Kate Hawkesby: Why can't we have a functioning airport?

I want to thank Auckland airport shareholders for being vocal on the state of Auckland airport. 

They got grumpy and got into it with the airport at the annual meeting this week. And it's not before time. Issues with delays, queues, bags, lack of service, lack of staff, have been going on far too long and too many travellers have already suffered needlessly.  

The worst time I think was when the airport CEO came out and said 'it's complex'. Well, that's running an airport, isn't it? Of course it's complex, yet airports all over the world, in countries all over the world, way busier and bigger than us manage to do it every day. So why can't we?  

So frustrated shareholders apparently grilled the airport over all the problems, for which the airport and biosecurity officials apologised. But is an apology enough? I'd say no - what we need is action, we need it turned around, we need it fixed. It was reported that 'one shareholder hit out at the airport's inconsistency in service.' They'd called the airport 'an absolute zoo'. Another called it 'an absolute shambles,' and the lack of help, 'disgusting'.  

But in acknowledging the problems and saying they're unacceptable and apologising for them, the airport's still not actually fixing them, are they? I notice whenever we challenge the airport on all these issues and their lack of any decent service, they all run for the hills pointing the finger at each other. 'Oh it's not us it's them. It's not customs, it's bio security, it's not baggage, it's the bridge guys, it's not our fault it's the airlines fault.'  

And yes there are a lot of moving parts - airlines, ground handlers, customs, bio security, and so on... but why can't they cohesively all be overseen in a way that functions? It's not like we haven't had a functioning airport before, so why can't we have it again? What's wrong? What's changed? No one seems to want to be honest enough to say what it is - or bother pinpointing what the problem is.  

I'd hazard a guess it's lack of staff, lack of qualified or decent staff, lack of systems, lack of good management. All of those things can be fixed, but to do that you have to be honest about identifying the problems, and you have to want to fix them. Running around pointing fingers blaming different departments is not going to cut it. 

And as for the airport blaming flight delays, I mean that's just BS quite frankly. Flight delays are nothing new. Airports have dealt with flight delays for as long as planes have been flying. They say their rosters can't cope if the flight changes, then hire more people. Work the rosters in a less regimented fashion. Stop operating on some rigid intransigent unionised schedule. Be flexible - work with all the moving parts you've got. You can't argue it's a place of so many moving parts and then fix it with rigid rostering.  

So I'm not sure how this gets sorted if the powers that be won't actually work with what the problems really are, and try to address them honestly, and with real intent to actually make it better. And maybe that's the crux of it - are the 'powers that be' actually just the wrong people for the job? 

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