The Eurostar 'ghost train' causing algorithms to fail
The strapline from the film Jaws was: 'Just when you thought it was safe to get back in the water..'...
Recently, I was becoming convinced that the algorithm problems that hampered online booking were getting better. But now I've come across one of the worst cases of algorithm failure that I've ever seen.
Then, this morning, as journeys in France for January, February and March go on sale, I discovered a huge, glaring case of how the system is failing travellers - and in this case skiers particularly.
This is an explanation of what's happened, which should help you to get around this problem.
Firstly, we are talking about journeys by Eurostar to Paris and then TGV to the Alps. This kind of journey, which serves many ski resorts, can be done in a day - often taking not much longer then flying, door-to-door (and a much more enjoyable and sustainable journey).
Many of these journeys start by taking the 07:55 Eurostar to Paris. However, when looking online this morning, as tickets went on sale, I was shocked to see that none of these journeys that start with the 07:55 Eurostar were showing up. You could take the 06:31 Eurostar (not as convenient, as so early) or the 09:31 Eurostar (missing, for certain destinations like Bourg St Maurice, a convenient afternoon TGV connection). But not the 07:55.
Then I spotted why: there is a Eurostar at 08:31 that shows up on the system. But it can't be booked. I don't know what it's doing on the system, but I think it's an error of some kind.
It's certainly causing a total screw up: what's happening is that the algorithms on the booking websites are searching for convenient pairings of Eurostar and TGV, and picking the 08:31 Eurostar, which isn't available to book. So journeys show up, starting with the 08:31 Eurostar, as 'not available'.
This is what you see on the Rail Europe website (London to Bourg St Maurice)
And this is what you see on Trainline's website
If you just do a search for Paris - Bourg St Maurice, you'll see that there is a TGV at 13:22 from Paris, getting in at 18:22. But when you try to combine booking this train with a Eurostar from London, it's not possible.
And this seems to be the cause of the problem: Eurostar's website is showing a Eurostar at 08:31 that isn't available (and hasn't been for weeks).
Screenshot from Eurostar's website, London to Paris:
The above 08:31 Eurostar is not sold out. The date I searched is 11th March - not even a peak date. What the 08:31 is doing in the system I have no idea, but it's causing a problem. Because the algorithms pairing Eurostar trains with TGV trains are finding the 08:31 instead of the 07:55, getting the message that the 08:31 isn't available, and preventing you seeing the optoin of the 07:55. This is nuts.
I've contacted the Eurostar Press Office about this - to see if Eurostar is aware of the problem, and any plans to solve it.
I will update this article as I discover more.
In the meantime, here are solutions:
Solution 1 - Book the Eurostar and TGV elements separately
This is the quickest solution, because you can do it online yourself. However, ideally you want to book the entire journey as one. Booking the Eurostar + TGV as one return journey does give you slightly cheaper prices and more protection in the event of a single leg of the journey being delayed or cancelled. But could still book the journey as separate legs if you find the prices that you want and just need to get things sorted.
Solution 2 - Use a rail-booking expert
These two expert rail-booking agents can put together any trains you want, into one booking. Bear in mind they may be busy booking journeys today for clients that already contacted them. Here are the details of three I'd particularly recommend:
The Travel Bureau
Helping people book rail travel since 1984, The Travel Bureau has an expert, knowledgeable team who can book journeys for you and can help with any journey.
The Travel Bureau charges a fee of £15 per traveller (sometimes less for larger groups).
Phone: (+44) 01902 326 662 (10:00 – 16:00 Monday – Friday)
Website: https://rail-travel.co.uk/
Email: rail@thetravelbureau.co.uk
Trainseurope
Helping people book rail travel since 1986, Trainseurope has an expert, knowledgeable team who can book journeys for you.
Can help with any journey.
Trainseurope charges a fee of £10 per traveller.
Phone: (+44) 01354 660222 (09:00 – 17:00 Monday – Friday; 09:00 – 15:00 Saturday)
Website: www.trainseurope.co.uk
Email: info@trainseurope.co.uk
International Rail
A family run, Hampshire-based rail-booking agent with an experienced team of staff.
Can help with any journey.
Booking fees are depend on the total value of the order: Under £100.00 = £15.00; between £100.00 - £300.00 = £25.00; over £300.00 = £35.00
Phone: (+44) 03330 030 413. (Calls free within inclusive minutes package on mobile; otherwise standard rates apply.)
Call centre times: 09:00 – 17:00 Monday-Friday
Website: www.internationalrail.com
Email: sales@internationalrail.com
This article will be continued when I have any more useful information.