Hit or Miss? Passengers bound for Paris Fashion Week suffer Eurostar delays

Fashion disaster Passengers bound for Paris Fashion Week took to Twitter to vent their anger over long Eurostar delays.

Eurostar: passenger fury
Eurostar: passenger fury

Model Laura Bailey tweeted: 'Love affair with Eurostar officially over.' Others complained that they were given only water and shortbread. A Eurostar spokeswoman said the delays were caused by a faulty power cable, and that although trains carry food supplies, 'it wasn't going to be the most comfortable journey'.

How I see it

Peter Roberts, Head of issues and crisis, Bell Pottinger Group

Eurostar's electrical breakdown crisis in 2009 is often held up as a watershed in the story of crisis comms, due essentially to many affected customers turning to social media platforms to publicise their plight.

So, how did the business cope with this latest incident, which left passengers delayed by up to ten hours, and the cancellation of four trains?

The customer care team appears to have engaged quickly by way of the Eurostar Twitter account and Facebook site, striking the right tone and providing answers when it had them.

But the company missed a level of outreach to celebrity passengers, including Laura Bailey and Henry Holland, who voiced their unhappiness on their own accounts.

It's important that organisations are abreast of all the online chatter, to best defuse the situation.


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