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00:00This is a high-stress situation now.
00:02Have Toronto Pearson Airport skating on thin ice?
00:06Opening the doors? Is it frozen?
00:09We have an intoxicated passenger, so we're in pursuit.
00:14As the airport pulls out all the stops...
00:17It may be a bit of a challenge, but we always find a way to make it work.
00:21...to keep the show on the road.
00:23Oh, boy. What a day.
00:26This is Canada's biggest gateway to the world.
00:29An elite force of 50,000 working non-stop.
00:33A lot of departments that sit here are like marionette puppeteers
00:37and make sure that everything happens.
00:39Keeping flights across six continents moving,
00:42while battling the elements...
00:44That's what we get paid for, to do the impossible.
00:47...and facing the unexpected.
00:50There's a medical going on right now on an aircraft.
00:52And they're doing it around the clock
00:54to keep Toronto International on track.
00:59Air Canada 855, exit Delta 8, cross.
01:13Operating an airport in one of the coldest countries in the world
01:19comes with its own unique challenges.
01:23Every day, Toronto Pearson transports almost 130,000 passengers around the globe.
01:31And with winter lasting up to five months,
01:33they can't afford to let the sub-zero temperatures slow them down.
01:37We're gonna go 5,500 liters of Type 1, and 1,800 liters of Type 4.
01:49At the first sign of frost in late September, the airport unleashes its secret weapon.
01:55Canada 688 PAC Control, hello, taxi Echo, staging bay 2 north.
02:00The central de-icing facility, or CDF, is based to the south of the airport.
02:05Spanning an area the size of 160 ice hockey rinks,
02:09it's the largest de-icing facility in the world.
02:12With its own control tower and underground supply and collection system,
02:24it can remove snow and ice from up to 12 planes at a time.
02:30You are clear to start, Type 1, wings in 2.
02:34For center, you are clear to start, Type 1.
02:36So there it is, for center, clear to start, and there we go.
02:43We remove all the contamination, ice, snow, and that type of thing
02:47to make sure that the plane departs safely.
02:50If you have ice on the plane, it will struggle to get in the air,
02:53and it's fundamental to flight for sure.
02:56As well as disrupting the plane's aerodynamics, seriously affecting lift,
03:03unremoved ice can break up during a flight and fall into the engine,
03:08causing critical damage.
03:10So, a few hundred gallons of de-icing fluid are crucial
03:13to protect against the elements and potential accidents.
03:17Each aircraft definitely has its own challenges.
03:20On these wide-body aircrafts, we do two stops
03:24because the wing is so long and it's so large.
03:28So we'll do as far as we can reach here,
03:31and we'll have to move forward to reach the rest.
03:37On a quiet day, I might do two or three aircrafts,
03:39but on a busy day, I've done as many as, I think, 32.
03:43We've had all-day snow events where it's busy all day.
03:49It really depends.
03:52On the ramp, or apron, where aircraft park to load and unload,
03:56today's 19-degree Fahrenheit temperatures
03:58are creating more complications.
04:02Not working.
04:04Okay.
04:06Okay, we can do it with water.
04:08It's already, he tried doing it already, it already froze.
04:10It's already in water?
04:11Yeah.
04:12The ramp team are refilling the drinking water on a small jet,
04:15due in service shortly.
04:17But the water pipe has frozen stuck to the plane,
04:20and the cold-weather team have been called in to help.
04:23It won't break if it's stuck on.
04:25Sometimes if I keep my hand here, I'll, uh...
04:30The airport employs around 160 additional staff
04:35during the winter months to deal with cold-weather problems.
04:38Sometimes there's two options.
04:39You can get a warm water bottle,
04:42with a water bottle, a sprayer with hot water,
04:45and spray it, and it'll normally come off.
04:47But, because of the temperature outside,
04:49when you're spraying it, it's just gonna freeze.
04:51So, I'm just keeping my hand here,
04:54because sometimes, with the heatness of my hand,
04:56it'll actually come off.
04:58Maybe just steal a heater from another gate.
05:00The cold-weather team also looks after more than 50 portable heaters
05:04that are a vital piece of equipment on days when temperatures plummet.
05:09These flameless diesel-powered heaters
05:11are used to pump warm air into aircraft
05:14or melt ice in extreme conditions.
05:17Carlo, that's not even on.
05:20It won't turn on.
