Comments on: Official Eurostar Disruption Questions & Updates

By: Our apologies | Europe by Eurostar

Our apologies | Europe by Eurostar — Wed, 27 Oct 2010 14:58:39 +0000

[...] UPDATE: We have made the decision to cancel all services on Sunday 20th December, as the few services we managed to get into operation today struggled terribly with the conditions in the tunnel. We just could not take the risk of subjecting any traveller to a repeat of last night. We will be running test trains only tomorrow, with technical experts and engineers on board to ensure that we can understand fully how to mitigate these risks. Please read this post for further details. [...]

By: Retour sur la gestion de crise Eurostar / we are social

Retour sur la gestion de crise Eurostar / we are social — Mon, 04 Jan 2010 16:46:44 +0000

[...] à informer les clients Eurostar de la situation en utilisant Facebook et Twitter, en actualisant la liste des questions et réponses de manière fréquente puisque la situation changeait rapidement et que de nouvelles questions [...]

By: GoneGlobal

GoneGlobal — Tue, 29 Dec 2009 14:00:57 +0000

Well, did the British drivers get finally get their meal allowances adjusted???

their actipon will certainly teach management to think twice before refusing their demands!

By: Sarah

Sarah — Wed, 23 Dec 2009 18:42:11 +0000

@ Julie Yes you will just need to show your Eurostar tickets you do not need any additional confirmation from us.

@ Susan Unfortunately due to the volume of emails to the care team there will be a slight delay in them getting back to you.

I completely understand that you would not want to publish your reasons here but am confident that the care team will understand your reasons for travel.

I’m sorry I can’t be more help but will endeavour to find out more information to clarify this for you

By: susan

susan — Wed, 23 Dec 2009 18:32:58 +0000

Julie, I’ve saved this page on my desktop, as it clearly states “Eurostar will be reimbursing reasonable out-of-pocket expenses. This will include hotel accommodation (to 3* level), transport (taxis, underground and parking) and meals. This will include flights where it is deemed there is no alternative for travel and will be dealt with on a case by case basis”. I’ll post here when I get a reply to my email to traveller.care, sent on Sunday.

Sarah, could you pass on to the communications team that it is vital that there is full transparency about the criteria used to decide on a case-by-case basis? I had serious reasons for needing to travel that I do not wish to post on an open forum, but would be willing to explain to a customer service representative if needed.

Also, thanks for all your hard work over the last few days. It can’t have been easy. I hope you get a decent Christmas break.

By: Julie Paris

Julie Paris — Wed, 23 Dec 2009 13:07:29 +0000

Will it simply be enough to produce my original Eurostar ticket and explain that I could not travel on the day I had my UK reservations for or do I need any additional documentation from Eurostar to travel on South West trains on Christmas Eve?

P.S. I appreciate the fact that this blog – and Twitter – are the only working channels of communication with Eurostar right now.

By: Sarah

Sarah — Wed, 23 Dec 2009 12:36:49 +0000

@ Julie Yes the same process will be taking place in the UK in regards to connections. On arriving at your destination you will be allowed to board the next available train.

By: Julie Paris

Julie Paris — Wed, 23 Dec 2009 12:21:18 +0000

Susan, I would be interested to know how you get on claiming for flights as I am in exactly the same position as you, having booked a flight back to the UK before Eurostar began operating a “restricted service” (and causing complete chaos at Gare du Nord by inviting people with tickets on the 24th to turn up a day early!!!)

By: Julie Paris

Julie Paris — Wed, 23 Dec 2009 12:17:43 +0000

Could you answer the question about reciprocal agreements for British trains please? It appears that SNCF are honouring reservations on French trains and I was just wondering what is happening on the UK side…

By: Sarah

Sarah — Wed, 23 Dec 2009 12:06:51 +0000

@ Susan I’m sorry I don’t have any more information that I can give you on how the claims for expenses will be reviewed