Well, due to the climate of today -post 9/11 we can't share all of our secrets.
However, it is a balancing act. One has to be friendly and professional but, very into clock management. It is the little things that can delay a flight. Thank God for computers and the Internet. Things are much easier. And, to those passengers who claim we do not keep them updated on delays; We generally pass along what we receive. Experience has taught us, that peeing in your ear and telling you it is raining is counterproductive. It is just the facts ladies and gentlemen.
We keep in constant contact with operations, the ramp and the ticket counter. There is a reason why there are rules such as thirty minute flight check in times. I love my job. Yes, at times there is high drama and a lot of times high comedy. How about a whole concourse being shut down for almost a half hour because someone's pet got loose and decided to tour the airport! (LOL). The TV
networks and Hollywood have a gold mine of material to produce some dramatic and comedic TV
classics. If I went off topic sorry but, I hope this gives you some insight.