Australian travelers are facing long airport queues due to ongoing technical failures in the SmartGates system, despite costs exceeding $120 million. Originally designed to streamline border clearance, the system has instead led to significant delays, particularly in Sydney and Melbourne.
According to The Sydney Morning Herald, the Australian Airports Association has called the situation embarrassing, with CEO Simon Westaway stating, “Bali is a more seamless travel experience than going in and out of Australia.” The system, expected to handle 90% of travelers by 2020, has only processed 57% of inbound passengers.
A major issue is Australia’s unique two-step process, requiring travelers to obtain a ticket from a kiosk before proceeding to a SmartGate. Frequent technical failures, reduced manned processing desks, and poor signage have worsened congestion. In Sydney, queues have stretched for hours, with frustrated passengers comparing the experience to being herded through a pen.
Despite costly contracts with Idemia and Vision-Box—totaling over $160 million—Home Affairs has acknowledged that biometric scanning technology remains inadequate. While countries like Singapore have introduced passport-free clearance, Australia has yet to modernize.
Tourism and industry leaders warn that inefficient processing could deter visitors, especially given Australia’s high travel costs. Calls are growing for the government to reinvest its $1.1 billion passenger movement charge into fixing the system before international arrivals reach a projected 27 million by 2030. “Australia should be right up there globally leading this space,” Westaway said.
Source: The Sydney Morning Herald
