This reminds me of a couple of incidents I saw at supermarkets. At the first one I was next to the 'express' checkout (it said "Ten items or less", and I had more than that), and there was a 'lady' in the 'express' queue with a full trolley. The checkout operative had told her that "This is the express checkout" to get the response "I am in a hurry". The operative refused to scan any of her items, and called the manager over; the manager took the side of their staff member. The 'lady' complained, and the manager closed the checkout (taking all of the customers who understood what the 'express' checkout was for to a closed checkout and opened it for them), and (because the 'lady' said she was going to complain to the head office) photographed the scene.
At the second one there was another person with a full trolley at an express checkout. The operative smiled sweetly at this person and asked "Which 10 items do you want to buy", and when the reply came back "I want to buy everything" was clearly told that this was the express checkout, stop wasting everybody's time and use a normal checkout (again, when management were called they took the side of their staff).