05:22But today, even the heater has decided it's just too cold.
05:27Does it work?
05:29Okay.
05:30Put it back off.
05:31We'll take it off.
05:32We'll get in another one.
05:34Temperatures this evening are forecast to drop even further,
05:43with a snowstorm on the way.
05:46In the central de-icing facility,
05:50shift manager Steve is making sure the de-icing fluid is ready
05:54for the wintry battle to come.
05:56These are our fresh glycol tanks.
05:58We have four in total.
05:59Each of them are 100,000 litres.
06:01And this is the pure concentrate that we get.
06:04And then we blend it based on the temperature outside.
06:08Diluted glycol is sometimes used as windshield washer fluid in cars.
06:13Just for context, for windshield washer fluid,
06:16you would typically grab a one or a four-litre jug.
06:19Again, we have 400,000 litres of the pure concentrate.
06:23It goes through our facility, which is called the blender house.
06:26And the blenders then mix the water with the pure concentrate
06:29and it brings us out to the percentage of glycol that we're looking for.
06:32And then we have underground piping network
06:36that then feeds the pads, so the six pads.
06:39It's not a small operation.
06:41It takes literally a small city of people to make this come together.
06:46The airport uses two types of glycol to prepare the planes for takeoff.
06:50Type 1 and Type 4.
06:53Type 1 is heated to upwards of 75 degrees Celsius
06:57and that's used to clean the snow and the ice off the aircraft.
06:59So it basically gives us the clean surfaces.
07:01And then within three minutes of that time,
07:04we want to be able to make sure that we've already started applying the Type 4.
07:07Type 4 is a green glycol gel that protects the plane from ice buildup en route to the runway.
07:15It's what they call a holdover.
07:16So basically that if we just clean the plane with the Type 1 and it's heated
07:20and it was actively snowing, by the time he gets to the furthest runway,
07:24then because of the colder temperature,
07:26then that fluid could essentially fail if he's on the ground for too long.
07:29So that Type 4 during active precipitation gives us a much bigger window.
07:34Right now, planes are being sprayed with Type 1 only.
07:38When the snowstorm hits, Steve and the team will roll out the Type 4.
07:42It's pretty critical that we get it right
07:44because if we know that Mother Nature, who has a great sense of humour,
07:47she can bring a cold spell or a really good winter storm
07:50and we have to be prepared for that.
07:52Everything's frozen.
08:02So frozen, frozen.
08:05These heaters have been in the cold the whole night
08:08and they're not running, they're no starts.
08:10On the apron, the cold weather team are on the hunt for a new heater.
08:14We'll take this.
08:15We'll put it up to the air.
08:16Yeah, we'll take this.
08:17But even the working heater is fighting a losing battle against the biting cold.
08:26The flight is in danger of falling behind schedule,
08:35so the team attempt a two-pronged attack, hot water and hot air.
08:40Oh, you'll pull it out.
08:49And finally yield a result.
08:51I got it off.
08:52All around the airport, teams are adopting winter protocols,
08:57adapting their routines for the cold weather.
09:00Just sign out and then I'll take over.
09:05Fantastic.
09:07In stock, Air Canada Station Operations Control,
09:16Divine DiClero and her team are starting the second shift.
09:20All right, good afternoon team.
09:22You got myself, Shelly and Remy with you all this afternoon.
09:27The forecast snow that's already beginning to fall
09:30will mean changes to their planned schedule.
09:33So tonight we're expecting a big snowstorm.
09:38Actually, it started right now.
09:40It's definitely going to make our operation a little bit harder.
09:44We've already pre-cancelled 45 arrivals and 45 departures
09:49just to kind of decrease any aircraft movements.
09:53Yeah, it's going to be a long night.
09:56Airlines try to thin out operations to minimize the impact of extreme weather.
10:0342 is secure, that's ramped. They're doing okay right now.
10:05Okay, fantastic.
10:06But tonight, there are three flights Air Canada is determined to keep on schedule.
10:11We have Mumbai 46, Delhi 42 as well as 56 to Dubai.
10:17So those three flights are critical flights for the evening
10:21and we'll be focusing on them, making sure that we get them out of here on time.
10:26Focus flights are often routes with a high volume of connections or flights
10:30that must arrive within a set time at the destination or risk losing their slot.
10:34And it's Devine's job to ensure they take off promptly.
