I agree. It happens in any job where you give people too much power and no personal price for abusing it. In a large percentage of them it will go to their heads (the job probably attracts people who feel insignificant and would like to sh!t on the more fortunate). And I blame management! Who is checking up on these sods and ensuring proper standards etc?

I don't expect a smile or friendly chit chat (though it's always welcome and I am always friendly myself - hell I'm so cowed, I grin like an idiot ) But I do expect professionalism, common courtesy and efficiency. Pity that's so rare, but like I say, it won't change until management takes action and stops confusing intimidation and harrassment with effective immigration control.