Pax milling about at BHX
Wouln't have happened in the days of Bill the Coach and The Coach Company.
Alyhough based at MAN, all staff had airside passes and always met the pax from the aircraft and escorted them through baggage and to the waiting coaches.
I have seen staff dispatched to busy trouble spots such as BHX and EMA when lots of divs were expected in order to do the same thing.
They had flight following software in the office in order to "watch" what was going on in real time once given the heads up by a client and often told their ops that Flt xxx had diverted to xyz airport before they knew themselves.
I don't know if there is an equivalent still operating but the industry needs a dedicated, professional outfit such as The Coach Company was in order to understand the indusrt needs and not leave passengers just milling around waiting for someone to tell them where to go.
Doc C