Originally Posted by orbitmic

I'm sure 13901 can explain better than me, but my understanding is that queries always go to back office, never to front facing officers. I also don't think there ever is any instance in any large airport, even in the most dysfunctional systems, in which only front facing officers man desks with noone in the back office. The whole point is that front office staff may have queries, need back office colleagues to do checks, etc. Of course there may be cases when all back office people are busy, and this may well be what happened when CX couldn't get through, but why would we start from the assumption it would "necessarily" have been the case and failed.