Comments on: RAC refuse to attend with heavily pregnant woman after car becomes stranded in snow http://www.mckenziefriend.com/2009/12/23/rac-refuse-to-pick-heavily-pregnant-woman-up-after-becoming-stranded-in-snow/ brought to you by leading McKenzie Friend and Lay Advocate, John Junk of www.familycourtsupport.co.uk Wed, 31 Aug 2011 07:40:35 +0000 hourly 1 http://wordpress.org/?v=3.2.1 By: RAC http://www.mckenziefriend.com/2009/12/23/rac-refuse-to-pick-heavily-pregnant-woman-up-after-becoming-stranded-in-snow/comment-page-1/#comment-54 RAC Fri, 08 Jan 2010 11:02:28 +0000 http://www.mckenziefriend.com/?p=402#comment-54 Dear Sir Details of your blog dated 23 December 2009 has been brought to my attention, as I address any concerns regarding our roadside service on behalf of our Board of Directors. Customer care is extremely important to RAC, I am therefore very sorry to hear that one of our customers has contacted you to raise concerns following their call for assistance. Unfortunately without her membership details or the date this incident occurred I am unable to investigate and comment on her personal circumstances. However, I am sure you are aware that the UK has recently experienced the worst weather conditions for many years, and this has unfortunately had an impact on our service despite our very best efforts. Since 16 December we have contended with severe weather across the whole of the country and have to-date attended over 200,000 breakdowns, with this number significantly increasing daily due to the continued poor weather conditions. We are advising motorists to avoid making a journey unless it is absolutely necessary and to check the local weather forecast in their area prior to doing so. We are doing everything we can to prioritise assistance for customers that are waiting at the roadside in order to ensure we continue to deliver our usual high standards of service. However, with such a high demand, waiting times are unfortunately higher than usual. I appreciate that it must be have been daunting for this lady when she became stranded in the snow. However, we are limited on what action we can take to assist as this was not a mechanical breakdown. We must also assess the possibility that our resource may not be able to reach her if the adjoining roads are covered in snow and ensure our own vehicle does not become stuck in the process. We have been assessing these situations on an individual and daily basis depending on the weather conditions in each region of the country. RAC are renowned for providing a first class service. Indeed our customers have recently voted us as the number one service provider for which we have received the JD Power award for the 4th consecutive year. Please pass on my sincere apologies to the lady who contacted you. If she would like to discuss the matter with me personally I am more than happy to do so. My contact details will be emailed to you separately. Yours sincerely Angela A Thompson Operations Executive Dear Sir

Details of your blog dated 23 December 2009 has been brought to my attention, as I address any concerns regarding our roadside service on behalf of our Board of Directors.

Customer care is extremely important to RAC, I am therefore very sorry to hear that one of our customers has contacted you to raise concerns following their call for assistance. Unfortunately without her membership details or the date this incident occurred I am unable to investigate and comment on her personal circumstances.

However, I am sure you are aware that the UK has recently experienced the worst weather conditions for many years, and this has unfortunately had an impact on our service despite our very best efforts. Since 16 December we have contended with severe weather across the whole of the country and have to-date attended over 200,000 breakdowns, with this number significantly increasing daily due to the continued poor weather conditions. We are advising motorists to avoid making a journey unless it is absolutely necessary and to check the local weather forecast in their area prior to doing so.

We are doing everything we can to prioritise assistance for customers that are waiting at the roadside in order to ensure we continue to deliver our usual high standards of service. However, with such a high demand, waiting times are unfortunately higher than usual.

I appreciate that it must be have been daunting for this lady when she became stranded in the snow. However, we are limited on what action we can take to assist as this was not a mechanical breakdown. We must also assess the possibility that our resource may not be able to reach her if the adjoining roads are covered in snow and ensure our own vehicle does not become stuck in the process. We have been assessing these situations on an individual and daily basis depending on the weather conditions in each region of the country.

RAC are renowned for providing a first class service. Indeed our customers have recently voted us as the number one service provider for which we have received the JD Power award for the 4th consecutive year. Please pass on my sincere apologies to the lady who contacted you. If she would like to discuss the matter with me personally I am more than happy to do so. My contact details will be emailed to you separately.

Yours sincerely

Angela A Thompson
Operations Executive

]]> By: Pauline Bates http://www.mckenziefriend.com/2009/12/23/rac-refuse-to-pick-heavily-pregnant-woman-up-after-becoming-stranded-in-snow/comment-page-1/#comment-46 Pauline Bates Thu, 24 Dec 2009 09:02:50 +0000 http://www.mckenziefriend.com/?p=402#comment-46 Poor piece of "journalism". If you'd been following the news, you'd know that tens of thousands got stuck in the snow. If the AA and RAC went out to rescue all of these, they wouldn't get to people who had actually broken down, which is what they're paid to do. Also love the sensationalism of the headline "heavily pregnant", then qualified by 6 months. Hmmm... Poor piece of “journalism”. If you’d been following the news, you’d know that tens of thousands got stuck in the snow. If the AA and RAC went out to rescue all of these, they wouldn’t get to people who had actually broken down, which is what they’re paid to do.
Also love the sensationalism of the headline “heavily pregnant”, then qualified by 6 months. Hmmm…

]]> By: RAC http://www.mckenziefriend.com/2009/12/23/rac-refuse-to-pick-heavily-pregnant-woman-up-after-becoming-stranded-in-snow/comment-page-1/#comment-45 RAC Wed, 23 Dec 2009 16:57:01 +0000 http://www.mckenziefriend.com/?p=402#comment-45 Just to advise, our RAC customer relations team are aware of this matter and are currently looking into what happened so this can be resolved. Thank you, RAC. Just to advise, our RAC customer relations team are aware of this matter and are currently looking into what happened so this can be resolved. Thank you, RAC.

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