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"AA told me to walk home alone"

2:40pm Tuesday 9th March 2010 in


A LONE woman walked two miles home along dark, country lanes after the AA advised her to walk home.

Victoria Cockayne was stranded in rural Worcestershire on Friday, February 26, when her car broke down.

The 40-year-old, who had been walking her two dogs at Crews Hill Wood Nature Reserve in Alfrick, phoned the AA for help, to be eventually told by an operator, “I suggest you should start walking home”.

Mrs Cockayne, the practice manager of a veterinary surgery in Malvern, is angry with the breakdown service and the position she feels it put her in.

Together with her husband, she pays £396 a year for the most comprehensive breakdown cover available.

Mrs Cockayne said: “I was absolutely freezing. I couldn’t feel my feet and all I wanted to do was get home.

“There wasn’t any fear because I know my female Lurcher would never let anyone near me, but the man on the phone didn’t know that.

“I could have been raped or murdered. If it had just been me I would have stayed there, but my biggest concern was for the dogs. One of them is on medication and was already late taking it.”

Mrs Cockayne, of Suckley, walked two miles along unlit country lanes and every time a car passed by, she had to squeeze close to the hedgerows to avoid being hit.

She had originally called the AA’s emergency number at 6.10pm and was told a roadside assistance and recovery van would be with her in about 45 minutes.

At 7pm, she called back and was told they were sending a local garage. But Mrs Cockayne, who says she had previously encountered problems with that particular garage, asked for an AA van.

She was told that would take at least an hour and a half because the service was extremely busy. The operator tried to book a taxi instead, but could not because some firms refused to take the dogs and others were busy.

Mrs Cockayne said: “That was when he suggested I started walking home. I was just furious.

“I thought lone female drivers were their priority. What would have happened if it wasn’t someone capable of getting home on their own?”

An AA spokesman confirmed there were difficulties that evening due to high demand and that Mrs Cockayne had declined the services of a local garage.

The spokesman said that, after taxi firms had been unable to attend, Mrs Cockayne said she could walk across the fields to her home in less time.

He said: “At this point, she was on the phone to a different call handler who mistakenly advised her to do this while they continued to try different taxi firms. The call handler shouldn’t have done this and should instead have explored other options.

“A few minutes later, we found a taxi company that would take dogs but Mrs Cockayne declined this as she was already on her way home. An AA patrol later attended her car.”

Comments(44)

MrStJohns says...
2:59pm Tue 9 Mar 10

So basically, you declined the offer of assistance from a garage, because you had had problems in the past. Then when a taxi was offered you retorted that you could walk home across field faster! And the operator got abit exasperated with your attitude and told you to walk home. So you go to the paper in hope of what exactly compensation, a free years cover?

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Hawlev says...
3:03pm Tue 9 Mar 10

I agree MrStJohn the lady was given a number of options and she refused them, if none of the options was acceptable then she should have been prepared to wait for the van. Lone women drivers are a priority but if there are no vans available what can they do?

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Tulstar says...
3:09pm Tue 9 Mar 10

To be fair to the AA, with the exception of the operator who mistakenly advised Victoria to walk home, they did sound as if they did everything they could to assist.
.
They arranged for an AA van to come to her. When it was late, they made arrangements to send a van from a local garage, which was refused. They tried to arrange for a taxi, but couldn't (through no fault of their own), and then when they did manage to get a taxi, that was refused also.
.
I can understand the frustration but I really don't know what else you expected them to do, Victoria!

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uptonX says...
3:39pm Tue 9 Mar 10

Sheesh, these people who run to the press with the smallest of issues, get over it woman, the AA didn't put you in danger - you did that yourself through your own stupidity.

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jb says...
3:49pm Tue 9 Mar 10

From reading the article it's unclear as to whether this woman was told to start walking home or actually suggested that she starts walking home herself. Which ever it is she was obviously being awkward in refusing the initial offer of help from the local garage. The AA do have the odd problem I'm sure with the volume of calls they get but what exactly is the point of contacting the WN? She had been walking alone on in the country side with her dogs, obviously dressed to keep warm or should have been, then apparently she suggests walking home. Lots of lone female drivers who get stranded are in unfamiliar and vulnerable locations and the AA do give them priority, apparently she was not in such a situation so why not just have a moan to the AA, get some good will from them and stop whining to the local papers.

