Claiming compensation for late service of Eurotunnel
Yesterday I was coming back from France using the Euro Tunnel, and they had substantial delays of about 90 minutes. Hence the question: when is it possible to claim any compensation from them for the delay? What is the procedure and what are the possible compensation levels?
EDIT: Clarification - I took the car-train.
Best Answer
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 customer.relations@eurotunnel.com
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
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Can you get compensation for delayed Eurotunnel?
We offer compensation for trains that are delayed over 60 minutes, so depending on how long you were delayed, you may be able to claim a Eurostar e-voucher....Length of delay.Length of delayE-voucher value120-179 minutes60% of the value of the affected ticket180 or more75% of the value of the affected ticket1 more rowWhat happens if I am late for my Eurotunnel?
What happens if I miss my departure time? You are likely to be subjected to delays and we therefore strongly recommend that you arrive in plenty of time for your reserved departure. If you miss your booked departure you may also be required to purchase a new ticket.How do I contact Eurotunnel?
If you do not have access to the internet, you can call our Contact Centre on 0330 1233207 where one of our API team will add your passenger information to your booking.How do I contact Eurotunnel by email?
Please send an email to shareholder.info@eurotunnel.com , confirming your surname, first name and address.Eurostar and Eurotunnel delays: what can I claim?
More answers regarding claiming compensation for late service of Eurotunnel
Answer 2
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
Answer 3
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.
Sources: Stack Exchange - This article follows the attribution requirements of Stack Exchange and is licensed under CC BY-SA 3.0.
Images: Maria Orlova, Mike Jones, Mike Jones, Yan Krukov