i see no comments about incompetence in the letter

just that the OP wants them to open a line for non-couponers cos there was a mess that two employees were trying to straighten out.


technically there was never a demand of "open another line for me" but a demand for there ALWAYS to be a non-coupon lane



however the problem with that is... as stated below... customers ignore "express lane" rules so why would they honor any "no coupon" rules?