FORMAL COMPLAINT TO EUROSTAR — Part 2

Continued from Part 1 ↑

8. Physical collapse and inability to walk following the security incident

After the third unwanted touch, I began to feel my left knee deteriorating. I somehow managed to reach the entrance to the X-ray machine.

Seconds later, another passenger carrying a bag brushed against the most sensitive part of my left knee (A normal person would not react, but my body did that person who brushed my knee past the xray was nice and it was not his fault, but not having enough room for the luggage and passengers to pass through safely). My leg then gave way, and I had to grab the rear roller area of the X-ray machine to prevent myself from falling to the floor.

Had I not managed to hold on, I believe I would have fallen.

I requested a chair before attempting to stand, but even communicating that I needed one was difficult.

My mobility had deteriorated to the point where I could no longer walk safely. I required assistance to get to the waiting train for my return to the UK.

I want Eurostar to investigate the security arrangements and the conduct of the person directing the queues, including whether the relevant staff were trained to support passengers with disabilities without unnecessary physical contact.

I also want the circumstances surrounding my sudden loss of mobility to be examined, including the repeated unwanted touching immediately beforehand and the subsequent contact with my knee.

I recognise that the precise medical cause of an episode must be assessed appropriately. Nevertheless, the sequence of events and the resulting loss of mobility warrant a serious investigation rather than a dismissal of my concerns.

9. Inappropriate treatment and an attempt to shift responsibility onto me

When I explained what had happened, staff at the security area suggested that I should have booked assistance for the return journey.

I found this response deeply upsetting and degrading.

Until the incidents at security, I had been able to walk (however in pain). My mobility deteriorated during the security process, following the repeated unwanted physical contact and the subsequent contact with my knee.

Instead of concentrating on what had happened and what immediate assistance I required, I felt that responsibility was being placed on me for not having booked assistance on the return journey.

I had booked assistance for the outward journey, and I had reasonably expected the service to make my travel safer. I did not expect to be subjected to repeated unwanted contact or to have my ability to walk deteriorate in the security queue.

I also did not recall being clearly informed during the booking process that assistance booked for the outward journey did not automatically cover the return journey, nor do I recall seeing a clearly presented option that explained this requirement.

Please confirm the booking policy in force at the time, explain how passengers are informed that separate return assistance must be booked, and clarify how Eurostar expects passengers whose mobility deteriorates unexpectedly during a journey to obtain immediate support.

I do not accept that the absence of a return assistance booking absolves any member of staff of the responsibility to treat me respectfully, respond appropriately when I become unable to walk, and provide reasonable help in an emergency.

10. Assistance getting onto the return train, but failure to support me on arrival in London

I would like to acknowledge the excellent assistance provided by Selene, who took charge of arranging a wheelchair and helping me get onto the train, together with her assistant.

They were compassionate, helpful, and responsive at a time when I was in considerable distress. Their conduct demonstrated the standard of care that I believe should be expected throughout the journey.

Unfortunately, the same standard was not maintained when I arrived in London.

Despite staff being aware that I might need assistance, nobody ensured that I was safe to leave the train. The staff assisting me disappeared from the train without checking whether I was able to stand, walk, or get down to the platform safely.

I was left to manage the situation myself. In the end, another member of the public had to help me get my bag down from the train onto the platform.

This was unacceptable.

After everything that had happened in Paris, I should not have been left to rely on the goodwill of a fellow passenger simply to get off the train with my belongings.

I want to know why no arrival assistance was provided, why nobody checked whether I was safe to disembark, and what arrangements should have been in place to ensure that my journey ended safely.

11. Disability awareness, dignity, and basic standards of care

Taken together, these incidents raise serious questions about staff training, communication, disability awareness, consent, and the coordination of assistance services.

I have Fibromyalgia and FND. These conditions can cause symptoms that fluctuate, and my disabilities are not necessarily visible to other people. A passenger should not have to be visibly incapacitated before staff take their needs seriously.

Nor should a disabled person have to repeatedly defend their personal boundaries, warn staff about the position of their own limbs, or plead for help when their mobility deteriorates.

I should not have to explain that unwanted touching is unacceptable. I should not have to repeatedly tell someone pushing my wheelchair to avoid hitting my foot. And I should not have to arrive at my destination in pain because the assistance I booked was not delivered in a timely or appropriate manner.

I am also the author of a self-published book entitled An Unexpectedly Disability, through which I have sought to share experiences and raise awareness of disability. I mention this because I am particularly conscious of the importance of treating disabled people with dignity, respect, and understanding.

The treatment I experienced fell far short of those standards.

I want Eurostar to examine whether the relevant employees and contractors have received adequate training in disability awareness, safe wheelchair handling, obtaining consent before physical contact, and supporting passengers whose conditions are not immediately visible.

