20 > 0:46:23bringing parts of the complex machinery to a grinding halt.
0:46:28 > 0:46:31A visual inspection is under way in an attempt to find
0:46:31 > 0:46:32the source of the problem.
0:46:34 > 0:46:37Back in the terminal building, Lorna the duty manager has been
0:46:37 > 0:46:40alerted to an additional check-in fault.
0:46:40 > 0:46:45The baggage desks, the check-in desks at 26-31 have lost
0:46:45 > 0:46:50power on the baggage system which the bags are injected into the system.
0:46:50 > 0:46:53So, just now, the girls are checking the flights in
0:46:53 > 0:46:55and the bags are coming down here.
0:46:55 > 0:46:58This is outsize baggage, where the bags can also be screened
0:46:58 > 0:47:02as a contingency and they go straight into the baggage hall that way.
0:47:02 > 0:47:06It's a lot more lifting for us as we're having to physically put
0:47:06 > 0:47:08the bags on and take the bags off the belt.
0:47:08 > 0:47:11So we are getting busy just now so it's kind of touch and go.
0:47:11 > 0:47:15I think all together on that day we'd lost about 13 check-in desks
0:47:15 > 0:47:20and, when you've only got 46 of them and it's from one
0:47:20 > 0:47:24side of the hall that you're busy, it's a lot to lose at the one time.
0:47:24 > 0:47:27'That means a lot of lifting and a lot of manual handling
0:47:27 > 0:47:28'when we go into contingency.'
0:47:28 > 0:47:31So, days like that are a bit of a nightmare.
0:47:33 > 0:47:36Never a dull moment in the airport. Cheers now.
0:47:38 > 0:47:42Sticking on the jeans and T-shirt and lugging bags around the place
0:47:42 > 0:47:47just gives you a more broader review of what goes on on a daily basis.
0:47:48 > 0:47:51- Thank you.- You're welcome.
0:47:52 > 0:47:55The engineers think they might be one step closer
0:47:55 > 0:47:56to finding the fault.
0:47:56 > 0:48:00One of the 150 electrical pick-ups might be damaged.
0:48:00 > 0:48:05That's the part there. You can see an orange arm going past us now.
0:48:05 > 0:48:06It's there.
0:48:08 > 0:48:13That's taking the electricity from there into the carriages and round.
0:48:13 > 0:48:16- So what's wrong with the thing? - I'll show you round here.
0:48:19 > 0:48:22That could be the problem. This is actually really good.
0:48:22 > 0:48:24That was worn through. That was going to earth.
0:48:24 > 0:48:26That's what could be happening in there just now
0:48:26 > 0:48:29but you've got to find that and you've got 150 carriages on that.
0:48:29 > 0:48:30So it could be any one out of 150.
0:48:30 > 0:48:33That's what could be causing the fault. See the copper showing?
0:48:33 > 0:48:37Like I says to you, if that's rubbing against the track, you get a short.
0:48:37 > 0:48:41That's it. So that's what probably happening today.
0:48:43 > 0:48:45Front of house, David Wilson
0:48:45 > 0:48:47and his colleagues are keeping the system going...
0:48:47 > 0:48:49just.
0:48:50 > 0:48:53It did take me couple of days to recover in terms of my back.
0:48:53 > 0:48:58I think we shifted about 3,000 bags that morning. But, yeah.
0:48:58 > 0:49:01It just shows you my new job means I don't do as much physical
0:49:01 > 0:49:05hard work as I perhaps done in the past.
0:49:05 > 0:49:06To buy some time,
0:49:06 > 0:49:10the engineers run a complex diagnostic test to trace the fault.
0:49:10 > 0:49:13If successful, the defective component can be isolated
0:49:13 > 0:49:15and repaired at the end of the day.
0:49:45 > 0:49:48That's a faulty carriage there. It's not tipped.
0:49:48 > 0:49:50That'll get taken out tonight for service.