10:38I look at the cameras and the visibility is definitely decreasing.
10:42There's going to be a lot of communication with our staff outside,
10:46ensuring that they're going to be our eyes on the ground for the day.
10:55It's a snowy event, a snowy weather day we can no longer see across the corridor.
11:01Out on the apron, the snowstorm is taking hold
11:05and operations manager Steve Bonomo is on the front line.
11:09It's going to be a zoo out here soon.
11:11We're going to have gates being cleaned by the airport GTAA.
11:17They will have their hands full today.
11:20The roads are going to be slippery, so things will be slower than normal.
11:24The Greater Toronto Airport Authority, or GTAA,
11:28will keep the runways and corridors clear of snow.
11:31But the team will need to allow additional time to get the planes through de-icing.
11:36There will be a whole bunch of focus flights in a short amount of time going out.
11:41There could be some possible weather delays, I would assume by then.
11:44As you can see, the snow is coming down pretty heavily now.
11:47And we still have a handful of hours before we get there.
11:51Steve will be working with Devine and the stock team to keep the priority flights on schedule
11:56in conditions that are only going to get worse.
12:00In Terminal 1, passengers are braving the ice and snow to check in for the first of the evening's priority flights.
12:17Air Canada Flight 042 to Delhi.
12:20I'll give you a hand.
12:23Every piece of luggage that's checked into Toronto Pearson Airport joins an 18-and-a-half-mile conveyor belt system
12:30that transports it to its destination.
12:32So this is the heart of baggage.
12:35If you need any information regarding the system, this is where you get it.
12:40On these screens here, you have the entire baggage system, both Terminal 1 and Terminal 3.
12:49You see the inbound on-time percentage is at 64%.
12:52It's a snow day, so it takes a little bit longer to get equipment around the apron.
12:56So there is going to be a delay.
12:58And then we have the outbound, which we're at 99%, which is really good.
13:03In icy weather, there are speed restrictions in place on the ramp, which can slow things down.
13:09But it doesn't stop over 80,000 pieces of luggage making their way through the state-of-the-art baggage system every day.
13:16This is an automatic tag reader.
13:20These basically capture a picture of your tag and tell the bag where to go.
13:26So, for example, if a bag's going to Japan and there's a bag tag that says Japan on it,
13:33it'll scan that tag and then push it to the baggage lateral for an outbound flight to Japan.
13:43There they come.
13:44The bags are sorted by flight and sent to a lateral or side conveyor belt, where they are manually packed into metal containers,
13:51which will be loaded into the body of the plane.
13:53When passenger travels, they don't really realize that there is a lot of manual work involved in taking care of their bags.
14:02For his first flight, he's going to load approximately 260 bags.
14:08And for the next flight, it's going to be similar, about 300.
14:12Each flight has individual containers for direct luggage, connections, and priority customers.
14:18Everybody has their own containers to look after.
14:22So, if they try to load local bags in a connection container, the system is not going to allow.
14:28When they scan it, it's going to give an error that you should not be putting this bag in this container.
14:33Each container can hold around 40 bags, and the team is trained in fast and efficient packing.
14:39Now, all the labels should be out.
14:41Since it has tags number, this is associated with the passenger name here,
14:46which we can retrieve if any passenger, we don't want to travel in this flight anymore due to any reason.
14:51This is how we identify which bag we are going to take it out.
14:56With an average of 25 flights taking off per hour, the baggage team work around the clock.
15:03Our job is to make sure all of the containers goes out from the bag room 45 minutes before departure.
15:10All the bags has to be at the gate.
15:16Good evening.
15:17This is Matt from Air Canada Calling.
15:18Looking to get some snow removed over around gate 175.
15:33In stock, Devine's got her eye on the first of the focus flights, travelling to Delhi.
15:38Perfect.
15:39Thank you very much.
15:40Bye-bye.
15:41So I just gave the GTAA information to get some snow clearance in and around the area,
15:48just to give the team traction to get the aircraft loaded.
15:51To keep the flights on schedule, Devine liaises with key teams around the airport, including the snow removal team.
16:02So we got our ramp team there now.
16:07But loading seems to have stalled.
16:09Copy.
16:10Are they having issues with the opening the doors?
16:14C1 is not opening?
16:17Okay.
16:18Well, there's the first problem for today.
16:19The main C1 cargo door for loading the Boeing 777 is stuck shut.
