The customer service from this company is disappointing when things go awry. I had enjoyed previous trips, but during my last journey, we arrived at the station early for a 7:10 am departure. We were informed by a representative that the train would not stop here, and we needed to take a taxi at our own expense to another station or rebook. The station was small, and we had little information aside from what the representative provided, leaving 22 confused and frustrated passengers. The company office was closed until 9:30, so we went home to rebook. Although they later refunded us, they claimed it was our fault for not waiting at the station, stating the train arrived an hour later, which contradicts our experience. I wish I had exchanged details with other passengers to corroborate our accounts. It seems we both had a similar experience that day.
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The train service was launched in 2000, after careful restoration by Venice-Simplon Orient Express.
