Spot on with your last paragraph.

Wednesday was poor too. A ladcame in his dinner hour, didn't get anywhere near to the front,so had to go back to work.

They seemed to be writing down a serial number off the ticket with your name next to it.
I was 14th in the queue when I got there. It took 35 mins to get my ticket.

After about ten mins they opened a third window.
Fifteen mins later it closed