It s a complex problem.
All large companies, banks but airlines too have managed to hide their management from their customers. I guess it is done for efficiency reasons but leads to enormous frustration with the customers when things go wrong.
Staff training is cut to the bone, leading staff to being unable to deal properly with complaints (time constraints too, due efficiency drives). Many clients would be more helped by a "don t know" answer than a false answer when delays occur.
Subcontracting too makes the system less transparent.
I am not trying to justify the anger and abuse by pax. it is unacceptable and is due to norms and values having changed. But they have changed (in this example)in no small way by the problem of anonymity as described before.
Both ground staff and crew should (be allowed to) take time to investigate the true cause of the delay and take time to explain it to the pax until an information SYSTEM is in place
