Le Shuttle - compensation

mshaverin

Although I can think of a few alternative names right now! The last information that I can find is that they have managed to avoid EU legislation regarding compensation for delays since they are not international carriers and fall outside of the rail service obligations. Is this still the case? Whilst I have 'suffered' several delays with their service and fully appreciate that they have limited options with regards to technical difficulties, being advised of a 3 hour delay and then spending 6.5 hours stuck at the terminal with 3 dogs, a mother with a flare up of rheumatoid arthritis and absolutely no consideration and total refusal to look to offer an alternative train despite others being offered ferry crossings has really got my goat.

I had another complaint in from a few weeks earlier about being delayed due to being directed to the wrong lane at Folkestone so know that they are not looking at any complaints and just firing off a standard email - below - whilst their complaints process effectively says to get stuffed and take it up with small claims mediation (their contract effectively removes them of all responsibility or need to offer appropriate customer service), the European online dispute resolution service or M!diation Tourisme Voyage which is not particularly helpful. Compensation appears to be a word which is missing from their vocabulary!

mgdavid

If you want less risk of delay or less impact when they occur, go by ferry, or fly, or don't travel. Too much compensation culture nowadays.

mshaverin

Not travelling is not an option. Ferry's I have avoided because of the dogs and reported deaths when they have made errors when closing up the car deck. How else would you suggest that a) Eurotunnel are forced to improve their customer service and b) could apologise to me for the rubbish service AND customer service that they fail to provide? It is not a case of compensation culture but since I can't now refuse to pay for poor service alike I would in a restaurant I have limited options given their no response to complaints

mgdavid

what class of ticket did you purchase?

mshaverin

Standard - whilst we spend time in France we don't travel enough to warrant the flexi-plus. Besides, if they aren't held to answer to complaints, how will they ever improve what was, on that occasion, dire customer service?

benjus

I've complained twice about delays on Le Shuttle. First time (2014) I got a 50% refund and a free return trip, second time (May this year, not such a long delay) I got a credit to use against a future booking.

Don't know if they've changed their policy or if you're just doing something wrong...

ElefantEd

When we last travelled on Le Shuttle (last summer) we were delayed for a several hours. We contacted them via email, and didn't hear back for a while, then lo and behold, a credit for the full amount appeared on our credit card. So worth asking, certainly. Although they aren't bound by the legislation, they seem to have a reasonable policy. We had booked on a specific train, but I think you may have to if you're going by car - it means they can see how long the actual delay was very easily.

mshaverin

I will try again this weekend for the latest complaint, I have started to calm down a little as I have caught up with work some what

isplumm

mshaverin wrote: »

Not travelling is not an option. Ferry's I have avoided because of the dogs and reported deaths when they have made errors when closing up the car deck.

Reported deaths .... dogs or people???

Just for your information - Brittany Ferries have dog friendly cabins from Portsmouth to Le Havre - I think there is about 15 of them - they go quick - but they are quite good - my wife used one a few weeks back.

Mark

bigadaj

isplumm wrote: »

Reported deaths .... dogs or people???

Just for your information - Brittany Ferries have dog friendly cabins from Portsmouth to Le Havre - I think there is about 15 of them - they go quick - but they are quite good - my wife used one a few weeks back.

Mark

Unfortunate phrasing.