- 3 hours ago
Toronto Airport Uncovered - Season 1 Episode 9 -
Ready for Anything
Ready for Anything
Category
😹
FunTranscript
00:00Safety and training go hand in hand.
00:03There's always an unknown.
00:04You don't know what's going to happen out here.
00:06Seasons staff take it to the limit.
00:09The compensation package has increased.
00:11It is now $1,200.
00:12A routine repair...
00:14It just cracked a little bit.
00:16...goes wrong.
00:17What if my mother was flying on this plane?
00:19What if she was sitting in this seat?
00:21A junior firefighter faces her biggest test yet.
00:24Oh.
00:27And a four-legged rookie...
00:29Stop.
00:30...put through his paces.
00:31This doesn't bode well.
00:35This is Canada's biggest gateway to the world.
00:38An elite force of 50,000 working non-stop.
00:42A lot of departments that sit here are like marionette puppeteers...
00:46...and make sure that everything happens.
00:48Keeping flights across six continents moving...
00:51...while battling the elements...
00:53That's what we get paid for.
00:55To do the impossible.
00:57...and facing the unexpected.
00:59There's a medical going on right now on an aircraft.
01:02And they're doing it around the clock...
01:04...to keep Toronto International on track.
01:07Whether it's icy winter...
01:17...or blooming spring...
01:19...Toronto Pearson International Airport...
01:22...needs to operate at the highest level...
01:25...to handle the almost 130,000 passengers...
01:28...who flow through it every day.
01:31Bye-bye.
01:32Hello.
01:33How are you?
01:34It's 50,000 staff use their training...
01:37...to deal with the unexpected.
01:46In Terminal One...
01:47...Seasoned Air Canada Customer Experience Specialist...
01:50...Darrel Lalonde...
01:51...knows how important it is to be prepared for anything.
01:55Customer service is important...
01:57...but let's face it...
01:58...every service industry is going to have failures...
02:00...from time to time.
02:01It's how you recover them...
02:02...that leaves a more lasting impression sometimes.
02:04So I'm big on recovery.
02:06And his next flight...
02:08...will put that experience to the test.
02:10Okay, give me a couple moments...
02:13...and I'll look at it for you, okay?
02:15Okay, bye.
02:16Potential oversold situation...
02:19...on a Montego Bay flight.
02:21So if it's oversold...
02:22...then I'm going to have to go solicit...
02:23...for a volunteer to go on another flight...
02:25...possibly tomorrow...
02:26...and get a compensation package.
02:28But I need just to double-check the numbers.
02:31Airlines sometimes oversell seats...
02:33...as insurance against no-shows.
02:36There is a percentage of passengers...
02:38...that don't show up based on different criteria.
02:40A, they didn't show up.
02:41They checked in online...
02:42...but they just never came to the airport.
02:44They could be coming in from a flight from Vancouver...
02:46...or another destination...
02:47...that that flight is delayed.
02:48Now they're not going to show up...
02:49...so those seats are going to open.
02:51But that strategy can backfire...
02:53...when, on rare occasions...
02:55...every passenger shows up.
02:57Showing that I have a couple passengers...
02:59...that don't have seat numbers yet.
03:00So at this moment...
03:01...we're going to be potentially oversold...
03:03...by two passengers on this flight.
03:05I'm going to just have to go over...
03:06...and try and do some magic...
03:08...and get two people to volunteer...
03:09...to go on tomorrow's flight.
03:11With 37 years of service...
03:13...Daryl is well versed...
03:15...in how to find a solution.
03:17Most times passengers are happy to do it...
03:20...but sometimes they're not.
03:23We had a situation yesterday...
03:24...where we didn't get any volunteers...
03:26...so there were four people...
03:27...that were left behind...
03:28...who were not very happy obviously.
03:29We were able to get them out...
03:31...on alternate routes.
03:32But generally speaking...
03:34...you have to kind of...
03:36...promote it in a way...
03:37...that is enticing for people.
03:39Daryl can offer compensation...
03:41...in the form of electronic credits...
03:43...for future travel...
03:44...attempting prospect...
03:45...for many travelers.
03:46May I have attention please...
03:47...for the information of passengers...
03:48...that are traveling...
03:49...on our Canada Flight 982...
03:50...this morning...
03:51...service from Montego Bay.
03:52We are potentially oversold...
03:53...by two passengers...
03:54...on this flight this morning.
03:55We're looking forward...
03:56...two passengers...
03:57...who have some travel...
03:58...flexibility...
03:59...who would be willing...
04:00...to give up your seat.
04:01We are offering...
04:02...a compensation package...
04:03...of $800...
04:04...for future travel credits.
04:05Daryl kicks off the bidding...
04:07...with an offer...
04:08...he hopes...
04:09...will get a bite.
04:10I got a taker.
04:11Okay.
04:12Can I see your boarding...
04:13...passway?
04:14Yeah.
04:15Okay.
04:16So if you're willing...
04:17...to volunteer...
04:18...it would be...
