Claiming compensation for late service of Eurotunnel

2/23/2015 5:00:01 PM

We were delayed by 3 1/2 hours last night! Having read the relevant Ts and Cs (and note that Eurotunnel is not governed by either the air or train regulators for delay claims), you can only claim expenses if you are forced to stay in a hotel overnight because the trains aren’t running till the next morning.

9/2/2015 7:39:08 PM

If you have a legitimate complaint and have the supporting documentation, you can send a detailed description of your complaint to…

Customer Relations Team
Eurotunnel
UK Terminal
Ashford Road
Folkestone
CT18 8XX

They will reply within 3 working days with an acknowledgement. And their investigation will last a maximum of 28 days after which they will get back to you. If you are not satisfied with their response to your complaint, you can escalate. An explanation of how to escalate comes when they reply.

It’s best to send your notification of complaint as soon as possible.

If your complaint does not require supporting evidence and you expect the investigation to be straight-forward, you can simply email them at [email protected]

If they decide to remedy your complaint with compensation, they will use the relevant UK consumer protection guidelines and they have the option to compensate in kind.

Update 2 September 2015

Eurotunnel delays are becoming increasingly severe, and this may prompt them to revise their complaints procedure or to be more captious in processing compensation claims.

If this eventuates, Travellers should be advised that claims will need to be rigorously documented and the ‘small print’ may contain newly worded exculpatory clauses.

See also: http://www.bbc.co.uk/news/world-34125950

10/20/2019 7:37:59 PM

Assuming you went by train (I’m not sure if the same rules apply to the car-train) you should be entitled to 25% refund if you were between 1h and 2h late at arrival, according to the European Rail Passenger Rights.

That website also states you should claim that refund from the railway – many have some online forms for that, Eurostar has information here. In any case they will have some address for complaints listed – a letter to that address should do.

Update – the EU rail passengers rights don’t apply to a shuttle service

Credit:stackoverflow.com‘

About me

Hello,My name is Aparna Patel,I’m a Travel Blogger and Photographer who travel the world full-time with my hubby.I like to share my travel experience.

Search Posts

Latest posts

Popular posts