AFP_OFFICER AIRLINE_STAFF DEANNE DEIDRE DUSTIN GEORGE GERARD JACQUI JORDAN JUDY KEVIN LABINOT LAURA LAURENCE LIZ MANDE MATIAS MICHAELA MICHELE MITCHEL NADIA NARRATOR NATHAN NICK NICK_OTF NIGEL PA PARAMEDIC PASSENGER PETER PETER_OTF POLICE_OFFICER RADIO RIARNE ROSS SANDRA ST_JOHNS_STAFF SUE WARREN PETER Far out. We just had a breach. He pretty much bypassed security. He shouldn�t be in there. LAURENCE And the time of the breach? PETER Ten sixteen. He did have a bag with him when he entered sterile, that�s a problem. LAURENCE � And does he still have a bag with him? PETER He still has that bag. LAURENCE Oscar One, Echo One. We�ve had a breach just happen. LAURENCE Worst case scenario it could be a deliberate act and they could bring a weapon in to be able to hand on to someone else to go onto their flight. NIGEL This is where all the cool stuff happens. SANDRA Okay guys, we�re gonna be busy now DEANNE Sydney Airport Emergency Line WARREN We need an ambulance. MANDE They�ve got CPR being performed on a passenger. KEVIN When you see green, that�s good. When you see red, we�re in trouble. LABINOT If you don�t know where you are, I can�t find you. JORDAN So I�ve called the police NIGEL There�s hours a day, days a week MICHELE We have a possible explosion. WARREN The firies are on their way AND ON TIME. NATHAN We have to get it right, every single time. RADIO Botany eight eighteen, runway one six right clear for take off. RADIO Clear for take off, one six right. DEIDRE � Good morning! PA Attention all passengers we want to apologise for the delay and thank you for your patience. LAURENCE Melbourne had some adverse weather that is going to give some delays. RADIO Oscar One, Tango One GEORGE [RADIO BEEPS] Go ahead. GEORGE � [RADIO BEEPS] Copy. I�m coming over now. GEORGE Friday morning, there�s about thirty, thirty-two flights out before midday, which is very, very busy. GEORGE Mate anything could happen, it�s an airport, where you know, we just expect the unexpected basically. GEORGE Hopefully we get a good day. But then again, we are dealing with the general public. Things can go wrong, hopefully they don�t, cross fingers. And we have a good day. GEORGE [PHONE RINGS] Hello, GEORGE speaking. GEORGE I�m going to come out there, have a look, I�ll see you out there. GEORGE Female passenger waiting to board a United Airlines flight, said that she heard a crack in her finger. We�re just gonna go have a look at her right now because it could have implications in regards to whether she gets on board or not. Or if it�s really, really bad we�ll have to call an Ambulance. GEORGE Can I have a look? JUDY Yeah, you want to pull it back to- GEORGE Yeah, it�ll act as a splint. JUDY Now that feels better already! GEORGE She�s a trooper, she�s very, very strong. She�s happy to travel. GEORGE This is gonna be a �Houston we have a problem� moment. JUDY � Yeah! [LAUGHS] GEORGE You know that, don�t you? JUDY � Houston! GEORGE � Yeah, we have a problem! [LAUGHS] Listen, safe travels. JUDY Thank you. GEORGE Hopefully she gets to Houston without a problem. IDENTIFYING PROBLEMS AND ACTING EARLY IS VITAL TO KEEP PASSENGERS AND AIRCRAFT MOVING ON TIME. RADIO fifteen wind, two three zero degrees, two zero knots, runway one six right NICK Hi, this is NICK from Sydney Airport Security Operations Centre, how you going? LAURENCE We do have an inbound medical. PETER Security lines, what time does it come in though? LAURENCE That is Virgin due at .. PETER My name is PETER. And that guy is my twin brother NICK. LAURENCE � [LAUGHS] Working with the twins is interesting, I still can�t tell them apart. NICK Yeah well sit here next to me we can hold hands you know? [LAUGHS] NICK OTF I�m the better looking one, and I�ve got more hair. That is how you can tell the difference. [LAUGHS] PETER OTF I like working with him, I know we are going to get the job done and it will be good. NICK OTF We started here at the same time. Fifteen years ago, we worked down at the screening point and then we came here pretty much straight away. PETER OTF � Yeah, we pretty much started here together and moved up at the same rate. We just deal with the whole security of the airport. NICK � Security not active. PETER OTF � We monitor the alarm system. We look at the radar system for the seawall, if there is boats, we monitor that and send out patrols. NICK [PHONE RINGS] Security, NICK speaking? LAURENCE We�ve had a small fishing boat come up against the runway. LAURENCE There is an exclusion zone for security reasons around the actual runways that poke out into Botany Bay. LAURENCE Vessels are not allowed to come within a certain distance. And there is a fisherman standing in his boat fishing away having a good time. NICK Security One to Security Two. GERARD Sweep One, Car Ten. South of Alpha Three, outside the strip. I�m just going to turn around to go and have a look. GERARD So, we�re at the end of the third runway here. And we�ve got boats where the end of the runway is. It's important they know where the limits of the airfield is so they don�t run into things. LAURENCE Our security vehicle go to that person