"Rules are there in order to give staff members clear and concise instruction on the procedures for their jobs and to make for an efficient and safe service for all. However they are not totally inflexible and certain Managers must have the ability to be able to change / modify or ignore a particular instruction if certain circumstances dictate. If you cant trust your managers to do this then they shouldn't be in that position. "
The problem is once rules are changed for someone, they are there to be changed for everyone else. This then blurs the clear and concise instructions leaving them open to interpretation and will therefore make it a lot harder to provide an efficient and safe service.
While I feel for the lady in question, the fault was made by the person buying the ticket for her and I believe that no matter how heartless some people may find it, I believe the correct decision was made.