Fiona was a receptionist who worked on the front desk of the Rampsbeck Hotel in the Lake District where Maria Sutherland and Liam Connor visited in January 2008. Maria managed to find her way back to the hotel in the darkness after Liam had fallen into a gorge trying to rescue their dog, Ozzy. The Hotel manager promptly phoned Mountain Rescue - reassuring her that it would be an experienced team who would be coming out and he instructed Fiona to phone for a doctor. She ensured Maria was feeling better the next day and was glad to hear that Liam, although still in hospital, was out of danger.

The character's first name of "Fiona" was given in dialogue.