Great Rail Journeys gets back on track

The holiday plans of over 1,000 British tourists have been put back on track following last Thursday’s Channel Tunnel fire, by the swift actions of Great Rail Journeys, the UK’s market leading tour operator of escorted holidays by rail.

After being made aware of the blaze and the suspension of Eurostar services, Great Rail Journeys worked through the night on Thursday 11th and Friday 12th September and across the weekend to ensure customers could depart on, or return from, their holiday with as little delay as possible.

Great Rail Journeys’ Operational Team organised a wide range of alternative travel services to fulfil their customers’ holiday arrangements. 200 travellers on the return leg of six different European tours arrived home after the company privately chartered a plane from Ostend to Stansted, whilst other customers’ holiday plans were rescued after Great Rail Journeys secured passage to and from Europe via coach and ferry.

Customers arriving at St Pancras International on Friday morning were met by staff who had travelled down from Great Rail Journeys Head Office in York, who informed them of their alternative travel arrangements and answered their questions.

On Friday 12th September the company organised alternative travel arrangements for over 250 clients departing on eight tours and 340 clients returning on 10 tours. Since Saturday a further 57 tours have so far been able to depart or return from their holiday.

Since the re-commencement of Eurostar services on a restricted timetable, Great Rail Journeys have this week amended all holiday itineraries to ensure customers are able to reach their destination as planned and face as little disruption as possible.

Great Rail Journeys Managing Director, Steve Kimber said:

“Occasionally, we are confronted by situations which test our mettle and show what we are made of. We faced such a challenge on Thursday. The severe disruption caused by the Channel Tunnel fire affected a number of Great Rail Journeys tours and we have done everything in our power to rescue the situation.

“Our staff worked extremely long hours throughout the weekend to ensure that our customers could depart on, or return from, their holiday. Our Tour Managers were also invaluable in handling the situation and communicating with our customers.

“One of the big advantages of travelling with a fully bonded tour operator like Great Rail Journeys is that we will take responsibility to secure alternative travel arrangements for our customers. The exercise will have cost us the best part of £75,000, none of which will be passed on to our customers; our reward is knowing that their holidays will go ahead in spite of the disruption. Customers who are due to travel with us over the next couple of weeks can rest assured that we will operate all of our tours despite Eurostar’s restricted timetable.

“Everyday we hear stories about travellers who have lost their holidays for one reason or another. It is gratifying to know that even in times of crisis Great Rail Journeys has been able to provide a service for its customers which is second to none.”

Geoffrey Roffe from Cirencester, who had been travelling on a Rhine & Heidelberg cruise, was impressed by Great Rail Journeys reaction to the incident. He said: “Great Rail Journeys went out of their way to organise our speedy return from our holiday following the Channel Tunnel fire. The head office did a sterling job and we arrived home safely after experiencing only a slight delay.”

Brian and Fiona Adams from Plymouth, who departed on a Classic Glacier Express tour on Tuesday to celebrate their 40th wedding anniversary, were concerned about how the fire in the Channel Tunnel would affect their holiday. Brian said; “My initial reaction to the news was that we would be stuck waiting around for hours on end at St Pancras International – which really isn’t an appealing way of starting your holiday. However, after speaking to Great Rail Journeys it became clear that they had everything in hand and we shouldn’t worry about a thing.

“They have been fantastic, answering all our questions and alleviating all of our concerns. Great Rail Journeys have spent a lot of time re-organising the tour to ensure that we face as little disruption as possible. On our arrival at St Pancras International we were delighted to learn that we were able to leave at our original departure time.”