Simon Calder's Independent Travel Podcast How the Eurostar chaos *should* have been handled
Jan 2, 2026
In this discussion, Paul Charles, a seasoned communications consultant and former communications head at Eurostar, shares his insights on the chaos caused by New Year travel disruptions. He highlights the breakdown in the Channel Tunnel and how Eurostar mishandled passenger communications amidst the crisis. Paul critiques the lack of leadership visibility and their decision to advise passengers to stay away from stations. He also touches on potential fallback plans and emphasizes the importance of improving customer communication for a better travel experience.
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Passengers Stuck At St Pancras
- Deborah and Don Elmore arrived at St Pancras after receiving a disruption message and found rebooking kiosks closed.
- They struggled with an app that didn't work and discovered trains were fully booked for the next day.
Tunnel Operator vs. Train Operator
- Paul Charles stresses that Getlink maintains the Channel Tunnel while Eurostar must manage communications.
- The tunnel operator's silence over root causes leaves Eurostar to absorb passenger frustration.
Show Visible Leadership During Crises
- Paul Charles says organisations must show visible leadership at affected stations during major incidents.
- He advises that senior teams should be present to explain actions and reassure passengers.