Eurotunnel frequent travellers scheme

[pouyade]

Please see below the recent messages between eurotunnel and I. I hope it makes sense - I have posted them chronologically. They have just lost some custom...............

Anyone else feel like adding some similar pressure?

Pouyade

ORIGINAL QUERY

My husband and I were joint members of the PoC, which worked very

> well. I am now looking at the replacement scheme but believe that its

> bureaucratic limitations mean that it will not suit us. I am led to

believe

> that if we now wished to take advantage of the new frequent traveller

> programme, we cannot do so in such a way that meant that either one of

> us could be in the vehicle for any of the ten tickets. Whilst we would

> use

that

> number of tickets in a year, because of work and child care

> commitments

we

> often travel separately, with one driving out to France and the other

back,

> haveing 'swapped over' during the holiday, courtesy of a cheap flight.

> Please can you expain why a couple cannot take up this offer jointly.

> We would not be able to use up two sets of tickets, so separate

> memebrship would not be an answer. If this restriction remains, then I

> will be moving our not inconsiderable business to Speed Ferries. I

> look forward to hearing from you as a matter of urgency.

FIRST RESPONSE

> Thank you for your e-mail. The new Frequent Travellers Scheme has

> only

just

> been made available and we are not aware of any current proposals to

> make fundamental changes to it. We do however listen to our customers

> and, as

we

> are always looking for ways to improve our service, we shall certainly

make

> your comments available to key staff who have responsibility for these

> matters.

>

> We hope that you will continue to travel with Eurotunnel and look

> forward

to

> seeing you again soon.

>

> Kind regards,

>

> Janice

> Passenger Customer Relations

> Tel: 01303 271444 Fax: 01303 272690

> customer.relations@eurotunnel.com

SECOND ATTEMPT

Thank you for sending a standard response - which fails properly to assess

or reply to the points I raised. Would you now care to ensure that I receive

an answer from 'the key staff' mentioned - who should have responded the

first instance. I look forward to receiving this by 1.2.05. I shall be

publicising the response OR LACK OF IT.

Many thanks

SECOND RESPONSE

Thank you for your further e-mail. Please accept my apologies for the delay

in response.

I confirm that the Terms and Conditions of the Frequent Traveller Scheme

cannot be varied to take account of your circumstances. In order to be able

to provide these exceptional fares we have had to introduce certain

restrictions to usage and validity. To benefit from the lowest possible fare

we do ask you to travel when demand for our service us lowest. We require a

minimum purchase of 10 one way trips, valid for 1 year, which is not

refundable. The validity of Frequent Travellers tickets is limited to motor

cars less than 1.85 metres high and use by the named account holder only. We

regret that there is no facility to extend the validity of these tickets to

others, even close relatives. This may appear to be unnecessarily

restrictive however the purpose of these fares is to reward the regular

customer as an individual.

You can travel at busier times of day or with a trailer/caravan and you can

take your pet however a supplement will become payable in those

circumstances. We recommend that you always tell us in advance of any

changes to your travel requirements.

When you check in you will be asked to produce either your passport or your

driving licence as proof of identity as well as providing a valid booking

reference number and your Privilege Account number. If you paid for your 10

single trips by credit or debit card then you will be asked to produce the

card for verification.

For further information about the Terms and Conditions please visit our

website at www.eurotunnel.com or go direct to

http://www.eurotunnel.com/ukcMain/ukcPassengers/ukcFrequentTravellers/ukcFre

quentTravellers/ukpFTtc

If you have any further queries please let me know as I shall be happy to

help.

Kind regards,

Janice

Passenger Customer Relations

Tel: 01303 271444 Fax: 01303 272690

customer.relations@eurotunnel.com