Eurostar catering issue compensation

[takke]

Hi

I travelled on Eurostar Brussels-London in Standard Premier, on an Interrail first class + Eurostar reservation.

The food served to me had mould visibly growing on it. I reported to onboard staff and they did the best they could - purser apologised and substituted the meal for the ‘starter’ part of the Business Premier meal, i.e. no main course. So not quite comparable to what I would have had as the SP meal, but again, they did the best they could.

Purser said that customer services would contact me. This didn’t happen and I followed up. I was offered a €6 voucher for not having had my meal as expected (no mention of the mould issue). Seems to have been 15% of the €38 reservation.

I requested escalation on the basis that (a) they didn’t acknowledge mould issue (b) compensation didn’t take account of Interrail ticket, which Eurostar receives apportioned revenue from (c) I can’t use a voucher to buy an Interrail reservation on future travel so would prefer cash. Same result.

Any thoughts on if it’s worth pursuing further or even if there is another route (London TravelWatch?)

 

[greyman42]

Could they not just have replaced the mouldy meal with one that did not have mould on it?

 

[takke]

Could they not just have replaced the mouldy meal with one that did not have mould on it?

I think all of one meal option (salmon) was affected.

 

[185]

For Eurostar's belligerence, you could notify Camden Council that food unfit for human consumption was served.

Report a food related problem - Camden Council

www.camden.gov.uk

 

[Crithylum]

For Eurostar's belligerence, you could notify Camden Council that food unfit for human consumption was served.

Report a food related problem - Camden Council

www.camden.gov.uk

Or would it be Waltham Forest, as that is the location of the depot?

Which local authority is in charge of food hygiene is probably a matter for a different thread

 

[island]

Or would it be Waltham Forest, as that is the location of the depot?

Which local authority is in charge of food hygiene is probably a matter for a different thread

As the train in question originated in Belgium, that's probably where the report needs to go, Eurostar doesn't round-cater services with the exception of the now-defunct Marne-la-Vallée–Chessy route.

 

[Mawkie]

Any thoughts on if it’s worth pursuing further

I personally wouldn't (and haven't in a similar situation). It sounds like the on board staff did their best in finding some replacement food. The quality and quantity of the Standard Premier food is so low on both counts, I would hardly miss it if it didn't arrive, but appreciate it is part of the offering that people are paying for.

Out of interest, what are you hoping for as a result of escalation?

 

[takke]

I personally wouldn't (and haven't in a similar situation). It sounds like the on board staff did their best in finding some replacement food. The quality and quantity of the Standard Premier food is so low on both counts, I would hardly miss it if it didn't arrive, but appreciate it is part of the offering that people are paying for.

Out of interest, what are you hoping for as a result of escalation?

Fair enough, my reason for posting here was just to get some other opinions.

Really just felt something like €50 compensation would be more appropriate - and a simple acknowledgement/apology for the actual issue.

But I think I’m just anchored by Delay Repay compensation figures where even a relatively minor inconvenience results in more ££ back. I appreciate this is different from that on a number of counts.

 

[island]

I think €50 is many multiples of the value of the meal.

 

[185]

Any local authority that train starts from, stables at or drops into could have an interest in unfit food being served. But Camden Environmental Health are known for being a little over zealous.

 

[30907]

Really just felt something like €50 compensation would be more appropriate - and a simple acknowledgement/apology for the actual issue.

But I think I’m just anchored by Delay Repay compensation figures where even a relatively minor inconvenience results in more ££ back. I appreciate this is different from that on a number of counts.

For an hour delay you would get back IIRC 25% of a day's worth of your Interrail, which would be well less than EUR50.

 

[takke]

For an hour delay you would get back IIRC 25% of a day's worth of your Interrail, which would be well less than EUR50.

One of the few downsides of Interrail vs. UK single tickets! It’s not even 25% of a day depending on the value of the pass, I think they assume you’ve taken multiple journeys per day (same as for season tickets).

 

[Watershed]

The system for Interrail delay compensation changed last year to being a flat rate of €12 for a 60-119 minute delay and €24 for a 120+ minute delay - see here.

You can only claim for one delay per day and up to a maximum of 50% of the pass value across all claims for a given pass.

I think the intention is for claims to be based on your overall journey on a given day, but as many Interrail days involve a return journey or breaks en-route, it can be a bit ambiguous.

Personally speaking, based on the Interrail passes I tend to use, I benefit quite considerably from this change but there will be others whose passes have a high daily value, who are now ending up with less compensation.

 

[jon81uk]

Hi

I travelled on Eurostar Brussels-London in Standard Premier, on an Interrail first class + Eurostar reservation.

The food served to me had mould visibly growing on it. I reported to onboard staff and they did the best they could - purser apologised and substituted the meal for the ‘starter’ part of the Business Premier meal, i.e. no main course. So not quite comparable to what I would have had as the SP meal, but again, they did the best they could.

Purser said that customer services would contact me. This didn’t happen and I followed up. I was offered a €6 voucher for not having had my meal as expected (no mention of the mould issue). Seems to have been 15% of the €38 reservation.

I requested escalation on the basis that (a) they didn’t acknowledge mould issue (b) compensation didn’t take account of Interrail ticket, which Eurostar receives apportioned revenue from (c) I can’t use a voucher to buy an Interrail reservation on future travel so would prefer cash. Same result.

Any thoughts on if it’s worth pursuing further or even if there is another route (London TravelWatch?)

The Standard Premier meal is tiny anyway, its not a main course really. €6 seems OK if you still got the other parts of the mean (wine, coffee, water, dessert). Might be worth pushing to get the €6 as a cash refund instead if you don't think you'll travel again.

 

[WesternLancer]

Fair enough, my reason for posting here was just to get some other opinions.

Really just felt something like €50 compensation would be more appropriate - and a simple acknowledgement/apology for the actual issue.

But I think I’m just anchored by Delay Repay compensation figures where even a relatively minor inconvenience results in more ££ back. I appreciate this is different from that on a number of counts.

This may help by way of a comparison:

Last year I travelled Weekend 1st on LNER and paid £30 for the 1st upgrade. But the steward never came to serve drinks/snacks or the hot meal that I was entitled to. (the guard came just before I was due to get off at Kings Cross however and took the £30 payment)

I complained to LNER in writing and received £15 rail travel voucher (so 50% of the upgrade cost). I thought that was reasonable compensation for the lack of food and drink.

To compare with your case presumably you got all drinks on offer in Std Premier, and an alternative meal of sorts.

 

[takke]

The system for Interrail delay compensation changed last year to being a flat rate of €12 for a 60-119 minute delay and €24 for a 120+ minute delay - see here.

You can only claim for one delay per day and up to a maximum of 50% of the pass value across all claims for a given pass.

I think the intention is for claims to be based on your overall journey on a given day, but as many Interrail days involve a return journey or breaks en-route, it can be a bit ambiguous.

Personally speaking, based on the Interrail passes I tend to use, I benefit quite considerably from this change but there will be others whose passes have a high daily value, who are now ending up with less compensation.

For a 4day/1month first class adult pass, €12 is 13% the value of that day, which is hardly generous. But there you go, there are enough other benefits to Interrail that I don’t mind. In any case most EU railways have less generous compensation than in GB.

 

[greyman42]

I think €50 is many multiples of the value of the meal.

A meal that had the potential to cause food poisoning.

 

[island]

A meal that had the potential to cause food poisoning.

But didn’t.

 

[takke]

Thanks all for the input/advice.

Based on what you’ve all said, I’m not going to devote any more time to pursuing this further. Appreciate all the input!