Roger Cato, the managing director of Heathrow.

Roger Cato, the managing director of Heathrow, runs his staff of 3,600 from his stylish headquarters near the airport, the busiest in the world and, in Britain at least, the most profitable, with a turnover of 61 million passengers each year. Cato spends a week with the customer service duty managers, who deal with passengers, to find out what problems they face on a daily basis. Cato has brought builders in to Terminal 1 to cope with increased passengers, but as staff member Marilyn Stock says, "It has been a disaster."How will Cato cope with tired and angry travelers and inadequate signage? And what will he learn to stop Heathrow from descending into chaos?