I have a Eurotunnel Frequent Traveller Account, giving a discount on ten journeys within 12 months of registration. In September last year I bought a new “pack” with a view to travelling three days later.

However, there was a fire in the tunnel and I had to travel by ferry. I knew that I would not make another journey until April, so I emailed customer services to ask to delay the pack’s start date.

Two emails, no response and no number to call. When I went to book the last journeys of the pack last month, I was told that my account had expired. I emailed again, but no response. Can you help? Hatti Lee, via e-mail

Travel Doctor responds: Computer glitches seem to have played a big part in this saga.

A Eurotunnel spokesman said that it had no record of any emails, which explains why you did not receive a reply.

“We supply email, fax, postal addresses and telephone numbers to ensure that our customers have every opportunity to make contact using their preferred method and are disappointed that this has not been successful in Ms Lee’s case,” the spokesman added.

It had already emailed you in September to arrange a refund, but you didn’t receive this. That email has now been resent and you have accepted the offer of a full refund of the balance outstanding on the account, provided that a new account is opened.

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