04:19...the same flight...
04:20...tomorrow morning.
04:21You're okay with that?
04:22Okay.
04:23All right.
04:24So what I want you to do...
04:25...is nothing at the moment, okay?
04:26So...
04:27...the reason I say that...
04:28...is because...
04:29...you're okay with that?
04:30All right.
04:31So what I want you to do...
04:32...is nothing at the moment, okay?
04:33So...
04:34...the reason I say that...
04:35...is because I just want you to...
04:36...um...
04:37...not make any change of plans...
04:38...in case at the last minute...
04:39...I have two people...
04:40...that do not show up.
04:41Okay.
04:42Okay, you can keep this.
04:43Okay.
04:44It has your bag tag on it...
04:45...so just hold on to it for now...
04:46...and...
04:47...we will be in touch with you...
04:48...very shortly, okay?
04:49Thank you very much.
04:50That's mine.
04:51Thanks, Michelle.
04:52This was a last minute thing, so...
04:54...I'm going home for my family.
04:56I have families there...
04:57...and like...
04:58...maybe someone else...
04:59...who lives here...
05:00...and doesn't have that option, so...
05:02...it's going to be nice.
05:06Daryl has reeled in one volunteer...
05:08...but as the minutes tick down to boarding...
05:10...he needs a second one.
05:13I'll wait a few minutes...
05:14...and then what I'll do...
05:15...is that I'll end up increasing...
05:16...the amount of compensation...
05:17...and generate more interest in it.
05:19Daryl still has cards...
05:24...up his sleeve...
05:25...but elsewhere in the airport...
05:29...safe operation...
05:30...calls for instant response.
05:32On the front line...
05:33...of one of the busiest airports...
05:34...in the world...
05:35...is Toronto Pearson's...
05:36...very own fire department.
05:37We don't know what we need...
05:38...so we take everything.
05:39Every airport has their...
05:40...specialized aircraft...
05:41...rescue firefighting...
05:42...just help mitigate anything...
05:43...before it gets too serious.
05:44It's one of the largest fire departments...
05:45...in all of Canada...
05:46...with a staff of nearly 100...
05:48...highly trained professionals...
05:50...and a dedicated training facility.
05:51So we're heading over to FESTI right now...
05:53...it's a Fire and Emergency Service...
05:54...training institute.
05:55Our fire ground training area...
05:56...has...
05:57...has...
05:58...has...
05:59...has...
06:00...has...
06:01...has...
06:02...has...
06:03...has...
06:04...has...
06:05...has...
06:06...has...
06:07...has...
06:08...has...
06:09...has...
06:10...has...
06:11...has...
06:12...has...
06:13...has...
06:14...specialized ARF area...
06:15...aircraft rescue firefighting area...
06:16...as well as...
06:17...area to train municipal firefighters.
06:19Pearson's crew have access...
06:22...to the latest simulation technology...
06:24...and Cam Tullis...
06:25...is behind the wheel...
06:26...of the newest addition...
06:27...to their arsenal.
06:29The ultimate firefighting machine...
06:32...the Rosenbauer Panther.
06:34We've got six front-run Panther vehicles...
06:39...they're all equipped with approximately...
06:41...12,000 liters of water.
06:44Each Panther can pump over...
06:46...2,000 gallons per minute...
06:48...almost five times more...
06:50...than a standard fire truck.
06:52There's almost 16,000 liters...
06:54...of specialized firefighting foam...
06:56...and 225 kilograms of dry chemical.
06:59They can get up to speeds...
07:00...of almost 124 kilometers an hour...
07:02...and that moves the almost...
07:03...40,000 kilograms of weight...
07:05...incredibly rapidly...
07:06...to get to an emergency incident.
07:08With a 750 horsepower engine...
07:12...the 44-ton Panther can reach...
07:15...almost 80 miles per hour.
07:17It can be operated...
07:19...by a single firefighter...
07:21...and comes equipped with the latest...
07:22...in infrared thermal imaging.
07:24So even if fog or reduced visibility...
07:28...was a factor here at the airport...
07:29...we can still respond and get to an aircraft...
07:31...where an emergency is occurring.
07:38Today, one of these state-of-the-art...
07:40...fire trucks will be needed...
07:41...for a driving test.
07:43Rookie firefighter Brittany Kublik...
07:45...has been training for this moment...
07:47...for months.
07:48Today, we're going to be...
07:50...doing my D driving test.
07:52And yeah, I've been waiting a while...
07:54...to get this thing done.
07:55So I'm excited to do it.
07:56Nervous, but excited.
07:58And yeah, I hope it goes well.
08:01It will, it will.
08:05She's memorized routes...
08:06...and rehearsed radio calls...
08:08...all in preparation for traveling...
08:10...across a live airfield...
08:12...where every movement...
08:14...is carefully choreographed...
08:16...by both air traffic...
08:17...and ground control.
08:19With a plane taking off or landing...
08:29...roughly every couple of minutes...
08:31...Brittany will be learning to drive...