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stopthehype says...
3:50pm Tue 9 Mar 10

Slow news day is it? It amazes me that some folk think the world revolves around them and when they have a little bit on inconvenience they run to the press to say haw badly they've been treated!
What else could the AA have done? Chartered a limo for the woman and one each for the dogs? She would have probably declined that because it was the wrong colour! She was in a rural location with two dogs and refused to deal with anyone but an AA patrol and even turned down the taxi when one was located - I would have told her to chuff off to the RAC!
Just how much room did she need when walking home - the roads around Alfrick/Lulsley/Suck
ey aren't that wide but if two cars can pass with ease why did she need to 'squeeze close to the hedgerow' - methinks the lady doth protest too much!

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Tulstar says...
3:56pm Tue 9 Mar 10

I bet she wishes she hadn't written in now!
.
It's not as if the AA just sat back and did nothing is it... There's just no pleasing some people!

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Hymie says...
4:20pm Tue 9 Mar 10

My wife and I have a similar contract to this ladies. The AA originally quoted help would be with her in 45 minutes or so but it was not and they did NOT ring her to explain. Why, when they realised they could not keep their promise, did they not just send the local garage? If she pays for a service she should get it. How offen do they say that it is a busy night? Busy then that's their problem not their customers. How many posters would pay for an unreliable service, let alone one costing so much? But wait, doany of these posters pay a similar amount to have their women folk told to walk along lanes in the dark? Two more 'members' who will not renew.

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jb says...
4:28pm Tue 9 Mar 10

Hymie, apparently this lady declined the assistance from the local garage, that was her choice and they could not force that upon her.

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MrStJohns says...
4:33pm Tue 9 Mar 10

Sounds like she got herself in abit of a tiz, got all riled up and has decided to go for a free years membership by playing the victim. Like others have said the AA, did and where willing to send assistance but that was declined. What other options are there, iv recently had to call the AA and I found them to be very helpful.

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CJH says...
5:11pm Tue 9 Mar 10

She was more concerned about the dogs than being raped and murdered? How ridiculous.

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jovialcommonsense says...
5:16pm Tue 9 Mar 10

AA offered help - she refused - end of.

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Ze_Truth says...
5:18pm Tue 9 Mar 10

This is the kind of tale that gets imparted in pubs up and down the country every night. The difference in this case is the lady is a massive attention seeker. Certainly not a news worthy story but I've come to expect nothing else in this county!

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Dereck says...
6:01pm Tue 9 Mar 10

£396 for premium breakdown cover for a year to be left stranded beyond the the promised time and told she could walk the 2 miles to home through the lanes is not right. For people who would never pay for the service then to suggest an attempt is been made for free membership compensation is outragious. The service given by the AA to this lady is not worth anything so what is the point of suggesting she is attempting to get a free renewal? Better that she and her husband take their money elsewhere and hope that their new breakdown service has more professionalism than the AA. THE WHOLE IDEA OF THE AA IS THAT IT
IS AVAILABLE WHEN YOU NEED IT!
Do not ignore the fact that the car was in an out of the way place in a lane. You may only use a breakdown service once or twice in a lifetime. Not very good value from the AA!

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jovialcommonsense says...
6:17pm Tue 9 Mar 10

"Do not ignore the fact that the car was in an out of the way place in a lane."
Dereck Do not ignore the fact that the AA offered help via a local garage and a Taxi.
Do not ignore the fact she REFUSED help.
I do agree she needs to shop around as I pay £66 for full breakdown service.

