Brilliant customer relations (Euro Tunnel)

Member Name: bigmomma

Product:	Euro Tunnel
Date:	13/07/00 (558 review reads)
Rating:

Advantages: efficient

Disadvantages: nothing to do if there's a delay, except spend money

We have travelled over to France using Eurotunnel many times since it opened and never had any delays. However in April, we had a three hour delay because of a broken down train stuck in the tunnel that needed to be removed.The car park was filled to overflowing, but once the problem was sorted, we were quickly on our way. During our three hour wait in the terminal, with very little to do, some of the staff from the customer info desk were handing out a £5 voucher per passenger which could be spent in the terminal at either end. We managed to get four. They were also handing out cards with the customer services address on so we could write and complain. I did this when we got back from holiday. I got a very good response: a full explanation of what the problem had been, an apology for the inconvenience caused, a free ticket equivalent to the journey we had made (valid for a year) and a free day trip ticket, valid to the end of June (which we used for a shopping spree). All this on top of the £20 in vouchers we collected on the day. I'd say this was pretty damned good customer relations-and I'm not easily impressed! If only more companies behaved this way in response to customer compaints!

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