[danielf]

Originally Posted by Paul

Yet another example of lack of common sense more than anything. Sounds like the people in the call center need re-training..... as litter pickers. If they couldn't use their brains and seek further advice from their line managers then the lot of them need a good kick up the backside.

Perhaps they got one:

Originally Posted by bbc

AA Road Operations Director Steve Dewey said: "Our procedures allow for discretion to be used in sensitive situations such as this.

"Unfortunately, when dealing with thousands of calls each day human error occasionally happens, for which we apologise. We have addressed this matter with the member of staff concerned.

"We apologise unreservedly for the distress caused to Mr Barker's family at what was already an extremely difficult time.

"The AA was wrong to refuse service and did not show the compassion and sensitivity we expect in what was clearly an emotional situation."