We definitely want to see the people who do the job, those who use the technology or are having some of the tasks replaced by technology...they need to be consulted. What often happens is that technology is introduced and no one asks the people who have potentially 30 years of experience in doing the job what it's like to do the job and the challenges that come up and all sorts of things. That being said, those mistakes are embedded into a piece of technology, so when the baggage handling system breaks down or the customer service call lines.... When new technology is introduced, our members aren't consulted, and then the technology breaks and they have to fix it.
Another piece of the puzzle for customer service representatives is that a lot of decisions that airlines make are made in a black box. You go to the counter and you're told that you're on a flight two days from now and it's the only one available. This decision has been made in a black box. Our members don't have anything to do with that decision, but they take the brunt of the frustration and the harassment, and they don't get support from the industry, from their employers, in order to deal with the harassment that is coming at them. That is one additional piece of the puzzle.
I will say that we're not opposed to technological change. We want to work together to get the highest-quality technological change possible to make sure that we can deliver the best service possible.