Failures in customer communication and visible leadership

Right at the end of 2025, tens of thousands of passengers had their New Year plans wrecked when a problem in the Channel Tunnel.

30 trains linking London St Pancras International with Paris, Brussels and Amsterdam.

Paul Charles, chief executive of the PC Agency, used to be director of communications for Eurostar – and gives me his no-holds-barred view of how events unfolded.

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