Eurotunnel frequent traveller

mirrorcarp_2

I purchased a Eurotunnel frequent traveller in June 2020. Of the 10 single trips i paid for upfront at a cost of £480 i have only managed to use 2. This is solely down to covid and my inability to travel for obvious reasons.
With no prospect of travelling anytime soon i have contacted eurotunnel and asked for an extension or refund. They are not being particularly helpful at the moment and have thus far refused to offer an extension. They seem to have a use it or lose it attitude which in the present climate seems frankly ridiculous. If this situation does not change they are going to be taking an awful  lot of peoples money where no service has been provided.
I was wondering if anyone on here has been in a similar position and had any success from Eurotunnel in getting an extension to their frequent traveller wallet.

sheramber

What do the terms and conditions ,which you agreed to when you bought it , say about refunds? 

As your wallet is valid for 12 months until June 21 you may still be able to use it before is ends. 
From a review on trip advisor ( 13 Jan) someone whose wallet was ending has had a new 12 month wallet issued 
So wait until June before asking again.

nilanteh

To be honest as you purchased in June in the middle of a pandemic they may feel that you knew the risk and that there was a very good chance you might not get to use it in full. As above it will depend on the terms you agreed to when you purchased 

mirrorcarp_2

Terms and conditions state basically use it or lose it( obviously not in those words ) but they were happy to sell it to me in June. The lockdown was over , travel corridors opened up and naively or not i never thought we would be where we are as a country now , how could i have known.
I have had concert tickets honoured , weekend hotel breaks refunded and flights re imbursed. If all these other businesses have had sympathy for their customers why should Eurotunnel be different. I have paid for a service i cant use through no fault of my own. Maybe im in the wrong but to me it seems very harsh and leaves a bad taste in the mouth. I cant be the only one with this issue as i believe they sell about 15000 of these a year, thats a lot of money.

mattyprice4004

It’s also not their fault, and while I see your point you also need to look at it from their point of view - how else would you get over to France for a similar price?
You can’t - so there’s no ‘negative’ side to their ‘like it or lump it’ attitude in terms of future business. 

It’s quite shady, but that reasoning will be a part of their stance; you’re a captive customer. 

eskbanker

mirrorcarp_2 said:

I have had concert tickets honoured , weekend hotel breaks refunded and flights re imbursed. If all these other businesses have had sympathy for their customers why should Eurotunnel be different.

Why should they be the same?  Many companies have refunded, either by choice or by legal obligation (it's certainly not all out of sympathy), but many haven't, so you can't just assume that all businesses are the same....

sheramber

These companies have refunded because the event did not  take place.
Once you get to June and can say you could not travel the issue will be different.
But, until then, it could be possible for you to travel say from March to June so they are not likely to do anything at present.
 

mirrorcarp_2

Ok , i take all your points on board , however i know for a fact they have extended the frequent traveller to some people. One person i know who purchased in June same time as me. His has been extended until june 2022. It would appear it is at the discretion of whoever picks up the phone or answers your e mail. 
The problem with waiting till june is that i would like to plan for late summer ,autumn but find it hard to pay them more money when its possible i might not have to.
I understand there are far greater problems to be dealing with but was just curious if anyone on here has had a different outcome to myself when contacting them , and if so how did they manage it.

sheramber

Having been caught out already by travel restrictions I am surprised you would want to book anything until  the situation is clearer. 
Restrictions on international travel may still be in place . 

Thrugelmir

mirrorcarp_2 said:

Terms and conditions state basically use it or lose it( obviously not in those words ) but they were happy to sell it to me in June. The lockdown was over , travel corridors opened up and naively or not i never thought we would be where we are as a country now , how could i have known.

Don't recall that the global pandemic was over. In fact Leicester went back into localised lockdown on the 29th June. You knew the facts, your made your own choice.  Nor did they sell it to you. You bought the package. Given the regular commuting between London and the continent. Many people made use of the ticket offer. 

[Deleted User]

As has been suggested - wait until June you may find you get offered an extension then although your claim that you have bought something you cannot use is not strictly accurate as you say you have used it TWICE.  So you have used it and may still be able to use it before June.  I don’t think they are being unreasonable in this instance.   Sorry