Complaints Handling Procedure

At LeShuttle, we are committed to delivering the highest standards of service. However, we understand that occasionally things may not go as expected. Our Complaints Handling Procedure is in place so we are transparent about what you can expect from us. 

If you have a concern or complaint, our dedicated Customer Relations team is here to help. They operate under clear, regularly reviewed guidelines to ensure a consistent and fair approach for all customers.

Sharing your comments with us

Bookings made directly with LeShuttle

All complaints must be submitted in writing. This helps us:

1.    Avoid any misinterpretation of your concern or our response.

2.    Keep a clear record for future reference.

3.    Track our response times accurately.

Please complete our contact form with full details of your complaint. 

You can also send a letter to: 

Customer Relations Team

LeShuttle

UK Terminal

Ashford Road

Folkestone

CT18 8XX

Bookings made with a third party (i.e Tour Operator/Travel Agent)

If your booking was made through a third party, your contract is with them rather than directly with LeShuttle. Therefore, any queries or concerns should be directed to your travel agent or tour operator, who will be best placed to assist you

Response times

You will receive an automatic response with a ticket reference once you have completed our online form. Postal contacts will be sent an acknowledgement within 3 working days of receipt. 

All contacts are dealt with in order of receipt by our dedicated team and the response time will depend on the level of investigation required. However, you will receive a response within 28 working days. If, for any reason, we expect it to take a little longer to reply, we will keep you informed.

Compensation

In the event that your journey with LeShuttle was delayed due to a service disruption, you may be entitled to compensation in the form of a discount voucher to be used against future travel with our service. In order for us to investigate, you must contact us within 6 months from the date of travel. Claims received more than 6 months after travel will be rejected. Discount vouchers are valid for redemption up to one calendar year after issue, cannot be transferred, sold or exchanged for cash. See Conditions of Carriage for exclusions of liability. If your journey was delayed due to the time taken for checks to be carried out by the Border Authorities, please see here for more information.

Escalation Process

We are committed to ensuring our team has the knowledge, training, and support needed to handle complaints effectively and professionally. However, if you are unhappy with any response you receive from the team, you may ask for this to be reviewed by a senior member of the team.

Final Response

While we always aim to resolve complaints to our customers’ satisfaction, there may be occasions where, after a thorough review, we are unable to reach a mutual resolution. In such cases, we’ll clearly communicate our final decision in writing and respectfully close the case.

Respectful Communication Policy

We welcome all feedback, but we will not tolerate aggressive, abusive, or threatening behaviour. We reserve the right to end any communication that is offensive or bullying in nature and will notify you in writing if this action is taken.

If you are not satisfied with our attempts to resolve your complaint you can contact one of the following organisations:

•    Small claims court mediation service

•    Médiation Tourisme Voyage (France)