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Short filmTranscript
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.
00:15...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 call going on right now on an aircraft.
01:01And they're doing it around the clock...
01:03...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...
01:29...who flow through it every day.
01:31Bye-bye.
01:32Hello, bonjour.
01:33How are you?
01:34It's 50,000 staff use their training to deal with the unexpected.
01:46In Terminal 1, Seasoned Air Canada Customer Experience Specialist...
01:50...Darrel Lalonde knows how important it is to be prepared for anything.
01:54Customer service is important...
01:56...but let's face it...
01:58...every service industry is going to have failures from time to time.
02:00That'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 will put that experience to the test.
02:10Okay, give me a couple moments and I'll look at it for you, okay?
02:14Okay, bye.
02:16Potential oversold situation on a Montego Bay flight.
02:20So if it's oversold, then I'm going to have to go solicit...
02:23...for a volunteer to go on another flight...
02:25...possibly tomorrow and get a compensation package.
02:27But I need just to double-check the numbers.
02:29Airlines sometimes oversell seats as insurance against no-shows.
02:35There is a percentage of passengers that don't show up...
02:38...based on different criteria.
02:40A, they didn't show up, they 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 that that flight is delayed.
02:48Now they're not going to show up, so those seats are going to open.
02:51But that strategy can backfire when, on rare occasions...
02:55...every passenger shows up.
02:57Showing that I have a couple passengers that don't have seat numbers yet.
03:00So at this moment, we're going to be potentially oversold...
03:03...by two passengers on this flight.
03:05I will just have to go over and try and do some magic...
03:08...and get two people to volunteer to go on a tomorrow's flight.
03:11With 37 years of service, Daryl is well-versed in how to find a solution.
03:17Most times, passengers are happy to do it.
03:20But sometimes they're not.
03:23We had a situation yesterday where we didn't get any volunteers...
03:26...so there were four people that were left behind...
03:28...who were not very happy, obviously.
03:29We were able to get them out on alternate routes.
03:32But generally speaking, you have to kind of promote it...
03:37...in a way that is enticing for people.
03:39Daryl can offer compensation in the form of electronic credits for future travel...
03:44...attempting prospect for many travellers.
03:47Daryl kicks off the bidding with an offer he hopes will get a bite.
03:50Daryl kicks off the bidding with an offer he hopes will get a bite.
04:11Daryl kicks off the bidding with an offer he hopes will get a bite.
04:19I've got to take her. Okay, can I see your boarding pass, man?
04:22Yeah.
04:23Okay, so if you're willing to volunteer, it would be the same flight tomorrow morning.
04:28You're okay with that?
04:29All right, so what I want you to do is nothing at the moment, okay?
04:33So the reason I say that is because I just want you to not make any change of plans...
04:38...in case at the last minute I have two people that do not show up.
04:40Okay.
04:41Okay, you can keep this.
04:42Okay.
04:43It has your bag tag on it, so just hold on to it for now.
04:45And we will be in touch with you very shortly, okay?
04:48Thank you very much.
04:49Thanks, Michelle.
04:50This was a last minute thing, so I'm going home with my family.
04:55I have families there and, like, maybe someone else who lives here...
05:00...and doesn't have that option, so it's going to be nice.
05:04Daryl has reeled in one volunteer, but as the minutes tick down...
05:09...to boarding, he needs a second one.
05:12I'll wait a few minutes and then what I'll do is that I'll end up increasing the amount of compensation...
05:17...and generate more interest in it.
05:19Daryl still has cards up his sleeve.
05:29But elsewhere in the airport, safe operation calls for instant response.
05:36On the front line of one of the busiest airports in the world is Toronto Pearson's very own fire department.
05:43We don't know what we need, so we take everything.
05:47Every airport has their specialized aircraft rescue firefighting.
05:51Just help mitigate anything before it gets too serious.
05:54It's one of the largest fire departments in all of Canada...
05:58...with a staff of nearly 100 highly trained professionals...
06:02...and a dedicated training facility.
06:05So we're heading over to FESTI right now.
06:08It's a Fire and Emergency Service Training Institute.
06:11Our fire ground training area has a specialized ARF area, aircraft rescue firefighting area...
06:17...as well as an area to train municipal firefighters.
06:20Pearson's crew have access to the latest simulation technology...
06:24...and Cam Tullis is behind the wheel of the newest addition to their arsenal.