16:28Is it frozen?
16:29Okay.
16:30So it's frozen.
16:31Okay.
16:32Um, call, I'll call DICE.
16:35We're currently on a standstill for now on loading the aircraft.
16:40Our flight is supposed to departing at 19.30, so we have about 45 minutes to get the flight, um, out of here.
16:50Just a few hours into Devine's night shift, and the freezing weather is already causing a delay to one of the priority flights.
16:57Oh, boy.
16:59And they sure it's frozen, right?
17:01If it is frozen, then they're gonna have to bring the Herman Nelson.
17:05The icy weather appears to have frozen the Delhi flight's cargo door shut.
17:10We just called cold weather for a Herman Nelson because 42, um, we can't open the door.
17:15It's either frozen or there's a maintenance issue.
17:18You'd think it's a person, Herman Nelson, um, but, uh, it's actually a machine.
17:23It's a heater that we use to throw out anything, uh, that is frozen on the aircraft.
17:30On a wintry night like this, the heaters are in high demand.
17:33So Steve's been tasked to find one.
17:36They gotta be, they are, gotta be all somewhere else other than here.
17:40So we gotta look, uh, I'm gonna start looking now.
17:44If they can't open the door, they can't load the luggage and cargo, which means the plane can't take off.
17:51Um, okay, so we'll get me in to take a look at it.
17:53Maybe it's not frozen.
17:55Maybe it, there is something, an issue with it.
17:58Devine's called in reinforcements.
18:01Uh, right now we've called maintenance to assist us in trying to get the, um, uh, door open.
18:06Um, it does get a little bit stressful because it's like the time is ticking.
18:11You know, you have that only allotment of time to be able to get that flight out of here.
18:16A delayed departure can cost airlines hundreds of dollars a minute.
18:23Is it moving?
18:25No.
18:26And with no sign of the heater, all hopes are pinned on opening the door mechanically, using a power drill to manually turn the latch.
18:39Oh, I see it opening.
18:42Oh, yay, it's opening.
18:46We have sorted out our issue with the cargo holes.
18:49We were able to open it.
18:50Uh, so our team is now underway on, uh, loading, uh, the aircraft.
18:54Uh, so we got about, um, 27 minutes until our scheduled departure time right now.
19:00So far so good.
19:02Thanks to the fast work of maintenance and the ramp team, Devine's focus flight to Delhi is still on schedule.
19:09Just.
19:10Prior to, uh, working up here in, uh, stock, I've actually had, uh, some experience out on the ramp.
19:15I worked as a station attendant.
19:17Um, I've, uh, gone through, um, multiple winter storms as well.
19:21It is a pretty tough job.
19:23It's a lot of physical work.
19:25I really do feel for them.
19:26And, you know, just looking out there right now, and it's, uh, definitely, uh, coming down.
19:32And I know it's not gonna get any easier, um, as the, uh, day progresses as well.
19:41Outside, the snow is hitting the local news headlines.
19:44Yeah, so we're live right now at the central de-icing facility where, uh, you can see behind me, we've had over 115 aircraft today.
19:51Coming through this facility.
19:52So if you've flown out of Pearson today, you've definitely come through this facility.
19:56In de-icing mission control, known as the ice house, the night team are keeping the wheels turning on this mammoth 24-7 operation.
20:05So, uh, the snow has picked up.
20:07It's gotten heavier.
20:09And that'll make the sprays, uh, longer now because there's a lot more contamination on the aircraft.
20:14So that will slow down the de-icing process.
20:18For a larger aircraft, a wide body, it's taking them anywhere from 20 to 25 minutes to de-ice.
20:23Spraying time has almost doubled since the snow started falling, with aircraft now needing both Type 1 and Type 4 glycol.
20:31And keep the operation running sometimes may be a bit of a challenge, but we always find a way to make it work.
20:41The increasing snowfall is inevitably creating delays, as aircraft have to allow longer to be de-iced before takeoff.
20:48We haven't seen something like this in a couple of years now.
20:51I can already see we're slipping here.
20:53Stuff is not quite leaving on time.
20:54So now we're currently, um, sliding quite a bit actually.
20:58So a night that was supposed to end at roughly one o'clock will probably go on until three, four in the morning.
21:03There is six, uh, de-icing pads that are open, and so far all six are being used.
21:13In stock, Devine has a live feed from de-icing that allows her to keep track of her flights.
