Is any of this related to the "red coat" crew that seems to appear when an airport is experiencing meltdown? I tend to see them when, for example, the rebooking line is massive and they walk down it with ipads, looking you up and saying things like "you've already been rebooked on fight xxx and gate yyy you should just head down there." It tends to make the lines much smaller. Another case was trying to depart Tahiti when the service was just new. The arrival of our bird was massively delayed. A red coat person appeared and looked us up to see that we had to connect to ORD in SFO and told us our connection had been changed - information that hadn't yet made it to the app- and almost as importantly as it was very hot and crowded that they'd arranged to have the air conditioned Air Tahiti Nui stay open late until our departure.