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Hymie says...
7:02pm Tue 9 Mar 10

This lady was told that 45minutes would have the AA at her side with a recovery vehicle but it did not happen. Only when she rang the AA again did they mention they were busy and offer to call out the local garage. Why did the AA waste an hour of a customers time. If on the first call they could offer assistance in 45 minutes then they should keep that promise. What altered ? For £400 a year they should keep their promises. Drivers should take note and use their money to call out a garage and by-pass the AA completly! When the MPs rip us off we stand up and stop them. Why let the AA break their contract when a local person receives poor return for their money ?

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jovialcommonsense says...
7:13pm Tue 9 Mar 10

Just out of interest, what was wrong with the car? How long did it take for the AA to repair it? Did the AA return it to her home or did she have to fetch it?
In other words WN how did the story end?

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Westworcester says...
8:34pm Tue 9 Mar 10

I can only offer the following advice
1. Consider joining the RAC
3. Consider making some local friends, because neighbours can become good friends.
4. Try accepting the help that is offered
5. Don't suggest walking home if you don't want to
6. Perhaps don't log onto the Worcester News site for a while

Honestly, if the AA told you to jump off a cliff would you do it????

Is this for real Worcester News?

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Westworcester says...
8:49pm Tue 9 Mar 10

note to self....
learn to count! Point 2 was a corker

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Brian Hunt says...
9:21pm Tue 9 Mar 10

Well what if the lady was upset at having to wait for 45 minutes plus. I recall that in the past because of women being vulnerable having broken down when on their own, dogs or not, that the AA said that a woman on her own was a priority. As was this case. So dispite the snide comments from these columns, I ask those quick to rush to print, what would you be thinking if it was your wife? And yes if the lady had differences with a particular garage she was quite entitled to refuse this alternative. And don't tell me that the AA had only one garage to contact.
As to Taxi's refusing to carry dogs this of course is a religous situation from some Muslim drivers who say in their defence that to get the hair of a dog on them they have to go home to bathe, change their clothes and clean out the taxi, and this also applies to guide dogs.
So yes perhaps this lady was a little upset over her tratment, but she was entitled to be, just look at the time 6.10pm and 7pm in February, it's dark folks.
So get off your high horses and think of that lady, even though a little unhappy or not she was still a woman on her own broken down. The AA should be ashamed, and if I paid £396 per year I would want a response straight away.

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cmot says...
9:23pm Tue 9 Mar 10

A word to any other businesses who she may seek to become a customer of. Just tell her to take a hike before she publicly complains about you in a non-story article.

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Dereck says...
8:16am Wed 10 Mar 10

C'mot - I shall take it that you mean any business she might approach be aware that the lady expects to receive the service she paid well for and initially was promised would be with her in 45 minutes!
Yes. Then I would agree and for that matter any business that also takes my money to treat me the same - beware also.
Shamefull and breach of contract.

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Tulstar says...
10:19am Wed 10 Mar 10

"Shameful and breach of contract"... WHAT?
.
I'm pretty sure that it says in the AA Contract that if they can't get an AA van to a customer, they will arrange for an alternative method.
.
Isn't that just what they did? Or is it me? The fact that this woman declined both the offer of another recovery vehicle and a taxi to take her home leaves her with no comeback. If the safety of her and her dogs was that important, then she would have put aside her petty differences with the local garage and accepted the offer of recovery.

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Tulstar says...
10:20am Wed 10 Mar 10

And in response to another comment above about the AA only having one local garage to contact? Well what's to say that they didn't contact all of the ones nearby, and this was the only garage that was able to help immediately?

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Brian Hunt says...
10:36am Wed 10 Mar 10

Well with comments like that all I can say is that if you are a woman writing so scornfully, then you are letting your own sex down, but if you are a bloke well I pitty the women that come under your consideration and protection.
Irrespective of her perhaps being a little upset, I will repeat 6.10pm and 7pm in February is in total darkness. So the AA failed by their own commitments that a woman who has broken down and are alone are to be treated as an emergency. As a bloke I have no problem with that, unlike some in these columns.

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lowlybarnacle says...
12:52pm Wed 10 Mar 10

I have Autoaid which is a very reasonable £36 per year for full Roadside/Recovery/At Home/Onward Travel.

