Eurotunnel sahuttle - help please

placemat

We had shuttle booked for Sunday 20th. Dec. 9.20 A.M. - the weather deteriorated, warnings by the police & tv were of broken down trains, delays, warnings not to travel, port closure etc. Tried all day Sat 19th & Sun. 20th. to phone Eurotunnel but only recieved automated messages with very little info on them. As we are both pensioners and my wife is disabled we had no wish to travel in these conditions so kept clear of Folkstone.
We are still trying to speak to a person at Eurotunnel but are still getting automated messages directing you to the internet to re-book another date. We have had to alter our plans for Christmas ( were going to spend it at our daughters ), the point being that a refund would be more appropriate to our circumstances.
Eurotunnel and Eurostar are different carriers, Eurostar seem to be offering refunds but as yet no info on refunds from Eurotunnel, very frustrating as it is not possible to speak to a person only machines.
We cant be the only ones to be in this position, so I wonder if anyone knows anything we dont or has had similar experience or can help at all.

Doc_N

Why not email them at [EMAIL="customer.relations@eurotunnel.com"]customer.relations@eurotunnel.com[/EMAIL]?

In the circumstances, and particularly in view of the extract below from the website as I write this, your claim to a refund is pretty well inescapable. Give them your booking details and ask them how you go about getting a refund.


Eurotunnel Shuttle services are currently running, but very heavy traffic levels (the residue from the incidents with broken down Eurostar trains on Friday night) means that the Folkestone Terminal is at saturation point.

Eurotunnel has therefore regretfully had to take the decision, on safety grounds, to stop accepting new car traffic onto its Folkestone Terminal. Customers are advised NOT to make their way to Eurotunnel.

placemat

Thanks will try

PolishBigSpender

Eurotunnel IS carrying pre-booked travellers, it's only closed to new bookings at the moment. However, I believe they're running about 2-3 hours behind - which should be cleared by tonight. The message is ambiguous and badly worded - but the latest information I have is that they are most certainly accepting pre-bookings, they're just not accepting turn-up-and-go traffic.

peachymummy

They don't seem to be accepting prebooked customers either. My parents were due to travel today and received an email yesterday to advise them they're booking had been cancelled and to rebook after 29 Dec. They don't want to rebook either so are going to email customer services to ask for a refund.

"Due to heavy traffic levels, the residue from the incidents with broken down Eurostar trains on Friday night, Eurotunnel Passenger Service is temporarily suspended.

Your day trip booking for travel tomorrow has been cancelled as a result. Please do not make your way to Eurotunnel as your booking will not be valid.

Day trip bookings will resume after Christmas. To rebook your travel to an alternative date, please call our Contact Centre on 08443 35 35 35 as from the 29 December or visit eurotunnel.com and amend your booking online. "

Doc_N

peachymummy wrote: »

They don't seem to be accepting prebooked customers either. My parents were due to travel today and received an email yesterday to advise them they're booking had been cancelled and to rebook after 29 Dec. They don't want to rebook either so are going to email customer services to ask for a refund.

"Due to heavy traffic levels, the residue from the incidents with broken down Eurostar trains on Friday night, Eurotunnel Passenger Service is temporarily suspended.

Your day trip booking for travel tomorrow has been cancelled as a result. Please do not make your way to Eurotunnel as your booking will not be valid.

Day trip bookings will resume after Christmas. To rebook your travel to an alternative date, please call our Contact Centre on 08443 35 35 35 as from the 29 December or visit eurotunnel.com and amend your booking online. "

Understandable in all the circumstances, but a bit rough on anyone who was planning to pop across the channel to get all their Christmas drinks! I can see some interesting discussions between Eurotunnel and passengers who've had their tickets cancelled coming up soon.

Barnabysue

Doc_N wrote: »

Why not email them at [EMAIL="customer.relations@eurotunnel.com?"]customer.relations@eurotunnel.com?[/EMAIL]

That's their complaints department. The correct address for pre-travel queries is [EMAIL="sales.support@eurotunnel.com"]sales.support@eurotunnel.com[/EMAIL], but to be honest you're better off persevering with the telephones, they're snowed under with emails.

If you booked directly with them on or after December 2nd, your booking confirmation should have a Password that enables you to change your booking online, but that doesn't apply to Tesco Voucher bookings or bookings with insurance included.

PolishBigSpender

Doc_N wrote: »

Understandable in all the circumstances, but a bit rough on anyone who was planning to pop across the channel to get all their Christmas drinks! I can see some interesting discussions between Eurotunnel and passengers who've had their tickets cancelled coming up soon.

Day trip bookings were cancelled, yes - but they were honouring travellers who were travelling for longer.