Arlanda airport - again but this time terminal 2

Amazing - I thought the customer handling at terminal 5 was an exception but NOOOO, yesterday a new episode occurred.
Terminal 2, Taxfree, 2 people in line (otherwise almost emply store), no one at the cash register. 1 girl helping a customer, 1 girl packing up goods and 1 girl putting on mascara. She saw person number 1 in line, kept putting on mascara, saw person number 2 in line, kep putting on mascara (public mirror next to the make up shelves).
I had found some wonderful champagne with an even more wonderful price! I was number 3 in line.
The girl unpacking looked up and started for the cash register. NO! Screamed the mascara girl - I GOT IT! Great I thought, now maybe I can pay and get on my way.
Person number 1 in line...he got the most of her irritation and hurried off not even taking a plastic bag - we apparently disturbed her mascara party. Person number 2 looked around and decided to not buy anything and just left. I do not blame him.
With the champagne to that price, I could not afford not buying 3 bottles. So I took one step closer, both hands full of stuff and a bag between my feet.
"PASS" she screamed. Pass??? Should I pass. So I walked by her to the next empty register. "STOP" came out of her. "You pay HERE!"
I could not help myself - the game was on! I told her to make up her mind - either I pass or I stop. She answered that there were others in line and that if I wanted the champagne I needed to pay. "But you said PASS" I commented. I was told that if I had flown more often I would understand that PASS (in her screaming voice) meant boarding pass. Oh! Thank you for clearing that up for me, I answered. Idiot I thought.
I let all my stuff go, found my boarding pass and put it between the champagne bottles on the circular belt. She looked at me and told me that that was the wrong place and that I should always put the boarding pass on the counter.
I did as I was told. Then I had to pay but before paying I had to decided currency on the screen. I asked her what the rate was. She answered the price in SEK and NOK. Once again, I asked the currency rate. This was it - I was in trouble. "There are people in line behind you" she informed me. I looked behind me and the poor number 2 man stood smiling, enjoying the show. He knew exactly what was going on. Other than him, there was no one in sight. He just looked at meand said - "Take your time".
I decided to pay in SEK. Took my "PASS" and started to pack the champagne bottles. Poos number 2 man was next. This time he just smiled and said "here is my PASS".

Why is it that some just do not undertand service and what it means? The customer should never have to feel dictated to or screamed at - then there is something very wrong.