I am writing with reference to the letter by Michael Colver of Oadby Travel Worldchoice (Travel Weekly June 21) and would like to apologise for any inconvenience he has experienced.
The delay in processing Motorail bookings occurred due to the collapse of our computer system and the introduction of a manual bookings process in the interim. The situation was then made worse by the seasonal demand for Motorail services during this period. The result is that the normally excellent customer handling process has been affected.
Iwould like to reassure all our trade partners that Rail Europe has taken urgent steps to rectify the situation. We have trebled the number of agents in our Motorail department and streamlined our internal systems to maximise the speed at which bookings are made. I apologise to all our customers and reassure them Rail Europe has always taken the situation seriously.
Karen Gee
Sales and marketing director
Rail Europe
London