This is what happens when the government grants monopoly to business. Not only is L1 the only game in town, it is required, so if you want a CHL there is really no other choice, therefore there is no incentive for them to provide good service. Just imagine when the insurance companies are granted such sacred status.
Like everyone else has said, I'd bring it up the chain.
Luckily the L-1 I went to here was pretty friendly and totally cool about it being for a CHL. Granted, she probably was carrying too.
