Travellers risk extra costs under new Eurotunnel ticket rule
Some fare options are less flexible and less forgiving of lateness
Arriving less than 60 minutes before departure could void the out and return journey between Calais and Folkestone
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Eurotunnel rail service, LeShuttle, has altered its ticketing terms meaning customers who arrive late may have to purchase another ticket.
The rail company, which transports road vehicles and passengers from Calais to Folkestone via the Channel Tunnel, updated its travel terms and conditions on March 5.
From this date, customers with ‘Day Trip and Overnight’ tickets must arrive at least 60 minutes before departure, otherwise their journey will be void without the option of exchanging for a later trip.
Prior to the rule change, customers (all fare types) could amend their ticket the day before travel (subject to availability) or exchange their ticket if they arrived up to two hours after the booked departure time.
Tickets could still be exchanged up to 24 hours later, however passengers were asked to pay the price difference between bookings.
Arriving any later than 24 hours meant tickets could not be exchanged.
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New ticketing conditions
LeShuttle offers six types of tickets with varying levels of flexibility.
Prices range from £59 for ‘Day Trip and Overnight’ to £274 for ‘Flexiplus’ fares.
The updated ticketing terms mean ‘Day Trip and Overnight’ are now non-amendable prior to departure. These tickets must be bought as part of a return journey, however arriving late for an outward trip will void both out and return tickets. This means a new journey must be purchased at the more costly last-minute rate.
All other ticket types are amendable and offer some flexibility, allowing passengers to arrive up to an hour after the booked departure time, with some fares permitting a four-hour window.
Terms state: “If you arrive within the ticket flexibility period your booking will be exchanged for the next available departure, subject to availability. We cannot guarantee that the next available departure will be on the same day.”
Passengers must check in at least 60 minutes before departure, regardless of the fare type, to secure their place on the selected journey.
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LeShuttle responds
LeShuttle states: “After reviewing customer preferences and behaviours, we decided that we need a new simpler ticket structure that matches the needs of our customers.
The new tickets mean more flexibility and control to our customers to select the experience that meets their needs. If opting for the most restricted ticket customers must arrive in time to travel on their booked departure and this cannot be changed.
We believe that the terms of our tickets are important and when our new terms came into force, we drew our customers’ attention to this fact. This is why the main points a customer needs to be aware of when selecting a ticket (for example, whether a ticket is amendable or refundable) are highlighted on several occasions during the booking process.
Customers must confirm that they have read the ticket terms prior to making a booking.
The wording in the booking confirmation has been updated to say “You must Check-in 60 minutes before departure”.
We feel that the information provided on our website is in line with other travel providers and our revised ticket terms are displayed clearly.”
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