behoove, I work in the same field and sometimes, they blame us for their negligence. I myself can't go against the law or beyond the rules, in similar scenario here what this girl really asking that lady was, sort of, not to go by the book. I mean if I had a suspicion that the letter or ID is not a real, oh yeah, I could very much become mean to them as well. She seemed frustrated because she had to wait for hours. If she had doubt she could have cut the line, ask for a brief few seconds if the papers with her would work and apologize the person ahead of the line way out. It could have been few secs dialogue. Anyway, this story is pretty old and it doesn't really make any sense now discussing it.
And regarding why I always make such comment, it really isn't rude you know? or may be I'm so used to commenting on political republican/democratic related news site and forum that I forgot we Nepalese are real sensitive on how they're addressed. I should be very careful esp. next time. I'll remember you behoove_me before making any rough comments ( I'll be like 'wait a minute' behoove_me.. oh noooo .....controlllllllllllllll )...