and pretty much yell at them. Ninety nine percent of the time people will quickly realise their error and they will move along. LAURENCE He�s definitely done the wrong thing. NICK Well that�s it. GERARD He�s vacated completely following inspections. Have a good afternoon. NICK � Pete! PETER Far out. As if you�d come to- from arrivals to sterile. PETER OTF We just had a sterile breach, one of the contractors went from arrivals level into the sterile area. He pretty much bypassed security. PETER OTF Before you get into the sterile area you have to be screened by security. PETER He shouldn�t be in there. NICK Review the footage? LAURENCE And the time of the breach? PETER Ten sixteen NICK He did have a bag with him when he entered sterile, that's a problem. LAURENCE And does he still have a bag with him? NICK He still has that bag. LAURENCE Oscar One, Echo One. Hey GEORGE, LAURENCE, you got me? GEORGE Thank you. LAURENCE We�ve had a breach just happen into a sterile area. GEORGE Alright leave it with me I�ll get someone over there. GEORGE Tango Three, Oscar One. PETER � Where�d this guy come from? NICK Who does he work for? LAURENCE We�ve got to get security apprehending that person that has breached the door. Worst case scenario could be a deliberate act and they could bring a weapon in to be able to hand onto someone else to go onto a flight. That person will be stopped by security and then we�ll find out exactly what�s going on. PETER We found him in the toilet. So he was on camera the whole way. NICK So we�ll just hold him there, we�ll just, I�ll get back to you. NICK Security Eight, Security One. Can we just do a sweep of that toilet? NICK Because we had a contractor go inside there and he came from Arrivals, into Sterile so we just- and that�s where he went, he went straight for those toilets. PETER NICK�s getting the story from GEORGE. NICK � So he was working on a- LAURENCE, he was working on the toilets on arrivals and so he came back this way. Did he come up here to work on these toilets too, in departures? LAURENCE Well in this case it�s a contractor that was working in the toilet block. NICK So he went the wrong way. LAURENCE He has actually come up with a small bag of tools, so, tools of trade. So that could be sharp items, anything you could think of sort of required for anybody to do their work in those areas. Those things still have to go through a screening point and be approved to be able to come through, they can't just walk in and say I'm working in these areas. NICK � Okay, thank you. PETER Is he there? NICK Yeah. LAURENCE, he�s done that sweep, so. Eight�s done that sweep so he said that�s alright, it's all good. LAURENCE- But it's not just passengers that have to put up with security screening to get into these areas, it's all of us. It�s myself, included. If I went out there I�ve got to be screened. I�ve got to make sure I don�t have anything on me, scissors or anything that could be a breach. LAURENCE � Yeah. So let him know he has breached and that we will now deactivate his access. It's a fourteen day suspension. LAURENCE Oscar One and Tango One from Echo One. GEORGE [RADIO BEEPS] Go ahead Laurie. GEORGE Copy that. GEORGE So we�ve got an unattended item, what appears to be a trolley bag. With no markings on it, in an unusual type of place on top of a trolley. GEORGE Call the AFP. SUE Yeah. Security One. Tango One. Could you call AFP please. NICK AFP will arrive onsite in ten minutes SUE Copy thank you. GEORGE It�s quite suspicious so we�ve escalated it to the Australian Federal Police. GEORGE Can I just get you to move from here because I�ve just got an unattended bag? GEORGE � Hey! AFP OFFICER Hello GEORGE How are you going? Good, how are you? I couldn�t see any markings. Not even a tag, but looks like one of those trolley bags. looks pretty full. AFP OFFICER Yep. Alright so we will get it X-rayed. GEORGE It's suspicious. There�s no markings on it. The bag�s secured. It's left in a really funny area of the airport. You know what I mean?. It's not very common that people leave these things lying around in this particular type in this area of the airport. A lot of people that traverse through the corridors here to go through to the outwards Immigration area. GEORGE What concerns me is that it is bulging and under the current climate these days, it�s best to check it and just make sure that everything�s okay, because the number one priority at Sydney Airport is for all staff and visitors to be safe and secure. GEORGE The police are just going to do an X-ray of it. GEORGE You tell me when you�re ready. GEORGE Can you just wait there for five seconds please. AFP OFFICER Firing X-ray! GEORGE � Okay, walk past. Yep, yep. AFP OFFICER MDMA. LAURENCE Somebody is worried about being caught carrying something illicit that they shouldn�t take so they�ll sometimes dump it. Then of course that raises a lot of flags. GEORGE They don�t have anything in them. Except for the blue and the pink ones? So that is pretty suspicious as well. AFP OFFICER � Yeah. Okay. GEORGE Do you guys have a kit? AFP OFFICER � We do, at the office. I