Casey remembered the first image on the videotape: a man walking up the path, away from a Chinese village, with the child on his shoulder.
"You're right," she said, impressed.
Now there was a tweeting sound-some sort of birdcall. "Hold on, hold on," Ziegler said, punching buttons. The tweet replayed, again and again, the beads jumping on the string. "Huh," Ziegler said finally. "Not in the database. Foreign locale?"
"China."
"Oh well. I can't do everything."
The footsteps continued. There was the sound of wind. On the tape, a male voice said, "She's fallen asleep…"
Ziegler said, "American, height five-nine to six-two, mid thirties."
She nodded, impressed again.
He pushed a button, and one of the monitors showed the video image, the man walking up the path. The tape froze. "Okay," Ziegler said. "So what am I doing here?"
Casey said, "The last nine minutes of tape were shot on Flight 545. This camera recorded the whole incident."
"Really," Ziegler said, rubbing his hands together. "That should be interesting."
"I want to know what you can tell me about unusual sounds in the moments just prior to the event. I have a question about-"
"Don't tell me," he said, holding up his hand. "I don't want to know. I want to take a clean look."
"When can you have something?"
'Twenty hours." Ziegler looked at his watch. 'Tomorrow afternoon."
"Okay. And Jay? I'd appreciate if you'd keep this tape to yourself."
Ziegler looked at her blankly. "What tape?" he said.
QA
6:10 P.M.
Casey was back at her desk a little after 6 p.m. There were more telexes waiting for her.
FROM: S. NIETO, FSR VANC TO: C. SINGLETON, QA/IRT
F/O ZAN PING AT VANC GEN HOSPITAL FOLLOWING COMPLICATIONS FROM SURGERY REPORTED UNCONSCIOUS BUT STABLE. CARRIER REP MIKE LEE WAS AT THE HOSPITAL TODAY. I WILL TRY TO SEE F/O TOMORROW TO VERIFY HIS CONDITION AND INTERVIEW HIM IF POSSIBLE.
"Norma," she called, "remind me to call Vancouver tomorrow morning."
"I'll make a note," she said. "By the way, you got this." She handed Casey a fax.
The single sheet appeared to be a page from an in-flight magazine. The top read: "Employee of the Month," followed by an inky, unreadable photograph.
Underneath the photo was a caption: "Captain John Zhen Chang, Senior Pilot for Transpacific Airlines, is our employee of the month. Captain Chang's father was a pilot, and John himself has flown for twenty years, seven of those with Transpacific. When not in the cockpit, Captain Chang enjoys biking and golf. Here he relaxes on the beach at Lantan Island with his wife, Soon, and his children, Erica and Tom."
Casey frowned. "What's this?"
"Beats me," Norrna said.
"Where'd it come from?" There was a phone number at the top of the page, but no name.
"A copy shop on La Tijera," Norma said.
"Near the airport," Casey said.
"Yes. It's a busy place, they had no idea who sent it."
Casey stared at the photo. "It's from an in-flight magazine?'
"TransPacific's. But not this month. They pulled the contents of the seat pockets-you know, passenger announcements, safety cards, barf bags, monthly magazine-and sent it over. But that page isn't in the magazine."
"Can we get back copies?"
"I'm working on it," she said.
"I'd like to get a better look at this picture," Casey said.
"I figured," Norma said.
She went back to the other papers on her desk.
FROM: T. Korman, PROD SUPPORT TO: C. Singleton, QA/IRT
We have finalized the design parameters of the N-22 Virtual Heads-Up Display (VHUD) for use by ground personnel at domestic and foreign repair stations. The CD-ROM player now clips to the belt, and the goggles have been reduced in weight. The VHUD allows maintenance personnel to scroll Maintenance Manuals 12A/102-12 A/406, including diagrams and parts cutaways. Preliminary articles will be distributed for comments tomorrow. Production will begin 5/1.
This Virtual Heads-Up Display was part of Norton's ongoing effort to help the customers improve maintenance. Airframe manufacturers had long recognized that the majority of operational problems were caused by bad maintenance. In general, a properly maintained commercial aircraft would run for decades; some of the old Norton N-5s were sixty years old and still in service. On the other hand, an improperly maintained aircraft could get in trouble - or crash - within minutes.
Under financial pressure from deregulation, the airlines were cutting personnel, including maintenance personnel. And they were shortening the turnaround time between cycles; time on the ground had in some cases gone from two hours to less than twenty minutes. All this put intense pressure on maintenance crews. Norton, like Boeing and Douglas, saw it as in their interest to help crews work more effectively. That was why the Virtual Heads-Up Display, which projected the repair manuals on the inside of a set of glasses for maintenance people, was so important.
She went on.
Next she saw the weekly summary of parts failures, compiled to enable the FAA to track parts problems more carefully. None of the failures in the previous week was serious. An engine compressor stalled; an engine EOT indicator failed; an oil filter clog light illuminated incorrectly; a fuel heat indicator went on erroneously.
Then there were more IRT follow-up reports from past incidents. Product Support checked all incident aircraft every two weeks for the next six months, to make sure that the assessment of the Incident Review Team had been accurate, and that the aircraft was not experiencing further trouble. Then they issued a summary report, like the one she now saw on her desk:
PRIVILEGED INFORMATION - FOR INTERNAL USE ONLY
report No: IRT-8-2776 today's date: 08 April
modeclass="underline" N-20 incident date: 04 March
operator: Jet Atlantic fuselage No: 1280
NFA reported by: J. Ramones location: PS Portugal
FSR
reference: a) AVN-SVC-08774/ADH
Subject:
It was reported that during takeoff roll the "Wheel Not Turning" alert came on and the flight crew aborted the takeoff. The nose landing gear (NLG) tires blew and there was a fire in the wheel well which was extinguished by fire trucks on the ground. Passengers and flight crew exited via evacuation slides. No reported injuries.
Inspection of the aircraft revealed the following damage:
1. Both flaps sustained significant damage.
2. The Number 1 engine sustained heavy soot damage.
3. The inboard flap hinge fairing sustained minor damage.
4. The Number 2 wheel was flat spotted with approximately 30 percent missing. There was no damage to NLG axle or piston.
Review of human factors revealed the following:
1. Flight deck procedures require added carrier scrutiny.
2. Foreign repair procedures require added carrier scrutiny.
The aircraft is in the process of being repaired. Internal procedures are being reviewed by the carrier.
David Levine
Technical Integration
Product Support
Norton Aircraft Company
Burbank,CA
Summary reports were always diplomatic; in this incident, she knew, ground maintenance had been so inept that the nose wheel locked on takeoff, blowing the tires, causing what was very nearly a serious incident. But the report didn't say that; you had to read between the lines. The problem lay with the carrier, but the carrier was also the customer-and it was bad form to knock the customer.