Eurotunnel refund

Wemlad

Morning, does anyone have any experience of getting a full refund from a standard Eurotunnel booking, I have read that the flexi plus booking will give a full refund but with the standard booking you can amend the booking for a future date, but if you have no future plans within the next 12 months to use the service, then can you get a full refund? any help appreciated. Thanks Neil.

Caz3121

no, standard tickets are not refundable
https://www.eurotunnel.com/Eurotunnel/files/ff/ffb11852-fc85-420b-bebd-fc1a08980499.PDF
possibly something to sort with your travel insurance should the reason for cancelling be the FCO guidance

Wemlad

Thanks for your reply, i'll look at any possible options

bc1975

Hi - I’m a bit late responding but see my reply to the post in the link below. Their Ts&Cs suggest to me that you should be entitled to a refund. Bon chance!

https://forums.moneysavingexpert.com/discussion/6119804/eurotunnel

Caz3121

there will be a difference based on the scenario
trains still operating as scheduled. passenger decision not to travel = rebooking only unless Flexi plus ticket
train not operating - refund should be given

bc1975

Trains are not operating as scheduled - they are reduced to just one per hour, and EuroTunnel aren’t telling people when past the hour each leaves, so I imagine there are delays.

Crucially though, I don’t think this is a situation where “passenger decides not to travel”. The regulations in UK and France now are such that the service cannot be operated for the majority of passengers. If you show up as a holidaymaker etc without French paperwork for travel then EuroTunnel will refuse boarding at the terminal. 

I know Eurotunnel’s position is as you describe - my point is that I don’t think their chosen interpretation of the terms is correct. And in any case it would seem to be a “frustrated contract” - no fault, but contract for travel cannot legally be completed as agreed so should be cancelled and refunded. 

Shoegal21

Did anyone manage to get a refund? I’m still trying but they will only offer me vouchers. We don’t know when we will be able to afford to go on holiday again as my husband has lost his job. I’ve complained to the CMA as well but so far no luck on a refund 😔

Shoegal21

I’ve managed to get a refund from them now. Hope everyone else manages to get one too 

safaristar2004

Hi Shoegal21! Well done on getting a refund. I am in the same position and desperately want to get a refund from Eurotunnel for our tickets from March when we also could not travel as France were not letting you in if it wasn't an essential journey. We have been offered vouchers, but I also don't know when we will be able to travel to use them so would much rather get a full refund, which I believe we should be given as we did not choose not to travel, but literally could not.

How did you manage to get your refund please? Any tips? What /who did you do/email/write/speak to etc? Many thanks! 

Shoegal21

Hi sorry I’ve just seen this. I contacted the competition and market authority and reported them then I emailed eurotunnel and explained our circumstances. My husband was made redundant about a month before we were suppose to travel and our daughter was 6 month old at the time so we couldn’t afford to go and felt uncomfortable about rebooking at the time. So I’m not sure if our personal circumstances made a difference. I got my information from here https://www.gov.uk/government/publications/cma-to-investigate-concerns-about-cancellation-policies-during-the-coronavirus-covid-19-pandemic/the-coronavirus-covid-19-pandemic-consumer-contracts-cancellation-and-refunds and I emailed customer relations stating this:

I have looked at the guidance issued by the competition and markets authority which states a customer should be offered full refund for when a consumer cancels, or is prevented from receiving any services, because government public health measures mean they are not allowed to use the service. I would like a full refund please in line with guidance issued by the government.  I hope this helps and you get a refund as well 🤞

safaristar2004

Thank you for your reply Shoegal! I am so sorry I haven't acknowledged it before now, but I only just saw it! I thought I would get alerted to any replies, but I didn't! Anyway, I will follow your advice and give it a go... thanks so much and fingers crossed, I get a positive response from Eurotunnel too!