might just take it back with me. GEORGE That�s a good idea. I�ll let my guys know. GEORGE [RADIO BEEPS] Security One. Oscar One. Just in relation to that unattended item in Departures, opposite Check In Counter C in B East. The AFP will take it and they will own it. Just do some tests. SUE � Security�s just confirmed that a female has just dropped, left the trolley and has gone towards Check In Counter E. GEORGE � Yep? SUE They�re just going to check the footage. GEORGE Did they give a description? SUE Just a female. [INAUDIBLE] GEORGE Just a female. GEORGE So you know, the lady that the pass- the female passenger that went out? She may have been spooked. Got the hippy hippy shakes a little bit and didn't want to take it through. So now it�s in the hands of the Police. GEORGE Footage shows a female, but they can�t give us a description yet. LAURENCE NICK�s looking at the footage right now to try to review it, um give him five minutes. RADIO Calling AFP to any available, Sydney International for an unattended item. AFP OFFICER Ah, another one. NICK Inside the terminal, roadside, inbound Check In Echo, so AFP are onsite. SUE AFP are onsite, I will explain about her bag. GEORGE Thanks SUE GEORGE � She�s obviously come back to pick up her bag but the bag�s been taken. In possession of the Australian Federal Police. And now she�s being a little disruptive. And the Federal Police are onsite having a word to her. PASSENGER So who�s is going to explain that [BLEEP] to me? Who took the bag?? AFP OFFICER Calm down okay? GEORGE � Yeah, you can�t scream, don�t scream. AFP OFFICER You are in an airport alright? The officers are here to help you out. GEORGE � Please, please don�t- PASSENGER [CACKLES] Hah, hah, hah, hah!! GEORGE Please, don�t scream. PASSENGER � [SHOUTS] You can�t scream? GEORGE No you can�t scream. POLICE OFFICER Just be a bit patient. We�ll get your bag for you. You just need to work with us, okay? GEORGE Hang on. Hang on. Describe the bag? GEORGE So is this the bag that was left � did you leave, ma�am did you leave your bag before you went through customs? Excuse me? PA Any items left unattended at the airport will be treated- SUE �Cause I walked past her and she was walking up and down- GEORGE � Yeah? SUE Screaming and carrying on, and that�s when I went over. GEORGE Do you think because she had excess she didn't want to present the bag and she left it over there? SUE Possibly. Because she kept those two bags. GEORGE So tell me something. Just come here for a sec. [INAUDIBLE NAME] can you come here for a sec? So where did this person leave this bag? SUE � Okay� AFP OFFICER � Apparently it was [INAUDIBLE] SUE � Yeah, so it was just there, just next to the bin. I couldn�t make it, but as I was coming down, AFP were clearing the bag. GEORGE � Yep? SUE I was speaking to security at that stage and they said AFP were going to clear the bag. GEORGE � Oh, so this is unrelated to the job that we did over there? SUE Absolutely. Unrelated. GEORGE � Gotcha. Understood. SUE So when I said to her the bag was at lost property� GEORGE She went up and cracked it? All because the bag was taken away AFP OFFICER � Yeah GEORGE That�s all? SUE So they are going to go and get the bag now for her- GEORGE � Okay SUE And bring it across. GEORGE And what is LATAM going to do about her? SUE They are not going to take her. GEORGE They are not going to take her. SUE They said she is completely banned on LATAM. GEORGE She is completely banned? SUE � Yep, they were- GEORGE Does she know that? AFP OFFICER Does she know? GEORGE Not yet she doesn�t. So she is going to have to get a new ticket, seek a refund, but LATAM won�t uplift her. PASSENGER � [TRANSLATED] I�ll try to go, Mum, relax. I�ll board this plane because of you, okay? Because of you I am boarding this plane. GEORGE � Now, she�s going to lose it now because as soon as she knows LATAM have banned her, and she is going to have to seek other means. And the bag has been destroyed, because you had to open it, because it was secured. Yeah, yeah. GEORGE This is not gonna go down very well. She�ll be a one way ticket to the moon in ten seconds. GEORGE My name is GEORGE. PASSENGER Nice to meet you GEORGE. GEORGE � Can I- am I able to get you to just sit in the seat? PASSENGER � Nah, I wanna sit, you sit here. And you sit on the floor, and then we talk. GEORGE � No. No, I want you to, just sit on the seat. You can sit over there and we can talk. I want you to sit down, don�t want you to sit on the floor. PASSENGER � I�ll sit where ever I want to sit! GEORGE You really can�t, ma�am. PASSENGER Why? GEORGE Because I am the Airport Duty Manager. And if I have to tell you where to sit, you�ll sit. Now. I�m here to help you as much as I can from an airport perspective. Okay? So what�s occurred here is they�re saying that your behaviour has been inappropriate. And what they�ve done, they�ve banned you from flying with LATAM. Do you- you understand that right? Only because you got a little bit aggressive. But you�re laughing but it is a very serious matter ma�am. PASSENGER Ah it�s pretty serious. The way I take it is