06:30The ultimate firefighting machine, the Rosenbauer Panther.
06:37We've got six front-run Panther vehicles.
06:40They're all equipped with approximately 12,000 liters of water.
06:44Each Panther can pump over 2,000 gallons per minute.
06:48Almost five times more than a standard fire truck.
06:52There's almost 16,000 liters of specialized firefighting foam...
06:56...and 225 kilograms of dry chemical.
06:59They can get up to speeds of almost 124 kilometers an hour...
07:02...and that moves the almost 40,000 kilograms of weight...
07:05...incredibly rapidly to get to an emergency incident.
07:09With a 750 horsepower engine...
07:12...the 44-ton Panther can reach almost 80 miles per hour.
07:17It can be operated by a single firefighter...
07:21...and comes equipped with the latest in infrared thermal imaging.
07:26So even if fog or reduced visibility was a factor here at the airport...
07:30...we can still respond and get to an aircraft where an emergency is occurring.
07:38Today, one of these state-of-the-art fire trucks...
07:40...will be needed for a driving test.
07:43Rookie firefighter Brittany Kublik has been training for this moment for months.
07:49Today, we're going to be doing my D driving test.
07:52And yeah, I've been waiting a while to get this thing done.
07:55So I'm excited to do it. Nervous, but excited.
07:58And yeah, I hope it goes well.
08:01It will. It will.
08:02She's memorized routes and rehearsed radio calls...
08:08...all in preparation for traveling across a live airfield...
08:12...where every movement is carefully choreographed...
08:15...by both air traffic and ground control.
08:18With a plane taking off or landing roughly every couple of minutes...
08:30...Britney will be learning to drive...
08:32...in one of the most high-pressure environments in the world.
08:35Say first. Yeah.
08:41Before her test begins, this rookie gets some last-minute tips...
08:45...from a veteran firefighter of 27 years, Andy Armstrong.
08:50Do a quick walk around, make sure nothing's messed up or out of place.
08:54Yep.
08:55We just check everything, go into the truck...
08:57...make sure all the compartments are closed all the way.
08:59And I'll set myself up, I'll hop inside...
09:02...get my radio the way I want it...
09:04...make sure that everything's just kind of set up...
09:06...so that when I'm ready to go...
09:08...I don't have to get in and go, oh, adjust the seat...
09:10...and do all this kind of stuff.
09:11Yeah.
09:12So it's always a good thing to kind of come in...
09:13...and get your house set up, as I call it...
09:15...and then you're ready to rock and roll.
09:21We're still looking for another passenger...
09:22...who has some travel flexibility and willing to travel on the flight.
09:25Tomorrow morning is set up today...
09:28...as we are potentially oversold by two passengers.
09:31With the oversold flight preparing for departure...
09:34...Daryl is still one volunteer short.
09:37As a last resort, he'll need to bump someone.
09:40But his years of experience tell him he can make the offer more tempting.
09:45We are offering a compensation package.
09:47The compensation package has increased.
09:49It is now $1,200 future travel credit.
09:52For a person, if you're interested in volunteering your seat...
09:55...come and see me right away at the county 8077.
09:58Daryl is using his sales skills...
10:01...but it seems the first volunteer might end up being shortchanged.
10:05We will also provide you with a hotel here in Toronto...
10:09...and food vouchers as well.
10:13Yeah, that's all.
10:16There are still no takers.
10:21It's a business, obviously we want 100% occupancy...
10:23...but sometimes we get caught...
10:27...and everybody does show up and every connection is valid.
10:29So 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 and travel on a plane tomorrow.
10:43Our maximum amount of compensation that is going to be offered here...
10:47...is in the amount of $2,000 future travel credit per person.
10:51Please see me right away with the front of DB77.
10:54We're looking for passengers.
10:55We're running to travel on a plane tomorrow...
10:57...and take advantage of the compensation package.
11:04There's still no volunteer forthcoming.
11:06We will be starting boarding with zone number one.
11:10Daryl must now decide which passenger will miss this flight.
11:18With boarding underway on the oversold flight to Montego Bay...
11:22...I do have one seat, but I need another one.
11:27I need another one.
11:28Daryl's time to find a second volunteer has nearly run out.
11:33If they volunteer and they have a seat number now...
11:36...then we'll take their bags off the flight.
