There’s nothing worse than breaking down at a busy intersection, with the whole family in the car. To make matters worse, you’re towing a trailer too. And the motorists behind you aren’t being all that understanding. So how do you move your car, when it just won’t start?

The Robertson family had just begun their family holiday from their home in Sydney, with the intention of driving to Queensland with a trailer in tow, when their vehicle lost transmission while they were stopped at an intersection.

After Mark Robertson called everyone he could think of, he remembered his vehicle had Roadside Assistance, so he called Mondial Assistance for help.

Roadside Customer Service Assistant, Angela Hale, answered the call and allocated a tow truck provider to attend to the Robertson family straight away.

As the car had lost transmission, the Robertsons were stranded at a very busy intersection. With the trailer attached to the vehicle, Mark was unable to move the car, because it was too heavy. Within 15 minutes, the police arrived to help stop the traffic, and move the vehicle into a side street.

Mark was quite distressed. It was after 10pm, the children were asleep in the car, and he and his wife were concerned about being broken down late at night.

With the vehicle needing to be towed, Ryan, our tow tuck provider, advised Mark that there wasn’t enough room for the trailer in the car holding yard, because it was full. Mark was very concerned, as he didn’t want to leave the trailer unsecured with all their holiday and personal belongings in it.

Ryan went above his call of duty and kindly suggested to store the trailer at his house where Mark could collect it the following morning as opposed to leaving the trailer on the highway. 

With their vehicle taken care of, they now needed to get the family back home. With two young children requiring car seats, and taxis only allowing one car seat per vehicle, the family required two taxis to travel home together. Concerned for the family’s safety, Ryan waited until the taxis arrived, before towing their vehicle.

As a result of Ryan going beyond what he was required to do, the Robertson family were able to continue their family holiday to Queensland, in a safe manner following their investigation into the fault of the vehicle.

The Robertsons saved around $680.00
If the customer didn’t have their Roadside Assistance membership they would have had expenses of approximately $500 for towing $180 for cab fares.

“I write this letter to you so I can commend openly the assistance offered to me by one of your employees and the high standards of your company to which this individual carries himself.

I cannot thank Ryan Sullivan enough for the complete professionalism he displayed that night and the concern he showed for my family’s wellbeing. He is a credit to your company. If not for Ryan and the standards of your company we probably wouldn’t have been able to make the trip.”
The Robertson Family

ABOVE LEFT: Our tow truck provider, Ryan Sullivan helped a young family continue their holiday safely after their car broke down at a busy intersection, late at night.

You’re in good hands with Mondial Assistance.
At Mondial Assistance, our experienced teams would not be able to help clients and their customers as well as we do, without caring for the people we’re assisting. In this case, our Roadside Assistance Provider, Ryan Sullivan, placed the customer’s safety first, ensuring that the family were safely in taxis, before he continued with the job of towing their vehicle.

In 2007, our Automotive Assistance team helped with 71,700 roadside breakdowns Australia-wide, and 3.5 million cases globally. Yet, in every case, we strive to provide a superior level of personal service, which sets Mondial Assistance apart.

Mondial Assistance Australia is a leading provider of Assistance services. Around the clock, around the world, we're always ready to help you - whatever it takes.