Sydney, Melbourne Airports find unprecedented ‘solution’ to delays in Smartgates’ rollout

Australia’s biggest gateways have resorted to buying their own Smartgates to help process international arrivals rather than wait for the government to increase the number of e-kiosks.

Frustrated by government delays in the rollout of new Border Force smartgates, Australia’s biggest international gateways have resorted to buying their own e-kiosks to help alleviate massive queues of overseas arrivals.

Normally a government responsibility, Sydney Airport has purchased 40 new smartgates, eight of which have just been installed with the rest to follow early next year.

First launched in 2007, smartgates use facial recognition technology and e-passports to verify the identity of international travellers arriving in and departing Australia.

Melbourne Airport is also in the process of acquiring 18 more gates in recognition of the fact inbound processing of international arrivals is “a major pain point for passengers”.

“We know passengers are frustrated with the current experience and we’re listening,” said Melbourne Airport chief executive Lorie Argus.

“Our hope is that by Melbourne Airport funding additional kiosks, Border Force can fast-track their delivery to relieve what is currently a poor experience for our passengers. We want this done as quickly as possible.”

Currently, Melbourne’s 18 e-kiosks in the arrivals area could process 2500 passengers per hour, which was about 1000 below requirements in peak periods.

Ms Argus said those kiosks were installed a decade ago, when passenger numbers were more than 50 per cent below what they are now.

“We simply need more Australian Border Force kiosks and we’re willing to pay to get them,” she said.

“Melbourne Airport currently processes close to 70 per cent of Sydney’s international passenger numbers with just 30 per cent of their soon-to-be-installed kiosks.”

Huge queues are a common sight at Sydney and Melbourne Airports where there are not enough Smartgates to efficiently process overseas arrivals. Picture: Supplied

It’s understood Sydney Airport convinced the federal government to change its procurement policy to allow the gateway to order its own smartgates to get around the glacial pace of bureaucracy.

Sydney Airport chief executive Scott Charlton said the eight extra gates now installed at the T1 would boost inbound passenger processing capacity by 640 per hour.

“We applaud the Albanese government for demonstrating flexibility and innovation in how

public assets can be procured, as it allows acceleration of improved services and makes

Sydney more competitive on the global stage,” said Mr Charlton.

“Being early adopters of this approach reflects our commitment to working hand-in-hand with government to deliver outcomes that benefit passengers, the economy, and the broader aviation sector.”

Brisbane Airport appeared unlikely to follow Sydney and Melbourne, with chief executive Gert-Jan de Graaff stressing “border security was and always has been the responsibility of the federal government”.

“Every passenger already pays a $70 passenger movement charge every time they leave the country, money that the government collects specifically for the purpose of funding border costs,” said Mr de Graaff.

“Last year it collected $1.3bn (and) we urge the federal government to spend the money they collect to modernise the border, including enhanced equipment and biometrics.”

ABF commander Belinda Conn said they welcomed the collaboration with industry.

“The Australian Border Force’s priority remains protecting and upholding the nation’s border control, and with increased access to technological enhancements, we hope that traveller’s experiences will be seamless from gate to gate,” said Ms Conn.

“ABF officers will always be on site to assist travellers through the border clearance process.”

In addition to the smartgates conundrum, Melbourne Airport wanted to see the elimination of paper arrival cards.

Passengers on incoming Qantas international flights can now fill out a digital declaration, but the technology was yet to be rolled out to other airlines.

Ms Argus said, ideally, the two-step immigration processing system would ultimately become a single step.

Originally published as Sydney, Melbourne Airports find unprecedented ‘solution’ to delays in Smartgates’ rollout