It only takes one rotten apple

I've used Avis more frequently in the past few months and my experience has been fairly pleasant. Until today at OR Tambo. Sometimes all it takes is one bad apple. After being serviced well at reception, I went towards exit for car inspection. I wanted to report a mark and dent that was the size of my hand. After waiting 15min for the lady to finish with the customer she was, I approached her. She immediately became unnecessarily defensive and said she was busy. I pointed out that I'd been waiting before the car she was about to assist and she asked why I didn't go to her earlier. I responded that I was respectfully giving her space to finish with the group I found her assisting - just as she was expecting me to now do. She gave attitude and told me to go to the reception to be assisted because she's too busy or to take pictures. Really???? I then waited another 30 minutes at reception because they were obviously busy with bookings. I come back to find her sitting in a boot cackling with a colleague. Off-putting is an understatement. Time is money and to waste mine is the most disrespectful thing you can do. If you're overwhelmed by customers, discuss that with your managers, don't lash out over nothing AND waste my time.