Eurostar: Lessons on preparedness & customer service

Posted by admin on 21/12/2009 under Uncategorized | Be the First to Comment

It’s been a tortorous week for me and others; firstly I got stuck in Geneva due to adverse weather in London. However my 11 hour delay is nothing compared to the Eurostar drama.

My previous posting talks about the need for good customer service, well Eurostar, read my blog! You go it sooooooooooooooo wrong! over 10,000 passengers now stuck in theree major cities some in excess of 48 hours. The worst of it, poor communication and inappropraite responses. I mean, telling people to go to Dover and get a ferry and NOT provide any transport is utterly contempt if nothing esle.

Then to add insult to injury, they put an advert while 2,000 passengers are stranged on 5 trains in the Channel tunnel encourging them to use their services. Now I’ve used Eurostar and its a fabulous service; especially whn you get a £59 single ticket (for non UK readers I can’t get to Manchester for that!) BUT the insensitivity of it says it all. I know it’s a computer generated email blah blah blah BUT someone musy have thought of stopping their promotion campaign and get into damage limitation mode. To help Eurostart, The idiots guide to damage limitation is between d and e in any good library shelf; clearly not something they have had to do before.

Merry C hristmas; Bonne fetes; Nollaig shona dhuit (English/French/Gaelic)