0:49:50 > 0:49:52We'll take that out and replace it.
0:49:54 > 0:49:56It seems to be OK. It seems to have settled.
0:49:56 > 0:50:00I think we've disturbed at and it's settled. It's OK just now.
0:50:00 > 0:50:01But the night shift,
0:50:01 > 0:50:04they'll get in once the system's shut down and give it a check over.
0:50:04 > 0:50:06That's everything sort of going through fine. OK?
0:50:06 > 0:50:10- I'll keep you informed any further happenings, OK?- Okey-doke.
0:50:10 > 0:50:14- Thank you. Bye.- Up and running? - Yes, that's us back up and running.
0:50:14 > 0:50:16OK, I'll go round and do the cruise ships.
0:50:16 > 0:50:19I think we might still use this for flight closures.
0:50:19 > 0:50:21So, the flights that are just due to close just now,
0:50:21 > 0:50:24to get the bags through, cos if the bag is caught in the system,
0:50:24 > 0:50:27it might not make it down to the dolly to get onto
0:50:27 > 0:50:30the aircraft in time and then passengers don't get their bags.
0:50:30 > 0:50:33So I'm just going to phone them and tell them we'll still use this
0:50:33 > 0:50:38and then we know there's less chance of the bags missing the aircraft.
0:50:38 > 0:50:39So...
0:50:41 > 0:50:44- Never dull, eh?- All fun.
0:50:44 > 0:50:47Days like this, we like, cos it passes really quickly.
0:50:47 > 0:50:50You get sore feet, though, but it passes quickly.
0:50:52 > 0:50:56As the baggage system slowly returns to normal working speed,
0:50:56 > 0:50:58the passengers keep coming,
0:50:58 > 0:51:01leaving the cruise ship tour operators exasperated.
0:51:01 > 0:51:03Well, it's going kind of busy
0:51:03 > 0:51:08because we're supposed to have more queues, more open boxes for
0:51:08 > 0:51:14the check-in, and actually we can't because of the other airlines and...
0:51:14 > 0:51:16But they definitely need more space.
0:51:16 > 0:51:18For example, if we have two cruise lines here,
0:51:18 > 0:51:20they're definitely not prepared.
0:51:20 > 0:51:24The solution will be open more boxes for the check-in
0:51:24 > 0:51:27so they can be checked in faster and easier
0:51:27 > 0:51:32and also make sure that the space of the airport should be a little
0:51:32 > 0:51:37bit further down so they have more space actually to be on the lines.
0:51:37 > 0:51:42The chaos has resulted in a huge backlog but help is at hand.
0:51:42 > 0:51:46Gordon Dewar, the chief executive, has opted for a slightly less manual
0:51:46 > 0:51:51task, assisting passengers with the new automated self check-in system.
0:51:51 > 0:51:54But he needs a bit of help himself just to get started.
0:51:56 > 0:51:58Mines was doing the same as well.
0:51:58 > 0:52:00Take it back off and just let it reset.
0:52:00 > 0:52:03I don't know what's wrong with it.
0:52:03 > 0:52:06'I could tell that he was starting to get a little bit uncomfortable
0:52:06 > 0:52:08cos he kept trying to get my attention saying,'
0:52:08 > 0:52:11"Lorna, Lorna,"
0:52:11 > 0:52:14but I was wary that I was also helping a passenger so if I had
0:52:14 > 0:52:18'to stop doing what I was doing to help Gordon and his passenger,'
0:52:18 > 0:52:21I wouldn't have then been helping the passenger that I was assisting.
0:52:21 > 0:52:23So I was trying to keep doing what I was doing
0:52:23 > 0:52:26and also figure out what was going on with his kiosk
0:52:26 > 0:52:28and that day the kiosks were being temperamental.
0:52:28 > 0:52:30I mean, I had it a couple of times
0:52:30 > 0:52:33when they would just stop working and I just tried to make light heart
0:52:33 > 0:52:35of it and make a joke with the passenger.
