Airport helpline shut down because of verbal abuse

To quote from a BBC report:

Edinburgh Airport has suspended its customer helpline to “protect staff” from verbal abuse from passengers whose luggage is missing.

The airport said removing the phone line would allow teams to work through a backlog of queries.

I wonder if that means that there is no dedicated helpline staff, and that the ones answering the helpline are the same ones clearing the backlog.  But then, the report also says this:

Edinburgh Airport said responsibility for passenger baggage falls to airlines and their handling agents.