We cover Nakayama Yumiko (36), an airport ground staff member ranked No. 1 for her customer service skills in Japan's largest airline. Her workplace is Haneda Airport, the biggest international airport in Japan. Providing considerate customer service no matter how small the matter, she's a pro who ensures passengers board their planes safely and on time. With the airline facing its greatest losses yet due to COVID-19, employees must tackle reduced flights, pay cuts and sudden transferals. In this unprecedented crisis, Nakayama strives to provide the best service possible. We follow her unseen story behind the scenes at Haneda Airport.