I made a "gatehouse" some 20 years ago in La Garbage, in the old terminal. Citizens of NY were being a$$haoles to my gate agents, and I also witnessed the same going on at Airtran. So, I picked up the PA and explained the delay and that if they'd turn around and look out the window and explained that THAT was the line for takeoff; that it winded on that taxiway (bravo) around the terminal to the south end of 31, on the other side of the airport to take off on 13. The last airplane was probably number 40. No one was getting anywhere, fast, and that it would do everyone good to be nice and be patient. I used my best Texas drawl, too. Gate agents appreciated it.