Dd works for M&S initially on a part time temporary contract and now on a permanent 15.5h contract (that states the need for flexibility). Dd during the holidays works up to 20 hours extra per week and in term time as and when she can but on average 6 to 8 hours over contract.
There was a short time in April where she wasn't technically under any contract as she was expecting to be let go but because they didn't sort the contracts they verbally asked her to stay. During this time she was due to go away but hadn't booked holidays because she didn't expect to still have a job. They weren't happy but initially said if she could arrange cover it would be ok then changed their mind and so she stayed home and worked instead.
We booked a holiday for next week, she requested leave weeks ago. Last week they said she couldn't have the Saturday and Sunday off but Tuesday was fine (these are her contracted hours)
Dd although disappointed didn't comment and instead arranged to travel to us separately on Monday instead. Yesterday she was told that whilst Tuesday had been granted they had put her in for Wednesday and Friday instead.
Dd reiterated that she would be on holiday and so wasn't able to work then which didn't please her line manager who hinted that she wouldn't be meeting her contract needs for flexibility.
Every request for leave previously has been denied (because they don't employ enough staff) Can I ask would dd be considered unreasonable by refusing to work Wednesday and Friday and how is she supposed to book a weeks holiday if she books off her contracted hours and instead they put her in for other shifts?