This summer, my family and I embarked on an adventurous backpacking trip across northern Europe, primarily utilizing rail transportation. As part of our journey, we decided to book the European Sleeper service for the final leg from Berlin to Amsterdam. The cost for a comfortable couchette compartment for the four of us was €499 (£428).
The European Sleeper’s website showcased luxurious and well-maintained compartments, emphasizing the comfort and convenience their service provides. However, our expectations were not met when we stepped on board. The carriage and our compartment showed signs of wear and tear, far from the pristine images portrayed on the website.
Despite clean bedding, the corners and crevices of the compartment were stained with ingrained grime. To make matters worse, there was no air conditioning, leaving us restless and unable to sleep. The lack of functional toilets added to our discomfort, and by the middle of the journey, all the toilets on board had become blocked, rendering them unusable.
To add to our frustration, we were informed a week prior to departure that due to track maintenance, the train would now halt at Utrecht in the Netherlands. Consequently, we had to find our own way to Amsterdam and claim a refund for the inconvenience.
The final straw occurred when our compartment door mysteriously locked itself in the middle of the night, trapping us inside. We only realized we were trapped as we approached Utrecht. There was no call button to summon assistance, and we were only freed after another passenger heard our desperate cries for help.
In an effort to address these issues and seek compensation for our disappointing experience, we wrote a letter to European Sleeper. Unfortunately, we have not received a reply from them thus far. We expect them to reimburse us, cover our additional train costs to Amsterdam, and compensate us for the distress we endured.
Reader’s Response:
Reading about your trip, particularly the state of the toilets, brought back memories of my youth when I used to travel with Interrail. Although I can understand the nostalgia, I empathize with the challenges you faced. It’s disheartening to see that train companies have not improved the condition of their toilets.
The incident of being locked in your compartment is truly alarming. Thankfully, it did not escalate into a dangerous situation like a fire.
I reached out to European Sleeper regarding your experience, and they promptly expressed their apologies and acknowledged that your encounter was not typical. They admitted that their couchette carriages are quite old and lacking air conditioning. They assured me that they are actively working on technical solutions to improve their toilets, which seem to be a recurring issue.
In the long run, the company plans to invest in new rolling stock and address your safety concerns. Initially, they offered a 20% refund of your ticket fare and reimbursement for your onward travel. However, they have now agreed to double that amount, granting you a total of €263 (£225), including the additional expenses you incurred for onward tickets to Amsterdam.
It is good to hear that you are satisfied with the outcome of this matter.
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