 Poster: A snowHead
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Hi all,
I thought I should warn you all. I paid £400 for 4 of us to be "upgraded" to Travelski's First Class package which was advetised as including "Lounge Access at St Pancras" and "Priority Gate" access. I have today received Eurostar Plus tickets (which do not include lounge access or priority gate access. So I emailed them and queried. Their response was we havent advertised lounge access or priority gate.
So I emailed them with a screenshot of when i booked showing them their advert (luckily i had taken a screenshot) and also of todays offerings for next winter where they are still advertising it. They have just replied saying thanks we'll update our website. No reimbursement offered despite asking and they argued saying my screenshot showed fully booked so i can't have booked it. (I did book it based on the advert and had emailed them to book it rather than through the website).
So heads up - dont get conned.
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Obviously A snowHead isn't a real person
Obviously A snowHead isn't a real person
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@Macker13, you'll be initiating a charge back on your credit card then. I've never heard of them
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Well, the person's real but it's just a made up name, see?
Well, the person's real but it's just a made up name, see?
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Exactly that, just been researching it as never had to do it before. Sad really for our industry
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You need to Login to know who's really who.
You need to Login to know who's really who.
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@holidayloverxx, they're the operation that restarted the ski train from London, by chartering a Eurostar. They're a big operation, based in France I think.
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Anyway, snowHeads is much more fun if you do.
Anyway, snowHeads is much more fun if you do.
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@Macker13, send them an email saying you are initiating a chargeback. Not because they deserve a chance but it will save you time getting your refund via CC.
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You'll need to Register first of course.
You'll need to Register first of course.
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Yup just done that:
Good afternoon
I am not happy with this situation. The first screen shot i sent you was what i was offered at the time of booking. I chose a different date for when they were not sold out. You are still advertising exactly the same package for next year as I have proven.
When we booked, we booked "First Class" as advertised on your website on my screen shot and as still advertised today for next season on the second screenshot i sent. The offered service clearly states lounge access and clearly states priority gate access. No where did it advertise "Eurostar Plus" a service which does not get access to the lounge and does not get access to the priority gate.
I would like this to be rectified or compensated for the loss of this service as it is a key part of making the start to our holiday comfortable. If this cannot be resolved directly, I will have no option but to pursue the matter through my credit card provider under Section 75 of the Consumer Credit Act 1974 on the basis that the service provided was not as described.
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@Macker13, was the £400 just for the lounge and priority boarding? If not, do you know how much they were?Personally, I'd be cautious about initiating a chargeback when I still wanted some of the services (presumably the majority of them).
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That plus different seats on the train. I’ll charge it back once we’ve got there. Unbelievable how they can just advertise something, charge you for it then not give you it and claim ignorance
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You'll get to see more forums and be part of the best ski club on the net.
You'll get to see more forums and be part of the best ski club on the net.
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| Macker13 wrote: |
Yup just done that:
Good afternoon
I am not happy with this situation. The first screen shot i sent you was what i was offered at the time of booking. I chose a different date for when they were not sold out. You are still advertising exactly the same package for next year as I have proven.
When we booked, we booked "First Class" as advertised on your website on my screen shot and as still advertised today for next season on the second screenshot i sent. The offered service clearly states lounge access and clearly states priority gate access. No where did it advertise "Eurostar Plus" a service which does not get access to the lounge and does not get access to the priority gate.
I would like this to be rectified or compensated for the loss of this service as it is a key part of making the start to our holiday comfortable. If this cannot be resolved directly, I will have no option but to pursue the matter through my credit card provider under Section 75 of the Consumer Credit Act 1974 on the basis that the service provided was not as described. |
I had a look at their website earlier -- the 'first class' service is still there, but it says 'out of stock'
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@Macker13, it'll be interesting to hear how you get on with this. Hopefully Travelski will sort it in slower time.
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snowHeads are a friendly bunch.
snowHeads are a friendly bunch.
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| sugarmoma666 wrote: |
| @Macker13, it'll be interesting to hear how you get on with this. Hopefully Travelski will sort it in slower time. |
I got no where with their customer service. They denied offering a First Class service despite it still showing on their website and despite my emails requesting to book it and paying for it. I'm going to raise it with ABTA and my credit card when i return and will not use them again. For the sake of refunding me the cost of the upgrade they will lose thousands of my future custom and will get a poor Trust Pilot review. Bit stupid of them really given the evidence is still live on their website.
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And love to help out and answer questions and of course, read each other's snow reports.
And love to help out and answer questions and of course, read each other's snow reports.
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| Macker13 wrote: |
| ... Bit stupid of them really given the evidence is still live on their website. |
Can you provde a link? I don't immediately see anything on their website, but it might only arise mid-booking after entering personal details.
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I can't even do a booking on there.
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You know it makes sense.
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@ecureuil, Once you go into a proposed package, you get through to the booking which gives you the option on screen, although it's not clickable when I've gone on. Maybe it's something to do with the train operator availability
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Otherwise you'll just go on seeing the one name:
Otherwise you'll just go on seeing the one name:
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yes the above picture displays what i clicked on and it wasnt out of stock at the time. it came up with a price to upgrade. I then emailed them to book rather than submit online as I wanted them to link another family to our booking so we could sit together. they then confirmed everything and we paid for the holiday including the upgrade cost.
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Poster: A snowHead
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@Macker13, I couldn't select that option on the website. It looks a bit odd because I don't see how they can offer what they list under First Class. At best you can only get food delivered to your seat on the London-Lille leg (c. 90 minutes). For the Lille-BSM leg Eurostar say that there may not even be a cafe on board, but just a vending machine.
Presumably when you booked you received some form of confirmation that you had paid for 'first class', even if you don't have anything now that quantifies the excess over the standard cost? And Eurostar Plus still gives you better seats, so it would be unreasonable to claim or charge back the full additional cost.
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Obviously A snowHead isn't a real person
Obviously A snowHead isn't a real person
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It's also a little bit disingenuous - the whole first class stuff set out on that booking screen would only be for the leg between London and Paris, as the leg to BSM would be TGV inOui
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Well, the person's real but it's just a made up name, see?
Well, the person's real but it's just a made up name, see?
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| Specialman wrote: |
| as the leg to BSM would be TGV inOui |
The Lille-BSM leg of the journey is on a Eurostar train, but not the trains which operate from London. It's operated by what used to be Thalys, running from Brussels (or Amsterdam?) to BSM. Those trains have now been rebranded as Eurostar since they merged with Thalys in 2022. The train feels a bit dated compared to what's operated out of London, and doesn't have an onboard cafe, just a cobbled-together set of snacks from vending machines or out of a trolley. Last winter a light meal was served in Eurostar Plus on the Lille-BSM leg (as well as Lille-London), but nothing was served this winter.
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You need to Login to know who's really who.
You need to Login to know who's really who.
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@rob@rar, ah, that's interesting. Just been looking on Eurostar at potential journeys to BSM and the first one I clicked on was via Paris, hence the swap to TGV.
Had read about the services that go via Lille but not really looked into them properly - think a visit to seat61.com might be in order for more info
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FAQ