08:33...in one of the most high-pressure...
08:34...environments in the world.
08:36Say first.
08:40Yeah.
08:41Before her test begins...
08:43...this rookie gets some last-minute tips...
08:45...from a veteran firefighter of 27 years...
08:48...Andy Armstrong.
08:50Do a quick walk around...
08:51...make sure nothing's...
08:52...messed up or out of place.
08:54Yep.
08:55We just check everything...
08:56...go into the truck...
08:57...make sure all the compartments...
08:58...are closed all the way.
08:59And I'll set myself up...
09:01...I'll hop inside...
09:02...get my radio the way I want it...
09:04...make sure that everything's...
09:06...just kind of set up...
09:07...so that when I'm ready to go...
09:08...I don't have to get in and go...
09:09...just a seat...
09:10...and do all this kind of stuff.
09:11Yeah.
09:12So it's always a good thing...
09:13...to kind of come in...
09:14...and get your house set up...
09:15...as I call it...
09:16...and then you're ready to rock and roll.
09:21We're still looking for another passenger...
09:23...who has some travel flexibility...
09:24...and willing to travel on the flight.
09:25Tomorrow morning...
09:26...is set up today...
09:28...as we are potentially oversold...
09:29...by two passengers.
09:31With the oversold flight...
09:33...preparing for departure...
09:34...Daryl is still one volunteer short.
09:37As a last resort...
09:38...he'll need to bump someone.
09:40But his years of experience...
09:42...tell him he can make the offer...
09:44...more tempting.
09:45We are offering a compensation package...
09:47...the compensation package...
09:48...has increased...
09:49...it is about $1200...
09:50...future travel credit...
09:52...per person...
09:53...if you're interested...
09:54...in volunteering your seat...
09:55...come and see me right away...
09:56...by the county D-77.
09:58Daryl is using his sales skills...
10:01...but it seems the first volunteer...
10:03...might end up being shortchanged.
10:05We will also provide you...
10:07...with a hotel here in Toronto...
10:08...and food vouchers as well.
10:13Yeah, let's hope.
10:16There are still no takers.
10:18It's a business...
10:21...obviously we want 100% occupancy...
10:23...but...
10:24...sometimes we get caught...
10:27...and everybody does show up...
10:28...and every connection is valid...
10:29...so that's where our salesmanship come in.
10:33It's time for boarding.
10:35One more chance to up the ante.
10:37We are still looking for more passengers...
10:40...to volunteer your seats...
10:41...and come along at length tomorrow.
10:43Our maximum amount of compensation...
10:45...that is going to be offered here...
10:47...is in the amount of $2,000...
10:50...future travel credit per person.
10:52Please see me run away...
10:53...with the front of D-77.
10:54We're looking for passengers...
10:56...who are running to travel...
10:57...on at length tomorrow...
10:58...and take advantage of the compensation factors.
11:04There's still no volunteer forthcoming.
11:07We will be starting boarding...
11:08...with zone number one.
11:10Daryl must now decide...
11:11...which passenger will miss this flight.
11:17With boarding underway...
11:19...on the oversold flight to Montego Bay...
11:23I do have one seat...
11:25...but I need another one.
11:27I need another one.
11:28Daryl's time to find a second volunteer...
11:30...has nearly run out.
11:32If they volunteer...
11:34...and they have a seat number now...
11:36...then we'll take their bags off the flight.
11:38We will wait till the very end...
11:40...just in case we have no-show passengers.
11:42So even though everybody's showing...
11:44...that they've checked in...
11:45...not everybody shows up.
11:49Go ahead and do zone two for me, okay?
11:51Zone two.
11:52But before he bumps a passenger...
11:54...experience tells Daryl...
11:56...to check the system.
11:57Actually, do you know what?
12:00We might be okay with the one.
12:03We've unloaded everybody, right?
12:05Okay.
12:06So there's one seat still here...
12:07...and I have one volunteer...
12:08...so we should be fine.
12:09Okay.
12:10So it looks like we're going to be fine.
12:12Sorry.
12:13Good morning, ladies and gentlemen.
12:14Our air can apply in 982.
12:17Zone number two, please.
12:18Hello, bonjour.
12:19Zone two over here, please.
12:20The strategy has paid off.
12:22At the eleventh hour...
12:24...one passenger has not turned up...
12:26...for the flight.
12:27It looked like we were needing two of them...
12:29...but once the flight closes and finalized...
12:31...we only needed one.
12:33Anybody else?
12:34Montego Bay?
12:35Okay.
12:36Just want to make sure...
12:37...they're not boarding the wrong flight.
12:38They don't want to do the walk of shame.
12:40That's all.
12:41With the flight fully boarded...
12:43...just one more job remains.
12:45We need to start a sequence...
12:47...for the one passenger, okay?
12:48Hey, have your attention, please.
12:4915 passengers.
12:50You're not in each shop.
12:51You're not in each shop.
12:52You can see me at the front...
12:53...of the E77 again, please.
12:54The shop?
