There was chaos at Brisbane Airport at the weekend, as passengers joined lengthy check-in queues of 3-400 people.  The Australian Services Union has blamed the problem on staff shortages, and has called on Qantas to deal with the problem.

ASU Branch Secretary Julie Bignell said that Qantas had reduced the number of rostered Check-In positions. This had caused delays and passenger frustration, with Check-In staff being put under stress.

Ms Bignell said:

Airport rage is on the increase as passengers take out their frustration for delays on Check-In Staff.

Our members are not responsible for the understaffing- they are not the cause of the delays.

Qantas has reduced the number of rostered Check-In positions by 23 over the last six months and plan to reduce this by another 16 positions in the next 6 months.

Staff fear that safety will be compromised, passengers will become frustrated and queues will lengthen as jobs are put in jeopardy.

All of this is happening in the shadow of the recent $763m profit announcement from Qantas, increased dividends to shareholders, and million dollar executive bonus payments."

The ASU handed out leaflets to passengers at the weekend, expressing the concerns of staff and apologising for the delays. They also carried out a survey of passengers waiting in line, and have substantial feedback to give to Qantas about passenger reaction to queues.

Ms Bignell continued:

Qantas must not cut corners with passenger safety, or put airport employees at risk of abuse from angry and frustrated passengers, or they will quickly lose their excellent reputation for customer service and safety.

The ASU has asked to meet with Qantas management later this week to discuss the understaffing issue and has sought full consultation with the Company over the changes.

Comments from the ASU passenger survey carried out at the weekend:

I travel 5-6 times per year and this was absolutely the worst experience in 5 years!  Even Charles de Gaulle with a bomb scare did better!  I thought I might switch from CX to QF but I will not!  While other airports become stunningly efficient, Australia is in the dark ages.  Profit seems to be possible for other airlines without totally destroying service.  Sack the well paid morons at the top - not the people who do the work.

Longest wait ever - in 50 years - including overseas terminals.

Shame on Qantas.  Even after making a profit of 700 million they have cut the staff.  Qantas should understand if they cut short the staff on airport there will be long queues, which will end in missing their flights, because people in Australia are not used to having to reach the airport 3 hours before departure.  In fact some economy passengers only come 1 hour before departure.  Those people will definitely miss their flight. Nowhere has Qantas mentioned that "due to 30% staff cuts passengers are requested to arrive 3 hours before departure".  So, any delays or missed flights Qantas has to bear, which will be a 100% loss to QF.  Think.

This is unacceptable - I will not fly Qantas again if this is the case - why would I?  The other lines are shorter and their service is just as good once you are en route.  I will know this for future and will check before I buy a Qantas ticket again.  

Dreadful wait - especially those elderly and with children.  No other queues at other airlines - a good reason NOT to fly Qantas.  Check-In staff very courteous under difficult conditions.

As an American I am accustomed to additional security.  However, with fewer employees the experience is not only longer, but also dangerous.