Originally Posted by
Dr. HFH
It's not up to a QR line agent (regardless of whether phone, airport or CTO) to alter policies on the fly based on his/her personal opinion of the reason that a particular rule or policy exists. Rules and policies aren't suggestions.
Clearly QR can (as long as they stay within the applicable law) instruct their employees in whatever terms they seem fit, and telling front line employees that they must abide by the policies as written may well be sensible.
That said in this instance at least the policy is, as far as I am aware, entirely the creation of QR and therefore there must necessarily be someone in the organisation with the discretion to alter it to suit what I am guessing are unforeseen circumstances, even if it's only the person who originally drafted the policy in the first place (or whoever is in that role now).