I think part of the reason that the staff are confrontational, rude...etc is due to the cameras being there. When the camera turns to some of the desk staff I'm sure I can see the brain-to-mouth filter go u/s and you get this stream of nonsense as they aren't thinking about what they are saying any more.They're thinking about the camera and if their mates will see them on tv (the "hello mum syndrome").
Andy Warhol said that everyone would get their 15 minutes of fame. But then he didn't account for Jeremy (Airport) Spake or Jane (Cruise Ship) McDonald!!!