21:19I'm gonna be the weather girl now.
21:21I'm just joking.
21:22Um, so just looking here, this is our, the ice pads.
21:25Um, so you can see there are a few, uh, aircrafts in there right now, and there's a few more that's about to go in.
21:30Uh, so as soon as 42 does push back, they'll make their way over into that, the icing bay, uh, get, um, sprayed, and then, uh, ready for takeoff.
21:39The Delhi flight is on track for its scheduled departure, so Devine can turn her attention to the second focus flight of the evening.
21:45Air Canada 046 to Mumbai, which is just finishing boarding.
21:51Flight is now closed, so boarding is completed, everyone is on board.
21:55Um, it looks like we're just waiting for our ground crew to finish up on the loading, so hopefully we can actually get them out of here by 1950.
22:10Oh, that's not good.
22:11Um, there's 46 passengers, unruly?
22:15Yes.
22:16And I've told Donna, if anything, we begin the sequence.
22:21Okay.
22:22We have a passenger on board who is not, um, complying with our in-flight team, uh, so right now they're trying to see if we, if we, if the passenger is gonna stay on board or we'll have to remove the passenger.
22:35If the crew can't resolve the issue, the Mumbai flight will be held whilst they remove the passenger and her luggage, a potentially costly delay.
22:43Okay.
22:44Oh, she's, oh wow, she's causing quite a disturbance on board.
22:54The focus flight to Mumbai has hit turbulence, and it's not even taken off yet.
22:58Okay, what, do we have the seat number?
23:00I don't have a seat number, but I did send Donna down there to speak to her.
23:04Okay.
23:05Because she was refusing to take out the CPAP machine.
23:08Oh, she's using her own CPAP machine?
23:10Yes.
23:12The disruptive passenger was trying to take a CPAP machine onto the aircraft, a machine used to treat sleep apnea.
23:19Though they can be taken as a carry-on, they must be pre-approved by Air Canada's Accessibility Desk to confirm it meets federal aviation standards.
23:29There are certain types of CPAP machines that could not be used on board.
23:33And when a passenger was asked to remove their CPAP machines for takeoff, they refused and became irate.
23:40So, unfortunately at this point, now they're going to have to assess and see if the passenger is being removed off the flight.
23:48For now, the flight to Mumbai is going nowhere.
23:51In better news, the first focus flight of the night headed to Delhi is now fully loaded and is ready to push back from the gate.
24:08But there's an urgent call from the flight deck.
24:11Sorry.
24:12Yes.
24:13F.A. got hurt.
24:14We don't know how.
24:15They're calling for EMS.
24:16She's not responding?
24:17Yeah.
24:18Okay.
24:19Emergency services have been called for an injured flight attendant on the Delhi flight.
24:24It's just not Devine's night.
24:26Uh, hey.
24:27Just want to give you a heads up.
24:28At 042, we had an F.A. who got hurt and not responding.
24:33So, EMS has been dispatched.
24:35It is fully boarded.
24:37The bridge was already off.
24:39So, now we're just waiting for EMS to get to the gate.
24:42We're not sure how she got hurt.
24:44The Mumbai and Delhi flights are both on hold.
24:46Indefinitely.
24:47Yeah.
24:48So, the snow is under control.
24:49It's pretty much everything else.
24:50So, right now, 42 to Delhi, the bridge is going back on.
24:55So, we're just waiting for first responders to get to the gate to get more information.
25:00046 Mumbai, we have a passenger who is unruly, which we're just waiting to see if we do require
25:09to remove the passenger.
25:11No.
25:12We're just waiting for that decision now.
25:14Oh, boy.
25:16And Tanisha, is it a definite pull or a customer that just hasn't made it to the gate yet?
25:24It's a definite pull.
25:26Copy that.
25:28On the apron, Steve's been given the go-ahead to start the sequence to offload the bags
25:33for the problematic passenger on the Mumbai flight.
25:35Check your PDA, sir.
25:36Sequence 146.
25:37The flight to Mumbai carries almost 300 passengers with 14 containers or cans of luggage in the
25:49hold.
25:50So, we found the cans, so we're looking for the cheapest bags for the passengers that
25:54may not be travelling.
25:57It actually tells them on the PDA what bag was loaded.
26:02So, if there's 40 bags in here, it'll say 14 of 35, 15 of 35.