serious. GEORGE � Ah, yeah it�s very serious. It�s very serious. PASSENGER Why do I have to take it serious like you? GEORGE Are you listening because I don�t like being ignored. PASSENGER I just want to go back to my country so bad. GEORGE � Yeah, I know you do. But we want to try and help you but if you act like, if you behave like this you can�t go nowhere! PASSENGER I still don�t have my bag. How can I behave? GEORGE It�s coming. GEORGE Well you left it for more than an hour unattended. PASSENGER Because I was in the line for more than one hour so that is the only problem! GEORGE Why didn't you take your bag with you? PASSENGER Because I couldn�t get the trolley because you need to put a coin. I have a supermarket in Brazil man, do you think I ask for coins to people to go there with their trolley to buy things to give money for me? GEORGE � See what I mean? This is what I�m saying. You need to sit down. PASSENGER � [SIGHS] Ahhh! GEORGE You need to sit down. PASSENGER Stop it! GEORGE You need to sit down. PASSENGER Seriously just leave me alone. I am going to buy another ticket and fly away. Thank you. GEORGE Okay. All right. You will? PASSENGER Can I stay and buy another ticket? GEORGE � Well yeah, yeah, no you can. Yeah, you can stay, you can stay up until eleven o�clock tonight. But I am asking you about your behaviour, is please don�t scream at anybody. That�s all I ask of you. Okay? We have a deal? GEORGE Okay, it did escalate, and her behaviour was inappropriate, especially on an airport. And she just needs to behave and rebook herself and act like a human. AIRLINE STAFF That�s it. She will not travel with LATAM again. GEORGE � No, she knows that. AIRLINE STAFF They�ll never accept somebody like that. She goes from zero to a hundred. GEORGE And she�s waiting for her bag now. And she�ll re- AFP OFFICER � The bag�s here. GEORGE The bag�s coming. And then she is going to purchase another ticket with another airline. If she kicks off again, I�ll bar her. But she has to have an opportunity to go back home. AFP OFFICER Yeah, yeah, that�s fine, of course, yeah GEORGE She has to have an opportunity. GEORGE � Yeah, give her her passport. Make sure you�ve got all your details. AFP OFFICER You happy for her to stay? GEORGE Yeah I�m happy to stay here, yeah no she stays inside and works herself out absolutely. Done. LABINOT Security operations it�s Labi? GEORGE It�s George, how are you? That disruptive female, can you just keep an eye on her please? LABINOT Yep, thank you very much my friend. Thank you. GEORGE Ciao, bye. LABINOT See you mate, bye bye. GEORGE so I contacted security so they can keep an eye on her. If she does everything properly, she will go back home no problem. RADIO Botany eight eighteen, runway one six right clear for take off. DEANNE Sydney Airport Emergency Line, how can we help? RIARNE We�ve got a child under the age of seven who has slipped and cut their chin. MANDE Just confirming do you guys need an Ambo for this one? GEORGE And then he�s fallen. It appears- LAURENCE On a busy day, we�ll probably have a dozen ambulances out on the road, in the terminal, out on the ramp for accidents, anything you can think of happens here. LAURA Mate, it's a pedestrian crossing. Stop! LAURA Copy I can see them up on Departures Level. I will head there now. RADIO Just let us know if you need anything further, thank you. LAURA [RADIO BEEPS] Copy, thank you. I�ve got St John�s Ambulance with me. AIRLINE STAFF There you go, can I see that one? LAURA Hi there, what�s your name? PASSENGER Can you leave me alone? LAURA Sorry? PASSENGER I am working with this girl. AIRLINE STAFF � But she�s my friend! LAURA � Okay, yeah. I�m- I am from Sydney Airport, my name isLAURA, I�m the Terminal Supervisor, we just want to make sure you�re okay. PASSENGER I wanted to get a flight to Brisbane today. LAURA � Okay. Yep? PASSENGER People wouldn�t let me do that. LAURA � Okay. We just want to make sure you are okay first. Have you hurt yourself anywhere? Hit your head maybe? PASSENGER I don�t know what you�re trying to ask me. LAURA � No, we�ve just heard that you�ve taken a fall, that you�ve fallen over. PASSENGER Um. Have I fallen over? AIRLINE STAFF You did fall over. Do you not remember? St John�s Staff My name isLIZ. I will just give you a quick check over. PASSENGER Thank you. I�m not sure I need you. ST JOHNS STAFF Would you like us to just give you a quick check? Just make sure- PASSENGER Do what you need to do. I�m not here to cause problems. I just want to get on my flight. LAURA We want to make sure you�re okay first. PASSENGER I�m okay. LAURA You�re okay? LIZ Are you feeling unwell in any other way? PASSENGER � Umm. I just need to get home. LAURA From what i can see, I can�t see any physical injuries or that he has hurt himself. But he is very intoxicated. PASSENGER Can I get on a flight? LAURA You can�t get on a flight today unfortunately. We have spoken to Qantas and they have said they are not going to allow you to fly today. LAURA We�ve just got a male who has fallen on the escalators. He hasn�t got any physical injuries that we can see. St John�s