12. What I require from Eurostar

I am not submitting this complaint simply to receive a standard apology. I expect a meaningful investigation, clear answers, accountability, and appropriate redress.

I require the following:

1. A formal investigation and written findings

Please investigate every incident described in this letter, covering both the outward journey to Paris and the return journey to the UK. I expect a substantive written response addressing each section, rather than a generic customer-service reply.

2. Identification of the staff and contractors involved

Please identify the relevant staff members and establish which organisation employed or contracted each individual, including those responsible for the assistance point, wheelchair handling, security screening, queue management, and arrival assistance.

3. An explanation for the unexplained absence at the assistance point

Why did the person responsible for the assistance point disappear for more than 15 minutes when passengers were waiting? Where did he go, who knew he was absent, and why was no replacement or communication provided?

4. An investigation into wheelchair handling and the resulting pain

Why was my extended left foot repeatedly placed at risk of striking objects despite my warnings? What training had the staff member received, and what corrective action will be taken?

5. An investigation into unwanted physical contact

Why was I touched repeatedly by the UK assistance member of staff after I had asked him to stop? Why was I touched three times by the person directing the security queue in Paris? What policies and training govern physical contact with passengers, and what action will be taken following these incidents?

6. Confirmation that evidence will be preserved

Please preserve and review all relevant CCTV footage, where available, together with assistance booking records, staff rosters, incident reports, security records where lawfully accessible, and any other relevant documentation relating to both journeys.

Given the seriousness of my complaint, I ask that any potentially relevant footage be preserved promptly before routine deletion. Please confirm in writing what evidence is available and how I can request access to it through the appropriate process.

7. An explanation of the return-assistance booking policy

Please explain why assistance booked for the outward journey did not cover the return journey, how this requirement was communicated at the time of booking, and what steps Eurostar takes to assist passengers whose mobility unexpectedly deteriorates.

8. An explanation for the lack of assistance on arrival in London

Why was I not checked on or assisted off the train despite staff being aware that I might need help? Why was another passenger left to assist me with my luggage?

9. Details of corrective action

Please confirm what steps will be taken to address any failings identified, including staff training, supervision, communication procedures, safe wheelchair handling, and respect for passengers' consent and dignity.

I also ask for reassurance that the individuals involved will be spoken to and that appropriate action will be taken in accordance with the findings of the investigation.

10. Compensation and financial redress

I am seeking compensation for the distress, pain, loss of enjoyment of my trip, and avoidable physical difficulties caused by the failures described above.

My requested settlement is:

A refund of the full cost of my rail ticket.

An additional payment of at least £500 in recognition of the alarm, distress, pain, and disruption I experienced as a result of these incidents at the start and end of my journey.

I also reserve the right to seek reimbursement of any additional reasonable expenses or losses directly attributable to these events, where supported by evidence.

I consider this request proportionate to the seriousness of the cumulative failures, the effect on my mobility, the additional prescribed pain relief I needed to take, and the impact on what should have been an enjoyable short trip.

Please treat this as a request for formal redress, not merely a request for a goodwill gesture.

13. The impact on me

The cumulative effect of these incidents was considerable. I began my journey expecting to receive the assistance I had booked. Instead, I experienced an unexplained delay, worsening foot swelling, painful leg spasms, careless wheelchair handling, unwanted physical contact, and a lack of reliable support at critical points in both journeys.

My return journey was equally distressing, culminating in my leg giving way and my inability to walk safely. I then had to endure the additional frustration of feeling that I was being blamed for not having booked return assistance, rather than having my concerns properly addressed.

I took four additional prescribed pain-relief tablets over that weekend in an attempt to manage the consequences. Even then, the medication did not adequately relieve my pain.

This was not the experience of safe, dignified, accessible travel that I had every reason to expect.

I booked assistance because I wanted to travel with greater confidence and fewer difficulties. Instead, I was left questioning whether booking assistance had made my journey more distressing.

No passenger should have to endure this, and no disabled passenger should be made to feel that their safety, pain, consent, and dignity are secondary considerations.

14. Required response and next steps

Please acknowledge receipt of this formal complaint and provide a substantive written response addressing the issues and requested actions set out above.

I expect a clear explanation of the findings, the action taken, and Eurostar's position on compensation. If any part of the assistance service was provided by a third-party contractor or another organisation, please explain which organisation was responsible and how the complaint will be investigated and coordinated.

I also ask that this complaint be escalated to a senior member of Customer Relations or the relevant complaints manager, given the seriousness of the concerns raised.

I reserve all my rights in relation to these incidents, including the option of reporting the unwanted physical contact to the police and pursuing any appropriate further complaint or legal remedies.

I hope Eurostar will recognise the seriousness of what happened and respond with the transparency, accountability, and respect that I should have received throughout my journeys.

I look forward to your written response.

Yours faithfully,
Michael Crawford Hick