Eurostar - Call centre - poor customer service

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Based on resolver’s experience to date, it is extremely frustrating when you are left baffled by a company’s supposed ‘helpline’. Complaints regarding National Rail Enquiries call centres should be directed to the Customer Services department at National Rail Enquiries (see their website for contact details). They will need to know the time and date of your call in order for them to work out which call centre you dealt with. You should also note the name of the person who you were dealing with at the call centre. If you were dealing with a call centre owned by one of the train operators, the person to escalate to, clearly, is the customer services department of that train operator.

If you do not receive a satisfactory response from either National Rail Enquiries or from a train company, resolver recommends that you contact either London Travelwatch at enquiries@londontravelwatch.org.uk (for the London area) or Passenger Focus at advice@passengerfocus.org.uk (for outside London) who will assist you in your complaint. resolver can assist you in submitting, recording and reminding you when and who to escalate to.

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