I think I'd be having a few choice words with that TA.
And I wouldn't have waited to say something to Lady Tremane-I would have talked to the manager right there and then. Sometimes it works, but I'm not a big fan of waiting and writing a letter. I always feel like it's read then tossed in the trash-you might receive an "oh we're so sorry" letter but that'll be it.
Glad to hear Pop Century went above & beyond to help get it straightened out though.