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Student Arrives With Nowhere To Live _ Heathrow_ Britain's Busiest Airport S6 E8 _ Our Stories
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00:00It's Friday morning and some of the 1,300 flights of the day are getting ready to take to the skies.
00:19More people fly out of Heathrow than any other UK airport.
00:23So you fly from Terminal 2 and your gate is the B44. You want me to write it down for you?
00:27Yes, please, because they didn't put the gate. Air India, over here, please. Thank you very much.
00:32And when they return, there's always someone waiting to check their passports.
00:37You speak English? There you go, sir. Six months leave as a tourist. Welcome to the UK.
00:46It's down to Border Force to make sure all those coming into Britain match up to the documents they're presenting.
00:53When do you go back to Israel?
00:55This visa will expire soon.
00:58And if a passenger's papers aren't up to scratch, they may end up being scrutinised by forgery expert Border Force Cat.
01:06What's your birthday?
01:07March 13th.
01:08How many pounds have you lost?
01:10Probably 25 to 30.
01:12Yeah, a good bet.
01:13You can tell. It's good.
01:15Yeah.
01:16I typically say things like that, because you've lost a lot of weight.
01:19We see a variety of passengers. It's one of the biggest ports, with obviously the four big terminals.
01:24You have to make sure everyone's coming in is who they are.
01:26It's just about securing the border and making sure the country's safe. We're not letting the wrong people in. Make sure it's the right people with the right documents.
01:35While the immigration hall may be the end of the road for returning Brits, for others, their journey is just beginning.
01:45And the lady's coming in to study nursing at BPP University, but we're just checking the certificate. On the back there was something that caught my eye.
01:56So Neil's just having a look on the internet to make sure that the school is the same, you know, the logo is the same.
02:04These papers belong to Kinjal, who's just flown in from Ahmedabad in Western India, and she's one of half a million international students who come to study in the UK every year.
02:16They've made it look like steam, and it's actually, when you look at it online, it's actually a point...
02:21How long have you been out in the country?
02:22A plane.
02:24This is their actual nursing council's website.
02:28Well, it's a plane.
02:29Yeah.
02:30We're having a massive intake of students coming in, but there's been quite a few non-genuine students, shall we say, coming in.
02:36And they're all bringing lots of packs of certificates or documents.
02:41And this lady's one, I just noticed a few things, you know, that maybe shouldn't be there.
02:46What did you think of certificates?
02:48I think, well, when you look at the actual motif, that's not what it is online.
02:53There's three stars, it's only on one.
02:56And this is blue, one line, not black.
03:00International students are granted visas to study in the UK, and they must be accompanied by evidence of qualifications.
03:08But at the moment, Kinjal's may not make the grade.
03:11If the documents were deemed to be counterfeit, she would be refused entry on the fact that she'd use false documents.
03:17That would be the outcome.
03:19Oh, yeah.
03:20That's a little kestrel there.
03:21Today, Airside Ian is on one of his routine patrols.
03:23Whilst those flying in and out of Heathrow are subject to rigorous checks in the terminals,
03:31out on the airfield, it's down to the airside safety officers
03:34to carry out their own form of forensic inspections.
03:39Oh, a little kestrel there.
03:44Today, airside Ian is on one of his routine patrols.
03:47I know there's jobs with a lot more money, you know, you know,
03:49you sit in there number crunching in some office in London,
03:53and I think I'd rather have a salary arm on, sitting there watching these come in.
04:04Oh, wow.
04:08That's pretty cool. Still gives me a thrill and a kick.
04:12But before he has time to take in any more of the view,
04:15a familiar foe has returned to ruffle his feathers.
04:20Disspection on zero nine left, please.
04:22Uh, Biggs, it might have hit a bird.
04:24Uh, just ladies, the car on your one.
04:26Half eleven, Roger.
04:28Unfortunately, a bird has met its untimely demise,
04:31thanks to a Boeing 777.
04:34It does make an awful mess.
04:36You've got bits of flesh and blood and stuff all over the place.
04:40Anything on the runway could be sucked into the engines of oncoming planes,
04:44and it's down to Irn to dodge landing aircraft and retrieve the gull.
04:49I'm holding at Alpha Bravo 1-1 at the moment.
04:52I have seen the carcass of a gull.
04:54I'm waiting for a gap in the approach to get back onto retriever carcass.
