I recently released a new episode on VMC that tells the story behind Eurostar trains halted by fire in Channel Tunnel.

Stephanie‘s thoughts:

And of course, it was only after the call was made that I learnt about 0870 numbers. 20p a minute with an iPhone calling plan!

So this little joke cost me about £20 — not to mention that though Eurostar reimbursed the ticket Virginie couldn’t use, it didn’t make a move for the lost train ticket to get to London, or the £100+ flight we had to book as an emergency solution to get her back home.

I already said this in previous posts… but honestly:

“How can a company not realize that their customer base is their greatest asset?”

It’s asking too much to brands to keep this in mind?

Ok, and accident in the Channel Tunnel is not something that happens everyday (fortunately) so it’s understandable that this was a bit tricky situation to manage for Eurostar, but where’s their strategy? Where’s Eurostar crisis management strategy? And if they have one… do they realize that we are living in a community dialogue era? Do they understand the pros and cons of this community driven market?

What’s your take on this?

Andrea

P.S. BTW Are you still sure you want to travel with Eurostar to come to the Web 2.0 Expo in Berlin?

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