0:52:41 > 0:52:45I was delighted to be there helping but it's uncomfortable
0:52:45 > 0:52:48when you've got 10, 20, 30 pretty disgruntled people,
0:52:48 > 0:52:51rightfully disgruntled, telling you, "You're not very good."
0:52:51 > 0:52:53I don't think anybody would enjoy that experience.
0:52:53 > 0:52:56And, coupled with the fact I was having trouble peeling
0:52:56 > 0:52:59the sticky labels cos I'm not very good at this sort of stuff, it was
0:52:59 > 0:53:01kind of an uncomfortable experience.
0:53:01 > 0:53:04But, in a sense, it was probably one of the best lessons I've had this
0:53:04 > 0:53:08year just about how close we were to the limits on our check-in process.
0:53:10 > 0:53:13Cool. Thank you. Bye.
0:53:16 > 0:53:18The check-in is on the brink of meltdown,
0:53:18 > 0:53:22with staff pushing the technology and machinery beyond design limits.
0:53:25 > 0:53:26And, in 30 degree summer heat,
0:53:26 > 0:53:29the boss is doing his best to keep his cool.
0:53:31 > 0:53:33For two and a half hours,
0:53:33 > 0:53:37the airport struggles to cope with surge after surge of passengers.
0:53:39 > 0:53:42Everyone is working flat out until the last large
0:53:42 > 0:53:46batch of travellers are directed through to the security hall.
0:53:48 > 0:53:50OK, folks, just come on down. Plenty more gates.
0:53:54 > 0:53:57Today, there's been issues with the baggage,
0:53:57 > 0:54:00I believe, downstairs so we've been getting them nice and steady
0:54:00 > 0:54:02and then suddenly you get a big surge like this
0:54:02 > 0:54:07so normally they're not very well prepped for security,
0:54:07 > 0:54:11English is not the best and they don't understand the e-readers.
0:54:11 > 0:54:14You get people scanning passports, baggage labels,
0:54:14 > 0:54:16labels off their clothes.
0:54:16 > 0:54:18Where it says "face down", we've even had people
0:54:18 > 0:54:21putting their faces against the reader. So it's always...
0:54:21 > 0:54:22It's great fun.
0:54:22 > 0:54:26It's been the busiest day in the airport's 50 year history,
0:54:26 > 0:54:31processing almost 40,000 passengers, but not a single bag was
0:54:31 > 0:54:34reported missing and no passengers missed their flight.
0:54:34 > 0:54:35OK, thank you.
0:54:35 > 0:54:39It's a shame about the airport. The report is rubbish. It can't cope.
0:54:39 > 0:54:43- What's happened here today? - Just a disaster.
0:54:43 > 0:54:46Standing in a queue for two and three-quarter hours.
0:54:46 > 0:54:49One person on check-in to start with. Just...
0:54:49 > 0:54:54It needs to be bigger or improved. Thank you. See you anyway. Cheers.
0:55:02 > 0:55:07Five days later and it's another big day at Edinburgh Airport.
0:55:07 > 0:55:10Thoughts of the terminal crush have been put to one side to
0:55:10 > 0:55:13welcome the first ever Boeing 787 Dreamliner.
0:55:16 > 0:55:20This is BA's inaugural flight with their brand-new acquisition.
0:55:22 > 0:55:24It's lovely to see the aeroplane coming into Edinburgh
0:55:24 > 0:55:28and we have brought some friends, family, guests,
0:55:28 > 0:55:32press up to the air traffic control tower to watch the aeroplane.
0:55:32 > 0:55:35I think it is the future and that type of aeroplane is going to
0:55:35 > 0:55:38be great for Edinburgh Airport because it means that Edinburgh
0:55:38 > 0:55:42can reach further destinations with that type of aeroplane, yeah.
