Good post Tris. The thing is Rovers are in a customer satisfaction business. 1/1.5 hr queues or 90 minute phone bills are avoidable. There are ways to improve the service and just saying "that's the way it is, so what?" really isn't the way to go.
I've said a few times the situation is unacceptable - that sounds like it's moaning, it's not. A proper business will look at the problems and deal with them. It's not for the customers to "deal with the problems".
What that means in essence, is that waiting times both in a queue outside the ticket office or on the end of a phone line, must be reduced to a reasonable level.