Eurostar no refund

frumpymum

Help! For my husbands 40th birthday dec 2009 I booked a trip on eurostar to brugge as a surprise. This was a big deal for me as I am disabled, have Aspergers and 3 young children. I planned a year in advance so I could start saving & arranged for children to be looked after - not easy as had to split up as no-one would have all 3. The morning we were due to travel (dec 09) was the day the trains got stuck in the tunnel. We arrived in London to find out we would not be able to travel. This incident deeply affected me as I had put so much into it, I think I cried for a week! It is still affecting me now causing me upset if I think about it. I finally got round to asking for my refund in dec 10, I had not been able to face up to it before then. Today I received a letter from Eurostar telling me they will not issue a refund as it is past Feb 2010. No-one told me I had to apply in a certain time, in fact the travel agent I booked with told me a few days after incident that I could go in and get a refund any time, they was no hurray. To someome with Aspergers this means just that 'there is no time limit'. I did not imagine it actually meant any time soon! Does anyone have any ideas what I can do? I lost £400 as a result of this and my husband had to go without a 40th birthday present. I am gutted!!!

robpw2

frumpymum wrote: »

Help! For my husbands 40th birthday dec 2009 I booked a trip on eurostar to brugge as a surprise. This was a big deal for me as I am disabled, have Aspergers and 3 young children. I planned a year in advance so I could start saving & arranged for children to be looked after - not easy as had to split up as no-one would have all 3. The morning we were due to travel (dec 09) was the day the trains got stuck in the tunnel. We arrived in London to find out we would not be able to travel. This incident deeply affected me as I had put so much into it, I think I cried for a week! It is still affecting me now causing me upset if I think about it. I finally got round to asking for my refund in dec 10, I had not been able to face up to it before then. Today I received a letter from Eurostar telling me they will not issue a refund as it is past Feb 2010. No-one told me I had to apply in a certain time, in fact the travel agent I booked with told me a few days after incident that I could go in and get a refund any time, they was no hurray. To someome with Aspergers this means just that 'there is no time limit'. I did not imagine it actually meant any time soon! Does anyone have any ideas what I can do? I lost £400 as a result of this and my husband had to go without a 40th birthday present. I am gutted!!!

why has it taken you a year to ask for a refund ??
is there someone who could ring eurostar and explain your case and see if they cannot help arrange a goodwill gesture?

frumpymum

Because I just could not bring myself to think about what had happened/ could not come to terms with the fact my special present to my very special husband was ruined by someone elses action (ie eurostar getting trains stuck!). I did explain the circumstances in my letter to them.

HXDave

Sorry to hear of your predicament, but again it must be asked why it has taken so long to request a refund.

Anyway, that aside, have you tried speaking with your Travel Agent about this? Really, you could have just asked them back when this incident happened to request a refund for you. After all, it's what travel agents do, and the reason why sometimes travel agents are a little bit more expensive than booking directly (because you pay for a 'service' - in this case, to request & process the refund).

Give them a call, and see what they say. It may be that Eurostar have actually refunded the travel company already, and the money might be sitting in their account waiting to be claimed.

HXDave

robpw2

frumpymum wrote: »

Because I just could not bring myself to think about what had happened/ could not come to terms with the fact my special present to my very special husband was ruined by someone elses action (ie eurostar getting trains stuck!). I did explain the circumstances in my letter to them.

i really think you need to speak to them by phone
and hope you get someone kind to speak to , the fact that it took you a year is the issue
in their terms and conditions it says

36. Handling of Refunds and Compensation

36.1 We will provide you with confirmation of a delayed Eurostar train service upon your request. You must make your claim for compensation for delay under the PRR within two (2) months of the date of delay by presenting the original ticket to us along with the confirmation of the delay. Claims for compensation in accordance with Eurostar’s Compensation Policy as set out in paragraph 33.2 must be made and used within twelve (12) months of the date of the incident.

its the fact it taken you 12 months and your required to do it in 2 months that is the issue

jpwjpw

"36. Handling of Refunds and Compensation

36.1 We will provide you with confirmation of a delayed Eurostar train service upon your request. You must make your claim for compensation for delay under the PRR within two (2) months of the date of delay by presenting the original ticket to us along with the confirmation of the delay. Claims for compensation in accordance with Eurostar’s Compensation Policy as set out in paragraph 33.2 must be made and used within twelve (12) months of the date of the incident."

Surely, this applies to delays rather than refunds. The service was never provided, so surely you should be able to claim a refund or replacement ticket. I don't know where you stand legally though, definitely give them a call and speak to someone.

dmg24

jpwjpw wrote: »

"36. Handling of Refunds and Compensation

36.1 We will provide you with confirmation of a delayed Eurostar train service upon your request. You must make your claim for compensation for delay under the PRR within two (2) months of the date of delay by presenting the original ticket to us along with the confirmation of the delay. Claims for compensation in accordance with Eurostar’s Compensation Policy as set out in paragraph 33.2 must be made and used within twelve (12) months of the date of the incident."

Surely, this applies to delays rather than refunds. The service was never provided, so surely you should be able to claim a refund or replacement ticket. I don't know where you stand legally though, definitely give them a call and speak to someone.

The PRR applies to cancellations also.

Spursman180

I don't know what the current corporate structure is, but the chief exec used to have his own customer relations exec, who used to deal with correspondence on behalf of the CEO without it going into the normal process. This individual certainly had a lot more discretion over making decisions regarding difficult situations. I would not think that you would get a refund as that is directly off the bottom line but a greater chance of getting vouchers to use. I know this is not getting your money back but as you've gone beyond any compo window as stated in their T's & C's, looking at a grace and favour approach along the lines of your mistake, can't really afford to lose the value, saving the money and making the plans with your circumstances has been more difficult than one normally would expect and is there any way they can help, and other suitable weasel words and phrases.

Unless the set-up has changed since I was there I would think there is some opportunity of kindly assistance. The HQ has changed a lot more since the relocation to Kings X. But I know that there certainly are (still?) some genuinely considerate people who will try to help.

If you don't want to call, write to the chief exec at
Nicolas Petrovic C.E.O.
Eurostar International Limited
Times House
Bravingtons Walk
Regent Quarter
London N1 9AW

Good luck

Spursman180

Cityboy wrote: »

The OP is not requesting compensation just a refund of the fare paid so the time limits stated within the section on compensation don't apply! Furthermore, Eurostar purport within their Conditions of Carriage to implement EC 1371/2007 under which there is an entitlement to a refund if the train operator cancels the service booked. There is no time limit stated for requesting a refund there.

I don't know if there are any hangovers from when the delay occurred the company at that time was Eurostar UK Ltd and it has subsequently changed to Eurostar International Ltd. Certainly a different CEO, FD, company sec and Legal director.

I was approaching the situation on trying to help in getting more of a gentler approach as there may be added unwelcome stress in pushing things?