Traumatised

Traumatised

I arrived at the Gare du Nord station on Sunday 30 July at approximately 1730 to board my train back to St Pancras where there are no clear signs regarding details of Eurostar check in and no help points. Having read online that the standard waiting time is 30 min I ensured to arrive on time for check in. To my shock and horror, I arrived to a chaotic scene with endless queues and panicked people with heavy bags and suitcases. The queue consisted of travellers for three different trains, one for 18 13 departure, one for 18 43 and one for around 19.13 with nowhere to sit. Their systems had clearly failed and we had to queue really far. I asked a lady holding up a sign whether I was missing my 18.13 am train at least 3 times and she told me I was on the right queue and to get back in the queue. As time passed, I panicked more and more. Eventually reaching the check in, I ran up another lady and showed her my tickets. She informed me that I was few min late and that the check in was closed. She advised me that I should buy a new ticket from SNCF. They were not taking responsibility but wanted me to pay for a new ticket and had clearly rehearsed a speech. I was pleading with her that I must be back in London asap. I also pleaded with her as my mother was clearly unwell and was not fit to wait any further having queued up forever. There were nowhere to sit and my mother simply collapsed on their floor in despair. The lady would not even listen to me and just held her hand up and told me to book new tickets. She marked my tickets "17 53" and asked me to go to the ticket office. I find it puzzling that she marked my ticket with the time at that time rather taking into account the fact that I had already been waiting patiently in the queue.

I looked for the person who told me to purchase new tickets, however she was extremely rude and claimed she had no clue when their own ticket office would be opening or whether there would be any seats left for the 18 43 train. I then managed to find the ticket office and stood in the queue in a state of panic to purchase new tickets. Despite the chaos, only one person was working in the ticket office. I managed to obtain new tickets and was told that I must pay 80 euros. No explanation as to why this sum or why I have to pay. I received my new tickets at 18 10 as marked on the receipt. Whilst waiting in the queue, I spoke to three others who were also forced to purchase new tickets despite arriving well in advance. I find this a ploy to make money in a situation where clearly the management is non-existent. Despite my new tickets, I just about made the new train for 18 43. The queue and the security check in was beyond catastrophic and I was distressed for the entire duration. This only demonstrates the mismanagement of Eurostar. Having read some of the reviews online subsequent to my experience, I note that this is a common phenomenon with Eurostar. I find this to be completely unacceptable, irrational and unfair. Rather than offering me a clear and calm explanation, the staff was extremely rude, blunt and unsympathetic. They raised their voice, spoke to me in an evidently angry tone and refused to offer any form of apology or assurance despite seeing that I was distressed and worried. Moreover, I am convinced that Eurostar is making money by targeting vulnerable people in an attempt to generate money.