DELETE YOUR COOKIES

An open letter to Richard Brown
Having made over THIRTY attempts to book an Ashford-Brussels ticket on line, I phoned London (thankfully I was in the UK and not Brussels) and after listening to the problem, Customer Services said ‘delete your cookies.’
I shan’t waste everyone’s time with treacle scones and shortbread but will simply state that as I delete my entire Browsing History before I close down my computer, the problem, Mr Brown, lies with Eurostar’s cooking.
I shall merely admit that the system then worked.
However, following the spate of emails I have received in the last ten days I would ask the following questions.
How can you complain at the paucity of passengers on the train when you have not advertised the service? Here are two answers supplied by Customer Care team.
In answer to your question regarding not advertising the Ashford to Brussels train, there has been extensive media coverage of the opening of this service and more is planned in the coming weeks
“Whilst this service is likely to be initially loss-making, we will be actively supporting the Ashford - Brussels service with a series of marketing initiatives, designed to stimulate travel on this route.”

I hope that this will persuade you of our intention to publicise the route and we look forward to hopefully welcoming you on board again soon.
It might have been very thrifty of you to use the media coverage of the first train but there are still too many people who know nothing of its return. I didn’t see the coverage on the news and most folk in Brussels certainly wouldn’t.
How can passengers purchase tickets when the website refuses to let them do so?
How can you expect large numbers when passengers have only had a couple of weeks notice?
How can you expect passengers to afford tickets at the drop of a hat when they have already been on sale to London travellers for four months so the cheapest tickets have already gone?
How can you have the temerity to vaunt your membership of Rail Team when sites like SNCB and DB – the ones most commonly used in Belgium to book - say that there are no trains to or from Ashford?
Those espousing a conspiracy theory will say it is because of Eurostar’s desire to see Ashford fail. Others will see it simply as incompetence.
Isn’t time you sorted out single fares? When I managed to go on line to book, I was quoted a fare of £44.50 going out and £64.50 to return. Being unable to make the 16.59 train, I thought it would be possible to catch the EuroDisney by changing at Lille. However, you must then by single tickets each way. Suddenly I would have to pay £248.50 on the outward leg (the same train on which I could pay just £44.50 if I were buying a straightforward return.) and £20.00 plus £156 for the return BXL-Lille and Lille - Ashford.
Interestingly, your website allows you to book a normal return, changing at Lille on the way back if you choose the 15.09 BXL-Lille.
The result is that many passengers buy St Pancras returns and get on or off at the most convenient station. Then, of course they no longer figure AT ALL in the Ashford passenger numbers.
Your Customer Care team also give conflicting answers. One passenger has just emailed me:-
In the end I opted for a return ticket to St. P. as I cannot get to Ashford for the return train. I was told that I would be unable to get off at Ashford on the way from Bxl!This is contrary to answer 44 on your own website.
Very sadly, it seems that, intentionally or not, you are doing everything possible prolong misery and confusion for Ashford passengers.

Traveller Care