Profile: Demetrios, Passenger Experience Manager

Demetrios — one of the most likeable and friendly characters at Heathrow — is back on screen this season. Demi is one of our Passenger Experience Managers, helping to make passenger journeys better and easier along every step of the way.

Q&A: Demi

Here’s how Demi answered our questions — let us know what you’d like to ask in the comments.

Describe yourself in 3 words

Passionate, emotional and happy.

What did you enjoy most about filming?

I enjoyed the company as being a Passenger Experience Manager (PEM) means lots of lone working. The crew give you space to do your job but also have a bit of banter.

What is your favourite moment from a previous series?

Probably in Season 2 when I helped a number of passengers who were affected by flight cancellations due to fog. Situations like this really bring out the best in me and that’s when I can showcase the terminal and Heathrow.

How long have you worked at Heathrow?

22 years.

What is your favourite thing about being a PEM?

The face of a passenger when you help them! And how unpredictable it is – anything can happen as a PEM and that’s the beauty of the job.

What’s the hardest part of your job?

Getting up for work at 02:45 for a 04:30 start!

Why do you like working at Heathrow?

It’s very rewarding – not only the benefits and pay but also helping people every day. I just love what I do and winning ‘World’s Best Airport Terminal’​ in the 2018 Skytrax World Airport Awards really shows we all do.

What has been a particularly memorable moment for you while working at Heathrow?

Being a member of the first operational team in the Terminal 2 project, and opening the terminal with no major issues.

What do you do in your spare time?

Spend time with my family – taking them out for food and picking my kids up from school. I also like to keep my car nice and shiny. Lots of people ask me to do theirs because they’ve seen how good mine looks.