05:00A plane lands or takes off every 45 seconds,
05:04so getting on and off the runway will rely on precise timing.
05:08Uh, Phoenix, what are you supposed to get a gap to get your back on?
05:10Uh, that's understood. Thank you, uh, Phoenix.
05:13Air traffic control will look for a gap between landing aircraft
05:16and give Irn the green light.
05:18The anxiety level comes up because you can see the aircraft approaching.
05:22So you're pretty keen to find what you want to get off.
05:25So it's trying to look for what it's trying to do,
05:27keep an eye on the aircraft, whereabouts you are, where your escape is.
05:31What's it like having a plane coming down on you at 170 miles an hour?
05:37Scary. Scary.
05:42You get about, uh, 45 seconds.
05:46Behind Siegel.
05:47American threat. It will be a short runway inspection ahead of you.
05:54Siegel's entrance in on there.
05:59Ian doesn't have a second to spare.
06:01If he's not clear of the runway sharpish,
06:03the incoming aircraft will be forced to abort its landing.
06:12So that's the way that we have to do it.
06:14The.
06:19Phoenix vacating.
06:24One point.
06:25So, um,
06:27Phoenix vacating to zero on left.
06:29Fod retrieve. Thank you, sir.
06:30Thank you, Phoenix.
06:32American free.
06:33Thanks to Ian's quick thinking,
06:35the runway can remain open and it's the best possible outcome for everyone.
06:40Apart from the bird
06:42Passengers are totally unaware of it. What goes on?
06:53Some passengers may also be totally unaware that last year over
06:58350,000 people from non-EU countries came to live in the UK the highest number since records began in 1975
07:06What is your son doing here? Put your right thumb on the red light for me, right thumb?
07:13Currently 12% of the NHS workforce is recruited from abroad, but there is still a shortage of over 40,000 nurses
07:21And do they actually do nursing just out of interest?
07:25She's doing health care, she's doing a master's in health care
07:28And this nursing student from Ahmedabad hoping to study in London is being questioned by border force officers
07:34Over the authenticity of her qualifications, but this has got a so-called chip in it
07:42Today border force cat is being assisted by her colleague Tracy, and it's not just Kinjal's documents that are potentially raising her temperature
07:51I'm concerned because you're coming here to study
07:54All right, you're not understanding everything. I say okay, and you have nowhere to stay
07:58So I'm going to sit you over there while I'm in the university. Do you understand? Okay?
08:05While border force Tracy heads off to make inquiries cat puts on her duty of care hat
08:11You say you have a thousand pounds cash and will your father transfer money every month pay?
08:19Pay for fees or is it all done?
08:22Full done. Full, that's good. So hopefully there won't be too much longer
08:29And then we can find out some answers
08:33Having spoken to the university to determine that Kinjal is indeed a legitimate student
08:38Tough talking Tracy now wants to get to the bottom of her accommodation plans
08:44I've spoken to the university and when you spoke to them you said you were going to stay with a friend
08:49If the university give me accommodation then I will leave over there
08:53They don't arrange any accommodation they said that they didn't provide accommodation and that you were going to stay with your friend
09:03If university give me accommodation they say they don't arrange accommodation at all they have no accommodation
09:12I'm worried where you're going to stay where are you going to stay
09:14One wife or one friend or friend is living here
09:17Okay, okay, and how do you know her?
09:20He's my she is my friend or friend
09:23From where?
09:24From another
09:26Yeah, if she's living she's living here for 10 years
09:30Okay, so when you go from here, what are you going to do? Because you're
09:34Young you don't know where you don't know this country all right. You have nowhere to stay
09:39All right, they're not going to give you anywhere to stay. What are you going to do tonight?
09:43Where are you going to stay tonight?
09:45Right now I will stay with her
09:47Okay, give me her phone number
09:50And will she say that you're going to stay with her?
09:52I also did not much talk with her
09:59Actually, I was expecting that 99% of university have will give me accommodation, but here I am
10:09They haven't got accommodations
10:12You just wait there for a moment. All right, I'm going to ring this friend and see what she's got to say
10:16Okay
10:19Border Force Tracy wants to ensure Kinjal will have a roof over her head before deciding to land her
10:26That's Border Force talk for being let into the UK
10:30Answer phone
10:31Not leave a message
10:33No, it's some bloke called Steve
10:37An English guy
10:38It's an English male called Steve
10:41And who are you expected to reach?
