Airport Staff Deal With Drunk Passenger | The World's Best Airport: Changi | Spark

 

in this show

changi's airport emergency services face

the ultimate test

baggage detection are on alert for

security threats

[Music]

and illegal stashes and missed flights

leave passengers stranded

at the airport after that when they go

to cambodia they told me

this is singapore

where the old world meets new metropolis

at its heart is this changi airport

singapore's jewel in the crown

[Music]

with unprecedented access we go inside

changi

voted world's best airport to find out

what makes it tick

it's lightning in right now

for passengers it's an oasis of peace

and calm

but for the forty thousand staff who

keep it that way

but you see it can be anything but

i've had nightmares the electrical for

the aircraft is not working anymore

where's the engineer it doesn't work

really i'm going to cry man

[Music]

with two runways and three terminals

changi is one of the world's busiest

airports

with a thousand flights a day and 55

million passengers a year

its 40 000 staff work round the clock to

please

in this airport efficiency is king

as is service with a smile

[Music]

the immigration and checkpoints

authority safeguards singapore's borders

this airport has security systems to

rival the world's top

banks it's the ica's job

to make sure that the movement of people

and goods is legitimate and lawful

at terminal 2's baggage collection it's

the morning shift for immigration

officer kumar

and his team of officers in the baggage

detection united

as they make ready to search all who

enter here

common detections uh flick knives night

stakes

uh handcuffs batons

knuckle dusters all this is under

singapore police force more of a

security threat apart from that under

health science authority

sex enhancement pills slimming pills and

large quantity for commercial use

that is also a main concern and yeah

now another right significant rise is

vape

or electronic cigarettes

every officer has a role to play as they

confront any would-be smugglers

in an intricate game of looks

signals you all have anything to declare

with y'all and charm offensive

you're arriving from he's going to save

from custom

australia just engaging with small

checks

helps a lot that few seconds we will be

able to

find out whether are they giving me any

kind of telltale indicators

do you have a knife you go back oh yes

in singapore knives are either

prohibited

or restricted depending on their type

and design

okay this is fine while kumar takes care

of business on the front line

another team are getting match fit on

the tarmac

[Applause]

but these men aren't here for fun they

are the airport emergency services

at any given moment they are ready for

action

action they hope they won't have to take

these are the airport's dedicated

firefighters

[Music]

watched over by operations commander

alexander

it's a huge responsibility after all you

know

the safety and the lives of passengers

are in our hands i think the hardest

part of this job is making sure that

myself and my guys are ready

and are prepared to handle a crash

changi has three fire stations by the

runways

and a fourth on the coast

so the guys at the sea rescue base are

also under my charge

and today i am going to conduct

my routine inspection on them and check

on them make sure everything is in place

everything is in order

the training is being conducted and

conducted properly

please advise our location of emergency

over

training is a way of life for all fire

officers at all stations potential one

over rescue

leaving base now proceeding to crash

location

they're in constant preparation for any

worst case scenario

we arrive at the crash site there is

immediate visual of two casualties

straight away surface rescuers down to

proceed with the rescue

singapore is surrounded by territorial

waters so

in the event if an aircraft were to land

short of the runway

and ditches into the sea the resources

here at the sea rescue base

will turn out and they will carry out

firefighting and rescue out at sea

whilst his officers keep watch at the

coast 24 7

most of the action takes place at other

stations

fire station 2's latest recruit is 23

year old scheifel

before i came here i'm a bit nervous

because i don't know how is it like

going to be at a station

but after i came here yeah i need to

learn a lot of things

on the station routine mostly equipment

wise

[Applause]

for alexander it's a stressful time of

year

yo wendy how's the preparation for

coming along

bobcat is code for aircraft crash

exercise

as commander he'll be under the

microscope

yeah okay can i see you are coming okay

let them know okay thanks for being here

[Music]