26:07So, you know roughly where they'd be loaded because they build back to front.
26:13They build up in the back and then stacked in the front.
26:17Although the tank system tells the ramp team exactly where to look for the unruly passenger's
26:22luggage, it can still take valuable time if they have to unload every bag.
26:27If we are delayed, the aircraft is delayed due to this situation.
26:31Unfortunately, we can't penalize customers for making the plane go delayed.
26:36There's a lot of experienced people that work on this flight.
26:39So, chances are, not only will we be able to pull these bags, but we'll probably still
26:44be able to get it out on time because we're used to this process.
26:49Luggage located, Steve also needs to respond to the Delhi flight attendant emergency.
26:59Let's see.
27:00So, a bag fell out of the compartment above and hit her and she fell on the ground.
27:05Not something you hear about every day and very unfortunate.
27:09Toronto Pearson International has a dedicated emergency response team who are already at the gate.
27:15Fire and EMS are here. She will not be flying with us tonight.
27:22The fire department has double checked her, has handed it over to EMS.
27:27The plane will be held for another flight attendant to replace her.
27:32And it's not any regular flight attendant either. They are language trained.
27:38As well as English and French, Air Canada flight attendants often have training in a destination country's language.
27:45This is a flight going to Delhi. So, they can't just have any English speaking flight attendant.
27:51We need someone that has translation or to speak with the people on board.
27:55Yeah, hopefully we can still get the flight on time with the replacement flight attendant.
27:58If not, we will have to wait.
28:00So, for the flights that are cancelled, people who are not from Toronto, is Canada going to give a hotel?
28:10The only flight I have room for right now is at 930.
28:13I can put you on standby for that one, so just wait for that one.
28:16Inside the terminal, the snow is playing havoc with travellers' plans.
28:22Oh, it looks like 046 Mumbai's bridge is off.
28:27But in stock, Devine's had the first good news of the night.
28:31The Mumbai flight, minus the irate passenger and her baggage, is finally ready to depart.
28:39Now, as soon as they push back, they can make their way over to the icing.
28:42And looking at the CDF, there is a few open, so we'll have a clear path for them to get in.
28:49Taxiing the 280-ton Dreamliner to de-icing in conditions like these is a mammoth undertaking.
29:02But the airport's team of snowplows have been busy carving a route to ensure she makes it safely.
29:08On a normal day with no de-icing, aircraft would just go to the runway and take off.
29:19But unfortunately, with the amount of snow that we're getting today, we're required to de-ice the aircraft.
29:27Adding precious minutes to the schedule.
29:30The ice does take a lot of time, especially, depending on the snow build-up as well on the aircraft.
29:37So we've got the Mumbai flight coming in right now, Air Canada 4-6.
29:47It is a wide-body. It's a Boeing 787. It's a 900 series.
29:52They have started the first step with Type 1 fluid.
29:57So that is the de-icing fluid that will take off all the ice, snow and anything that's on the wings.
30:05And then once they start the second step, we call that the anti-icing.
30:10It's green fluid that goes on and it prevents ice, snow or frost from rebuilding onto the aircraft
30:17to give them enough time to get to the runway and take off safely.
30:20The Type 4 green glycol should give the aircraft an extra amount of time known as a hold-over window
30:26to prevent ice build-up as they head to the runway.
30:29But the current snowfall is off the charts.
30:33So right now we're having a few aircraft, if they don't take off in that amount of time,
30:37they're having to come back and get re-sprayed again with Type 1 and 4-0.
30:41And now the Mumbai flight has finished de-icing and it's on its way out heading to the runway for departure.
30:47The Dreamliner will have to make the three-mile journey to runway 5 with no hold-ups before the melted ice refreezes.
30:57This is a high-stress situation now.
31:03Toronto Pearson Airport is dealing with some of their heaviest snow in years.
31:22Despite the extreme weather, the focus flight to Mumbai has managed to stay ice-free and is airborne.
31:29046 Mumbai, good news has taken off. It's now on the air.
31:40So now passengers are on their way. They are eight minutes early under scheduled departure time.
31:47One down, two to go.
31:49042 Delhi, unfortunately not ready to go as of yet.
31:53We got, that was the one with the injured flight attendant.
31:57The flight attendant is off the aircraft.
32:00Our crew scheduling is working to get a replacement flight attendant.
