 Poster: A snowHead
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I have a couple of Eurostar ski train journeys planned before the end of the season, the first one due next weekend. They are currently offering the opportunity to cancel any bookings for travel due in the next month, receiving a credit note (e-voucher) for the full cost of your booking. This is good, but that e-voucher has to be booked by 30 June, for travel no later than 12 December 2020. I pointed out to Eurostar that this is no use to people who would wish to re-book another ski train journey next winter, which they said they understood but that was the offer. I then asked if they were continuing to operate the ski train service, and they said that
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| There are no travel restrictions in place across the countries across our network and we continue to operate our services as normal and our Conditions of Carriage continue to apply. We remain in contact with the authorities and, should guidance change, we will publish any further updates and contact customers as appropriate. |
Anyone think the French or British authorities will prohibit Eurostar train services from operating within the next week? I thought I saw some reference earlier today to the French government suspending rail services, or did I imagine that?
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Obviously A snowHead isn't a real person
Obviously A snowHead isn't a real person
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@rob@rar, They are being very careful in their wording, they don't want to pay out. Their offer is BS as its not relevant to ski train. I would just complain like mad, escalate up, the chief exec is Mike Cooper contactable via email mike.cooper at eurostar.com
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Well, the person's real but it's just a made up name, see?
Well, the person's real but it's just a made up name, see?
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| thefatcontroller wrote: |
| @rob@rar, They are being very careful in their wording, they don't want to pay out. Their offer is BS as its not relevant to ski train. I would just complain like mad, escalate up, the chief exec is Mike Cooper contactable via email mike.cooper at eurostar.com |
Yeah, it's a pain. I don't want a cash refund, more than happy to transfer my booking to next winter. I'll wait until as late as possible before claiming my e-voucher for next Saturday's journey in the hope that the service is cancelled, and then I'll be able to claim a cash refund. In the meantime I'll continue to push their customer service to be a bit more flexible, and will try a speculative email to their CEO.
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You need to Login to know who's really who.
You need to Login to know who's really who.
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Anyway, snowHeads is much more fun if you do.
Anyway, snowHeads is much more fun if you do.
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I don't know if this relevant but the SNCF are reducing the train service internally in France. There is talk of a total lock in next week (from Wednesday) as the Parisians were ignoring the advice to stay indoors today and were out socializing in large numbers. The lock in will coincide with a skeleton train service running.
Pres. Macron to speak to the nation on Monday night, he's expected to announce a total lockdown.
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You'll need to Register first of course.
You'll need to Register first of course.
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| davidof wrote: |
I don't know if this relevant but the SNCF are reducing the train service internally in France. There is talk of a total lock in next week (from Wednesday) as the Parisians were ignoring the advice to stay indoors today and were out socializing in large numbers. The lock in will coincide with a skeleton train service running.
Pres. Macron to speak to the nation on Monday night, he's expected to announce a total lockdown. |
Thanks, I guess this is what I picked up a little of from somewhere. I'd much rather that Eurostar were a bit more cooperative than see the whole thing shut down so that I can claim the cash back. But if that's what it takes for them to look after their passengers caught up in this, so be it.
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| thefatcontroller wrote: |
| ... the chief exec is Mike Cooper contactable via email mike.cooper at eurostar.com |
Just a quick follow-up. I did email Mike Cooper and a few days later got a reply back from one of his executive team. This email essentially re-stated their policy, which was that any vouchers issued if a customer cancelled had to be used before 12 December. I followed that up to argue that for Ski Train customers this was useless, and while their policy might have been an oversight as the Ski Train is such a small part of their operation it did feel like it was a cynical move designed to not recompense their customers for a service which was likely unusable. I explained I would have been happy to claim a voucher, knowing it would ease their cashflow problems, but only if I could use that voucher in the future. After another few days they just replied to say that they were taking account of their customer feedback, so had changed the expiry date of refund vouchers from the ski train service so they could be used for any booking in the 2020/21 season.
That's all well and good, but in the meantime the ski train services for the rest of there winter were formally cancelled so I claimed a full cash refund on my bookings under their usual T&Cs because I was worried that I might lose all my money.
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You'll get to see more forums and be part of the best ski club on the net.
You'll get to see more forums and be part of the best ski club on the net.
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@rob@rar, stupid of them as your initial argument was simple logic. I am 99% confident we will have a 20/21 season 
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| thefatcontroller wrote: |
| @rob@rar, stupid of them as your initial argument was simple logic. I am 99% confident we will have a 20/21 season |
Yeah, not smart planning on their part. I wanted to do what I thought was the correct thing, and provide a little bit of help with their cashflow, but unfortunately their policy made that impossible. I'll book some Ski Train tickets for next winter as soon as they are released - I wonder if they do that earlier this year to help with getting some cash coming in to the company?
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snowHeads are a friendly bunch.
snowHeads are a friendly bunch.
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@rob@rar, Yep, stupid. Have heard most of the train companies are being sensible & protecting cash.
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