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Airport Signs (Mis)Direct Passengers
Marilyn Stock will teach Cato how to handle the information desk. He'll be responsible for paging passengers, providing directions, and other customer service duties. The major complaint from passengers is the confusing, unclear signage throughout the terminal. The poor signs are no thrill for Marilyn, either, who has to deal with irritated customers every day.

Marilyn labels the passenger confusion caused by misleading signs a "disaster." She tells her boss, "You can't say to somebody it's going to be lovely in June. They're here now. And I've had certainly at least two people physically come to me and say excuse me, how long is this going to be like this? One person said 'I want to know because I am not coming to Heathrow until it is finished.'"

Something smells fishy on the boss's third day as duty manager. That's because a passenger has abandoned a pet guppy after being told by security it can't go on the plane. Cato and Tony find the little traveler a temporary home at one of the airport lounges. Now there's temptation for some awful drinking games!

There's also a more serious matter. An abandoned bag at a Heathrow gift shop might be trouble. It could be simply be an innocent mistake by a forgetful passenger. But it could also be a bomb. Tony and Cato must safely handle the situation.

Next: Results - New Signage for Terminal One >>>

A passenger tries to decipher Heathrow's signage.
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