It has happened yet again. Airline security has been breached, and it had nothing to do with the passengers. The latest case of airline security breakdown has occurred overseas to an airline called JetStar.
The airline worker was caught on video as he was opening passenger bags in the luggage holds of an airliner that was about to depart. He was stealing the contents. The airline upon seeing the video vowed a full investigation. A spokesperson said in part:
“We have launched an immediate investigation and will work with Airports of Thailand, our ground handler BAGS and our local security company to ensure the security of our customers’ property on-board our flights,” the statement continued.
For those of you who might not know, many airlines use subcontractors to provide services. BAGS is one such company. They provide the baggage services for numerous airlines in several airports around the world including the United States. As I watched the video of the employee stealing, it occurred to me that he could almost as easily be putting something into a bag. Breaches of Airline Security is serious and not to be taken lightly.
Airline Security – Subcontractor Era
Many airlines not only subcontract for baggage handling services, but certainly for cleaning, aircraft repair, food and beverage services, security and other functions. It is understandable. Airlines want to be in the transportation business, they long ago abandoned the concept of being vertically integrated. It is not rare for jet engine maintenance to be done “off-shore.” It is erroneous to believe that airlines are responsible for all of their own repairs.
For the most part, it all works very smoothly, including airline security.
We passengers buy our tickets in various ways, go through airport security, board our aircraft and reach our destinations. We assume (maybe even block out) that everything behind the scenes hums along with precision. We fail to recognize – and what the airlines don’t always want to admit – is that the clock like precision of multiple subcontractors doesn’t always work. In this case, an airline subcontractor, providing airline security or not, stealing from luggage. Is this an isolated incident, or do we fail to believe people when they tell us that something was missing from their luggage.
In order for fraud to exist, there must be an opportunity, need and rationalization. This three-legged “problem” is as true of a baggage handler as it is for the CEO of a major airline. In this case, the baggage handler spotted an opportunity to open bags and steal valuables, his need might have been the need to make money or to get a piece of equipment he couldn’t normally afford, and his rationalization was quite simple; he could get away with it.
After all, once your bag makes it onto the belt behind the counter do you have any idea who sees it or where it goes? I don’t.
The ethical part in all of this is the ethical bond not so much between the airline and its passengers (ethics doesn’t normally come up in commercials!), but between the airline and its various subcontractors including those providing airline security.
We may be told that a theft like this is a very rare occurrence. In truth, we just don’t know. Asking around, several of my fellow travelers have at times felt as though things went missing from their baggage, or that the contents were rearranged. It seems as though we need a code of ethics and it has not been forthcoming.
Why are ethics a frightening concept?
Ethics training among airline employees, airline subcontractors and airline executives have not been mentioned to any great extent. It seems, almost, to evoke fear. “Customer Service” is always played up, played up until the cows come home, but what there really needs to be is more of an emphasis on “Airline Ethics,” and high ethical standards.
I understand the need for TSA and I understand the tight security. I travel way too much to find fault with it. I hope the technology improves to make it faster, but it is essential. I do not hold the airlines accountable for security lines or pat-downs of 95-year-old passengers.
However, I do find great fault with a system of subcontractors that do not seem to hold any great allegiance to the ultimate customer, you or me. I call upon all airlines, domestic or foreign to give as much attention to ethics as they spout about service.
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