I would have thought opinions were relevant on a forum about such topics. If you want to waste money on agents that's entirely up to you, if people want to voice an opinion of the legality, of such a process that's up to them. Last time I did an extension in June it took 20 minutes and was a pleasant morning out. Some find it too stressful to fill in a form and ask for a queue number and have to sit on a plastic chair for a few minutes, so it's understandable that such inadequates have to have help. How do such people ever get through an airport process? Why do you think people wai IO's? I never have.