If this were AC staff, I'd say there was a miscommunication. The agents thought the passenger was not checked in, and didn't understand he just needed a BP.

But it was contract staff. So who knows. I'm a little surprised they were still at the desk but unable to help. I'd have a lot less sympathy if they had simply been gone, but they weren't.

Sigh.

I had a similar issue at SFO once, but the concierge saved me.