the fire service has 180 offices on

shift

at any one time across terminals and

runways

to keep his men on their toes alexander

carries out reaction tests often

once triggered they have between 15 and

20 seconds to drop whatever they're

doing

leap into vehicles suit up and exit the

station

can you activate reaction test now

thanks okay sir i'll move up to the

direction test now

ah

success for now and alexander can rest

easy

inside terminal 2 changi's customer

service teams

known locally as changi's experience

agents are at full stretch

as they man 15 stations across three

terminals

and patrol the airport both ends

at the center this army of helpers

tackle passenger problems

big and small today

agent nina has a british backpacker who

needs help

this is kyle it's his first time in asia

um i arrived at one o'clock so i came

from phuket and it's just meant to be a

connecting flight to bali

he's been rejected from his flight to

bali because he doesn't have an onward

bound ticket

to make matters worse kyle doesn't have

enough cash to pay for a flight

and he no longer has his credit card

options

all i can do is pay for things online

which i've tried to do and

they have lent me their tablet which is

very helpful but

for some reason or another it's just not

registering even though i've used the

same bank cards

to book flights and travel what have you

um over the last six months

and so all i can do is just

try and contact home and just say to my

sister

bitcoin and you can take the money back

kind of thing

is she online no she's at work in the uk

it's probably about 8 30 but you already

missed your current flight they gave me

until 2 50.

it's now 2 49.

you have your sister's number yep

it's not successful we'll try again

so basically trying to call my sister

back in jersey

who's currently at work it's nine

o'clock in the morning and she's not

gonna be happy

so you get me a flight and get me out of

singapore basically

yeah meanwhile the baggage detection

unit

are eyeballing passengers entering

singapore

but nothing gets past kumar who has a

hunch that a passenger who has declared

three packs of tobacco

is hiding something

but now they've found a fourth

this man may wish he'd given up smoking

earlier

kumar's team has also found an

electronic cigarette or vape

[Applause]

i found a few more packets including the

electronic secret

yep for the cigarettes or rather

the loose tobacco it's more of a revenue

concern it's under singapore customs

which i'm going to deal with them later

and

for the vape it'll be more like a

seizure it will detain the item on

behalf of our

alzheimer's authority

yeah it's a nice looking one but

unfortunately it's

not a lot here will changi's agents get

this confused passenger on a flight

you're going to manila okay this

philippine airlines not sri lankan air

will kyle reach his sister or stay

stranded without cash at the airport

you have your sister's number yep

and what will kumar and his team make of

this suspicious metal object

are you working here

[Music]

airport precision efficiency

and customer service rule

voted world's best airport by passengers

its three terminals serve over 100

airlines

and connect to 320 cities

but kyle a british backpacker can't

afford to fly

to any of them he was rejected from his

flight to bali

because he did not have an onward bound

ticket you have your sister's number

yeah with next to no cash and no credit

card

he's stranded and desperate to get in

touch with his sister for help

ah just got a text off her so that's the

phone number that's

area code nevertheless

ah it's ringing thank you

hello where are you i thought you would

work

right is it oh it's only eight o'clock

back home

she's in she's just gonna play um i'm in

singapore right now

lovely airport book some sort of flight

and then transfer it from my account to

yours

i don't know whether just to go to ours

cheers thanks very much so she can

transfer over to cash

um yeah well she's going to try and just

book me a flight

i'm thinking just to go straight to

australia now instead of barley

this one right

thank you

hey how's it going i'm getting what

it's a weird thing to hear but yeah

let's do this um so

we're just checking flights in a minute

and funnily enough one came up to

brisbane

but it was um one changeover in bali

thanks very much cheers bye

you got it so close but that's also a

problem you get to go to bali

depending i get a confirmation

in the farthest corner of changi airport

it's a busy day

for the animal and plant quarantine

station

here the hard-working team of vets and

trained officers

work round the clock to keep singapore

safe from epidemics

pests and diseases

jan is waiting for a batch of resources

arriving from new zealand

our horses are can be quite dangerous

animals are huge animals

any wrong move if they kick it can cause

serious injuries in the people around

them

and i also have to take care of myself

of course because i'm doing the checks

one mistake and these spooked animals

will make a bid for freedom

[Applause]

with a kick that can kill pulling

prodding and scanning

is not for the faint-hearted

the team will have to hold their nerve

[Music]

when i was new at this i was scared now

as long as you know where to stand

where to go how to move how the horses

respond i think you should get used to

this

i've written down the microchip number

this horse

is a little bit spooked out

once one one horse gets anxious the rest

will also get anxious

[Music]

oh there you go oh this looks like a

skin abrasion

um so it should heal up actually 12

racehorses

are good to go after 14 days of

quarantine

they will cross the border and become

singapore's welcome guests

[Music]