10:43I've ever been
10:45Unfortunately for Kinjal, it's an incorrect number
10:48And without suitable accommodation, her future plans to study in the UK are in doubt
10:53I don't know what is happening to me
10:58Right now I'm feeling sad because my decision is pending
11:05I'm feeling so sad
11:06Britain, we're the fourth most travelled nation
11:24Boasting an average of over 70 million overseas trips a year
11:28With the most frequent reason for these jaunts being holidays
11:33That's the last time you flew
11:34No, last time we went to Paris
11:37For my mother's day
11:38I wonder what catching a taxi is like over there
11:41Taxis in Cairo
11:44We really should have thought about this before our holiday really
11:46When we get together, go see your fiancé
11:49Yeah
11:50If he's there
11:51You should be at the airport
11:52Yeah
11:56I think that London excelled my expectations
11:59I thought it was going to be different, but I really like it
12:02I told you
12:03Oh, that's changed again
12:04Look, the 20s now, it's 21.35
12:07Who has arrived
12:10Yeah
12:10At Heathrow still
12:11When you're not hanging around waiting to board your flight
12:16You could be experiencing some of Heathrow's world-class customer service
12:21Thanks in no small part to some good old-fashioned British manners
12:25Thank you, have a lovely flight
12:30Minding their P's and Q's are 76,000 employees
12:35Particularly those on the front line of politely helping passengers
12:39All right then, do you want to come with me? We'll get you fast-tracked
12:41There are many roles at the airport flying the flag for Heathrow
12:45But none more so than those who wear purple known as the ambassadors
12:50So if you go to the B gate
12:52And you want lounge B1
12:53Up to 400 ambassadors are stationed across the airport
12:58There to assist with a variety of passenger queries
13:01And today in Terminal 4 rookie recruit Marcus is getting acquainted with his new role
13:07Hi, how are you doing ma'am?
13:10Fine, thank you
13:11And you?
13:12Nothing to complain, go with the flow
13:15Although born in Mumbai, Marcus lived in Kuwait for over 33 years
13:19And moved to the UK five months ago so his children could get a British education
13:24I've come from the land of camels
13:26I was in Kuwait, I was working as a health and safety environment officer
13:31And also doing DJing around, playing music for, catering music for different types of people
13:36Over there
13:38When in DJ mode, Marcus goes by the name human encounter
13:43Due to his passion for human encounters
13:46My name is Marcus, so I encounter people, so same like here
13:52Here also I encounter people on the floor
13:54But the difference is here it's without music
13:56It's all with emotions
13:58People with different problems, stress
14:00Some come on happy note, some with sad
14:03My idea over here is to work and make them comfortable, they go without stress
14:09To ensure standards don't slip
14:11Everyone needs a hero, I am mine
14:15And that's true
14:17Ambassadors, even heroic ones, are required to attend training sessions on customer service etiquette
14:23And today ambassador training manager Arlette is getting ready for class
14:32So the qualities that you need to be an ambassador
14:35First of all you need to like people
14:37You need to want to help them
14:39You need to be caring
14:40So it's having the right attitude
14:42So some really special people for that job
14:46It's not anybody can do it
14:49Luckily for Arlette, there is someone special who thinks he can do it
14:53Marcus, hello, I'm Arlette, I'm the trainer
15:08I'm Marcus
15:09Hello
15:10So I have lots to learn from you
15:11Yeah
15:11It will be a pleasure to learn from you
15:12I think it will be the other way round
15:13No, no, like
15:15You know
15:15The person who speaks
15:17They say the person who is quiet is more wiser than the person who speaks
15:21Well, we'll see, hopefully
15:23Guys, if you want to come take a seat, that would be fabulous
15:26What I want to do is carry out a role play
15:29Bringing together all the different questions that we're asked from our passengers
15:35How are we going to answer that?
15:36So you can really let your hair down and be as creative as you like with this
15:44So what do you need? What are you looking for?
15:46Something to hold like, you know, I look really like a passenger
15:50Something and, you know, ah, there's a bag, something
15:55He's really into his role play
15:58Heathrow adheres to a strict timetable and even the smallest problems can knock it off course
16:04Oh look, it's got one of my bags, as long as I can get that back
16:08And role play allows the ambassadors to pull on their thesp vests and troubleshoot some common customer service problems
16:15Action!