12:55Right here.
12:56Okay.
12:57So, you volunteered.
12:58It looks like we're going to use you...
13:00...but you're not going to get $800.
13:01You're going to get $2,000 credit instead.
13:03Are you okay with that?
13:04Yep.
13:05I would hope you'd be okay with that.
13:06It's more money than was offered.
13:09Okay.
13:10Daryl makes sure the volunteer passenger...
13:12...has a happy ending.
13:14Her luggage will be removed from the hold...
13:17...and her travel will be rebooked.
13:20This is Ms. Shaw.
13:22So, she's going to go on a flight tomorrow, okay?
13:24It's $2,000.
13:25All right?
13:26You're in good hands, okay?
13:28She's not going to send you to Honolulu, I promise, okay?
13:30She was happy about it, got some money.
13:33So, it was pretty good.
13:34It was a good morning.
13:39At the fire station, it's time for Brittany's skills to be tested...
13:43...as she prepares to drive across a live airfield in the Panther.
13:47These things are massive.
13:48They drive like tanks.
13:49They're loud.
13:50They're so cool, though.
13:51I'm going to go over to the apron, Terminal 1, and meet my instructor.
13:52I'm taking the back roads so that I'm not going on the airfields.
13:53And I'm going to pick them up, and we're going to go on our test.
13:54If she fails, it will set her training back, and she'll have to be put on the waiting list before she can try again.
14:15Instructor Robert DeMessa will be overseeing Brittany's test.
14:19We basically govern, enforce, and train our airport traffic directives.
14:26So, basically how people drive around the airport, around aircraft, and around each other.
14:31We keep the airport a safe place, because at the end of the day, this is our workplace, and we want to go back home to our families, our friends.
14:37It's no ordinary driving test.
14:40Runways don't have conventional traffic lights, and 100-ton planes don't yield.
14:46Brittany must pay close attention to instructions from ground control, relaying back runway codes and identifiers over the radio.
14:56And Robert will assess her response.
14:59So, today we're going to be going to the maneuvering area for your test.
15:02You can use the map as well, as long as that doesn't interfere with your driving, and anything I deem unsafe will result in an automatic failure, okay?
15:09Okay.
15:10All right.
15:11So, let's head to Alpha Mike 911 for your first stop.
15:13Sounds good.
15:17A lot of people do think that, you know, you have your license, you can drive here, but that's not the case.
15:21All right, just up to the stop sign is fine.
15:23Okay.
15:24It's a very special license.
15:25We want to make sure everyone's safe.
15:27We want to make sure everyone in the aircraft is safe.
15:29And that's what we aim for, and that's why it's a special license we have here at the airport.
15:34We're at Alpha Mike Access Road requesting North Service Road.
15:35We're going to take Alpha Delta, and then hold short around way 248.
15:48Alpha Delta, hold short, 24 right.
15:51Red 3.
15:57Ah, see, I messed up.
15:59That's okay.
16:00Brittany hesitates, pulling away from the taxiway.
16:05This way.
16:08As ground control relays instructions, uncertainty sets in.
16:13Thank you, ground Charlie, short of, uh, 24 right.
16:22What was I thinking?
16:23I'm so sorry.
16:24One wrong turn, and the Panther could end up on a live runway without clearance.
16:31Oh, I'm totally down.
16:32I actually haven't done this before.
16:39Brittany has frozen on one of the airport's taxiways.
16:45As ground control give her a route she is unfamiliar with, she follows protocol.
16:54Please say again, Red 3.
16:55And requests clarification from the tower.
16:58I say, yeah.
16:59Red 3.
17:00Yeah, you can meet the left there on Charlie.
17:02Left all the way down Charlie, and short of 248.
17:04Yeah.
17:05Left on Charlie, short of 248.
17:07Red 3.
17:08Uh, Red 3, cross runway 248, and hold short of the approach line for runway 24L.
17:14Cross 24 right, and hold short of the approach line to 24L.
17:17Red 3.
17:22So right in this little bubble.
17:233, proceed on to runway 24L.
17:27Proceed onto runway 24L, Red 3.
17:29After an uncertain start, Brittany looks more comfortable.
17:36All right, I'm just going to turn this tank around.
17:41Making it safely across the airfield.
17:45So I think what was good is that if you're disoriented, you just stop.
17:49That's just the proper thing, and you did it.
17:51So good job.
17:52Perfect.
17:53To continue on with the test, we're going to go from the north service road west of 1-5 right.
17:57Right.
17:58We'll head down to Delta Victor.
17:59Delta Victor.
18:00You got it.
18:02The final part of the test is as intense as it is challenging.
18:07Brittany must navigate behind a commercial jet.
18:11You can follow KLM and then cross runway 248.
18:16It's 50,000 horsepower engines generating immense thrust and deafening noise.
18:21And what other job are you going to follow behind an aircraft in a fire truck?
18:27That's pretty cool.
18:32With the plane safely out of her path, Brittany puts her foot on the gas.
18:36So fast this thing can go?