I simply phone a local recovery/garage of my choice and pay them upon attendance. Then send the receipt to Autoaid for reimbursement. Easy.

The garage/recovery agent will attend more quickly when they're being paid there and then for it. I rejected RAC/AA cover as they have no guaranteed service standards.

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BanjoLegs says...
1:37pm Wed 10 Mar 10

Crikey for £396 per year I would expect no less than a gold plated helicopter piloted by the Pope to come and pick me up in the event of a breakdown!

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CJH says...
3:01pm Wed 10 Mar 10

BanjoLegs wrote:
Crikey for £396 per year I would expect no less than a gold plated helicopter piloted by the Pope to come and pick me up in the event of a breakdown!
She would probably have turned that down as well because of the dogs!

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BananaDelight says...
3:17pm Wed 10 Mar 10

Firstly her main concern was for the dogs, one of whose medication was already late - not very responsible for a vetenary surgery practice manager. Secondly, she was told a patrol would be with her in "about 45mins" - when she rang back after 50mins she was told a vehicle from a local garage was being sent, she then refused it. If a customer refuses then the process starts again - she has to get back in queue I'm afraid. The lady stated to the AA that she could walk home in less time than it would take for them to send an AA patrol van - something which she then chose to do. As for the AA contacting other garages - the article states she insisted on an AA van - they then duly told her how long that would take. It seems to me that customers who start demanding services after refusing help forfeit their right to be treated as a priority. I do however think that £396 is extortionate for breakdown cover - but it was her choice to pay it - maybe she should read the small print in future.

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Hymie says...
5:00pm Wed 10 Mar 10

tulstar - you suggest that it not breach of contract on the part of the AA not keep their promise to have assistance with this lady within 45. ( on their web sight the also say assistance will on average take 40 minutes to arrive). I have over 50 years experiance of contract law and wonder how you seem to know better. Please tell us tulstar - and remember this is the topline Membership at £198 - not the £69 basic. But you know that do you not tulstar!

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pinkfluff says...
6:22pm Wed 10 Mar 10

I'm confused.....easily done I admit! This lady said that she was not worried because the dogs would protect her, then says- I could have been raped????? Did she feel safe with the dogs or not?
I can't afford to join the AA or RAC so if I break down, I hope it's within walking distance of my house. :)

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Dereck says...
6:55pm Wed 10 Mar 10

Pinkfluff QUOTE : But the man on the phone did not know that my female lurcher would protect me! The AA advertise that they have a policy of priority for loan women. In practise that policy was meaningless. They had the money so could keep their member waiting or was this night so much more busy than exactly a week previous or a week later? Do the AA just save money and put on less staff
than needed and then say it was busy that night.

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Biggles says...
9:17pm Wed 10 Mar 10

Hmmm, what about those of us who have to wait hours and hours beause some woman plays the "vunerable" card ...... I thought we were all equal now ?

£396.00 ???????

I have full cover, including europe, and it doesn't cost that much !

She stamped her feet etc etc, and got to walk home for her troubles.

Stupid tart !

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andrewburford says...
10:58pm Wed 10 Mar 10

i dont care if it's a lone woman or a man, it makes no difference. why should women get priority? they might get raped, and men might get attacked. its a pathetic excuse, and i've had to wait for 2 hours for a patrol to come to me, but i dont go moaning to the papers because ive got a life! go and find something worth complaining about.!!!

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Dereck says...
1:09am Thu 11 Mar 10

andrewburford - sorry that you also have been let down - did you also pay for the best (premium) Membership? Or just the standard one. The AA say on their sight, on average, that 40 minutes is how long you should expect to wait for assistance. Biggles (above) also had to wait hours. Did either of you complain? Or did you just accept the poor service meekly? A pattern of falling below promised response times and it takes a woman to mention it!
here.

