I think I can guess who it was too.... or at least who arranged the visit
Even though I posted more or less the same experience on the thread, I don't think I will be getting a personal visit somehow - I'm a bit far from LHR at the moment
Shame all moans/rants/comments/complaints (* delete as applicable) aren't handled in a more personal way... it only takes such a small thing like that to make you think they actually DO give a rats a$$ about your custom.
Gold :-: to that person