On very busy days, why do some shuttles leave partially empty?

As our name suggests, we run a shuttle service between our Folkestone and Calais terminals. Our trains run in a loop unloading and reloading at each side of the channel.

It's important that our departures leave on time to allow for the crossing, unloading and then reloading of passengers for the return trip, which must also depart on time.

Passengers may be delayed arriving at our terminal, or by the border authorities, which results in missing their scheduled departure and our shuttles not being fully loaded.

On peak travel days we must prioritise our shuttles leaving on time rather than at maximum capacity to ensure fluidity of the service in both directions of travel.

• Related: What is the complaints procedure for delays or service issues related to the border authorities?