Eurostar Trains

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Eurostar give you a set of completely nonsensical directions regarding having your ticket on your mobile. They continually say you can do this, fail on every occasion to tell you how, and then when you going through their joke of a website all it does is email you. At no point is there a ticket viewable on their app, and nowhere on their website or in app does it show you how you might find this. To make things worse, Eurostar, to round out their array of incompetence and deception, tell you you cans imply print tickets out at the station if you were unable to at home. No, you can’t. When you arrive at the station, this does not work and the stafff will only at this point, just before you have to leave, tell you they can’t print it out as it you ‘chose to print’. So Eurostar for some reason only know to themselves ensure you have one opportunity to choose whether to print tickets at home or at the station, then make it impossible for you to change this later, when you are in desperate need of doing so. It’s an imbecilic and pathetic policy. I only managed to travel by refusing to move from the line in the Eurostar office until they gave me the ticket I had paid a lot fo money for, and was promised I could simply get at the station. Useless, awful company.

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Having used this app on a work phone successfully I thought using it on my personal phone (same make, newer model, same os) would be no different. I bought my tickets online and added the booking to the my booking section of the app with no issues back in October 2018. Now that my trip is coming back up I’ve gone back into the app to add tickets to my wallet. When opening the app it greeted me by name and displayed my booking correctly when I clicked on the “my booking” section of the app. I then clicked the view seats option and it asked me for booking reference and the name of a passenger. When entered it said “we can’t find this booking” and appears to have lost everything else from the app. My booking is no longer in the my bookings section of the app and if I try to add it is says we can’t find a booking with this reference. I tried to log in as it looks like it may have logged me out, but on first attempt it told me I had used the incorrect password too many times and that I should use a link to reset it - no link is displayed. So, to put it simply I cannot use the app to do anything useful!

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I only booked Eurostar because of the so called train service to Amsterdam which commenced in April 2018. I booked two tickets which required a change in Brussels. First problem 3 hour wait to go through tunnel UK, tech problem. Second problem connecting train was full and du to the delay we lost our booked seats so we had to wait after train left, we were seperated and I sat in the coridoor of a very busy train!!!! On the return leg we had to cancel due to our flight from elsewhere being delayed so we missed our train home, we decided to fly home instead. Eurostar customer service would neither refund or offer a credit towards a future return trip saying all they could do is to book us a return trip at a later date at a cost of £40 per ticket. No use to us because we have no intention of travelling to Amsterdam or Brussels just to use two tickets at £80. Disgraceful company i will never use again!!!

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This app used to work, but now after I have entered my booking details, it only shows the details of the trains and says the tickets have been added. But in actual fact there is no mobile tickets, barcodes, or the buttons to add them to Wallet I even tried deleting the app and starting over. No luck. Update: unfortunately the response from developer does not make much sense to me. I always take the 16:31 London - Paris and 7:13 Paris London trains. The tickets are bought by my client via SNCF. Therefore I do not believe the route should be a problem. Before you say “it’s because it was bought via third party”, I must emphasise that it USED TO WORK. I take the same trains many times a year, every time the tickets have been bought for me by my clients via SNCF. Over the past two years I have always downloaded the tickets to my mobile. This time it does not work any more.

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I guess this is not directly a problem with the way the app works as I imagine it is fed nonsense from some other system but, during the delays and chaos yesterday (April 22), it was a bit of a surprise to see my train (9150) showing departing on time when I was experiencing a two hour delay at St Pancras. Judging from the Eurostar twitter feed this was not the only train showing totally crap info. Eurostar have a clear strategy of not having any staff around to help passengers so you would have thought they would focus on providing accurate information online. Guess not. It’s amazing that there are no push notifications updating train status or arrival times when you’re delayed. Please take a look at the easyJet app and copy its functionality and usability. (I find it hard to believe there is a team of ten working on this app - what are you guys working on?).