[SusanR]

There don't seem to be enough employees in the terminal. So you have overworked, exhausted agents facing off against exhausted, frustrated, enraged customers (who have shelled out $$$ for the privilege of flying on their airline and have been listening to relentless "we're known for our courtesy" "our customers are #1" etc messages all day). ADD SOME MORE EMPLOYEES. Someone with a computer pad could be helping people milling around aimlessly looking in vain for a little help. Of course you might need more than one of those because the poor ******* would be swamped like a scene from Suddenly Last Summer, but still. Just a thought.