in terminal 2 arrivals kyle has news

from his sister in the uk

who is trying to help him get out of

singapore

my sister's currently trying to book my

flight back in the uk

it just happens to be the same website

that i try to do it on last time and

she's getting the same message as i

am just saying that it was not

successful and tickets could not be

issued

she's going to try and call them but

obviously she's at work so i'm just

saying if you have to wait a couple of

hours until your lunch break

so i don't want to get in any trouble

back at work

it seems that kyle is now trapped in the

world's best airport

operations commander alexander is a man

with a plan

today this airport will stage a plane

crash

with casualties real fire and real

people

he will need brains as well as brawn to

pull this off

what we're going to test the main

objective is actually to set up rs

within six minutes

as well as to receive the casualty as

well as the report to report to the deo

in charge

the two objectives i want to see is

timing for the rrs setup

and then casualty management because

during cpt

if these two things we don't fulfill we

were sure

yeah definitely it was surely penalized

okay so this is something

okay okay okay

elsewhere scheifel is also being put

through his paces

this is pump to pump connecting two

tanks from two fire trucks together

to boost the water supply

all drills hurt this one hurts more

water no one three wide turn down come

in we need to keep

our fitness up to the standard

scheifel may be fit but the going is

tough

and tonight it's going to get tougher

[Applause]

every day passengers bring 120 000 bags

through this airport

and every day security teams check

scan and search for illegal or dangerous

contraband

kumar's team have detected a suspicious

object at terminal 2.

there's some metallic gems item found in

his luggage

upon the x-ray machine you put your back

there

i know

the traveler claims is used more for

industrial purposes for cutting

machineries metal items

but we are just a bit curious why is it

hidden

come here work huh are you working here

yeah attending

training yeah okay ken you have claimed

that

it's for his work purpose is to

so it doesn't pose any security threat

so we are giving back to him in a region

where many languages are spoken

communication can be slow going but to

protect and secure singapore's borders

is kamar's sole concern have you taken

all your items

okay initially he was a bit tense and

nervous because of

firstly firstly we are being mindful

more is because of the language barrier

no that was a language barrier he

couldn't communicate well however he was

able to answer

the simple questions why what's the his

entry for

and how long is his stay intended stay

in singapore and

his accumulation he was very um

confident with his answers and we are

satisfied

so access our assessment on the whole

fact

it's clean

meanwhile at terminal 3 agent jr has a

tricky number on his hands

i'll try don't worry this passenger

might have had one drink too many

he can't find his way to the gate they

came from mitch airlines

i feel like an airline joining which

airlines

you're going to manila okay this is

philippine airlines not sri lankan air

okay

you go yeah i understand you see that

one skytrain to t1 yes

transferred d to get your boarding pass

hurry up okay

sir you take this train

and then you go to terminal one terminal

one you go to transfer

d delta okay transfer d philippine

airlines counter

okay thanks thank you

at check-in terminal 3 officer grace has

a baggage problem of a different kind

400 of excess weight and a passenger

who doesn't want to pay for it i go from

incheon to beijing and from beijing

back to the united states but today

you're just going up to incheon yeah

it came out like this the confirmation

is

the thing is i booked it all through

united i'm getting like united points

for this it's not an ashana thing so

i mean i just don't understand if i

brought three bags in right

what do you want me to do with the other

two bags when i leave i don't live in

singapore

that doesn't make any sense

this passenger can't understand why the

airline wants to charge her for the

extra 23 kilos

when she flew the first leg of her

journey from america to singapore

without paying a single cent it's not a

peace concept because you're not

traveling to the states

so we're going by a weight concept this

time because you're traveling only up to

incheon

what am i supposed to do with the other

two bags it doesn't matter how many bags

you check in them you can check in five

bags you can check in six bags but the

weight has to be there

so uh for your gold status um economy is

20 at

arsenal's additional three and then the

gold status will give you additional 20.

so you're allowed to check in for 43.

and then you want me to carry on 20 then

i mean because right now i have 60.

