at no time would any CEO or company head of a massive corp be readily available just to chat with a walk-in without a formal appt.
Although I agree with you and previous posters regarding a CEO being unlikely to be available, a larger corp such as WT will typically have a PR or other official that could meet with and troubleshoot such a request. When a person is upset, they may ask for the top person when they often just want to speak with someone with authority, to hear and understand their concern. A security guard, receptionist, tour guide or junior clerk would not satisfy that request. Even if the person does not possess authority to deal with the specific concern, the complainant should feel satisfied and confident that their issue was received, treated seriously, and will be communicated to the appropriate person(s).
WT was shown to be unconcerned and uncaring to fellow JWs, not showing even common courtesy to at minimum, find out why she traveled there and wanted to meet. The gate guard had advised that someone would greet her if she waited in the 'holding' area indicated, but instead, two stuffed shirts sat in a vehicle and only observed her from a distance. They could have in the least, pulled their vehicle alongside her vehicle or had spoken to her through the fence. Even if they saw cameras, they could have agreed to speak on condition that cameras are not present. Instead, she sat waiting, looking at them watching her for almost 40 minutes until she finally accepted her request would not be fulfilled whereby she decided to leave.
While she and the program crew may have anticipated there would not be a meeting with a GB member, I doubt any of them expected WT's response being as poor and cold as it was.