In Text II, in terms of reference, the boldfaced pronoun
them in “and telling them” (line 4) refers to passengers (line 4).
it in “But it starts with individual responsibility.” (lines 26-27) refers to time (line 24).
them in “for them to be reached” (lines 35-36) refers to controllers (line 32).
they in “they often bounce” (line 53) refers to experts (line 52).
it in “it may not be any easier” (lines 72-73) refers to shift (line 70).