18:38I'm sure.
18:39I'm sure.
18:40I'm sure.
18:41Okay, 80 kilometers.
18:44Even though she doesn't reach the Panthers' top speed of almost 80 miles per hour, her ability
18:51to safely handle the 44-ton beast is put to the test.
18:56Ground bridge bridge is coming off of 2-4 right, so we're crossing north service road.
19:01Front three proceeds at Delta box truck to the north service road cross from way 3 through that.
19:08Time to head back to base, where Brittany will find out.
19:12Is it a pass or a fail?
19:15I usually wait on the side, maybe beside that.
19:18Yeah.
19:21All right, Brittany.
19:26Congratulations on passing your D test.
19:28Thanks so much.
19:29Fantastic.
19:30All right.
19:32Until next time.
19:33Two years.
19:34Two years.
19:35I'll see you in two years.
19:36Brittany was great.
19:37She really did all that she had to do.
19:39Her radio communication was good.
19:41She read all the runways off.
19:43And a success basically.
19:44And just what we want from our firefighters here at the GTAA.
19:50Brittany has taken a big step in her journey towards becoming a fully qualified Toronto Pearson
19:55firefighter.
19:58Oh my goodness.
19:59It was just about great.
20:00It was just about great.
20:01It's just what you want.
20:02You want to feel good out there.
20:03So that's that.
20:04Go, go, go.
20:09All right, you're done.
20:10Yep.
20:11Let's do it.
20:12Across the tarmac in Air Canada's maintenance hangar, a problem has been reported on board
20:21one of the airline's 40 Boeing 787 Dreamliners.
20:25Down a bit.
20:26I'm going to have to get a couple of clips in.
20:30The 846 came in with a report of multiple windows are fogging up in the rear cabin.
20:37And my guys are on board trying to research why they're fogging up.
20:43Cabin windows are not glass.
20:45They are made up of multiple layers of acrylic.
20:4816 of the 106 windows on the Dreamliner are displaying excess condensation between these layers.
20:57That could indicate a serious problem.
21:02Hey Mark.
21:03Engineer Mark Whitson evaluates exactly how serious this problem is.
21:07What actually we're finding here, this seal here, I don't know if you can see.
21:10Okay.
21:11It's pretty obvious, but it was very loose and it's coming out.
21:14Yeah.
21:15So this is obviously a problem.
21:16Moisture is going to come in there and freeze up.
21:18So this here, we're definitely going to have to replace this seal.
21:23These are plug type windows fitted from the inside.
21:27Cabin pressure pushes them even tighter into place.
21:31But over time, the silicone seals around them can stretch.
21:34If they aren't repaired, they have the potential to leak.
21:38This could trigger a drop in cabin pressure during a flight, putting everyone on board at risk.
21:44So I don't know if we're going to have a problem with every single seal.
21:47I haven't got that far yet.
21:48But the first two or three that we're looking at have some issues, unfortunately, that we'll have to address.
21:54Visible moisture between the panes is a clear warning sign that the team cannot ignore.
21:59All problems start small and migrate into bigger problems.
22:04So we're here to capture the small problem before it turns into a big problem.
22:10Right now, what I'm going to do is take a full assessment and see exactly what parts we need, what we have available to us.
22:17And then try and come up with a game plan for how long it's going to take.
22:23The Dreamliner is already scheduled on its next flight.
22:27Our small little challenge to overcome is that this airplane is scheduled to fly tonight to Sao Paulo in Brazil.
22:35And being a 787 for a long haul, it holds around 300 people.
22:42The flight to Sao Paulo is a priority flight.
22:46With most of the passengers having onward connections, to avoid hundreds of unhappy customers, it must leave on time.
22:53At major airports like Toronto Pearson, mechanics are responsible for more than just repairs.
23:02They also taxi aircraft between gates and hangars without the need for pilots.
23:08And from there, we're going to taxi to spot number three.
23:13You'll be in the left seat, so taxi training for you as well.
23:16All right, let's go.
23:17Mechanics need to be certified for any plane they're going to move.
23:23Okay.
23:26Today, as part of a test, an Airbus A220 will be taxiing across the runways, with engineer Dale Gofton at the controls for the very first time.
23:37It's a good feeling.
23:39Not everybody gets to be able to do this, and there's always something to learn.
23:47Trainer Fred Roy and engineer Jeremy Ellis ready the plane for Dale's training.
23:53Kirk.
23:55APU to roll.
23:57You're clear for APU.
23:59Copy.
24:01This job is great because you can, you see how the airplane works.
24:05You maintain the airplane.
24:06All the parts that, you know, nobody else gets to see, we get to touch.
24:11And then we also get to do, you know, the stuff up here that the pilots get to.
24:15It's a rewarding career.
24:17We're not in the limelight like the pilots, but we are majorly important, you know, for the operation.
24:24And the safety of everybody, including the pilots.
24:26It's a big day for Dale.
24:30Every plane handles differently.
24:32So the A220 will be a tough new test.
