✅ Trip Verified
| Very specific comment about e-Passport lanes. The airport was not busy (at 1620) and there were about 5 people at each e-Passport lane. two supervisors/lane marshals (not too sure what their role is!) - Four of the lanes starting building up, and the lady supervisor did nothing - people asked if there was a problem - she ignored them - she then clambered up on the gates to have a look at the operators (I assume they look at screen match passports and open the gate) - one guy was working normally (I got through easily one of his lanes), but to the left there was clearly a problem - two operators were having a bit of a domestic, I think regarding changeover. Once this was resolved the new operator ignored her work and continued to complain the the guy operating normally who ignored her and carried on. People, including me, were congregating on the land side of the gates waiting for partners family members caught by the standstill. No member of the public was getting angry just enquiries as to whether there was an issue, and to let the people stuck know and move them to other queues. The supervisor started shouting at passengers, ignoring the situation at hand, and did absolutely nothing to resolve the situation. The operator causing the hold up eventually (more than 5 minutes later) turned back to her screen and started work. The passengers had mostly moved to other queues. The point of my complaint - I felt sorry and embarrassed for the staff - they clearly have no leadership or training in how to manage situations - this was not a problem of lack of resource or too many passengers, just a straightforward failure of people to do their jobs in wholly normal circumstances - they created the problem For that to happen they must be very poorly motivated, trained and led - that can and should be addressed.