Letter received from Eurostar
Posted: 22 Feb 2010, 06:52Following the various slight hiccups we had on our journey, and in a vain attempt to get those who dropped out some money back - I sent a polite letter to Eurostar.
After a bit of correspondence, I got the following reply. It is fairly self explanatory, if anyone wants to take advantage of their offer, I assume you can do it direct. If this isn't the case, then let me know and I will try and help.
Comments welcomed.
Nick
Dear Mr Harris,
Thank you for contacting us. We are very sorry that you were caught up in the disruption to our services in early January.
Since the extreme delays which occurred on the night of the 18th December, we have been receiving an unprecedented number of letters, e-mails and phone calls from customers. We want to reply to everyone as quickly as we possibly can.
I am aware that you are likely to have had a very frustrating experience on 6th January. For this I am also very sorry but would like to reassure you that we have done everything possible to ensure that our travellers are looked after. This includes sending extra staff to our stations, extending the opening hours of our contact centre and updating our website and the media regularly with any new information we have available.
Your original tickets are valid for a 50% discount on future travel with Eurostar for each person travelling, to be booked within 12 months of the incident date, subject to availability. The discount can also be used to travel one way, for free. As some trains are more popular than others, and to maximise the options available to you, we suggest contacting us at least three weeks before you want to travel (you can book most journeys up to 120 days in advance). Please therefore retain your tickets for when you are ready, or if you do not have them keep a note of your booking details PNR QNCPXL, and then call us on 01777 777 879 to make your booking.
Regarding your request for a refund of the tickets for the travellers who where unable to make this journey, you will have to contact your original point of sale and se if they can as an exceptional gesture arrange this for you.
Kind regards,
After a bit of correspondence, I got the following reply. It is fairly self explanatory, if anyone wants to take advantage of their offer, I assume you can do it direct. If this isn't the case, then let me know and I will try and help.
Comments welcomed.
Nick
Dear Mr Harris,
Thank you for contacting us. We are very sorry that you were caught up in the disruption to our services in early January.
Since the extreme delays which occurred on the night of the 18th December, we have been receiving an unprecedented number of letters, e-mails and phone calls from customers. We want to reply to everyone as quickly as we possibly can.
I am aware that you are likely to have had a very frustrating experience on 6th January. For this I am also very sorry but would like to reassure you that we have done everything possible to ensure that our travellers are looked after. This includes sending extra staff to our stations, extending the opening hours of our contact centre and updating our website and the media regularly with any new information we have available.
Your original tickets are valid for a 50% discount on future travel with Eurostar for each person travelling, to be booked within 12 months of the incident date, subject to availability. The discount can also be used to travel one way, for free. As some trains are more popular than others, and to maximise the options available to you, we suggest contacting us at least three weeks before you want to travel (you can book most journeys up to 120 days in advance). Please therefore retain your tickets for when you are ready, or if you do not have them keep a note of your booking details PNR QNCPXL, and then call us on 01777 777 879 to make your booking.
Regarding your request for a refund of the tickets for the travellers who where unable to make this journey, you will have to contact your original point of sale and se if they can as an exceptional gesture arrange this for you.
Kind regards,