12LDA28C
Established Member
But what's being discussed here presumably isn't part of the Rule Book as otherwise the other TOCs mentioned would not be operating in the way that they do?
I wouldn't expect frontline staff to be able to give chapter and verse about why a certain policy is in place but I don't think it's unreasonable to expect that customer services should be able to find an answer should a passenger ask a question that is better than "it's our policy and we've always done it this way".
The Rule Book has developed from the basic all-encompassing universal publication it used to be and these days some of it has become TOC or FOC specific, ie TOCs will now have their own particular processes and procedures which will only apply to that specific operator and form part of the Rule Book issued to employees of that company. This is why we now have things like Professional Driving Policies and suchlike which will cover the same kind of scenarios but differ from TOC to TOC.
And often written in blood
Indeed.