Originally Posted by David_Doyle

My biggest irritation with organisations is their inability/unwillingness to empower people who are in direct contact with customers.

My bank is a good example. I needed a new hardware token, looked online and was directed to go into a branch to collect and activate one. I went to a branch taking ID, bank card and explained the situation. The person repeatedly asked me why I hadn't called or tried online even though the online details said to come into a branch. Eventually I was given a new token but was told they didn't have the ability to activate it in branch and would have to call up to do so when home. At no time did I feel like this was at all customer-centric, nor did I feel at all valued.

Back to the OP and subsequent post the inconsistency is indeed maddening. I tried to do a change to an earlier GLA-LHR flight at LHR on the way to GLA and was refused, yet when I was back at GLA and asked at the lounge entrance if I could change the flight it was done immediately and without any fuss. Very strange and frustrating.