The Committee visited employees working at the counters at OR Tambo International Airport and they highlighted the following challenges: communication problem between frontline staff and the boarding gates, cancellation of flights and delays, overbooking of flights, lack of security for frontline staff (counters), change of sizes of carriers by flight controllers causing challenges to accommodate booked passengers. The customers raised concern regarding flight delays and cancellations, but were happy with the service etiquette of the employees.