Queues

On Monday night I popped in to Pick 'n Pay Mall at Carnival for 2 urgent items. I was there shortly before closing. I joined the queue at 18:50, as the cigarette counter was already closed. The queue was extremely long with only 2 cashiers working. Not only were staff standing around waiting to go home, there was also one staff member that jumped the whole long queue, and just squeezed in infront of customers to off load a basket full of groceries. We overheard someone telling her that it is not advisable, but she did it anyway. Most of the customers were talking among each other about the bad service that time of the day. Surely if you open more counters, the queue will be dealt with in a jiffy and all can go home. I was almost in the front when they decided to open 2 more counters. I left the shop at 19:20 and I'm sure the shop must have had the last people out by 19:35 or 19:45. Isn't this also unfair to the staff who expects to go home at 19:00? Both the customers AND the staff are inconvenienced due to bad management of long queues before closing times....