correct just make sure that there's no

liquid in the one that your hand carries

yeah that's the liquid gels

i think i have liquid in here so helen's

plan is to transfer 20 kilos of excess

weight

to her hand luggage to avoid the penalty

give me one second i have never done

this before because

usually i am a platinum status on united

and i don't need to do this

she's determined to make this work

okay does this make it can you come and

check this see if this works

okay that works okay it's looking good

i hope i am i'm just trying to close it

now

i'm going to sit on it i hope it doesn't

rip

back at arrivals terminal 2 kyle's on

the phone to his sister

perfect um yeah they're they're really

helpful they said that they'll print it

out for me here

cheers thanks very much she's booked two

flights for me one

going to bali tomorrow and then the next

one she's booked me a flight to brisbane

on the 16th of october

but yeah it seems everything's sorted so

that's a massive release

thank you very much for your help

welcome here i'll just like leave a note

for them

okay i'll just log out of this it's the

end of nina's shift

and after a missed flight and lots of

waiting around

it looks like kyle's finally back in the

game i don't know if it's just been

picked up by mistake

so everything's been booked everything's

finalized we've just got our booking

from the airline

and now the passports come walkies

will kyle find his passport or is it

game over for this intrepid backpacker

so i don't know if it's just falling

down will agent marbouba

convince a passenger that she's been

scammed it's a fake ticket man

someone has edited it and what will

kumar

make of this rich discovery so mayonna

why are you bringing so much of currency

[Music]

at changi airport there's approximately

one flight every 90 seconds

but kyle isn't on one yet

he's trying to get to bali to party with

friends

terminal 2 in the world's best airport

is not where he wants to be

unable to board a plane to bali without

an onward bound ticket

this free spirit lacks the means to

purchase one

his sister has bailed him out and paid

for a ticket

but now his passport has gone walkabout

terry can you check with the lady if she

accidentally picked up her passport

the passport was yeah she was standing i

think it could fit through that

i think i didn't take it

thank you

thank you here's this passport and he

has his itinerary

please give it all kyle needs to do now

is not lose his passport and wait

at changi's customer service desks there

is a never-ending stream of passengers

with problems

and sometimes the agents have to deliver

bad news

at terminal 2 arrivals a mother and

daughter have approached agent mabuba

the daughter has come to meet her fiance

for the first time

okay

but she's received a call from customs

to say that her fiance has been detained

for carrying excess cash into singapore

you have been in the airport since

afternoon

and she needs to pay a fine of 15 000

into his bank account

to release him

has heard it all before but goes ahead

and calls customs

hi good afternoon sir there are two

ladies here looking out for this

passenger george haley

he has probably landed this afternoon by

malaysia airlines mh603 so what they are

telling me

is they received a phone call today from

ica one of the officer has called them

and told them that uh he was being held

up at the ica because he was taking

excess amount of cash

Transcript

in this show

changi's airport emergency services face

the ultimate test

baggage detection are on alert for

security threats

[Music]

and illegal stashes and missed flights

leave passengers stranded

at the airport after that when they go

to cambodia they told me

this is singapore

where the old world meets new metropolis

at its heart is this changi airport

singapore's jewel in the crown

[Music]

with unprecedented access we go inside

changi

voted world's best airport to find out

what makes it tick

it's lightning in right now

for passengers it's an oasis of peace

and calm

but for the forty thousand staff who

keep it that way

but you see it can be anything but

i've had nightmares the electrical for

the aircraft is not working anymore

where's the engineer it doesn't work

really i'm going to cry man

[Music]

with two runways and three terminals

changi is one of the world's busiest

airports

with a thousand flights a day and 55

million passengers a year

its 40 000 staff work round the clock to

please

in this airport efficiency is king

as is service with a smile

[Music]

the immigration and checkpoints

authority safeguards singapore's borders

this airport has security systems to

rival the world's top

banks it's the ica's job

to make sure that the movement of people

and goods is legitimate and lawful

at terminal 2's baggage collection it's

the morning shift for immigration

officer kumar

and his team of officers in the baggage

detection united

as they make ready to search all who

enter here

common detections uh flick knives night

stakes

uh handcuffs batons

knuckle dusters all this is under

singapore police force more of a

security threat apart from that under

health science authority

sex enhancement pills slimming pills and

large quantity for commercial use

that is also a main concern and yeah

now another right significant rise is

vape

or electronic cigarettes

every officer has a role to play as they

confront any would-be smugglers

in an intricate game of looks

signals you all have anything to declare

with y'all and charm offensive

you're arriving from he's going to save

from custom

australia just engaging with small

checks

helps a lot that few seconds we will be

able to

find out whether are they giving me any

kind of telltale indicators

do you have a knife you go back oh yes

in singapore knives are either

prohibited

or restricted depending on their type

and design

okay this is fine while kumar takes care

of business on the front line

another team are getting match fit on

the tarmac

[Applause]

but these men aren't here for fun they

are the airport emergency services

at any given moment they are ready for

action

action they hope they won't have to take

these are the airport's dedicated

firefighters

[Music]

