Nonsensical management behavior

Can someone explain why the kiosk is only "dedicated to staff" and not customers? Why do I need to wait on a long queue after having to explain that I need the panado for a child that I had to leave outside because the store is hot and the child isn't well? The manager didn't seem to be shaken or even have empathy after I told him that I only need to pay for the panado and my sister has the child with waiting outside. It shows that they don't care about customers. He forgets that the money he earns is from us customers who come to the store and even make those small purchases. He told me to go to the queue on the long line when there was no staff at the kiosk. I can't believe such an old man doesn't have a heart. All they (cashier, manager, and even security) said was "only staff members use this till". They made it seem like they would be making me a favour if they allowed me to pay for the panado at the kiosk. I explained a number of times that the child is heating up but they still wanted me to go wait in one of the queues. It's annoying that this mostly happen in urban areas, such nonsense never happens in surbubs. Some managers need to get checked and some cashiers need to go to training as well. They don't have empathy at all.

Thank goodness to one of the ladies that helped pay because she could tell I was frustrated and in panic mode. It's a pity she didn't have her name tag. I'd like to thank her for amazing customer service. The rest need to go back to training, honestly.