This is really poor training and empowerment. Frontline employees should never be stuck saying "I am unable to provide an adjustment" because supposedly "you were fully aware" of the broken thing per the contract. They just lost a Presidents Circle customer over their own error.

Ritz Carlton famously provides each employee $2,000 in discretionary spending to make things right for a guest without bureaucracy. Hire good people, trust good people, empower good people.