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A lot of these perceived cost savings are 2 steps forward, and 3 steps back. A good example is the QANTAS self checkins. Apparently they need more staff with this idea to sort out issues and explain the deal than the old fashioned way. It may pay off over time - but certainly is costing more...

Some-one as to manage and deal with all the issues and spinnoffs as a result of outsourcing OS and the difference in communication. These jobs & responsibilities can never be moved offshore!