Anyone in the AA? Suggest you look at this. http://news.bbc.co.uk/go/click/rss/1.0/-/1/hi/england/south_yorkshire/4580420.stm
The AA have admitted they acted incorrecttly and have dealt with the staff member involved. I think theres just too many people who cannot use a little bit of personal judgement in their jobs.
At risk of using a management buzzword, some responsibility must lay with the company ensuring that its employees feel "empowered" (sorry) to make such decisions. In many organisations such deviation from the written procedures is frowned upon and this lack of flexibility is partly to blame for the apalling level of service that is becoming the norm in the UK. Woohoo - I'm a grumpy old man at 35!
Anyway - didn't another member of the family have some sort of breakdown cover? If this happened to me and I was having to pick my dad's car up I'd be phoning up under my membership and not his. Probably find that the son didn't want to lose his no call-out bonus but has a go at them for no compassion!
