When I started this blog, I was all about airside. I was an aerodrome inspector, after all, and for me, it was all about the planes. Then I went and got a job running an airport and I had to start worrying about that other category of customer, passengers. Generally, our airport operates smoothly. We have a very high percentage of routine travellers who know the drill and probably even know the staff. Actually, now that I think about it, that could lead to complacency if we are not careful.