In this final episode we're in the company's main control room with operations manager, and rugby enthusiast, Kevin McKenzie. He reveals how the airline manages the challenges of operating out of the world's most congested airport, and deals with the knock-on effects of some passengers actions - from panic attacks before take-off to suspicious items discovered in luggage. We follow the training of the airline's first intake of cadet pilots since the downturn in air travel after 9/11- each cadet has to pay £84,000 for the 18-month course, so failure would be expensive. And through some of the company's 40,000 staff, including ex-Harrods manager David Page, we explore what makes BA such a Very British Airline.