Originally Posted by sfogate

Red Coats do different things in different cities. At SFO, Red Coats are not part of the actually working staff but watch over the whole area. They may jump in and work a flight or issue a ticket but for the most part they are floating psuedo supervisors. If a customer has any issues that need to be taken care of, Red Coats are called upon to deal with the customer one-on-one so that the agents can continue to work the line.