UK union: AA starved of investment

A row blew up today between the AA and a leading trade union in the UK after claims that the motoring organisation had been “starved” of investment by its private equity owners.

The GMB said a technical report it commissioned by an independent computer firm revealed that the system being used was “slow and unreliable.”

The union said it held the study following a “myriad of complaints” from GMB members employed by the AA claiming that the computer system did not work very well and was leading to delays in responding to breakdown calls.

The AA “categorically” refuted the claims, adding that under the current ownership, there had been substantial investment in the business, including £37m (€55m) in IT infrastructure, £15m (€22m) in new fleet and technology and a 60% increase in training investment.

“These are all designed to enhance and improve the service we offer to our members including an industry-leading fix rate of eight out of 10 vehicles at the side of the road,” the AA said in a statement.

The company said the GMB’s report was based on an “extremely narrow” brief and did not take into account the application of computer equipment or the purpose it was designed for.

“Apparently one unit was examined and we have no means of verifying the age or current state of that unit or whether indeed, it is still in use. Over half of the ’report’ contains subjective and emotive comment that the author has not and cannot substantiate.

“The fact that this includes comment on levels of service and investment without verification or reference to the AA clearly undermines its so-called impartiality or independence,” said the AA statement.

Paul Kenny, the GMB’s general secretary said: “I told the House of Commons Treasury Select Committee that the private equity owners of the AA were asset stripping the business to feather their own nest to the detriment of their customers and their employees. This report bears this out.

“Meanwhile back on the frontline in the recovery patrol vehicles helping paying customers who are broken down, the frontline staff do not have the best tools to respond to the customers’ needs in the most efficient manner.

“With private equity owners the necessary investment in customer services comes a poor second to looking after the interests of the multi-millionaire elite owners.”