Adapting to the skies: evolution of qualified personnel in airline operations amid technological advancements

Abstract

PurposeThis study investigates the evolution of skilled personnel in airline operations driven by technological advancements. It aims to elucidate the changing personnel demands necessitated by technological innovations in the ground and flight services.Design/methodology/approachThe impact of technological advancements on aviation services has been broadly outlined. Secondary sources were used to identify the relationship between technology and human resources in aviation and categorize the current situation. However, the main narrative was based on the author’s observations.FindingsThe progression of technology in air transportation has led to a reduction in the number of personnel involved and the time spent on human interactions. Technological advancements in aviation have predominantly affected three crucial domains: back offices, ground services, and flight services. A future trend foresees a substantial shift toward self-service in ground services, contributing to streamlined processes with minimal errors.Practical implicationsAirlines must consider candidates' ability to adapt to technological changes during the hiring process to enhance operational efficiency and customer satisfaction. The current staff should be supported by training programs to facilitate their adaptation to technology.Social implicationsThis study provides a theoretical framework regarding changes in personnel requirements due to technological applications in aviation, the integration of technology into the sector, and the adaptation of current personnel to these technologies.Originality/valueThis perspective resonates with scholars engaged in the realms of aviation and tourism. This study assesses technological progress from both managerial and customer perspectives.