32:04So we are now officially delayed 30 minutes after scheduled departure.
32:15Oh, we have a new flight attendant.
32:18Fort Delhi.
32:1942, F.A. is on board.
32:21Yeah, F.A. is on board.
32:22So that's great news.
32:23They found a flight attendant available with Hindi translation.
32:29Bridge off.
32:30Okay, the bridge is off.
32:31I've got ten minutes on hand.
32:32It's 42, the bridge is off now too?
32:33Great.
32:34Fantastic.
32:35It's another win for the team.
32:39Good benefits to having lots of, uh, lots of spoken languages here in Canada.
32:45With the new flight attendant on board, the Delhi flight is now ready to push back from the terminal.
32:52Almost there, almost there.
32:54So far right now, a lot of our, uh, hiccups or issues that we're getting is, um, non-weather related, which is, uh, a little bit surprising.
33:07Every day is a different day and you never know what really is gonna happen.
33:11Another focus flight headed to the runway is cause for celebration.
33:21Thanks, buddy.
33:22Now that being said, you get a cough.
33:23All right.
33:24I'll see you in a bit.
33:25All right, don't work too hard.
33:26I'll try.
33:27All right.
33:28All right.
33:29In this weather, we get lots of, uh, curve balls, uh, in regards to, uh, all flights, not just the focus flights.
33:35And, uh, but when we work together as a team and, uh, try and pull it together, uh, sometimes special things happen and we still might make time.
33:44So, we, uh, got our fingers crossed here.
33:48The Delhi flight Air Canada 42 has, uh, now left deicing and it's, uh, on its way to the runway.
33:55It's a divine miracle.
33:57Flight 042 to Delhi has finally taken off, just 23 minutes late.
34:04There it is.
34:06Taken off.
34:07There is 42 Delhi.
34:09And you can only see the lights blinking and that is it.
34:14And you're off.
34:16Yes.
34:17Perfect.
34:20Two of the focus flights are in the air, but Divine's night isn't over yet.
34:26Just an update on our last focus, uh, critical flight, which is Dubai 056.
34:30The bridge is off.
34:31Uh, it looks like we're just waiting for pushback.
34:36So, about 24 minutes early from scheduled departure.
34:40So, which is a good thing.
34:41So, this one, actually, never mind.
34:44I'm not going to say it yet until it actually takes off.
34:48I don't want to jinx it yet.
34:51Because anything can still happen, uh, while it's still on the ground.
34:54Peel on the way.
34:55He's pushing all doors, 78.
34:56Divine was right to be cautious.
34:57Okay, so, um...
34:58Okay.
34:59We have a passenger who pulled the fire alarm.
35:03Um...
35:04Is he outside?
35:05They said that he's outside.
35:06Okay, so they're trying to locate him right now?
35:08Yeah.
35:09Do we have anybody on the ramp?
35:10Do you want me to just make an all call?
35:11Um...
35:12Give me one second.
35:13Hey, are you outside right now?
35:14Okay, we're looking for a passenger who just made his way over on the ramp.
35:18A passenger has managed to get out of the emergency exit in the terminal into a highly restricted area.
35:25Hotel 2 Alpha on the ramp, correct?
35:41Uh...
35:46Uh, we're sending everyone over to your location?
35:47We're sending everyone over to your location.
35:49The airport's operations control center have been alerted to the passenger who pulled the fire alarm and pushed open the emergency door.
35:57Anything that happens around the airport comes through here and we dispatch accordingly.
36:01I will be able to call Peel Police, let them know about this as well.
36:05Peel Regional Police are the municipal force with a division based at Toronto Pearson.
36:10They need to locate the civilian urgently.
36:13The airport apron is an extremely hazardous place to be.
36:17Especially in a blizzard.
36:19With the visibility out there, if he's not wearing a vest, he could get struck by any of the vehicles out there.
36:25Unauthorized access to the apron is also a serious security breach, which could result in planes being held at their gates until the civilian can be located.
36:35So right now, we're going to get all our managers out there to look for the passenger.
36:42Oh boy.
36:42Another day at the office.
36:53On the apron, Steve's joined the search for the trespasser.
36:56So we're in pursuit.
37:04Supposedly we have an intoxicated passenger that pulled the fire alarm and hit the emergency door.
37:10Um, there's mostly he's on the ground, on the ramp.
37:13We don't know.