are here but he is highly intoxicated and if we can get AFP on the way that would be great. AFP OFFICER I am here to advise you that you will not fly today. But I can give you other options? That�s why I�m here, to help you. You might be able to get on a flight tomorrow. PASSENGER You go away. AFP OFFICER No I won�t be going away. PASSENGER Do you think I am actually a problem? AFP OFFICER At this point you�re very good with me so I don�t think you�re a problem. But- PASSENGER � Do you think I�m a problem? AFP OFFICER But you�re a problem to fly. If I was the airline I would not want to fly you with you being intoxicated. PASSENGER I am confused. AFP OFFICER There�s two options. You listen to me so that I can help you. We have accommodation provided. I�ve already organised they�ll fly you tomorrow at no extra cost. If you choose not to comply with what I am asking you then you will be placed under arrest for drunken intoxication at an Airport. Drunk in a public place. I don�t want to do that, that�s why I am giving you the options. I�ll give you accommodation. I�ll take you there! AFP OFFICER � We�re only here to help, that�s all. So are you happy to come with us and we can drop you at a hotel, or do you want to get a cab? Yeah? All right, no worries. LAURA This instance was a good outcome. AFP were able to convince him to get some accommodation and sober up for his flight tomorrow. LAURA If you come back tomorrow, they�ve booked you onto the next flight, same time tomorrow, okay? AFP OFFICER Have you got a driver�s license? LAURA The AFP did have a lot of patience with him, and I think that was really important in coming to a resolution and getting him to agree with them. MICHAELA Excuse me ma'am RADIO �Runway six one right. Clear for takeoff� JACQUI Australia is a huge country. A lot of the places that we fly to you�re looking at sort of five to eight hours driving time on roads that may not be that great. Flying is much quicker, so we can get patients to the treatments that they need, a lot more quickly. JACQUI Providing inflight care to patients that need to be moved from rural areas where they don�t have as many services to the bigger cities where we�ve got all the specialist treatments and services available. JACQUI And then I�m ready for closed doors and get going. RADIO Clear for take off, one six right, botany eight eight JACQUI No job is too big or too small for us. We get sent to obstetric cases, lots of cardiac, trauma, paediatric and preterm infants, so all the flight nurses here are midwives as well. ROSS Sorry where is your patient at? NADIA Thanks Aero Ninety Three. Copy that. NADIA And then I track all of our medical teams via theRADIO so they communicate when they�re going to and from either base or scene or hospital. Should we need to re-task them or divert them. DUSTIN And where is the patient at the moment? He�s at Port Macquarie CCU? DUSTIN I�d like to send that plane elsewhere for a patient that is sicker. DUSTIN I�ve got a gentleman who is actually quite unstable and he has significant chest pain which is ongoing and he has some really worrying ECGS. MITCHEL Hey mate, just got in touch with power two, he�s sending over two more staff now. MITCHEL We get a lot of people through the terminals. When we�re out here on the floor, and we�re looking for any patterns and problems? There are gonna be queues� but it's how can we make it work the best and make it more palatable for people that have to wait in them? MITCHEL Can I get you to go straight down here. you won�t lose your spot, you�ll come out in the same spot. Thank you. You gonna grab them from here? Perfect. MITCHEL He who fails to prepare, prepares to fail. That�s what our team does, we make the show go on on the floor. MITCHEL Just around here we�ve got two more lines for you. MITCHEL Perfect, Just over here we�ve got two more lines over here. Awesome. Perfect. MITCHEL Beautiful. I�ll get the staff in place. Just over here we�ve got two more security lines over here. MITCHEL He�ll let you in just there. Perfect, just over here into this line over here. MITCHEL One point of control means we can actually balance the wait times for people. Sometimes they think we�re just trying to herd them in one place. What we�re actually trying to do is make it one point of control so we can make it easier for people. We just want people to come in, have a good time. Fly out and be safe. MITCHEL Just out here, we�ve got another two lane over here for you. MITCHEL It�s a big ecosystem so if the planes get loaded a bit slow they depart a bit slow. The airlines are always pushing passengers, shuffling them about. And it is just managing where are those passengers going, how are they doing it? MITCHEL So we�re just having, coming into our busiest hour of security. We just got a big bump in passengers but we�re ahead of the game. We�re set up for it, we�re ready. MITCHEL Sydney Airport Mitchel speaking? MANDE Jetstar cancelled. Cool but nil further info at this stage. MITCHEL We�ve got a Jetstar cancellation that is just backing up the counters and behind the counters a bit, it�s