High-speed train operator Eurostar has raised a few eyebrows with the relaunch of its loyalty scheme after it warned customers that they will not be able to access their accounts for “a couple of days” and that all previous transactions will be wiped out.
Eurostar currently has two loyalty programmes – the consumer version Eurostar Plus Points, and the business scheme Eurostar Frequent Traveller.
These are being merged into one new Club Eurostar programme, and according to an email sent out to existing Eurostar Plus Points members the switch will start this week, ahead of the relaunch on December 7.
However, the email warns: “There’ll be a couple of days in between these dates when you won’t be able to log in and our Customer Care teams won’t be able to access your account.”
Members of both schemes will keep the same membership number following the relaunch, but “won’t be able to see the details of any past bookings”.
The new programme will reward members with one point for every £1 spent, and there will be three tiers, Classique, Avantage and Carte Blanche.
Classique is the entry level tier, with benefits including “special offers chosen just for Club Eurostar members”, and the ability to use point against Eurostar tickets and upgrades.
Customers can become Avantage members after either 400 points have been earned, or five return journeys in a calendar year. Additional benefits include the ability to spend points on rail travel partners on the continent or at the Club Eurostar shop
Finally Carte Blanche status is achieved after either 1,800 points have been earned, or 24 return journeys completed in a calendar year. Additional benefits include a dedicated Club Eurostar support team, lounge access and fast-track security access.
One industry source said: “It all sounds a bit shoddy to me. Are you telling me that Eurostar could not manage to switch customers over to the new scheme seamlessly? And as for not being able to see purchase history…that is just ridiculous.”
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