11:39We will wait till the very end...
11:41...just in case we have no-show passengers.
11:43Even though everybody's showing that they've checked in...
11:46...not everybody shows up.
11:49Go ahead and do zone two for me, okay?
11:51Zone two.
11:53But before he bumps a passenger...
11:55...experience tells Daryl to check the system.
11:57Actually, do you know what?
12:00Um...
12:02We might be okay with the one.
12:04You unloaded everybody, right?
12:06Okay, so there's one seat still here...
12:08...and I have one volunteer, so we should be fine.
12:10Okay, so it looks like we're going to be fine.
12:12Sorry.
12:14Good morning, ladies and gentlemen.
12:15Thank you, zone number two, please.
12:16Thank you, zone number two, please.
12:17We'll start to Montego Bay.
12:18Hello, bonjour.
12:19Zone two over here, please.
12:21The strategy has paid off.
12:24At the 11th hour, one passenger has not turned up for the flight.
12:28It looked like we were needing two of them, but once the flight closes...
12:31...and finally I said we only needed one.
12:34Anybody else? Montego Bay?
12:36Okay.
12:37Just want to make sure they're not boarding the wrong flight.
12:40They don't want to do the walk of shame.
12:41Sorry.
12:42With the flight fully boarded, just one more job remains.
12:46We need to start a sequence for the one passenger, okay?
12:49May I have your attention, please?
12:50Paging passenger, you're rolling in the shop.
12:51You can see me at the front of the E-77 again, please.
12:55The shop?
12:57Okay, so you volunteered.
12:58It looks like we're going to use you, but you're not going to get $800.
13:01You're going to get $2,000 credit instead.
13:04Are you okay with that?
13:05Yep.
13:06I would hope you would be okay with that.
13:07It's more money than was offered.
13:10Daryl makes sure the volunteer passenger has a happy ending.
13:15Her luggage will be removed from the hold, and her travel will be rebooked.
13:21This 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?
13:31She was happy about it.
13:32Got some money.
13:33So it was pretty good.
13:34It was a good morning.
13:35Good morning.
13:40At the fire station, it's time for Brittany's skills to be tested as she prepares to drive across a live airfield in the Panther.
13:48These things are massive.
13:52They drive like tanks.
13:54They're loud.
13:55They're so cool, though.
13:56I'm going to go over to the apron, Terminal 1, and meet my instructor.
14:00I've taken the back roads so that I'm not going on the airfield, and I'm going to pick him up, and we're going to go on our test.
14:07If she fails, it will set her training back, and she'll have to be put on the waiting list before she can try again.
14:19Instructor Robert DeMessa will be overseeing Brittany's test.
14:22We basically govern, enforce, and train our airport traffic directives.
14:28So 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.
14:38It'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.
14:54And 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?
15:09Roger.
15:10Alright, so let's head to Alpha Mike Access Front 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.
15:20But that's not the case.
15:21Alright, 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.
15:26We want to make sure everyone in the aircraft is safe.
15:29And that's what we aim for.
15:31And that's why it's a special license we have here at the airport.
15:34Road 3 coming out for some training.
15:38Ground Road 3 affirmative.
15:39We're at Alpha Mike Access Road requesting North Service Road.
15:42Road 3, we're going to take Alpha Delta, and then hold short runway 248.
15:47Right.
15:48Alpha Delta hold short 248.
15:50Right.
15:51Right.
15:52Right.
15:53Right.
15:54Right.
15:55Right.
15:56Right.
15:57Right.
15:58Right.
15:59Right.
16:00Right.
16:01Right.
16:02Right.
16:03Right.
16:04Right.
16:05Right.
16:06Right.
16:07Right.
16:08Right.
16:09Right.
16:10Right.
16:11Right.
16:12Right.
16:13Right.
16:14One wrong turn and the Panther could end up on a live runway without clearance.
16:172-4-right.
16:18Charter.
16:19What was I thinking? I'm so sorry.
16:24One wrong turn, and the Panther could end up on a live runway without clearance.
16:31I actually haven't done this before.
16:39Brittany has frozen on one of the airport's taxiways.
16:48As ground control give her a route she is unfamiliar with, she follows protocol.
16:54Please say again, Red 3.
16:56And requests clarification from the tower.
16:59And Red 3, yeah, you can meet the left there on Charlie, left all the way on Charlie and short of 2-4-8.
