A recent incident involving elderly passengers on the Eurostar service has raised concerns about customer care and travel standards. On October 10, a group of friends boarded the 9:43 am Eurostar train from Brussels to Paris. However, just three hours before their departure, they learned that their train had been cancelled.
Unpleasant Journey for Elderly Travelers
The group, consisting predominantly of individuals in their early 80s, had already made their way to Antwerp when they received the cancellation notice. They managed to reach Brussels where they were told by Eurostar staff to use “jump seats.” Unfortunately, upon boarding, they discovered that no seats were actually available.
As a result, these elderly passengers were forced to stand for the entirety of their journey to Paris. Karen Morris, whose 81-year-old father was among them, voiced her frustration over the situation. She noted that the train’s bar was closed, and refreshments were unavailable during the trip. Only small bottles of water were provided shortly before their arrival in Paris.
Eurostar’s Response and Apology
Morris expressed her disappointment in a letter to The Times, stating that Eurostar’s online system indicated that the group was not eligible for compensation. This led to confusion and distress for the passengers. In response to the public outcry, Eurostar has issued an apology and committed to improving their handling of such situations.
- Eurostar apologized for the experience of Mr. Morris and his group.
- The company acknowledged that they fell short of expected comfort and clarity for their customers.
- Passengers were misinformed about the availability of seats on the train.
- Due to the booking being made through a third party, compensation claims were initially denied.
Eurostar has stated, “During a disruption, a limited number of customers may be allowed to stand on our services if they decide to.” The company has since promised to investigate the matter further with its teams in Brussels, ensuring that similar incidents do not occur in the future.
