Missing Eurostar Points

[Yew]

Hi All,

I'd appreciate a bit of assistance with how to get in contact with someone at Eurostar around some loyalty points that have gone missing from my account. I've been trying to deal with their regular support, but have had quite a poor response so far, despite them admitting that they have had issues following the integration of Thalys.

I'm wondering if anyone on the forum has any tips for dealing with Eurostar, or would be willing to help proof-read a letter.


Overview

- Back in October 22, I travelled from Lille to London with Eurostar, afterwards I added the points to my Advantage Account.

- This year, I checked my account in preparation for another trip, which was unfortunately cancelled, and found the points we-re missing for the journey in October 22, but there for a journey in May 23.

- Many unfruitful and confused conversations with Eurostar later, I still don't have the points on my account, and am seeking asssistance.





PS: My highlight for misunderstanding is the agent insisting that my points had expired due to the journey (in October 2022) being over two years ago; those among you familiar with the works of Pope Gregory XIII may notice some issues with that assertion.

 

[James H]

There was a change to Eurostar’s loyalty system last year which may be a factor here.

 

[ThameslinkUser]

Are you sure the points aren't on the system shown as 'points migrated'?

 

[Yew]

There was a change to Eurostar’s loyalty system last year which may be a factor here.

I think this is the situation, as I remember seeing them previously. The agent I've been contacting has admitted that there were migration issues too. I think the issue that I have is that our interactions have been quite "chatty', going backwards and forawrds, which probably means the Agent has been losing context amongst other support tasks.

I think I'll try and lay everything out in a single message, and see how that goes.