I used to run an airline and know PM quite well. He is passionate about his airline and not many people in his position would turn up at a check in to monitor service in the first place. Understand he also takes flights to check service as well. More power to his elbow for that!
In the same position I would have also hit the roof, in fact when something similar happened to me I tried to speak to the 'supervisor' and he locked himself in his room and wouldn't come out! I am a pussy cat by comparison to PM.
What an airline pays its contractors to do a job properly is irrelevant, if the contractor cant do the job PROPERLY at the price don't do it all.
The airline IS the customer, days off, sickies,snow on the lines etc don't come in to it they are not the airlines problem.
I wasn't there so don't know exactly what happened but it sounds like he achieved his aim in getting things moving and pleased HIS customers by doing so,
Clever man Mr M.