The time above is approximate. I was severely traumatized at the time. After travelling since 6am, standing in your border queue for an hour and a half, no aircon, no seating for people like myself, I'm unwell but not visibly, etc. I had to approach the baggage reclaim as the carousel had been turned off, my case missing..... I then faced Alison. I tried to explain my situation plus I had no address in England, was catching a connecting flight the next day and needed my things in my case. I was basically rudely interrupted, told that I was wasting my time explaining, she had also been on the go since 6am. I could have been dying, she didn't care. She told me the luggage had been scanned and therefore removed from the carousel. I asked again and she told me to go and search the area. I wanted to know what's next if I don't find it. Alison raises her voice and repeats herself. I roll my eyes. She then shouts so the entire area can hear that I have an attitude problem and she's not talking to me anymore and she yells next customer. I told her my questions haven't been answered and she yells again next!!!! Luckily for me, I found my case. This is the short version of my story in terminal 2. I have never met such a horrible, uncouth, insensitive, obnoxious, human being serving the public in my life. I hope this is taken in a serious light and I await your response. I even had other customers approach me and ask if I was OK afterwards. I was too afraid to even ask for the manager in case she was the manager. I feared further bullying and I may have lost control then. You also have signs everywhere asking the public to respect your staff. Why wasn't I respected?