24:36The very first time I can guarantee it's nerve-wracking.
24:39And because you're in, it's not familiar.
24:42But as you continuously do it, like any other task, it gets much easier to do.
24:47It's still a little bit nerve-wracking because there's always an unknown.
24:50You don't know what's going to happen out here.
24:53And, uh, yeah.
24:55That's why we do our safety checklist.
24:57Engine APU gen switches unlatched.
24:59Uh, all unlatched.
25:01And our parking brake is on.
25:03Parking brake set right there.
25:05So if something does go wrong, we are prepared and we're not going to have any surprises.
25:09Dale is all set.
25:13Fred checks in with ground control for permission to begin the training.
25:16Okay, all right.
25:18Can we put this anywhere else?
25:20Okay.
25:21Okay.
25:22Bye-bye.
25:23A backup of heavy aircraft traffic means there's no clear path across the airfield.
25:38Yeah, they just denied us.
25:40It's a costly delay and a blow for the whole team.
25:44He just called the tower.
25:46They said no?
25:47No.
25:48Call back in an hour.
25:50But especially for Dale.
25:53His test is suspended with no clear answer as to when.
25:58I don't think we're going anywhere, though.
26:00Or if it might resume.
26:03Fortunately, I don't think we may not be going anywhere today.
26:05In the aircraft maintenance hangar.
26:13Which they can then also do tonight here.
26:16Engineer Martin Trojan is also at a standstill.
26:20A 787 Dreamliner due to fly tonight is grounded by some faulty window seals.
26:26Now, the factors which come at play is that we've got around 300 people looking forward to flying to Sao Paulo.
26:35And this airplane is in the hangar being fixed, so we have to make sure that we get this fixed on time to get it back out online to the terminal so that every customer is happy being on the airplane on their way to the destination.
26:47There she comes.
26:49Excellent.
26:51There we have it.
26:53Structural window.
26:55Aircraft maintenance engineer Mark knows there's a ticking clock.
26:59But he has other priorities.
27:01If this aircraft is on the ground, it's making no money, it's getting our passengers that we value nowhere.
27:08And so, you know, I'm always trying to get this done in a timely fashion, but it is kind of secondary to my focus.
27:15Safety is always first.
27:17You know, I imagine what if my daughter was flying on this plane?
27:19What if my mother was flying on this plane?
27:20What if she was sitting in this seat?
27:22You know, do I have full confidence that I follow the appropriate regulations?
27:25I represent the safety and safety trumps productivity every time.
27:32It's a huge job to ensure the Dreamliner is ready for its priority departure to Sao Paulo.
27:38But with just a few hours to go before takeoff, a fresh challenge catches the team off guard.
27:45It was very rigid and it just cracked a little bit.
27:48So this one here is going to have to be replaced.
27:49An inner plastic window has cracked while being removed by the engineers.
27:57These don't jeopardize plane safety, but are a lot trickier to replace.
28:03Yeah, I just talked to the LG desk.
28:04Okay.
28:06Basically, okay, they're going to order those parts, but we're not going to get them for a couple of days.
28:10For a couple of days.
28:11Spring has sprung across the airport, but warmer weather brings with it a host of new challenges.
28:24It's nesting season and bird numbers are growing.
28:28European starlings are definitely very common and they're starting to pop up again.
28:34Numerous birds of prey. We have red-tailed hawks are the most common.
28:38Waterfowl are really common.
28:39Wildlife control officer Jacob Towns is conducting a threat assessment around the airfield.
28:47There's a few birds just on the other side of the fence.
28:51Most of those are European starlings and at least one American robin.
28:58Aircraft are more vulnerable to bird strikes during takeoff and landing.
29:03But if a bird hits a plane just on the body, it's not going to do a whole lot of damage.
29:06But if even one of them gets in the engine, it can cause a lot of problems.
29:10This would be a very serious risk.
29:17Bird strikes don't only jeopardize safety.
29:20They cost airlines millions of dollars a year.
29:23And the increased bird activity has already had its latest casualty.
29:34A 777 has been brought into the hangar for a line maintenance check.
29:38Expecting this right-hand engine, we found out that we had a bird go for light.
29:44As you can see, there's quite a large hole here.
29:48And you can see the evidence of the feathers of the bird itself.
29:53So in this particular case, this one is probably going to be much too large for repair.
30:00And if we're not allowed to carry out a repair, then we will end up replacing the parts that are damaged beyond limits.
30:07To combat this growing threat to aircraft safety, over in the Wildlife Control Division, the airport is training up a new recruit.
30:15Go chase!
30:18Go boy!
30:22This is Zeus.
30:23He's in our canine training program.
30:26He's three quarters of the way through his training.
30:29Come!
30:31Zeus will mostly be pursuing birds like ducks and geese, especially.
30:35Zeus will provide another layer of support to anti-bird strike measures.
30:39A non-lethal alternative that will discourage waterfowl from making the airport their home.
30:46Good job!
30:48But the nearly three-year-old Belgian Malinois is still a rookie.
