custom airline kiosks are on their way out, and being replaced with the CUSS kiosks. But overall the airline industry is so far behind in tech. The ground staf

custom airline kiosks are on their way out, and being replaced with the CUSS kiosks. But overall the airline industry is so far behind in tech. The ground staff are aren't clueless, they in fact know so much about how to get people onto flights when they can it's almost scary. Paradoxically, their knowledge is largely tribal, so then when things go wrong at the system level, the ground staff probably could work things out, but the computers and the overall system in the background have no information about the current ground state and they prevent crew from making fixes they can see right in front of them.