Dollar / thrifty service diappointed

I arrived at the ZQN Thrifty counter as advised and our flight was delayed by 7 hours. I had called and advised the counter staff of this prior. When I arrived, a family were dropping off their key and three staff were on the counter. One was talking to the customer about their holiday and 2 were completing invoices of some description from the EFT-POS receipts of the day. Neither acknowledged my presence or stopped their task to assist me and my booking for a good 5-10 minutes. Then just as it was wrapping up, a person waiting behind me pushed in and the lady who was talking to the other customer took him first. She could see I was visibly upset by and did attempt a silent apology, but I was furious as I had already been waiting patiently and someone who barges in was given priority. In addition when I was receiving my car paperwork, I was advised we had been upgraded from a compact car to an SUV - I was happy with the car we ended up with, but shocked to learn of my booking being classed as a 'compact' as even on this website page it states 'intermediate' So I was shocked to learn we could have ended up with a compact car which is not what we ordered.