I think about people. I know they are all crowding around but it makes me keep thinking that the lines are way bigger than they are! And generally when it rains it pours. PASSENGER We were meant to go to Uluru this morning and of course, we flew for two and half hours and on our way, we were almost there and minutes away we were told there is a fault in the plane and hence its reverting back to Sydney which we did. And we are still here. MITCHEL Unfortunately with a cancellation there, the flight of people, not one of them wants to be in that situation. But unfortunately you become the face of the problem to them. PASSENGER Still waiting, still waiting. MITCHEL Cancellations things like that, you don�t want to see it get worse but this sort of thing can spiral. They�re looking at everything they can do to get the passengers to where they are going and make them happy. We�ll just see what the airline needs and try and help them with that. MITCHEL The next other ones come down here. Perfect thank you. MITCHEL We don�t want to be holding people and making them angry. Even there when I was walking through there, everyone seems quite jovial and like they are getting the information they want in a situation they don�t want to be in. A lot of it is just getting that organisation there and that clear communication. MITCHEL Sydney Airport MITCHEL speaking? MATIAS Just looking up the flight radar to see where the aircraft is just to make sure there is a space in the hangar, that it is all clear. Pretty much it has been prepared. NADIA Competing priorities, limited assets, sort of got to work out an alternative way that we can assist. ROSS Maybe, that Tamworth, or an afternoon one. DUSTIN We had a plane going to Orange, we�ve diverted that plane now to go to Port Macquarie urgently to pick him up. He needs to get down to somewhere that can help him immediately. PARAMEDIC Done. I�ll lock it in. Okay, thank you. MATIAS That means high priority landing, that�s where everybody moves around so the Ambulance can land. RADIO That�s runway one six right to the left MATIAS And that means everything here have to be ready for them. So we try to be ahead of the game. DEANNE Just the Ambulance service. DEANNE At this stage we�ve sent them to the security gate. So we can give them airside access. RADIO [INAUDIBLE] three six and four five on frequency one two four Pilot three six four five, one two four dash one five on the GA ambulance at two seven three JACQUI We got diverted to a patient and he�s a confirmed heart attack. We accepted care of him at Port Macquarie Airport on the tarmac. Gave him some treatment on the ground. Then loaded him into the aircraft and flew him back to Sydney. JACQUI Standard cabin altitude pressure. He�s got one cannula insitu, we�ve flushed that. He�s got a rescue line connected to it, in case we needed to give him any emergency drugs in flight. PARAMEDIC � Perfect. JACQUI He�s going to Prince of Wales Hospital and then they�ll work out what treatment he needs from there. MITCHEL These people were meant to depart on a flight. They were taxing out to the runway and what�s happened the pre-flight checks which all the pilots go through to make sure all the systems are functioning, and you�re about to have a safe flight, one of them revealed something, a routine problem they had to clear. So that plane was not cancelled but delayed and the passengers were put onto another plane they had on standby. Unfortunately, that one�s also cancelled. PASSENGER They told us the second flight has got a fuel problem and yet, we were asked to disembark and we are still here. Two flights, two flights all day at Sydney. Supposedly we were meant to go to Uluru today and we are still at the Sydney airport, so. Don�t know what�s going to happen. MITCHEL The Jetstar counter just had a cancellation and bay return so they�ve directed the passengers out so not everyone there is checking in for their flight, they�re just waiting to get information. They�ve got people in their queue right now. It can just lead to a lot of angst and that�s not what we want. We want everyone in here moving through and nice and calm. MITCHEL I�m just going to close this one sorry MITCHEL But also they don�t know what�s happening with them yet and then you�re going to have the other flights come in behind it MITCHEL Do one of you guys want to flick that strap for them there just so they don�t come out MITCHEL Keep an eye on it, I�ll just have a chat to Jetstar. All right? MITCHEL Ahoy hoy. MITCHEL They said they�re working with their teams so they�re looking to try and organise a plane. It takes them a bit of time sometimes because they aren�t cheap and they�re not easy to organise when you�re doing crew schedules. So crew would have been pulled off other flights or rearranged to be able to get a crew in the air and meet the requirements that they need to safely operate the plane too. PASSENGER Still, still motivated to go to Uluru. So still fingers crossed hoping it will happen. MITCHEL I wish I had champers! Take a few, take a few, just in case. I know, I know, trust me I know. MITCHEL We understand that people get frustrated because you look at it yourself and you go, �I wouldn�t want to be in that situation.