17:04Yeah.
17:05Left on Charlie, short of 2-4-8, Red 3.
17:09Red 3, cross Runway 2-4-8 and hold short of the approach line for Runway 2-4-L.
17:14Cross 2-4-right and hold short of approach line to Runway 2-4-L, Red 3.
17:22So right in this little bubble.
17:24Proceed on to Runway 2-4-L.
17:27Proceed on to Runway 2-4-L, Red 3.
17:31After an uncertain start, Brittany looks more comfortable.
17:36All right, we've just got to turn this tank around.
17:39Making 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.
17:52To continue on with the test, we're going to go from the north service road west of 1-5-Ride.
17:57We'll head down to Delta Victor.
17:59Delta Victor.
17:59You got it.
18:01The final part of the test is as intense as it is challenging.
18:06Brittany must navigate behind a commercial jet.
18:10You can follow KLM and then cross Runway 2-4-8.
18:14It's 50,000 horsepower engines generating immense thrust and deafening noise.
18:22And what other job are you going to follow behind an aircraft in a fire truck?
18:27That's pretty cool.
18:28With the plane safely out of her path, Brittany puts her foot on the gas.
18:37So fast this thing can go?
18:38I'm the shark on the key.
18:39Okay, 80 kilometers.
18:44Even though she doesn't reach the Panthers' top speed of almost 80 miles per hour, her ability to safely handle the 44-ton beast is put to the test.
18:56Ground bridge bridge is coming off of 2-4-Ride.
18:59We're passing north service road.
19:01Red 3 proceeds at Delta Fox truck to the north service road.
19:05Cross from way 3 through left.
19:08Time to head back to base, where Brittany will find out.
19:12Is it a pass or a fail?
19:15I think it's way on the side, maybe beside that truck there.
19:21All right, Brittany.
19:25Congratulations on passing your D-test.
19:28Thanks so much.
19:28Fantastic.
19:29All right.
19:29Thanks so much.
19:30No problem.
19:32Until next time, two years.
19:33Two years.
19:33I'll see you in two years.
19:35Brittany was great.
19:36She really did all that she had to do.
19:39Her radio communication was good.
19:40She read all the runways off.
19:42And a success, basically.
19:44And just what we want from our firefighters here at the GTA.
19:49Brittany has taken a big step in her journey towards becoming a fully qualified Toronto Pearson firefighter.
19:55Oh, my goodness.
19:58It was just about great.
20:01It's just what you want.
20:02You want to feel good out there.
20:03So, that's it.
20:04Go, so go!
20:05Across the tarmac, in Air Canada's maintenance hangar, a problem has been reported on board one of the airline's 40 Boeing 787 Dreamliners.
20:24Down a bit?
20:28We're going to have to get a couple 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.
20:40Cabin windows are not glass.
20:45They are made up of multiple layers of acrylic.
20:5016 of the 106 windows on the Dreamliner are displaying excess condensation between these layers.
20:56That could indicate a serious problem.
21:01Hey, Mark.
21:01Engineer 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.
21:10It's pretty obvious, but it was very loose and it's coming out.
21:14Yeah.
21:15So, this is obviously a problem.
21:16Moisture's going to come in there and freeze up.
21:18So, this here, we're definitely going to have to replace this seal.
21:22These are plug-type windows fitted from the inside.
21:27Cabin pressure pushes them even tighter into place.
21:30But over time, the silicone seals around them can stretch.
21:35If 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.
22:00All problems start small and migrate into bigger problems.
22:06So, we're here to capture the small problem before it turns into a big problem.
22:12Right 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.
22:18And 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.
22:26Our small little challenge to overcome is that this aircraft plane is scheduled to fly tonight to Sao Paulo in Brazil.
22:36And being a 787 for a long haul, like, it holds around 300 people.
22:42The flight to Sao Paulo is a priority flight.
22:45With most of the passengers having onward connections, to avoid hundreds of unhappy customers, it must leave on time.
22:55At 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.
23:07And from there, we're going to taxi to spot number 3.
23:13You'll be in the left seat, so taxi training for you as well.
23:17All right, let's go.
23:19Mechanics need to be certified for any plane they're going to move.
23:23Okay.
23:23Today, 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.
23:36It's a good feeling.
23:38Not 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.
23:52Perp.
23:54APU to run.
