Update from our Chief Executive, Richard Brown

I am writing to update you on the actions we have taken following the disruption to our services before Christmas.

I am acutely aware that we have to win back the trust of our customers following the disruption to our services before Christmas. We failed to deliver the standard of service you expect and I apologise unreservedly for the problems that occurred.

As you may have read in the media, our Board has asked Christopher Garnett, former chief executive of the GNER railway company, and Claude Gressier, Chairman of the Highways General Council of France, to undertake an Independent Review of the disruption. The review will be open and transparent, its findings will be published by the end of January, and we will act immediately on its recommendations.

Of course while we wait for the Review, we are also doing all we can to minimise the chances of further disruption. The extremely adverse weather conditions of the last few weeks mean that some delays and alterations have been inevitable, but following a series of tests our engineers have completed a number of modifications to ensure greater resilience to extreme winter weather.

Having listened to feedback from our customers, we recognise that there are two key areas which require action. Going forward, we need to demonstrate to you that we are doing everything possible to provide the most robust, reliable service during periods of severe weather. We are also very aware of the need for better information.

To address these priorities, we have a programme of improvements underway and have implemented some immediate changes to ensure we are better placed to look after our customers when disruptions do occur:

* We have strengthened our communication processes to ensure we provide better real-time information and advice as soon as disruption occurs via the website, email and twitter.

* We have implemented a new call-out system so we have enough staff on hand to help out in stations when services are disrupted.

* We have significantly increased our stock levels of provisions on board every train.

* We have developed a 'special timetable' which we operate in extreme weather conditions and publish in advance.

* Whenever we operate this timetable customers who decide not to travel will be given the option of cancelling or rebooking their journeys free of charge.

* When the weather conditions are severe we have engineers checking our trains before they enter the tunnel.

* We also impose more speed restrictions on the high speed lines. Whilst this causes a slight delay to the journey we believe it is an important precautionary measure during winter weather.

* We are implementing an extensive programme of additional customer service training for our staff.

* We have introduced an improved fast-track compensation system for those subject to disrupted service. All of the passengers who were on the severely delayed trains on 18 and 19 December, and have made claims, have now received their compensation.

We can't guarantee that Eurostar will never again be subject to extreme weather disruption, but we will do everything in our power to ensure that the chances of disruption are minimised. When disruption does occur we will provide our customers with the care that you rightly expect. Our commitment to you now is to provide a reliable and high quality service, and to win back your trust, good-will and support.

Yours faithfully