Heathrow International Airport
Heathrow International Airport began as a tented village in 1946,
serving 18 destinations. Today the world's busiest airport, Heathrow
hosts more than 90 airlines and services 160 international destinations.
The airport operates an average of 1,250 flights per day and services
more than 61 million passengers each year. Over 80 million items
of baggage pass through the airport each year.
According to the Heathrow Web site, the airport generates more than
$7 billion in wages for the British economy. Operated by the British
Aviation Administration (BAA), Heathrow employs 3,600 staff under
Roger Cato's management, but supports more than 100,000 Heathrow-related
jobs in the surrounding local area.
The world's busiest airport must constantly monitor the way the
organization is run. After September 11, safety and security for
the vast Heathrow facility -- over 3,000 acres -- is, of course,
a paramount concern. Excellent customer service must be maintained.
Garbage must be picked up regularly, even constantly. During renovations
at the airport, crowd control becomes an issue. Can airport's managing
director spend hundreds of millions renovating terminals and still
maintain good customer and staff relations amid the chaos?
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