It is the winter of 2019 and the airport is having one of its busiest years; more than 81 million passengers are expected to fly in and out with over 76,000 staff to cater to their needs; this is all before the worldwide lockdown.

Airside officer Ian returns to Britain's busiest airport where he has a close shave on the runway; Veteran Customs Officers Glen and Amarjit are on the lookout for illegal cargo; a new engineering guy joins the team.

An octogenarian forces herself into the country under the watchful eye of Passenger Experience guru Demi; Terminal 4 turns blue; Hugh has a potential environmental mess on his hands.

One of the worst winter storms ravages Heathrow; Rachel and Ian manage trash cans and royal birds in the airfield; inside the terminal, rookie manager Lee deals with his first fire emergency.

Customs officer Kat is in a dilemma about whether to allow a tourist arriving in the United Kingdom with little cash and a confusing backstory; a 400-year-old Japanese tradition flummoxes Customer Service Representative Mr Sho in Terminal 3.

Customs and excise personnel rummage through carry-on luggage looking for secret stashes; Virgin Atlantic's punctuality record is put in jeopardy by a captain's bottle of water.