A couple in their early 70s recently found themselves embroiled in a travel dispute with Eurostar after their cycling holiday in France took an unexpected turn. The couple had set off on their journey to Paris with folding e-bikes, having meticulously reviewed Eurostar's guidance on e-bikes before booking their trip. While their outbound journey presented no issues, the return trip proved challenging.
Upon arrival at Paris Gare du Nord for their return journey, security personnel halted the couple's plans. They were informed that the batteries of their e-bikes, valued at over £1,000, could not accompany them on the train due to perceived safety concerns. The security staff cited the batteries as "they were at risk of exploding." This unforeseen complication caused the couple to miss their scheduled train. However, Eurostar accommodated them with tickets for a later train.
Despite this solution, the later train failed to connect them to Somerset as initially planned. To retrieve their valuable e-bike batteries, the couple had to embark on a separate journey back to Paris by car and ferry. This detour added significant inconvenience and expenses to their trip.
In response to the ordeal, the couple reached out to Eurostar, seeking a full refund for the additional costs incurred. Although Eurostar offered reimbursement for these expenses, estimated at nearly £1,000, they directed the couple to lodge a formal complaint with SNCF, the French national railway company.
Furthermore, the couple expressed their desire for Eurostar to amend its website's advice regarding e-bikes, aiming to prevent future travelers from encountering similar issues. Their experience highlights potential gaps in communication and policy clarity that could affect other passengers.