watched over by operations commander

alexander

it's a huge responsibility after all you

know

the safety and the lives of passengers

are in our hands i think the hardest

part of this job is making sure that

myself and my guys are ready

and are prepared to handle a crash

changi has three fire stations by the

runways

and a fourth on the coast

so the guys at the sea rescue base are

also under my charge

and today i am going to conduct

my routine inspection on them and check

on them make sure everything is in place

everything is in order

the training is being conducted and

conducted properly

please advise our location of emergency

over

training is a way of life for all fire

officers at all stations potential one

over rescue

leaving base now proceeding to crash

location

they're in constant preparation for any

worst case scenario

we arrive at the crash site there is

immediate visual of two casualties

straight away surface rescuers down to

proceed with the rescue

singapore is surrounded by territorial

waters so

in the event if an aircraft were to land

short of the runway

and ditches into the sea the resources

here at the sea rescue base

will turn out and they will carry out

firefighting and rescue out at sea

whilst his officers keep watch at the

coast 24 7

most of the action takes place at other

stations

fire station 2's latest recruit is 23

year old scheifel

before i came here i'm a bit nervous

because i don't know how is it like

going to be at a station

but after i came here yeah i need to

learn a lot of things

on the station routine mostly equipment

wise

[Applause]

for alexander it's a stressful time of

year

yo wendy how's the preparation for

coming along

bobcat is code for aircraft crash

exercise

as commander he'll be under the

microscope

yeah okay can i see you are coming okay

let them know okay thanks for being here

[Music]

the fire service has 180 offices on

shift

at any one time across terminals and

runways

to keep his men on their toes alexander

carries out reaction tests often

once triggered they have between 15 and

20 seconds to drop whatever they're

doing

leap into vehicles suit up and exit the

station

can you activate reaction test now

thanks okay sir i'll move up to the

direction test now

ah

success for now and alexander can rest

easy

inside terminal 2 changi's customer

service teams

known locally as changi's experience

agents are at full stretch

as they man 15 stations across three

terminals

and patrol the airport both ends

at the center this army of helpers

tackle passenger problems

big and small today

agent nina has a british backpacker who

needs help

this is kyle it's his first time in asia

um i arrived at one o'clock so i came

from phuket and it's just meant to be a

connecting flight to bali

he's been rejected from his flight to

bali because he doesn't have an onward

bound ticket

to make matters worse kyle doesn't have

enough cash to pay for a flight

and he no longer has his credit card

options

all i can do is pay for things online

which i've tried to do and

they have lent me their tablet which is

very helpful but

for some reason or another it's just not

registering even though i've used the

same bank cards

to book flights and travel what have you

um over the last six months

and so all i can do is just

try and contact home and just say to my

sister

bitcoin and you can take the money back

kind of thing

is she online no she's at work in the uk

it's probably about 8 30 but you already

missed your current flight they gave me

until 2 50.

it's now 2 49.

you have your sister's number yep

it's not successful we'll try again

so basically trying to call my sister

back in jersey

who's currently at work it's nine

o'clock in the morning and she's not

gonna be happy

so you get me a flight and get me out of

singapore basically

yeah meanwhile the baggage detection

unit

are eyeballing passengers entering

singapore

but nothing gets past kumar who has a

hunch that a passenger who has declared

three packs of tobacco

is hiding something

but now they've found a fourth

this man may wish he'd given up smoking

earlier

kumar's team has also found an

electronic cigarette or vape

[Applause]

i found a few more packets including the

electronic secret

yep for the cigarettes or rather

the loose tobacco it's more of a revenue

concern it's under singapore customs

which i'm going to deal with them later

and

for the vape it'll be more like a

seizure it will detain the item on

behalf of our

alzheimer's authority

yeah it's a nice looking one but

unfortunately it's

not a lot here will changi's agents get

this confused passenger on a flight

you're going to manila okay this

philippine airlines not sri lankan air

will kyle reach his sister or stay

stranded without cash at the airport

you have your sister's number yep

and what will kumar and his team make of

this suspicious metal object

are you working here

[Music]