� PASSENGER They�ve just said they are trying an ad hoc flight at . am tomorrow morning. MITCHEL They don�t get to go tonight. But they�re all going tomorrow which is not an ideal outcome they�ve been given their new flight numbers and now hopefully? Get them where they�re going tomorrow morning. MITCHEL Are they going through our terminal? It�s not a no, it�s a not yet. MITCHEL Tomorrow the show goes on! NARRATOR Every country has a gateway to the rest of the world. In australia, it�s sydney airport managing flights a day. The most popular tourist destination in the country, different airlines carry more than million passengers annually. Orchestrating the movement of this city within a city� is a monumental task. From the bowels of baggage sorting to the airport�s seven nerve centre.people work around the clock to keep sydney airport running safely and on time.it�s am friday. The start of one of sydney airport�s busiest days of the week. Whether returning home for the weekend .� or jetting off on an overseas adventure � today one hundred and twenty thousand passengers will pass through sydney airport. But some of those journeys will be interrupted. While eighty two per cent of domestic flights arrive or depart on schedule �. Almost one in five are delayed or cancelled. From severe weather � to medical emergencies �. Journeys can be impacted for any number of reasons. And sydney airport staff must step in to help. And today, as the duty manager, it's up to george to keep passengers moving. George will deal with any disruptions that could delay operations or prevent passengers from boarding their flights. George is alerted to an incident that could delay the flight to houston. There are thirty minutes before the flight departs. If the passenger needs to be taken to hospital, she will miss her flight, which means delaying the departure to retrieve her bags, potentially affecting all other passengers onboard. A quick splint on the passengers finger means she�s able to board without any delays to the flight. Identifying problems and acting early is vital to keep passengers and aircraft moving on time. With more than cctv cameras positioned around the nine square kms of the airport � the integrated operations centre are the first to know when a potential disruption to airport operations arises. Working together at the ioc to tackle issues and keep passengers moving, are operators peter and nick. Sydney airport is surrounded by popular waterways on three sides. Its two north south runways extending out into botany bay. This morning on the north western perimeter there�s been a breach directly under the flightpath. The waterway exclusion zone is marked by yellow buoys eighty metres offshore. An intruder so close to aircraft taking off or landing, poses a risk to aircraft and passenger safety. Once anyone breaches the maritime perimeter, a security alert is automatically triggered and the ioc directs security to remove them. If a boater decides to come ashore into the restricted area, this could potentially close off a runway. Security warn the intruder to move away from the airport boundary. The maritime boundary is secured without any interruption to airport operations. At the integrated operations centre, twins nick and peter have just been alerted by the security system to a breach, this time from inside the international terminal. Airports are divided into two distinct zones. Non-sterile where the public is free to enter and sterile. The breach could be an innocent mistake� or a serious threat. Using the hundreds of cctv security cameras within the terminal, the twins must now pinpoint his location and have him stopped. Security locates the man in the bathroom and escorts him to a safe area for questioning. Security check the bathroom for anything dangerous or suspicious that may have been left by the contractor. Up to fifty bags a month are left unattended at sydney airport� �most of them by innocent mistake. But some bags might be left intentionally. This morning, the integrated operations centre is alerted to the discovery of an unattended bag at terminal one. Using a portable x-ray machine, the australian federal police must scan the bag to get a better idea of its contents and rule out anything sinister like explosives. The x-ray doesn�t reveal any explosive danger, so the officers proceed with a manual search. mdma is illegal in australia. The penalty for supplying the drug in large quantities can be years to life in prison. While the drugs are being tested, security needs to review hours of footage to try and find the owner of the bag. A female passenger has returned to claim her unattended bag it is not clear if this passenger is the owner of the bag seized earlier. At terminal , duty manager george is dealing with a woman who�s reported to have shouted at check in staff for a flight to south america. The bag that contains the suspected mdma does not belong to the woman � but there�s a new problem. The