CX categorised their ground staff into many different categories, who usually stay with that category.

In the transfer desk, they are most familiar with what happen on that day. Eg last minute ticket change, re-schedule of on-day flight.

In the ticketing counter (outside restricted area) are familiar with most ticketing issue, like re-booking/re-issue of ticket, that will happen after "today".

In the lounge, they are normal customer service staff, which are not too familiar with everything.