Eurotunnel - When 'Refundable' doesn't mean refundable

PoodleTOodler

I’m getting no response from Eurotunnel through any channel and wonder if anyone has got refunded on a ‘refundable’ upgrade please?
It looks like miss-selling and buyer beware.

I’ve tried phoning and several messages outlining the problem as follows:

Dear Eurotunnel REFUNDABLE - Unless I'm missing something, you appear to have your own definition. Unable to to travel due to Covid, you offered me an upgrade 'Standard' to 'Refundable'. Then having taken that option I see stated in your T&C "2.2 When Standard or Short Stay Saver tickets are upgraded to Standard (Refundable), FlexiPlus or 5 day FlexiPlus, only the supplement paid for the upgrade will be refunded".

Please let us know if I'm miss-interpreting something. Sounds like a con to get people to lose cost of original ticket or miss-selling otherwise! Paying for an upgrade to make refundable and all you appear to repay is the cost of the upgrade and as such, is the ticket really refundable?

Grateful for your comments please.

Caz3121

Pretty standard - happens with flights and hotels as well, who would pay more for refundable tickets if they could buy a cheaper non-refundable ticket then pay to upgrade it to a refundable if they want a refund?
It looks like the issue is that, unless there are other benefits that come with a standard(refundable) ticket it is pointless to offer it as an upgrade to a standard.
Probably best to get the upgrade cost back and deal with your travel insurance for the non-refundable ticket cost.

Thrugelmir

If full refunds were available by booking non refundable tickets initially then upgrading at a later date to a refundable rate. Would result in a huge cost to the operator. Totally open to abuse.