Carpet, you seem to have registered your new ID just to make a post on this topic... and you seem to have your facts wrong. The foreign lass in question has the oddest English accent I've ever heard, and she is certainly not 'new' by my definition - she's been there for at least the best part of a year if my memory serves me correctly.
My comments were not aimed at blaming staff - shortcomings in service provision are the fault of management, and unless management are aware of the 'customer experience' then it's kind of hard to do anything about it.
All I can say is, thank the stars DY does not take your sort of attitude to criticism, or the AV8 would definitely not survive.
As a paying customer, better for all concerned for me to grumble than to walk away.