Further, as we have discussed in here before, at many outstations, the Check-in Agent, the Gate Agent and the Cabin Crew are all reporting to (not just) different managers but to different companies! So 'passing the buck' is very important. For the CC, they will never be able to get Feedback to the Check-in Agent and the Gate Agent is the other end of the jet-way - or - at the other end of a bus ride.
So we have a process sequence that is chopped up into:
- Check-in Agent
- Security / Search
- Gate Agent
- Cabin Crew
ALL with different priorities / managers / employers. So you can see why so many pax just barge through and try their luck. For 99.9% of the time - it works. Consequently, the one time that it does not work is seen as a 100% failure. Which, in customer service terms it is but no one is going to reverse 30 years of outsourcing, cost cutting and shareholder 'value'.