Hello Dorian:

I wasn't clear enough. I enountered the nasty lady in black at check in for YYZ-ZRH.
She resides right here in the "office" opposite exec. check in at T1.

I am still unclear why she was wearing a black jacket, because she didn't seem to be a VIP or a concierge. She definitely was "in charge" because, when the VIP who wanted to help caught the look in her eyes, her knees started to buckle.

Oh well, I did mean to accentuate the positive that these good people provide most of the time.