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  • Q&A – Sue, Passenger Experience Manager

    Q&A – Sue

    Q&A – Sue, Passenger Experience Manager


    Sue is now such a regular on Heathrow: Britain’s Busiest Airport that the show has dubbed her the ‘Queen of Terminal 2’. 

    Her actual job title is Passenger Experience Manager – but after 25 years working at Heathrow, Sue does at least have a jubilee this year.

    Sue spent 20 years working in security, as officer and then manager, before deciding she needed a change. And as a PEM, she says, every day really is different. 

    At any time, the role might call for her to be spokesperson, diplomat, troubleshooter or first responder. 

    She takes pride in doing the job well: “It’s a never-ending effort to do the right thing by passengers, colleagues or just people popping in.”

    Meet Sue

    Time at Heathrow: 25 years

    Started as: Queue-buster, then Security Officer

    Memorable moments: The opening of Terminal 5 (with a sneaky introduction to Her Majesty and Prince Philip); my constant ‘stalking’ of Tom Jones; taking part in Duke of Edinburgh’s Award activities including zipwire and abseiling 

    Favourite film/show: The Voice, with Tom and, of course, Luther. Love him, too!

    Heathrow in three words: Diverse. Fun. Changeable.

    Keeping up with my emails!


    Talk to everyone, say hello to all, and treat all as an equal.

    Stay calm, be quiet in tone, let them tell you all.

    Six months.

    Free tea and cake!

    Yuck! None, I dislike them. Unless they’re on a muscly arm, of course.  

    Britain’s Busiest Airport

    The documentary cameras return for a behind-the-scenes look at the people who keep Heathrow running. Meet and share their daily challenges in this ‘city within a city’ where no two days are alike.