Like every airline at PVG as far as I am aware, KA/CX use a local groundhandling company (China Eastern I think) to provide ground services. There will be a few managers actually employed by KA/CX but that's all. This is not something KA/CX have a choice about, if I recall correctly. I usually find the staff better than the average at PVG, and often quite proactive about getting me onto an earlier flight for example. Certainly miles ahead of the staff assigned to domestic check-in, which truly can be a zoo.

Queues are normal except in the evenings, though not that long usually. One problem with the J/F lines is that they seem to attract the more demanding people with nonstandard itineraries or problems, which can mean the Y line actually moves faster!