In full page print ads Eurostar chief executive Richard Brown has written an open letter to customers apologising for the “severe disruption and inconvenience” passengers have suffered as a result of “abnormal weather conditions” impacting services.
The international train operator was forced to cancel services running between England and France on Friday after six trains broke down in the tunnel leaving passengers stuck on trains for hours and stranded in London, Paris and Brussels.
In the letter, Brown reiterates that the firm is doing “everything possible to re-establish a normal service as soon as possible” and clear the backlog of passengers stranded at either end of the channel crossing.
He advised passengers with bookings between now and Christmas to only travel if it is absolutely necessary and added that Eurostar would happily refund or exchange tickets for travel at a later date.
Brown emphasised that over the 15 years it has been operating cross channel trains, this is the first time the company has encountered disruption of this scale.
There is hope that services may resume tomorrow (22 December) as its latest update on the Eurostar website says if further tests completed today to moderate trains were successful a limited service would resume tomorrow.
The company says it will provide a further update on services by 6pm this evening.
Eurostar is offering compensation to travellers affected by the cancellations and delays.