Ben I remember Katie advertising a cancellation list; punters were asked to email with a phone number if they would like to be on this list (I'm sure there are other members who can confirm this).
My reply to her on 31/12/2014 18:54:58
Hi Katie that sounds fine my number is 07********, looking forward to it!!
Read on 11/01/2015 06:06:10
So having not looked at her AW emails for 11 days it's possible Katie thought the above email, without any context, was for said list hence his number being on her 'need to see list'
The fact of the matter is there was more than a communication error which took place. The booking was confirmed and Katie read the E-mail. Bristol E-mailed again to see if they were still on and Katie denied any booking took place. She then denied he was in her diary yet he was placed in her ‘need to see’ list.
What doesn't make sense is your assertion that the booking was confirmed from Katie's end.
If it was then he would have been in her diary to see and I guess he would have seen her...
It doesn't make sense that she would deny the existence of the booking.
Having seen Katie on numerous occasions I have had some appointments rescheduled (with reasonable notice)
If there was a problem it makes sense that she would just rescheduled his booking.
I doubt you will find any other members have missed an appointment with Katie because she denied the existence of the booking!
Therefore its clear to me that it was a genuine mistake on her part!
Which she has apologised for....
Katie has always struck me as being extremely down to earth, honest and conscientious so I find it hard to believe she would knowingly or maliciously mess someone around.
I'm sure there are other members who would agree with my assessment of her character.