30:52Effective duck scaring means responding to commands.
30:56Okay.
30:57And good recall.
30:59And Zeus is only in the early stages of his training.
31:03So it obviously requires a very high level of discipline on his part.
31:06And, uh, focus.
31:10Heel.
31:15Dangerously close to several runways, ducks have been spotted nesting in a nearby retention pond.
31:23These ponds temporarily hold extra stormwater to help manage flooding.
31:29There's several of them about.
31:31They're necessary, but they also pose a wildlife hazard.
31:34And the one we're going to happens to be only about 100, 150 feet away from the runway.
31:40Close to airplane traffic, Zeus will get to put his recall training into practice for the first time.
31:49We're not sure how or what he'll do.
31:52He may go in the water to chase the ducks.
31:54He may choose to remain on the shore.
31:55This is his, uh, very first time chasing ducks in this area.
32:00We'll see how it goes.
32:02Good boy, come!
32:04Zeus with me!
32:05Hey!
32:07Stop!
32:10Zeus!
32:11Stop!
32:12Cue!
32:14Luke!
32:15Up!
32:16An excitable Zeus struggles to follow Noah's instructions.
32:18This doesn't bode well.
32:22Zeus.
32:24Come!
32:26Zeus's journey to becoming Toronto Airport's official duck scarer...
32:28No.
32:30...could be over before it's even begun.
32:32Ah. Stop.
32:38At the maintenance hangar, cracked inner windows threatened to derail the speedy repair of the 787 Dreamliner.
32:47Hey, Mark.
32:49Martin.
32:50The inside window, which we need to be placed further forward.
32:54Yeah.
32:55Can we reinstall the one that we have, as it is not an airworthiness item, and put an NEF on it?
33:02With a cracked one?
33:03With a cracked window. The inside, we're going to put an NEF on it.
33:06NEFs are identified by airlines as non-essential equipment and furnishings.
33:12Items within a plane that, if they're broken, do not impact flight safety.
33:18Technically, the aircraft can still operate with a cracked inner window if the surrounding seals are intact.
33:25But there's multiple cracked ones. You would want to send it that way?
33:28How many?
33:29There's three.
33:30Yeah, they are looking for three of them. Yeah, I put three individual NEFs on it.
33:35Why? We can't find any?
33:37It's not that we can't find any there.
33:39We just won't be in time.
33:39If I have a passenger, I just won't realize that.
33:41Yeah, it'll look pretty bad.
33:43I don't know what passenger would want to sit there and feel comfortable thinking.
33:46Like, they don't know what we know.
33:49Although the aircraft would be completely safe, passengers may not see it that way.
33:54And the NEFs may cause alarm.
34:01His concern is that the passengers who are sitting next to her are going to see a broken window, basically, because they don't know what they're looking at.
34:08The final decision on whether this plane leaves tonight is now out of Martin's hands.
34:15In essence, they have to now turn around and potentially let people down which are at the airport waiting for the flight.
34:22But when Air Canada management calls back, the verdict is clear.
34:28All right. Thanks.
34:35Right now, it will stay overnight until we receive these items so we can reinstall new ones.
34:41Passenger perception wins out.
34:43The Dreamliner won't be leaving for Sao Paulo tonight.
34:46Take care.
34:52Heel.
34:54Stop.
34:56Heel.
34:57Wildlife control rookie Zeus and his handler Noah spot several ducks at one of the airport's retention ponds.
35:04Pearson is hoping Zeus will be a valuable asset, helping to expand their efforts to control the wildlife.
35:11So this area here is a huge attraction for wildlife, especially ducks and geese.
35:16And the runway happens to be just on the other side of the fence over there.
35:20So it's a safety concern if ducks are present here.
35:25It's nesting season.
35:27And if these ducks remain here, they pose a risk to departing and arriving flights.
35:34Unless Zeus can scare them off.
35:37Go chase!
35:37With the ducks in his sights, instinct kicks in.
35:44Good boy!
35:45Good boy!
35:46Good boy!
35:48Zeus successfully removes the problem ducks before they can build a nest.
35:53They now view him as a predator and will not quickly return.
35:58Good boy!
35:59Good boy!
35:59Good boy!
36:00Good boy!
36:00Turns out he likes to chase ducks and is not afraid to go in the muddy water.
36:06So that's a huge plus for us.
36:08I'm very happy with him.
36:09Good boy!
36:09Oh, good boy!
36:10He's going to do great.
36:12But Zeus' training is far from over.
36:17He has a desire to chase wildlife, but his control and response needs to improve.
36:21So it's going to be a while before he's certified level four and free to roam.
36:27Good boy!
36:28Good boy!
36:28Yes!
36:29Yes!
36:29Come here!
36:30This is his reward.
36:31He gets to be tired and he gets to get some love.
36:35An important step in Zeus' journey to becoming Toronto Pearson's newest canine wildlife officer.
36:44And we're hoping that the dog will prove a more effective tool for this job.
