What do you intend to get from the "particularly rude staff"? It's likely there is nothing they can help you with: you get a seat on the flight you paid for, and a voucher for future travel if they can't provide that seat. They have no other obligations and I'm not really sure what people demand.

I'll agree on the gate thing, though. They really want you to sit around in that god damned shopping mall for as long as possible. Get elite status and sit in the lounge. Much better.