I recently had a puncture along an isolated country lane. It took 15 minutes to speak to an operator, despite it being midday on a Wednesday and very good weather. I did not know the name of the country lane but was able to give very precise directions to my location. I also impressed upon them that I had my 88 year old mother in the car who was distressed. I was assured that someone would be with us within 40 minutes. Two further phone calls and just under 2 hours later, a breakdown van from a local garage arrived. I wrote a very measured email to complain about the poor response and all that was offered was 3 months free membership, no apology or concern. I have been a member since 1979 but I have now joined a rival service who value their customers.