0:55:42 > 0:55:45This test run from Heathrow to Edinburgh to pick up selected
0:55:45 > 0:55:48airport staff will take them on a jaunt over the Highlands.
0:55:48 > 0:55:49OK.
0:55:53 > 0:55:57The Dreamliner provides a glimpse of the future for aviation
0:55:57 > 0:55:59and for Edinburgh Airport.
0:55:59 > 0:56:05But before any new big ideas, thoughts turn to more recent events.
0:56:05 > 0:56:08Well, as you know, Saturday was the busiest day of the year and it
0:56:08 > 0:56:13certainly felt like it. That was so close to the edge in terms of...
0:56:13 > 0:56:15Well, probably beyond the edge, really.
0:56:15 > 0:56:18It worked because everybody flew but it didn't work
0:56:18 > 0:56:20because there was a lot of people that waited too long
0:56:20 > 0:56:22and utterly understandably were not happy.
0:56:22 > 0:56:24I wouldn't have been happy in that queue.
0:56:24 > 0:56:26So, both personally and professionally,
0:56:26 > 0:56:27it's frankly a little embarrassing.
0:56:27 > 0:56:30Now, you know, hopefully they'll not be put off about coming
0:56:30 > 0:56:32back again but I don't want to take that chance.
0:56:32 > 0:56:34We, as a team, everybody in Edinburgh Airport,
0:56:34 > 0:56:38from the carriers to the handlers and certainly Edinburgh Airport Ltd,
0:56:38 > 0:56:40that's not what we want to be known for.
0:56:40 > 0:56:43We've got the plans as to how we're going to develop the airport.
0:56:43 > 0:56:44It's getting the timing right.
0:56:44 > 0:56:46So what it's saying now is we have to accelerate.
0:56:46 > 0:56:49We had projects we thought we maybe had two years for
0:56:49 > 0:56:51we're going to have to do within a year.
0:56:51 > 0:56:53So it's about getting the plans off, getting the teams right,
0:56:53 > 0:56:56starting the investment earlier and just getting on with it.
0:56:56 > 0:56:59So I think it's going be a busy winter of building and investing
0:56:59 > 0:57:02and making sure we're ready for next summer for sure.
0:57:04 > 0:57:06The advance plans are now taking shape,
0:57:06 > 0:57:10keeping the planning team busy for the next few years.
0:57:13 > 0:57:15It's been a testing time for the new management team
0:57:15 > 0:57:19since their independence from BAA but now they have the freedom
0:57:19 > 0:57:23to use the events of the past to propel them into the future.
0:57:23 > 0:57:26I must admit, there were a couple of days when I thought,
0:57:26 > 0:57:29"My God, this place is absolutely bursting at the seams," which is
0:57:29 > 0:57:35great and it gives us a challenge but it's been hugely successful.
0:57:35 > 0:57:38And we're delighted about it. So busier again next year.
0:57:40 > 0:57:43Bring it on, as the operations guys keep on telling me.
0:57:45 > 0:57:48Next time, the departure lounge gets a new look...
0:57:48 > 0:57:51As an airport, we are absolutely delighted with it.
0:57:51 > 0:57:52It looks fantastic.
0:57:52 > 0:57:55..the low-cost holiday airline Jet2 reveal
0:57:55 > 0:57:58the secrets of their daily transformation,
0:57:58 > 0:58:02as the operation staff work round the clock clearing the skies...
0:58:02 > 0:58:04GUNSHOT
0:58:04 > 0:58:06Well, there's not much left of the birds
0:58:06 > 0:58:09once they've hit the engine. Just a few feathers.
0:58:09 > 0:58:12..and the airport goes on full alert.
0:58:12 > 0:58:13SIRENS BLARE
0:58:13 > 0:58:15Just sorting everybody off now.
0:58:15 > 0:58:18Nature of trouble - multiple bird strike.
0:58:18 > 0:58:20And ETA - 1-9-4-0. Read back.