DOES THE AIRLINE HAVE TO ORGANISE THIS WITH THE AIRPORT? (In my case Shanghai Pudong)

Thanks Jay from Canada for help to my previous question. Now another quite important one...IS IT INDEED UP TO THE AIRLINE to sort this out on our behalf? Because I just called KLM and they didn't know anything about it and essentially "fobbed me off" to the Embassy....are they the ones who have to accept responsibilty for contacting the airport ahead of arrival etc?