23:56Are you clear for APU?
23:59Copy.
24:00This job is great because you can, you see how the airplane works.
24:05You maintain the airplane.
24:07All the parts that, you know, nobody else gets to see, we get to touch.
24:10And 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 a major...
24:22majorly important, you know, for the operations and the safety of everybody, including the pilots.
24:28It's a big day for Dale.
24:30Every plane handles differently.
24:32So the A220 will be a tough new test.
24:35The very first time I can direct you, 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, that's why we do our safety checklist.
24:57Engine APU gen switches unlatched.
24:59All unlatched.
25:00And our parking brake is on.
25:02Parking brake's set right there.
25:03So if something does go wrong, we are prepared and we're not going to have any surprises.
25:09Dale is all set.
25:10Fred checks in with ground control for permission to begin the training.
25:21Okay.
25:22All right.
25:22Can we put us anywhere else?
25:24Okay.
25:24I'll just come back in an hour and we'll go from there.
25:26Okay.
25:27Bye-bye.
25:31A backup of heavy aircraft traffic means there's no clear path across the airfield.
25:37Yeah, they just denied it.
25:38It's a costly delay and a blow for the whole team.
25:43He just called the tower.
25:46They said no?
25:46No.
25:47Call 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.
25:59Or if it might resume.
26:02Fortunately, I don't think we may not be going anywhere today.
26:08In the aircraft maintenance hangar, which they can then also do tonight here, engineer Martin
26:16Trojan is also at a standstill.
26:19A 787 Dreamliner due to fly tonight is grounded by some faulty windowsills.
26:25Now, the factors which come at play is that we've got around 300 people looking forward
26:33to flying to Sao Paulo, and this airplane is in the hangar being fixed, so we have to
26:38make sure that we get this fixed on time to get it back out online to the terminal so
26:43that 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.
26:52Structural window.
26:55Aircraft maintenance engineer Mark knows there's a ticking clock, but he has other priorities.
27:02If this aircraft is on the ground, it's making no money, it's getting our passengers that we
27:06value nowhere.
27:07And so, you know, I'm always trying to get this done in a timely fashion, but it is kind
27:13of 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?
27:26I 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.
27:47So this one here is going to have to be replaced.
27:52An 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.
28:02Yeah, 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
28:09a 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
28:22challenges.
28:23It's nesting season, and bird numbers are growing.
28:29European starlings are definitely very common, and they're starting to pop up again.
28:33Numerous birds of prey.
28:35We have red-tailed hawks are the most common.
28:37Waterfowl 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.
28:50Most of those are European starlings and at least one American robin.
28:57Aircraft are more vulnerable to bird strikes during takeoff and landing.
29:02But 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.
29:24And the increased bird activity has already had its latest casualty.
29:29A 777 has been brought into the hangar for a line maintenance check.
29:39Inspecting this right-hand engine, we found out that we had a bird go through it.
29:45As you can see, there's quite a large hole here.
29:49And you can see the evidence of the feathers of the bird itself.
29:54So 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.
30:17Go, Chase.
30:18Good boy!
30:22This is Zeus.
30:23He's in our canine training program.
30:25He's three quarters of the way through his training.
30:28Come!
30:30Zeus will mostly be pursuing birds like ducks and geese, especially.
30:35Zeus will provide another layer of support to anti-bird strike measures.
30:40A non-lethal alternative that will discourage waterfowl from making the airport their home.
30:46Good dog!
30:48But the nearly three-year-old Belgian Malinois is still a rookie.
30:52Effective duck scaring means responding to commands.
30:55Okay.
30:56And good recall.
30:58And Zeus is only in the early stages of his training.
31:02So it obviously requires a very high level of discipline on his part and focus.
31:10Heel.
31:10Dangerously close to several runways, ducks have been spotted nesting in a nearby retention pond.
31:22These ponds temporarily hold extra stormwater to help manage flooding.
31:27There'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.
31:46We're not sure how or what he'll do.
31:51He may go in the water and chase the ducks.
31:53He may choose to remain on the shore.
31:56This is his very first time chasing ducks in this area.
32:00We'll see how it goes.
32:01Good boy, come.
32:04Zeus with me.
32:04Hey.
32:06Stop.
32:10Zeus.
32:10Stop.
32:12Cue.
32:14An excitable Zeus struggles to follow Noah's instructions.
