If on the basis airports are a branch of the retail sector, then look at the manner in which large s/markets are removing till operators to be replaced with self service tills, so airports are just using the tech. available in a way to get through flow of the footfall in a given space.
So as the technology is not just avialable but being implemented - self- serve check ins and the like as well as online operations, and soon a 'no operator' security gate with photo recognition software - heaven help the 'older pax' who wants to have the assurance of a human to get them through the system. Or just a 'regular' pax who wants to speak to a person, not a machine...
I have often seen the help given to pax who are either just plain disorientated in an airport or on the other hand are too 'worried' to notice signs or instructions, and hope the airlines will continue to maintiain the manned desks....
I note that loco carriers haven't gone the route yet of self serve in the way mainstream caerriers have - wouldn't it be sight to see pax turn up 5 mins late for check in to be unable to 'speak to an operator' but instead be met with a metal box refusing to issue a pass....and suggesting on screen they contact the help deak - blimey, thats one MOL has missed out on - think of the 'phone revenues!! Fantastic!!
Is the cost of maintaining the technology too high for the locos compared to staff turnover?