You have to keep in mind that it is common in Europe for there to be a ground handling company that handles many airlines, and in some cases one ground handling company who handles all of the airlines at that airport. They are not actual airline employees, and so they have to learn the policies for all of the airlines, which will be different. You may have run into someone who was fairly new.
That's also why LH states you have to report it to them, not the airport staff.
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