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VLC15 says...
10:14am Thu 11 Mar 10

As several of you have built an opinion of me being an attention seeker who thinks the world revolves around them,who is a stupid tart!, I feel it is necessary to fill you in on certain points.
1, The nominated garage they offered to send were going to be at least a further two hours, I have had issues with the garage before and for those two reasons declined their attendance, not unreasonable I think!
2. A taxi was only offered to me after the AA suggested I walk home and by the time then phoned me back I was practically at my front door, a waste of the taxi companys time as I would have been home before the taxi could have arrived.
3.At no point have I suggested that I want free membership, again an assumption on your part.
4.I often walk my dogs alone, yes in DAYLIGHT!!! and am suitably dressed. I do not dress incase I am left waiting into cold, darkness hours for the AA.
5. Had I not been kept waiting then my dogs medication would not have been delayed, so your remark of unreponsibility is totally unfounded.
6. No I would not jump off a cliff if the AA asked me too, another pointless remark.
7. The AA did attend the car 2 and a half hours after initial call, Car was returned to my home, no AA did not repair the car, I had to get the car repaired myself. There was a starting fault with the car.
8. I am sure that many people do not get the service they pay for, if they are satisfied with that then fine, but do not have a go as someone who takes a stand when the service is not recieved as advertised. I have had two previous unacceptable incidents with the AA and did nothing so I dont feel that I am being unreasonable in complaining.
To those of you who felt in necessary to slate me I am happy that you have all never encountered poor service from a business.
And to those of you who offered support and didnt see me as an attention seeking stupid tart Thank you.

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Biggles says...
9:35pm Thu 11 Mar 10

If my car should break down, I accept that I will be left waiting, whilst the PC brigade make the likes of the AA/RAC attend to lone women etc etc first, its just a fact of life these days.
I drive a lot, 40 - 50,000 business miles a year, if I see a broken down vehicle, I will always offer assistance, providing its legal and safe for me to do so.
To be out in a vehicle at this time of year, and not have suitable clothing with you should it break down..........is rather silly !

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DarrenM says...
9:40pm Thu 11 Mar 10

I hope this is the start of a trend, and they start telling a few more people with unreasonable requests to walk home - maybe heres a thought the lady could have taken time out of her no doubt busy schedule to well I don't know - perhaps wait for the AA? I had to wait 2.5hrs once in Evesham sat in a layby for them to attend, I didn't complain as it was appalling weather and it was clear that they were busy.

And also, hang on a minute she had a phone to call the AA, but if it was apparently such a matter of life and death didn't manage to call a taxi herself?

I'm glad the tide is turning, its about time companies started to deal properly with these moaners and whingers with their trivial complaints and told them to where to go, instead of bowing down all the time the ultimate consequence of which is to push the cost of their goods and services up to the rest of us.

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DarrenM says...
9:44pm Thu 11 Mar 10

And looking on the aa website, joint cover for 2 people, with roadside assistance, relay, homestart, and stay mobile is only £162 a year, even adding Parts and Labour Cover its £236.

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Dereck says...
12:41am Fri 12 Mar 10

And boys the figure of £236 is after 44% Discount for the first year. And that includes 1•5% if you pay by card. Introductory discount is how AA discribe it. - but no discount thereafter so £396 is what you pay annually For 2 people in the same house, after the first year (using credit transfer).

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Biggles says...
1:54pm Sat 13 Mar 10

Dereck wrote:
And boys the figure of £236 is after 44% Discount for the first year. And that includes 1•5% if you pay by card. Introductory discount is how AA discribe it. - but no discount thereafter so £396 is what you pay annually For 2 people in the same house, after the first year (using credit transfer).
You alternate between the RAC and the AA to obtain the best prices !
There are also additional discounts from some car clubs/driving organisations.
Shop around, like you would for anything else, bothe the AA and RAC will price match to keep you (providing you aren't a pain in the arse I guess).

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Dereck says...
8:31pm Sun 28 Mar 10

With smart telephone that can tell us where we are and the ability to search for the telephone number of garages nearby to where we have broken down we have no more need to use the seemingly unreliable and expensive services of the Automobile Association. That is what my household will now do - and save time and money.

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