Originally Posted by MapleLeaf
Yes she had control but in her mind she followed the rules. Um, I think you might refer to this as human error.
No it's not human error but rather the inablility to provide good customer relations. She could have told him that if you give me a few minutes I will verify if it is allowed for that fare rather than say NO to the customer, leaving the customer feel like a liar. So it is rather potraying laziness or a confrontational behaviour type of personality.