32:18This doesn't bode well.
32:21Zeus.
32:22Come.
32:23Zeus' journey to becoming Toronto Airport's official duck scarer...
32:27No.
32:28...could be over before it's even begun.
32:31Ah, ah, ah, ah.
32:33Stop.
32:38At the maintenance hangar, cracked inner windows threaten 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,
32:59and put an NEF on it?
33:02With a cracked one?
33:03With a cracked window.
33:04The 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.
33:16Technically, the aircraft can still operate with a cracked inner window if the surrounding seals are intact.
33:24But there's multiple cracked ones.
33:27You would want to send it that way?
33:28How many?
33:29There's three.
33:31Yeah.
33:31Yeah.
33:31They are looking for three of them.
33:33Yeah, I put three individual NEFs on it.
33:35Why?
33:36We can't find any?
33:37It's not that we can't find any there.
33:39This won't be in time.
33:39I find the passengers won't realize that.
33:41Yeah, it'll look pretty bad.
33:43I don't know what passengers 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.
33:56And the NEFs may cause alarm.
34:01His concern is that the passengers who are sitting next to it are going to see a broken window, basically,
34:07because they don't know what they're looking at.
34:10The final decision on whether this plane leaves tonight is now out of Martin's hands.
34:16In essence, they have to now turn around and potentially let people down which are at the airport waiting for the flight.
34:23But when Air Canada management calls back, the verdict is clear.
34:28All right.
34:29Thanks.
34:29Right now, it's going to 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.
34:51Here.
34:54Stop.
34:56Here.
34:56Wildlife control rookie Zeus and his handler Noah spot several ducks at one of the airport's retention ponds.
35:05Pearson 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 attractant 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.
35:39With the ducks in his sights, instinct kicks in.
35:44Good boy.
35:45Good boy.
35:46Good dog.
35:47Zeus 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.
36:02Turns 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.
36:11But 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.
36:34An 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.
36:49And another weapon in the airport's anti-bird strike arsenal.
36:53It's been an hour's wait outside the Air Canada hangar.
37:02And 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.
37:10They will not give us a gate.
37:14Even if Attila can just allow us to taxi once around the airport.
37:17Then, 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,
37:36just 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 selector auto.
37:44Even though the aircraft will never leave the ground, it's almost 80 tons of pure power.
37:51And moving it requires precise handling and control.
37:55I'm responsible for monitoring the systems to make sure everything's running smoothly.
38:01And 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.
38:19Go for start.
38:20Starting right hand in.
38:21Okay.
38:22Go ahead behind the United now.
38:24We're going to Bravo.
38:25Short of Romeo.
38:27Under the watchful eye of trainer Fred, Dale begins to carefully steer the Airbus along a network of painted lines,
38:35with Jeremy manning the radio.
38:36Continue down Bravo to Charlie.
38:41Going 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.
38:52So 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?
39:00Yep.
39:00You might see it, but you've got to go past it.
39:02So this first one is Victor, actually.
39:03Yep.
39:07The turn speed, do you like?
39:09Ten?
39:10Five to ten knots.
39:11Okay.
39:12Dale is off to a good start.
39:15But he must manage his speed carefully through each turn.
39:18So we're turning here.
39:19Okay.
39:21Any faster than ten knots, and the aircraft could veer off its planned path, risking a collision with signage or ground vehicles.
39:30Yep.
39:31You're good.
39:32All right.
39:35After successfully navigating the turns, Dale holds at the gate, before making the return journey back to the hangar.
39:50His test on the Airbus A220 is complete.
39:54Any feedback here on my taxi?
39:58Yeah, perfect.
39:58Very good.
39:58All right.
39:58This 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 co-workers and drive them around safely.
40:12It's actually quite rewarding, and I enjoyed it a lot.
40:16So, Dale did very well, so moving forward, Dale is 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.
41:04Even 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 got Steve, Jamie, and Iwan over here right away.
41:20Perfect.
41:21And then we can make magic happen.
41:23Love you, brother.
41:24All right, brother.
41:25I have to constantly, like, trying to pivot on the point and come up with ideas on how to fix the situation on hand,
41:33and 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.
41:50If 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, but we have, as I'm talking to you right now,
42:01guys 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.
42:09And, 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 will pull together.
42:51We love doing it, and today, everyone will pull together.
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