decision on whether or not to take passengers is up to individual airlines. The passenger must now purchase a ticket on a later flight with another airline, before she can return home. With a maximum of eighty aircraft movements per hour and , passengers per day � many of them rushing to their gate �it�s little surprise almost two hundred and eighty passengers fall over and injure themselves at sydney airport each year. From relatively minor injuries to more serious incidents. With so much activity and so many people moving through the airport, everyone needs to keep alert. Terminal supervisor laura receives an emergency call. Inside the domestic terminal, a forty five year old male has fallen over while exiting the elevator. Laura follows protocol and calls for the assistance of the australian federal police. The australian federal police respond to more than eight hundred alcohol related incidents at australian airports every year. It�s friday afternoon and across the three terminals, thousands of passengers are heading to departure gates ready to board their flights. There are however some flights at sydney airport no one ever wants to catch � until their life depends on it. Residing in the eastern corner of the airport is the base of new south wales air ambulance. This fleet of five specially modified beechcraft king air aircraft � are able to reach the most remote corners of new south wales, covering an area more than three times the size of the united kingdom. Air ambulance provides emergency care and transport for over six thousand patients in regional areas per year. The service runs hours a day and is not subject to the strict pm curfew that applies to all other flights at sydney airport. This afternoon nurse jacqui�s flight is making a three hour km round trip to tamworth and then orange in north west nsw, to collect two patients who require specialist treatment in sydney. Air ambulance flights are assigned by the aeromedical operations control centre located five kilometres from sydney airport. The centre fields incoming emergency calls and prioritise air ambulance teams out of sydney airport based on the patients� location �. And their condition. And an emergency call has just been received. A cardiac emergency case has just been reported at port macquarie, three hundred kilometres north of sydney. Triage nurse dustin diverts the flight destined for tamworth to the cardiac emergency twenty minutes flight time away. With the patient suffering acute cardiac symptoms, the air ambulance races to provide urgent emergency care. Back at domestic terminal , the afternoon crowd is building and supervisor mitchel needs to move hundreds of passengers through the terminal. So mitchel takes centre stage �he becomes the conductor � setting the tempo in an orchestra of passengers ... And baggage. As the afternoon flights depart, mitchel�s lines seem to be flowing. But there�s some eventualities that can�t be anticipated. It�s a busy friday afternoon. With the flight cancelled, the passengers start regrouping at the terminal, while waiting for updates �. And mitchel�s tidy lines � are no more. And this isn�t your usual cancellation� while the passengers wait for another rescheduled flight � the good news is that the passengers were able to board another friday afternoon flight to uluru. But as the flight taxis to take off � the replacement flight has also been cancelled. And all the passengers will be coming back to mitchel�s terminal inside sydney airport at the air ambulance base, ground staff prep for the return of a critical cardiac patient. The flight has been diverted from a patient retrieval to the cardiac emergency case kms from sydney because of the diversion, another air ambulance flight is dispatched to take care of the patients left behind. Meanwhile, the cardiac patient has been picked up and sydney airport is alerted the returning air ambulance is now a medical emergency. Airport tower control opens a slot for the returning air ambulance. So it can land safely and without delay. The integrated operations centre coordinates the entry of an ambulance �which must be escorted across the tarmac. The cardiac patient is handed over to the paramedics for immediate transfer to hospital. With the help of the air ambulance service, the passenger lives to fly another day. It�s .pm, and as the crowds gather for the friday afternoon peak �it�s already been an eventful day of joyful reunions and emotional departures. But over at terminal , supervisor mitchel is managing a departures hall full of frustrated passengers. Their original flight � and the replacement flight � have been cancelled. Mitchel does his best to keep the queues moving � and works with the airlines to manage passenger expectations. As for the passengers, more information has come through. For some passengers their journeys have been unexpectedly interrupted.but by day�s end, , passengers on flights will have successfully arrived at their destination �. Or departed for a new one. Tomorrow thousands of new journeys will begin �and the team that help makes them happen will be back.