Accolades for Eurostar

Tom Harmon’s letter about the treatment he received from Virgin Trains ( RAIL 867) contrasts quite markedly with the positive and helpful way I’ve been treated recently on two occasions by Eurostar.

The first occurred through the late running of the connecting Thalys train from Amsterdam to Brussels. On this occasion, Thalys staff took particulars of those booked onto Eurostar, and in response it was agreed that Eurostar would be delayed by 20 minutes. On arrival at Brussels, everyone affected was identified at the gate and treated to a fast track (priority) procedure by Eurostar and even re-allocated seats to coaches nearer the top of the escalator. No questions needed asking - they were there to help.

On a second occasion, my journey from Frankfurt to Brussels was delayed by four hours due to German DB strike action, and I missed my booked train on to London.

On arrival at Brussels, I was ushered by Eurostar officials (along with other frustrated travellers) to a special desk, where (upon production of my reservation) a supplementary new booking was placed on the next train. Again, no questions needed asking as they knew the delay was unavoidable.

Both Virgin and Eurostar bombard their customers with chirpy pieces before and during their journeys. But for me Eurostar also understands and respects its customers when they encounter unavoidable difficulties in their travelling, and does what it can to help.

The high handedness, suspicion and blocking tactics Tom Harmon encountered are quite unnecessary. Perhaps Eurostar might bid in the next West Coast franchise competition!

Graham Allan, Cumbria