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Eurostar Overbooking policy

London, United...
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Eurostar Overbooking policy

Booked on eurostar web site in april for 6 people to travel from Ashford to Paris may half term week arrived at Ashford to be told sorry train is overbooked you have no seats !!! no further explanation finally offered you can stand outside the buffet car !! Having no choice this is what we did with our luggage blocking the aisle for passengers wishing to get to the buffet or the loo !!Is this safe I ask ?? has anyone else had a similar experience ?? How can eurostar be allowed to get away with this surely a seat can only be sold once ???

Arrived for return journey to be told train not stopping at ashford due to new trains unsuitable for the platform ???

Then discovered our tickets had been cancelled so had to do battle again to get home got to be the worst customer service ever how have they got any customers left !!! Travellers need to be aware that this is happening and eurostar seem totally not bothered !!!

11 replies to this topic
London
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for London, Devon
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1. Re: Eurostar Overbooking policy

What was Eurostar's response to your official complaint?

Brussels, Belgium
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2. Re: Eurostar Overbooking policy

Had an earlier train been cancelled? I've had that situation with Thalys, where they may well have only sold each seat once on each train, but then had to combine 2 trainloads into one, meaning that obviously one lot didn't get the seats supposedly reserved.

That wouldn't explain how your return tickets got "cancelled" though - or why the timetable had not been altered to remove Ashford when they must have known they could no longer service it. What did they say when you contacted customer service? Did they replace the tickets that had been cancelled? And after being taken past your stop, did Eurostar pay for the ticket to get back to Ashford, or did you have to claim on your travel insurance?

Dallas, Texas
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3. Re: Eurostar Overbooking policy

Safe?

No more dangerous than standing up on some other train in the UK where there are more passengers than there are seats.

Edited: 10:41 pm, June 10, 2018
Albufeira, Portugal
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for Algarve, Faro
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4. Re: Eurostar Overbooking policy

"How can eurostar be allowed to get away with this surely a seat can only be sold once ??? "

Airlines do the same, does anyone complain about that?

The issues with the newer trains being unable to stop at Ashford were because the signalling system needed to be upgraded, which has now been completed. Something was obviously more wrong than usual but it doesn't excuse the apparently offhanded attitude of staff. But any retail service is only as good as the poorest paid people on the front line.

Quainton, United...
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for Train Travel
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5. Re: Eurostar Overbooking policy

As far as I know, there is no overbooking on Eurostar.

Tickets always come with a specific seat number booked, which can only be booked once .

Unless either there's a serious computer glitch, or there are cancellations and re-bookings due to strikes or, conceivably, if a 900-seat e320 went technical and had to be replaced at short notice by an 800-seat e300.

Melbourne, Australia
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for Sydney, Bargain Travel, Food and Travel
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6. Re: Eurostar Overbooking policy

I have no idea, but is this an official statement from Eurostar?

http://eurostar4agents.com/overbooking-policy

Wengen, Switzerland
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for Switzerland
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7. Re: Eurostar Overbooking policy

This applies to last minute tickets, or tickets where the passenger desires to travel on a different train than originally booked. You have no guaranteed seat in this case.

Dallas, Texas
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8. Re: Eurostar Overbooking policy

Airlines do the same, does anyone complain about that?

===

Most certainly

Wengen, Switzerland
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for Switzerland
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9. Re: Eurostar Overbooking policy

Eurostar does not do the same as the airlines.

With Eurostar, a seat is assigned upon purchase. And they will not assign a seat twice.

10. Re: Eurostar Overbooking policy

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