In the pre-Christmas rush to reach loved ones, we’re not having a lot of success here in the UK. A bit of snow has sent everything into chaos – flights have been cancelled or delayed, roads closed, warnings to stay at home issued, and trains stranded mid-line. The snow has also caused Eurostar to restrict the speed of trains on both sides of the Channel, adding at least two hours to journey times, with the knock-on effect of a great many train cancellations.
And so, Monsieur and I have been watching developments with interest, as we wonder whether or not we’ll reach our French famille for Christmas. With queues like the one in the film below, we expect it to be quite hard work. Since the chaos ensued on Monday, tempers have frayed, Eurostar staff have reportedly been rude and unhelpful (not the best P.R. at a time like this, Eurostar!), and it’s only through the goodness of the Salvation Army that people queuing in freezing conditions for hours on end have been fed and watered. Some poor folk have suffered hypothermia, St John’s Ambulance has therefore been on hand to treat the effects of standing for long periods in sub-zero temperatures, and if all that weren’t bad enough, yesterday the transport police were called to deal with travellers who’d had enough of being mucked around in what we’d all call the most amateur of company responses to their many thousands of stranded customers.
What is it about snow that we don’t seem able to deal with here?
And what is it about so-called customer service that allows so many thousands of travellers to be treated with such lack of care or respect when all they’re trying to do is get home for the holidays?
Eurostar has had no clear plan of action this week apart from cancelling services, cancelling pre-Christmas ticket sales and telling ticket-holders that they’d be dealt with on a first-come, first-serve basis. For simply OBVIOUS reasons, that was a big, fat FAIL, (a case of early bird with the pushiest elbows catches the worm) so today they’ve decided to try honouring tickets and getting their customers onto the next available train. Estimated waiting time? It still stands at a horrendous 3+ hours. I’ll be interested to see what happens when we try to travel. Will we make it or won’t we? The suspense is killing me. (Not really. The cold outside St Pancras will probably take care of that).
From what’s been said, things aren’t much better in the freezing cold station that is the Gare du Nord. Angry travellers + Gallic policemen do not make for a happy mix. Add a few truncheons and the picture becomes very, very messy, indeed. In fact, at the rate they’re going, Eurostar will be subjected to annual pre-Christmas service failure enquiries. Remember this time last year? I’ll give you a clue: trains. Stuck. Under the Channel. Services cancelled. As our friends in France would say: plus ça change. With that, here endeth the second Eurostar ranting.