Tuesday, August 23, 2005

Human Resources: Qantas to replace check-in staff with machines

Qantas has announced that it will replace up to one hundred counter staff with automated check-in stations, bringing the number of such facilities to 120 around the nation.

This is going to come as a huge surprise to many - I agree with the unions!

Not because of job losses, that's a fact of life. Airlines can only afford to carry paying passengers not salaried passengers. It is the question of security that bothers me.

Presently, self-service is only available to those with carry on bags but the new plan will extend the facility to those with luggage.

For some time, domestic passengers have been required to present photo ID such as drivers licence or passport (although there is no government requirement to do so).

Quickcheck however, allows passengers to verify their booking using the credit card used for payment, a frequent flyer card, or even the booking reference number.

Security experts claim the automated system provides even more security, citing poorly trained and bored staff as weak links in any security system.

Fair point - but not all airport security staff fit into that category. Properly trained and motivated security staff can do certain things an automated check in process can not.

They can read body language.

For more on this story read The World Today interview (ABC) hosted by Eleanor Hall and prepared by Emma Jolliff. The interview features Linda White (Assistant National Secretary of the Australian Services Union) and Dr John Flexman, a security technology expert at Western Australia's Curtin University