70 mins just to collect a passport !

I had the misfortune of having to collect my Passport today from VFS, The place was a shambles with a complete mix-up between new applications and collection of Passports.At one stage, the queue for collesimple collections of Passports goin down thre flights of stairs. After I arrive there were five of us waiting for admittance through the front door, It took me an hour and 10 minutes to simply collect my Passport, which is totally unacceptable. Although most customers were very unhappy, no answer as to why everything was so slow and disorganised, no answer was forthcoming.yet the fees charged are outrageous. There is also no consideration given to the elderly or those who are frail.