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Arrived in good time to find train had been cancelled and next one would be in an hour. That one came and lots of newly arrived cars were loaded. Our lines were ignored and had to wait another hour. Total shambles and waste of money. Please staff up properly and don’t abuse your monopoly.…
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Date of experience: December 2020
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Can’t think of a better way to cross the English Channel. Swift and relaxing. Customer service is always excellent. Duty free both sides is always clean and vibrant. Offers are always worth shopping for
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Date of experience: September 2020
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I was unlawfully stopped by the pet check point in Calais who read my pet passport wrong, even though I offered to put my vet in contact with them to verify the date. It was late in the afternoon, pouring with rain and I was alone with two suitcases and a puppy having been travelling since dawn and they were so incredibly rude and disrespectful to me and refused my travel despite all my documentation being completely valid and legal. I had no choice but to stay overnight in Calais and re-book my pet taxi for the following day which was a huge financial and emotional strain. I followed this up afterwards via the Eurotunnel support email and after a month they replied saying the 1 in the date looked like a 2 (even though the two 2's next to it clearly distinguished it apart) and didn't offer me an apology or any sort of re-imbursment. I tried to appeal my case and the manager Joanne Tanton responded simply to tell me that no one would respond to any more of my emails. I am so appalled by this treatment of an official government approved service and the dismissive attitude I have been given. I have no choice now to take this to the press and take legal action. They had no regard for the safety of a young woman alone in the dark and left me to walk around completely vulnerable for absolutely no reason. The worst experience.…
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Date of experience: October 2020
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Everything went perfect, the train was right on time and after usually taking the ferry, we enjoyed the fastest trip to the UK ever. The border control was friendly and so was a the other staff.
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Date of experience: September 2020
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Dreadful experience returning from France using Flexiplus. Plain and simple poor organisation of the Flexiplus queue. I watched 200 cars pass me in the queue for border controls because the Eurotunnel staff were not actively managing the Flexiplus queue and just had a single line going to one border control person. When I’ve paid a privilege price for Flexiplus I don’t expect to get any slower than the normal lanes. 1h to clear both French and British controls from check-in, yes 1h. Don’t blame border control it’s your job to manage the lines. Then to make it worse the offering in the French Flexiplus lounge was pathetic, frozen little cakes in a bag, really... At least the English lounge was good. Remember who the customer is Eurotunnel when they are paying exorbitantly for Flexiplus service. …
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Date of experience: August 2020
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