The lounge was very busy indeed and I felt the lady on the desk could have been given assistance, it was noted that some of the clients being dealt with were quite rude towards your staff member who carried on regardless, sadly I don't know her name at this time. Because of the many people in the lounge waiting to get served at the service points was really too long in time. This could of course be due to many unknown facts to me, viz was the fact that it was a Sunday a consequence i.e. busier than another day in any event sorry to say that service could and should have been much more slick.