Originally Posted by Flying Doctor

Email premium team and tell them. They do follow it up particularly if you state they are a serial offender....
FD.

Sorry messed up my reply - was in response to"

Oh dear - my first fail at LHR in a long time for LHR-BCN this morning, I believe same gate agent as my last fail a couple of months ago. When asked what happened to Group 0 she responded ‘too much to do, sorry’. Name begins with M - has anyone had the same experience? Might be time to start naming names to customer services if so.