| Easily my worst airport experience. WH SMITH before security. 15 mins stood at a self service machine awaiting staff to authorise the purchase of an energy drink. 2 members of staff advised us to go to till to sort out, a large line of people in front of us. The same staff stood and watched us (arms folded and very uninterested). Next up, security. I get there is a job to be done and safety is paramount. However, the organisation was terrible ... there wasnt any really. The trays were all over the place and people were having to stack them whilst getting shouted at to "HURRY UP". The woman at point 12 at around 1030, Sunday 8th December was shocking. Zero personality and rude beyond belief. The attitude was disgusting and she couldn't even get her head around what was left and what was right. Constant head shaking and dramatic sighs and clearly in a foul mood. Through security (45 mins later) and time for some food. Walking through the departure lounge and almost every shop had members of staff leaning or arms folded. We decided to head to Frankie & Benny's. Oh wow. The "hostess" should have been an instant deterrent. The staff congregated around a till talking, joking around, leaning, swearing, on mobile phones and with arms folded. A very unprofessional setup for a franchised restaurant. Food sent back for being raw and a very poor attempt at an apology. The young woman that served us was brilliant, she is the ideal employee and is what the rest of the rabble should aspire to be. She ran around and never stopped, excellent service. Dominika was her name. Very little seating for such a busy airport and we found ourselves walking around just to pass the time as we awaited the arrival of our delayed flight. I rarely review things and find people are just out to cause problems. That is not the case here and I'm genuinely angered with the whole experience. This is just pure honesty of our visit. I figured it was just a series of unfortunate events but after looking at previous reviews it is clear that isn't the case. I hope this reaches those mentioned and thanks for a bad finish to a great weekend in London.