The Home Office was warned about potential failings with passport e-gates 16 months ago amid confusion over who bore responsibility for any technical issues.
that the Government needs to invest in the system and ensure there is “robust digital technology” to avoid similar disruption during the peak travel season.
Over three months in 2019, there were 23 occasions when all e-gates were not working in a single airport space, the report found. The report made a series of recommendations to the Home Office, including to “implement standardised methods for recording complaints at the gates, ensuring that trends can be identified, categorised, and analysed”.John Grant, aviation analyst at OAG, a global travel data provider, said this means there is “not enough oversight from the Home Office about how the system works”., adding: “You would have expected some of the recommendations to have been implemented by now.
Commenting on the report, Mr Grant, from OAG, said: “It doesn’t surprise me that an independent assessment concluded the e-gates system and the organisation [Vision-Box] is struggling to cope with a lack of resources, a lack of investment, a lack of people, and subsequently is increasingly prone to fail.He said problems with e-gates contributed to long queues last summer which ended up snaking around airports in some cases.
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