36:48And another weapon in the airport's anti-bird strike arsenal.
36:58It's been an hour's wait outside the Air Canada hangar, and Engineer Dale is anxious to start his test in the Airbus A220.
37:07All the birds with one stone.
37:09No, they're not going to give us a gate.
37:11They will not give us a gate.
37:14Even if Attila can just allow us to taxi once around the airport.
37:18Then, a call from the tower comes in, and Dale's training is back on.
37:28It's a controlled area, driving out here.
37:31You have to listen to the control tower, do as they say, and they tell you where to go, just like all the other airplanes that are out there.
37:39Landing gear lever down.
37:40Landing gear lever is down.
37:42Engine start selector auto.
37:43Engine start switch auto.
37:44Even though the aircraft will never leave the ground, it's almost 80 tons of pure power, and moving it requires precise handling and control.
37:54I'm responsible for monitoring the systems to make sure everything's running smoothly, and constantly switching between frequencies, talking to the tower, the apron, the coordinator.
38:07All right, pre-taxi checklist, ground crew clearance.
38:10Okay, hydraulic panel auto.
38:12Ready for engine start.
38:13Seatbelts on.
38:14Seatbelts are on.
38:14Everybody's buckled up.
38:15Go for start.
38:20Starting right-handed.
38:21Okay.
38:22Go ahead behind the United now.
38:24We're going to Bravo.
38:25Short of Romeo.
38:28Under the watchful eye of trainer Fred, Dale begins to carefully steer the Airbus along a network of painted lines, with Jeremy manning the radio.
38:37Continue down Bravo to Charlie.
38:39It's going to be a left turn on Charlie.
38:43Moving a plane with an estimated value of 90 million U.S. dollars, Dale needs to keep his nerve.
38:51Yeah, so you're not going to turn.
38:53This is Delta.
38:53You're going to Charlie.
38:54Next one.
38:54Charlie.
38:55Yep.
38:55I'll do that.
38:57Remember what Fred said.
38:58You've got to go past the sign, right?
39:00Yeah.
39:00You might see it, but you've got to go past it.
39:02So this first one is Victor, actually.
39:07The turn speed, do you like 10?
39:10Five to 10 knots.
39:11Okay.
39:12Dale is off to a good start, but he must manage his speed carefully through each turn.
39:18So we're turning here.
39:19Okay.
39:20Any faster than 10 knots, and the aircraft could veer off its planned path, risking a collision with signage or ground vehicles.
39:30Yep, you're good.
39:34After successfully navigating the turns, Dale holds at the gate.
39:39Before making the return journey back to the hangar.
39:50His test on the Airbus A220 is complete.
39:53Any feedback here on my taxi?
39:58Yeah, perfect.
39:58Very good.
39:58All right.
39:59This was my first time doing it in this aircraft type.
40:03I never actually imagined that I would actually be able to do this, taxi around an airplane with people on board and my coworkers and drive them around safely.
40:13It's actually quite rewarding, and I enjoyed it a lot.
40:16So Dale did very well, so moving forward, Dale is a taxi qualified to on the Airbus A220.
40:25So it's a good day.
40:26In the hangar, the 787 Dreamliner with the damaged windows has had an unexpected change in fortune.
40:40There was something that transpired while we've been working in that there's been an aircraft that's the same 887, same type of aircraft, that unfortunately was damaged in another hangar.
40:52So it's going to be on the ground for a little while, but that's going to be able to provide for us some parts that we need.
40:56So the outlook of this aircraft might just change right now, and it might be able to go a little sooner than anticipated.
41:05Even with parts from a lower priority aircraft suddenly becoming available, it's still going to be a race against time to ensure the Dreamliner makes it to Brazil on schedule.
41:17I get Steve, Jamie, and Iwan over here right away.
41:20Perfect.
41:21And then we can make magic happen.
41:24All right, brother.
41:24In fact, you have to constantly, like, trying to pivot on the point and come up with ideas on how to fix the situation on hand, how to overcome obstacles.
41:35So everybody's working together on this to make this airplane servile and make that flight tonight to its destination on time.
41:43So we've got three hours left to go at 6 o'clock now.
41:46With the extra crew, they rush into action.
41:49If it's going to make the slot, the plane must be ready for its hundreds of passengers to board at 9 p.m.
41:56I think it's going to be pretty close.
41:59But we have, as I'm talking to you right now, guys are coming on board willing and ready to help, and that's going to help us big time.
42:05These guys that are coming on here, they're good with their hands.
42:07They know this job.
42:08And, yeah, I feel pretty confident that we can get this thing going so it can make its flight tonight.
42:15With just minutes to spare, the Dreamliner is ready to leave the hangar and head over to the gate.
42:30It's a huge relief, and with the help of my guys on the aircraft, we were able to bring it back into service on time and on its flight.
42:41To be able to kind of win as one, I know it sounds a little cliche, but it is good.
42:46We win together when we do this, and this is the reason we do the job.
42:49We love doing it, and today everyone pulled together.
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