Club Eurostar hits problems over ‘hidden’ tier point resets

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The launch of Club Eurostar last week appears to have contained a sting in the tail for many members.

Eurostar Frequent Traveller status points – as opposed to ‘spendable’ points – have not been carried over into the new programme.

Instead, existing members have had their status points reset to zero, their current status level extended for a further year and will be given an additional period to earn the necessary points.

If you were already Carte Blanche then this has no impact on you.  OK, you’ve had your status points wiped out but you do not need to requalify anyway this year

If you were never going to reach Carte Blanche status, you are also OK

The hit has been taken by members who were at the basic level but were pushing to get Carte Blanche status in their current membership year.

Let’s assume that your Eurostar membership year runs to April 2018 and you had earned 1,000 of the 1,500 points previously required for Carte Blanche status.  You thought you were well on the way.

What has happened now is that your status points have been taken back to zero.  You have been given the mid-tier Avantage status but that does not come with any of the key Carte Blanche benefits, albeit that you do now have the benefit – previously only offered to CB members – of booking any seat on any train as a redemption.

As compensation, Eurostar is giving my example member until April 2019 – so 17 months – to earn enough points from scratch to reach Carte Blanche status (£1,800 of spend).  For some people this will be seen as a decent deal.  For those people who fully expected to reach Carte Blanche in their current membership year and – in my example – would start getting lounge access, priority security etc from April 2018, it is a mess.

There seems to be a groundswell of bad feeling building up amongst impacted members, especially as this was not communicated in advance in any of the earlier emails about the new programme.  Some members had continued to travel with Eurostar during the last couple of months on the assumption that they were generating new points to carry forward.

There is a fairly easy fix here for Eurostar – carry over the deleted points.

But there is snag.  I imagine, because everyone has had their membership year extended by 12 months, carrying over points from this year will result in a lot of people achieving Carte Blanche in 2018 who would not normally qualify.  For a year, until these people dropped down again, there could be pressure on lounges and security.

I get a feeling that something has to give, however, because the people impacted the most are the up-and-coming frequent travellers which the company needs to keep happy.

I contacted Eurostar about this and they said that they would look at complaints on “a case-by-case basis”.  If you feel that you were on track to reach Carte Blanche in your current membership year, based on your travel to date, it is worth getting in touch.

How to earn Club Eurostar points via UK credit cards

As a reminder, Club Eurostar does not have its own UK credit card.  However, you can earn Club Eurostar points by converting Membership Rewards points earned from selected UK American Express cards.  These are:

American Express Preferred Rewards Gold – 10,000 Membership Rewards points sign-up bonus

The Platinum Card from American Express – 30,000 Membership Rewards points sign-up bonus

American Express Rewards credit card – 5,000 Membership Rewards points sign-up bonus

Membership Rewards points convert at 15:1 into Club Eurostar points.  The cards above all earn 1 Membership Rewards point per £1 spent on your card, so you earn the equivalent of 1 Club Eurostar point for every £15 you spend.

American Express Platinum also comes with a great Eurostar benefit – lounge access!  You can enter any Eurostar lounge, irrespective of your ticket type, simply by showing The Platinum Card at the desk.  No guests are allowed but you can get entry for your partner by issuing them with a FREE supplementary Amex Platinum card on your account.

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Comments

  1. This situation happened to me, I was less than 200 points from hitting Carte Blanche early December with my membership year ending in May 2018.
    I called Eurostar to complain as I thought it was just a bug from the IT transition but the agent on the other line wasn’t helpful at all: told me I was now Carte Classique while I am Advantage and also said it was fair that everyone resets to 0 tier points… I pushed for getting my previous tier points back but the agent didn’t bulge and didn’t offer anything.
    Maybe I’ll try again, it might be different with a better agent!

  2. Related to this is that Eurostar Points Plus, EPP points and e.vouchers have all disappeared and I have received no communication for Eurostar as to where they are.
    Apparently all outstanding £20 e.vouchers and all pending points were to be credited on 12th December, but have had nothing form Eurostar yet.
    Anybody had the same experience or proper resolution?

    • I contacted them on 13 Dec to ask where my vouchers were. They got to me fairly quickly, but the vouchers didn’t arrive until Friday last week. I think they are processing them manually, so get in touch with them. I did send them screenshots of my account before the change.

  3. I hate Eurostar

  4. OT – sorry but no bits today, anyone else not been credited with last night’s Marriott points? They’re ignoring us on twitter 🙁

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