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Please listen carefully to the revised queue instructions. People with an appointment should wait near desk three. Anyone requiring immediate assistance should tell a member of staff rather than join a different queue. The delay is about twenty minutes. We will provide another update in ten minutes, even if the delay has not changed.

The change follows a review of yesterday's disruption. Most complaints were about uncertainty rather than the length of the wait. Several people said that they had received different estimates from different desks. Others had moved to a shorter queue only to discover that it served a different purpose. Staff should therefore use the same information and explain clearly whom each desk can help. If someone becomes upset, acknowledge the inconvenience before giving the next instruction. Avoid promising a precise finishing time unless it has been confirmed. A useful response might explain the current estimate, why it may change, and when another update will be available. Giving a confident but unsupported promise can make the situation worse when the promise cannot be kept. The revised approach also allows people to request additional help discreetly. They should not have to explain personal circumstances to everyone waiting nearby. The supervisor will monitor whether the new signs and regular announcements reduce confusion. We will review the arrangement after the afternoon peak and ask staff which questions were still difficult to answer.