Eurostar - A Service Designed by Felonious Gru from 'Despicable Me'!

A Service Designed by Felonious Gru from 'Despicable Me'! Despite the shiny outward image this company attempts to create, there underlies an organisation that is mean, incompetent and totally un-customer foccussed. Since inception of the service some 20 years ago there has been a significant decline in customer service. LOYALTY SCHEME The review they have made of their Loyalty programme is shocking - the architect must have been Felonious Gru from 'Despicable Me'. No warning of change, points have been lost overnight and a ridiculous new system introduced where to earn points the booking must be linked to individually named passengers own loyalty schemes. So if booking for your family, you will need multiple Loyalty schemes in place! Add to this the fact that you now have to have 500 points minimum to exchange points for a single ticket and your points are only valid for 12 or 24 moths before they get re-set to zero. Absolutely crazy. A huge marketing and PR blunder. Would be better to simply end the scheme alltogether. CUSTOMER SERVICE Returning from Paris on 2 January my family were treated with rudeness and disdain by member of their staff controlling the entry point to the check-in. Not good! BOOKING THROUGH TICKETS TO THE EUROSTAR TERMINAL Despite what their website suggests, it's simply not possible to purchase through tickets from Bedford to St. Pancras - the website won't allow it and their staff can't make it work either! As consequence, you end up spending a fortune on extra British Rail tickets! So sad that the facility they used to have in place with a fantastic chap in Cambridge called Bob has gone. You used to be able to buy BR tickets through Bob at excellent rates. Bob was made redundant and well you can't get through tickets anymore like that. Absolute shambles! ON- BOARD WIFI "Sorry sir it's not working" TELEPHONING EUROSTAR Recored music, Recored music, Recored music, Recored music,Recored music, Recored music,Recored music, Recored music,Recored music, Recored music,Recored music, Recored music,Recored music, Recored music,Recored music, Recored music - Impossible to get through. OBTAINING A REFUND FOR CANCELLED TRAINS Virtually impossible and complex because their systems cannot send refund emails to btinternet accounts! Our feelings for this company are rock bottom - we need another operator in place. Hope somebody from Eurostar is listening and will respond!
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ID
#1168349 Review #1168349 is a subjective opinion of poster.
Service
Eurostar Customer Care
Reason of review
Poor customer service
Preferred solution
Let the company propose a solution

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