Originally Posted by corporate-wage-slave

Well as "shambles" go, this strike me as being at the tame end of the spectrum, so I am not surprised that your response from Customer Relations wasn't oozing in contrition. This sort of thing used to be a feature of life out of T1, it's a lot better these days. There again, if you had complained about 25 minutes for baggage return at Schiphol they would probably apologise for frightening you!