16:17Why don't you always get things organized?
16:21It's all because of you, you're late!
16:22You call the cab late, so we call the cab late
16:24Okay, let's find out, let's find out the check-in
16:25Wait, good morning, everything is okay?
16:27Is there anything I can help you with?
16:29I think we're running late, you know, our flight is okay?
16:30Can I see you?
16:31Can you do something faster?
16:32Can you just tell us where to go?
16:35Okay, you've got an hour and a half left to your flight
16:37Do you need to check in?
16:39Are you, do you have anything else?
16:40Also, do you have to do any VAT or something?
16:42Because we don't know what to do
16:43Okay, yeah, that's fine
16:45And also I need to eat and because of her I couldn't eat
16:48I'll come on
16:49So I'm going to take you to the check-in
16:50Obviously it's quite busy morning, but I'll try to take you to the front of the queue
16:54Please come forward with me
16:56One in ten people in the UK finds the whole flying experience stressful
17:01So an important part of being an ambassador is the art of keeping passengers calm
17:06Is there any chance that you can just help them and check in, please?
17:10Of course, of course, we can help them
17:12Thank you so much
17:13We've got time, just arrange yourself, I will help you
17:15Your gate is B-33, so you should take a train
17:19It will take only six million
17:20Thank you very much, officer, for helping us, it's been a great help
17:24Thank you
17:25Thank you passengers for your waiting
17:26Now you can just follow me
17:28Apologize, apologies
17:29Enjoy your holiday, thank you
17:34Well done, give yourselves a round of applause
17:36And I think for your efforts, I've got a cup for you to take back with you
17:42Shall we come out?
17:43Yes, each
17:44Well done, raise your cup up in the air
17:47Yes
17:48First I say
17:49Thank you
17:49Thank you
17:50Well done
17:50Well done
17:51Well done
17:52Well done
17:52Well done
17:53Well done
17:54It may not have been a BAFTA winning performance, but Marcus is still walking away with a trophy
18:00And hopes he can go on to win more awards in the terminals
18:03I'm so excited, especially to show my kids, you know, they always bring big trophies, at least I got a small one
18:12This will help me to grow and put me in practical day-to-day work lifestyle
18:18Ambassadorial diplomacy is also encouraged over in immigration, the front line of Britain's border
18:39And back in terminal two, a nursing student from India has arrived in the UK with nowhere to live
18:45Okay, and where's that? Where's that?
18:49And having thoroughly investigated Kinjal's circumstances, Border Force Tracey is now making one last call to the university
18:57Okay, thanks very much
18:58To ensure no stone is left unturned
19:02Okay, I've had a look at everything and I've spoken to the BPP, your university
19:07They've verified all your documentation, okay
19:10They don't arrange accommodation for you, but they will give you some bed and breakfast
19:15Do you understand what I'm saying?
19:16Yes
19:16You do, okay
19:19I'm going to land you, all right
19:21Okay, that's a number
19:23If you have any problems at all, okay with any of it
19:27Okay, and I'm happy now that you're understanding everything that's happening
19:31All right, okay, do you want to take all of that for me?
19:34Okay, and put it away and we'll go and get your passport stamped up, all right
19:38We did a lot of checks on the background of her studies, checked with the university
19:43And the university were happy for her to study
19:46Do you know how you're getting into London?
19:49There's an underground train that you can catch, yes?
19:52Yes, I know
19:53Yes, I know
19:54Yeah, okay
19:55I'm very excited to see London
19:56Okay, you're excited to see it?
19:59It's not that exciting, I promise you
20:00Obviously, she was very nervous, she's probably never left India, you know, it must be scary
20:08Good luck
20:08All right, go through the picture
20:13So you have to check everything
20:15You check everything thoroughly, thoroughly and a little bit more
20:18And a little bit more extra, you know, just to make sure that she's okay
20:21Finally
20:24I'm feeling so good
20:27This is the last step of my journey
20:31Kinjal can now get on with her new life in London as a nursing student
20:36Hopefully with no more bumps in the road
20:51Pledge of Allegiance
20:53It comes so nice, it looks like a youth
20:55Aình
21:01Yet
21:03It comes so good
21:05With that
21:07Hello
21:10It comes so good
21:13It comes so good
21:18And it comes so good
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