airport precision efficiency

and customer service rule

voted world's best airport by passengers

its three terminals serve over 100

airlines

and connect to 320 cities

but kyle a british backpacker can't

afford to fly

to any of them he was rejected from his

flight to bali

because he did not have an onward bound

ticket you have your sister's number

yeah with next to no cash and no credit

card

he's stranded and desperate to get in

touch with his sister for help

ah just got a text off her so that's the

phone number that's

area code nevertheless

ah it's ringing thank you

hello where are you i thought you would

work

right is it oh it's only eight o'clock

back home

she's in she's just gonna play um i'm in

singapore right now

lovely airport book some sort of flight

and then transfer it from my account to

yours

i don't know whether just to go to ours

cheers thanks very much so she can

transfer over to cash

um yeah well she's going to try and just

book me a flight

i'm thinking just to go straight to

australia now instead of barley

this one right

thank you

hey how's it going i'm getting what

it's a weird thing to hear but yeah

let's do this um so

we're just checking flights in a minute

and funnily enough one came up to

brisbane

but it was um one changeover in bali

thanks very much cheers bye

you got it so close but that's also a

problem you get to go to bali

depending i get a confirmation

in the farthest corner of changi airport

it's a busy day

for the animal and plant quarantine

station

here the hard-working team of vets and

trained officers

work round the clock to keep singapore

safe from epidemics

pests and diseases

jan is waiting for a batch of resources

arriving from new zealand

our horses are can be quite dangerous

animals are huge animals

any wrong move if they kick it can cause

serious injuries in the people around

them

and i also have to take care of myself

of course because i'm doing the checks

one mistake and these spooked animals

will make a bid for freedom

[Applause]

with a kick that can kill pulling

prodding and scanning

is not for the faint-hearted

the team will have to hold their nerve

[Music]

when i was new at this i was scared now

as long as you know where to stand

where to go how to move how the horses

respond i think you should get used to

this

i've written down the microchip number

this horse

is a little bit spooked out

once one one horse gets anxious the rest

will also get anxious

[Music]

oh there you go oh this looks like a

skin abrasion

um so it should heal up actually 12

racehorses

are good to go after 14 days of

quarantine

they will cross the border and become

singapore's welcome guests

[Music]

in terminal 2 arrivals kyle has news

from his sister in the uk

who is trying to help him get out of

singapore

my sister's currently trying to book my

flight back in the uk

it just happens to be the same website

that i try to do it on last time and

she's getting the same message as i

am just saying that it was not

successful and tickets could not be

issued

she's going to try and call them but

obviously she's at work so i'm just

saying if you have to wait a couple of

hours until your lunch break

so i don't want to get in any trouble

back at work

it seems that kyle is now trapped in the

world's best airport

operations commander alexander is a man

with a plan

today this airport will stage a plane

crash

with casualties real fire and real

people

he will need brains as well as brawn to

pull this off

what we're going to test the main

objective is actually to set up rs

within six minutes

as well as to receive the casualty as

well as the report to report to the deo

in charge

the two objectives i want to see is

timing for the rrs setup

and then casualty management because

during cpt

if these two things we don't fulfill we

were sure

yeah definitely it was surely penalized

okay so this is something

okay okay okay

elsewhere scheifel is also being put

through his paces

this is pump to pump connecting two

tanks from two fire trucks together

to boost the water supply

all drills hurt this one hurts more

water no one three wide turn down come

in we need to keep

our fitness up to the standard

scheifel may be fit but the going is

tough

and tonight it's going to get tougher

[Applause]

every day passengers bring 120 000 bags

through this airport

and every day security teams check

scan and search for illegal or dangerous

contraband

kumar's team have detected a suspicious

object at terminal 2.

