“Today we had a really poor experience. Over an hour late incredibly slow queues at passport control. I had a urinary tract infection and had no access to a toilet for over an hour and that was really distressing.
What I find incomprehensible is why when we are a B and find ourselves on later trains due to later letters being let in and not sent back. If later letters were made to wait we would have got through much quicker. It's really poor management.”
“New terms and conditions are a joke!
You now need to be checking 1 hour before you cross.
Failure to do so and you will have to buy a £200 day ticket!
New Terms and conditions should be displayed on the website front page and not tucked away after 3 clicks and downloading a PDF file!!!
My less than 24 hour round trip has now cost me £310!!!
Daylight robbery and a not very smart business plan... at least not in the long term!
I will never cross with eurotunell again!”
“Having used the tunnel for over 25 years and hundreds of trips
The terms and conditions have changed
If you turn up late you lose your ticket
and need to pay again on the non booked rate. Arrived 45
Minutes late after an accident on the Brussels ring road delayed my journey
Then was told the 2
Hours either side of booking stopped and if I wanted to travel it would cost me £230, these are proper bandits, I m back on the ferry”
“We have travelled with the Eurotunnel numerous times. We still miss the short saver Euro 64,- roundtrip FRIDAY ex-Calais-Folkstone and SATURDAY ex-Folkstone -Calais ...however making a simple booking on Le Shuttle website is extremely users UNFRIENDLY.”
“Abysmal service. We use the euro shuttle twice a year and we have ALWAYS been on time but have NEVER been allowed onto our scheduled train. Hours of delay, cues in shambles and zero information. Get a grip!”
“If you try to book and do mistake during booking system will remember you reg and rise price every single time absolute robbery in day light. Hate them”
“First time user not sure what time we were coming back. Told by operator that changes within 2 hours were free. Changed return time on the day by 1 1/2 hours and charged £38. When i complained Eurotunnel said that we should have just turned up and not changed our booking and that operator told us this in my original call. Eurotunnel refused to refund me the £38 so feel totally ripped off as paid over £300+ for a return journey”
“What a disgrace.
5 hours waiting time is not acceptable, things must change.Everytime we travel with Le Shuttle there is disrupted service and major delays.
We will not use their service ever again.”
“Totally useless, always late and totally disorganized. As I'm writing this we've been sat waiting to get through passport control for over an hour.
Use the ferry, next time we will!”
“Great service from uk but absolutely appalling service from France back to Uk. We have been delayed many times coming back from France with absolutely no explanation, information or apology. No staff are anywhere near once you pass through passport control you are just stuck in no man’s land with hundreds of other people stuck in their cars for hours. Live chat (if you can get through) know even less than we do and just direct you to customer service who will follow up your complaint when you get home - a bit late by then!! Will definitely not be returning with le shuttle next time but will book onto the ferry”
“what a shame!
every year at least two hours of delay to depart.
hours under the sun suffering from heat, thirsty and panting dogs.
terrible service, on the other hand the cost is top class.”
“The website for Eurotunnel Le Shuttle has recently been updated and it is impossible to book a same day return. When I finally got through to an agent she was rude and dismissive and didn't believe me. I was told to double click on the date I wanted to travel but had already tried this before I called and it didn't work. It was £60 cheaper to go on the ferry which is worth a little extra crossing time. Terrible customer service, don't bother with Le Shuttle, go on the ferry.”
“utter chaos from leaving the waiting area at the allotted call time on the outbound journey but missed the booked train was put on a later train . On the return journey at check in was offered an early train but due to the long queue through passport control we missed the earlier train offered , the original booking and ended up on a later train still .On observing the queues it became obvious that vehicles booked onto later trains are setting off very early and making a major problem .From my all my previous journeys this seems far lower standard and the price seems to have shot up. I used to recommend the tunnel but cannot recommend it any more . There appears to be a shortage of people checking passports ,would it be good idea that enough staff are employed or otherwise you will be losing a lot of customers ,it will be carnage at busy periods .Sorry to complain but was very shocked how the standards have fallen.”
“Ignorant french staff in calais, ignorant french all over france, tried to charge me over 300 for one way, in a car and on my own greedy greedy people, with absolutely no customer service at all, never again, i will just wait and go plymouth santander, 24 hours with a cabin, is cheaper than 35 mins on tunnel, , the french are just downright Ignorant, and very greedy , been doing this trip now 9 or 10 times a year, for 5 yr, and never once had their so called £40 return, , never had less than £180 each way, then tonight over £300, they can put it along side their manners, up their A$$es ignorant , Rude , and Greedy,”
“Very few cars traveling at night. Train was due to depart 3:38 am, arrived on site and was checked in by a member of staff 1:45am, went to the terminal for some refreshments, left for boarding to go through security/id checks at 2:50am. 2 lanes were open with around 30 cars queuing...30 not 300!! First lane moving at a snail's speed, then an additional lane was opened to check IDs...got through to boarding platforms (car park area) 3:28...4:45 were allowed to board. Oh, and mind you, only allowed to board after the next wave of cars were let on first!! No communication as to why we were delayed, but meanwhile the live updates on Eurotunnel web page for journeys from Calais to Folkestone reported 'departures running on time'. Very well organised indeed... wonder what the process is like when 2000+ cars turn up?!”
“This “service” needs some serious investigation. There is not a single day they run to schedule, constant delays for no reason, no warnings, they try to brush it under the carpet. They offer compensation but then refuse partial refunds (now I see why as it would be every passenger on every service!!) instead thinking you’ll travel with them again for a percentage off! As if! They’ve lied to me, threatened me on top of leaving me in hospital with 3 young children due to their delays. They’re beyond a disgrace and I don’t know how they’re allowed to even exist anymore!”
“The second time in 5 days delays upon delays. Next time i take the boat, at least when your on it you can stretch your legs and have a drink or bite to eat. Been waiting for more than 2.5 hrs before and then again 4p minutes on the shuttlr. Explained technical problem as usual. Never again”