37:14Uh, we're going to find out.
37:15Hey, Maria.
37:20Hi.
37:21Do we have eyes on this guy?
37:23Uh, I'm trying to put the camera on the arm.
37:26Okay.
37:26So apparently, he went outside.
37:28Okay, he's out.
37:29So we know he's outside.
37:30The outside temperature is well below freezing, and snowfall is over seven inches, with next to no visibility.
37:39It happens once in a blue moon, um, but usually it happens on a sunny day, and they don't realize they're actually going outside and they're not allowed outside.
37:47Um, but at this point, passenger is intoxicated.
37:49We are not sure, uh, where the passenger is.
37:52Airport security and Peel police are also on the lookout for the trespasser.
37:59I have heard of, uh, maybe two passengers that have made it down to the ground, and, uh, every time it's been due to, you know, intoxication of some sort.
38:13I do see, uh, GGA vehicles around here, and I don't know possibly where he could be.
38:18So, we're going to take a look.
38:20It's, uh, hard to see.
38:22A rogue passenger is the last thing the team needs on an already overstretched night, with critical flights waiting to take off.
38:31And we have GGA, uh, officers here.
38:37Oh, okay, good.
38:38We got him?
38:40We got him?
38:41Okay, so stand down.
38:43Um, the passenger has been located, and he's now being escorted back up, uh, inside the terminal.
38:48Uh, Cassidy is right there.
38:50Is he upstairs now?
38:51Is he upstairs now?
38:52Is he upstairs right there?
38:53Because customs is also in there?
38:54Yeah.
38:55All right.
38:56Uh, they're obviously waiting for most likely Peel police.
38:58Peel police.
38:59Did we get him?
39:00We got him?
39:01Okay.
39:02Bill, we have him.
39:03Dock skating passenger, uh, has been picked up by the airport authority.
39:08Improper use of the emergency exit to access the ramp may be unlawful.
39:13Uh, the airport is considered federal property.
39:15Uh, there probably most likely will be charges laid, uh, against this, uh, passenger.
39:21This is not the day I'd want to be, uh, dealing with this.
39:25Excitement.
39:26We only do excitement here at the airport.
39:27This is not on my list of what I thought would happen on during the snows day.
39:35Oh, boy.
39:37What a day.
39:38Yeah, I see the cockpit door is still open.
39:39Crew's ready.
39:40Just waiting for the thumbs up and, uh, it's our last flight of the night.
39:53Well, that's, uh, turned out a lot better than expected.
39:56I figured we'd be here all night long.
39:59The final focus flight to Dubai is ready to push back from the terminal.
40:03We just need a thumbs up from the, uh, in-flight and, uh, it looks like we are blinking.
40:09308, uh, ground is a, uh, FedEx that's gonna go by from your right to left.
40:14Wait for them to go by and then chill yet.
40:17Very happy with today the way everything went.
40:19Uh, we didn't have any flight throughout the airport no more than 30 minutes late,
40:23which is excellent.
40:24Uh, especially with the weather.
40:26Uh, somehow the, uh, the gods were on our side,
40:32the gods were on our side tonight.
40:34Ready for a pillow.
40:36Ha, ha, ha, ha, ha, ha, ha.
40:38Morning, sir, 70, 79 taxi down runway 1-5 left.
40:41Cross runway 2-3 left on double.
40:45Shelly, I hope you're hungry.
40:48I ordered a bunch of pizza.
40:50Ha, ha, ha, ha.
40:51Okay, fantastic.
40:52Can I have chicken wings?
40:55Ha, ha, ha.
40:56Where, are you, are you demanding chicken wings now, too?
40:58Yeah, yeah, yeah.
40:59and attention stock team attention stock team just want to get everyone's attention
41:02i just want to say thank you for tonight i know it's been a snowy day um we did
41:07order some pizza so please everyone enjoy the pizza it's clearly in a conference room
41:12and again thank you for tonight thank you welcome you're amazing divine
41:21team fed divine checks in on her final focus flight of the night our dubai flight 056 already
41:27pushed back from the gate that is our last priority flight for the day number three of three so we did
41:34leave the gate earlier than expected and there it goes
41:45i'm quite relieved it definitely given a lot worse especially with the accumulation of snow but
41:50um we got our three uh focus flights out uh out of toronto um uh either early or um minimal delay so
42:00um it's a it's a good day
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