We arrived and I gave my name and booking reference number and was told we didn’t have a booking assistant was very unhelpful as I asked if she had a direct number she said no . And asked us to stand aside to let others in . This was supposed to be the start of a special holiday and first time I had used this service . After waiting about 20mins I asked the staff member to check again and my booking was there and just told us to go through. No sorry for my error or let me explanation. I did Email you at the time and I was asked if I was still in the longe and explained we were all you said was ok we will pass it on to the manager . No response nothing.