there's some metallic gems item found in

his luggage

upon the x-ray machine you put your back

there

i know

the traveler claims is used more for

industrial purposes for cutting

machineries metal items

but we are just a bit curious why is it

hidden

come here work huh are you working here

yeah attending

training yeah okay ken you have claimed

that

it's for his work purpose is to

so it doesn't pose any security threat

so we are giving back to him in a region

where many languages are spoken

communication can be slow going but to

protect and secure singapore's borders

is kamar's sole concern have you taken

all your items

okay initially he was a bit tense and

nervous because of

firstly firstly we are being mindful

more is because of the language barrier

no that was a language barrier he

couldn't communicate well however he was

able to answer

the simple questions why what's the his

entry for

and how long is his stay intended stay

in singapore and

his accumulation he was very um

confident with his answers and we are

satisfied

so access our assessment on the whole

fact

it's clean

meanwhile at terminal 3 agent jr has a

tricky number on his hands

i'll try don't worry this passenger

might have had one drink too many

he can't find his way to the gate they

came from mitch airlines

i feel like an airline joining which

airlines

you're going to manila okay this is

philippine airlines not sri lankan air

okay

you go yeah i understand you see that

one skytrain to t1 yes

transferred d to get your boarding pass

hurry up okay

sir you take this train

and then you go to terminal one terminal

one you go to transfer

d delta okay transfer d philippine

airlines counter

okay thanks thank you

at check-in terminal 3 officer grace has

a baggage problem of a different kind

400 of excess weight and a passenger

who doesn't want to pay for it i go from

incheon to beijing and from beijing

back to the united states but today

you're just going up to incheon yeah

it came out like this the confirmation

is

the thing is i booked it all through

united i'm getting like united points

for this it's not an ashana thing so

i mean i just don't understand if i

brought three bags in right

what do you want me to do with the other

two bags when i leave i don't live in

singapore

that doesn't make any sense

this passenger can't understand why the

airline wants to charge her for the

extra 23 kilos

when she flew the first leg of her

journey from america to singapore

without paying a single cent it's not a

peace concept because you're not

traveling to the states

so we're going by a weight concept this

time because you're traveling only up to

incheon

what am i supposed to do with the other

two bags it doesn't matter how many bags

you check in them you can check in five

bags you can check in six bags but the

weight has to be there

so uh for your gold status um economy is

20 at

arsenal's additional three and then the

gold status will give you additional 20.

so you're allowed to check in for 43.

and then you want me to carry on 20 then

i mean because right now i have 60.

correct just make sure that there's no

liquid in the one that your hand carries

yeah that's the liquid gels

i think i have liquid in here so helen's

plan is to transfer 20 kilos of excess

weight

to her hand luggage to avoid the penalty

give me one second i have never done

this before because

usually i am a platinum status on united

and i don't need to do this

she's determined to make this work

okay does this make it can you come and

check this see if this works

okay that works okay it's looking good

i hope i am i'm just trying to close it

now

i'm going to sit on it i hope it doesn't

rip

back at arrivals terminal 2 kyle's on

the phone to his sister

perfect um yeah they're they're really

helpful they said that they'll print it

out for me here

cheers thanks very much she's booked two

flights for me one

going to bali tomorrow and then the next

one she's booked me a flight to brisbane

on the 16th of october

but yeah it seems everything's sorted so

that's a massive release

thank you very much for your help

welcome here i'll just like leave a note

for them

okay i'll just log out of this it's the

end of nina's shift

and after a missed flight and lots of

waiting around

it looks like kyle's finally back in the

game i don't know if it's just been

picked up by mistake

so everything's been booked everything's

finalized we've just got our booking

from the airline

and now the passports come walkies

will kyle find his passport or is it

game over for this intrepid backpacker

so i don't know if it's just falling

down will agent marbouba

convince a passenger that she's been

scammed it's a fake ticket man

someone has edited it and what will

kumar

make of this rich discovery so mayonna

why are you bringing so much of currency

[Music]

at changi airport there's approximately

one flight every 90 seconds

but kyle isn't on one yet

he's trying to get to bali to party with

friends

terminal 2 in the world's best airport

is not where he wants to be

unable to board a plane to bali without

an onward bound ticket

this free spirit lacks the means to

purchase one

his sister has bailed him out and paid

for a ticket

but now his passport has gone walkabout

terry can you check with the lady if she

accidentally picked up her passport

the passport was yeah she was standing i

think it could fit through that

i think i didn't take it

thank you

thank you here's this passport and he

has his itinerary

please give it all kyle needs to do now

is not lose his passport and wait

at changi's customer service desks there

is a never-ending stream of passengers

with problems

and sometimes the agents have to deliver

bad news

at terminal 2 arrivals a mother and

daughter have approached agent mabuba

the daughter has come to meet her fiance

for the first time

okay

but she's received a call from customs

to say that her fiance has been detained

for carrying excess cash into singapore

you have been in the airport since

afternoon

and she needs to pay a fine of 15 000

into his bank account

to release him

has heard it all before but goes ahead

and calls customs

hi good afternoon sir there are two

ladies here looking out for this

passenger george haley

he has probably landed this afternoon by

malaysia airlines mh603 so what they are

telling me

is they received a phone call today from

ica one of the officer has called them

and told them that uh he was being held

up at the ica because he was taking

excess amount of cash