I’ve seen this at MXP and JNB. People arguing because they’re just 1 or 2 kgs over the allowance. Then either giving in and paying, or taking items out. Then off course they weight the handbaggage so more delay. In front of me recently was a lady with her two kids and 3 bags. 1 at 22kgs and two at 15 kgs. The desk agent was unyielding, supervisor called, then manager and then with an increasingly impatient queue a major repack as she gave in protesting also the scales were incorrect. Incidentally my bag had also gained 2 kgs since arriving so she was probably correct.
In their quest for profits it really is the passenger who suffers.