Originally Posted by
eternaltransit
I think it's more towards 90%/10%, but half of those 10% take up 90% of the time of staff - and incidentally I think force even the most professional staff to stop going the extra mile / engaging in "common sense" - i.e. using their full discretion to help out.
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The problem is that these issues take even longer to resolve because most check-in staff not at the hub are outsourced agents who work for multiple airlines, who literally do not care at all if you travel with the airline or not.
Worse is that outstation agents who are performing under contract and aren't employees of the airline, are that they often have little to no authority for anything other than basic functions (regardless of whether they care or not). Generally there is one actual airline employee supervising these contract agents who has any real authority ability to deal with such matters, and for some but not all airlines they'll generally keep their distance from pax anyway.
As you highlight, a lot of issues seem to be over lounge access (and abuse there of) and really there's no pity for such chancers (I'm not offended if someone asks the question, but it's scorn only for those who already know or are well aware that there's no access but try and push away, as if it will make a difference).
My worst pax annoyance at check-in is those with overweight bags for check-in who then will attempt to repack at the check-in station holding everyone up instead of doing the right thing and moving aside while they pack (especially as nearly all agents will not required them to go to the back of the line, but deal with them once they are done packaging and the agent is free again).