Air travel is becoming a touchless, self-directed journey, which poses a threat to traditional airport customer service jobs.
Why it matters: Automation and artificial intelligence have long been viewed as a threat to jobs, but the unprecedented disruption that the coronavirus pandemic is posing to the travel industry could have lasting workforce implications.
Where it stands: Self-service kiosks have already replaced jobs traditionally performed by airport or airline staff, such as check-in, security, concessions and immigration. Yes, but: No one wants to use a touchscreen during a pandemic. Many airports are quickly moving toward "touchless" technology using facial recognition, […]
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