F3G
In the days of paper tickets the information was printed on the coupons in the same format no matter where the ticket was issued, you coild glance at the coupon and within seconds have the information needed to begin the check-in process. With the introduction of e-tkts every printout is in a different format and it is often easier & quicker to ask the passenger where they are flying to rather than wade through pages of hotel,carhire,weather forecast info etc,etc before you get to the flight details.
frontcheck: A very informative (and polite) response.