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Heathrow strike crisis: Will technology help or hinder?
Workers won't warm to improving swipe card technology but industry says 'Get used to it...'

By Will Sturgeon

Published: Monday 21 July 2003

The increasing implementation of Big Brother-style technologies suffered a high-profile set-back this week with the walk out of British Airways check-in staff at Heathrow Airport.

Staff were angered by the roll out of swipe cards which effectively enable bosses to monitor their comings and goings and effectively re-introduced the practice of clocking-on and clocking-off.

However, Simon Perry, VP security strategy at Computer Associates, who last week unveiled its own controversial staff-monitoring technology said the most surprising thing about the Heathrow situation is that these technologies weren't already being used.

"Welcome to the nineties, guys," he said. "I'm surprised that parts of Heathrow are only just implementing this kind of security," he added, alluding to the increased security which has become standard at most airports in recent years.

It is believed that the action at Heathrow is down to a combination of factors, of which the swipe card issue is just the final straw. Workers were concerned about the impact the system would have on working hours and flexible working.

Perry admitted this kind of reaction is not uncommon.

"I think there is real fear of change where new technologies are concerned," he said. "But there is a lesson to be learned here about how organisations can miss an opportunity to educate staff about the benefits of technology.

"We need to educate people about the positive and the negative effects of security."

Perry made specific mention of the risks which airline workers face, most notably from terrorism, and stressed the part that smart monitoring systems can play in reducing that risk. However, for their part companies need to ensure staff get that message, rather than being left to dwell on fears that their bosses are trying to re-invent the clocking-in system or crack down on tardiness and absenteeism.

Around 100,000 travellers and holidaymakers were left stranded at the world's busiest international airport by the unofficial action over the weekend.

The Transport and General Workers Union, which is now involved in resolving the dispute, was unavailable for comment at this time.