Next time you see the media having a schadenfreud-fest over someone's apparent failure of care, remember the savaging of Eurostar for some failures and sub-optimal responses to the recent failure of several trains in the Chunnel (made to sound like the whole response was an unmitigated disaster from start to finish) and then remember this letter:
"I was on the second of the Eurostar trains that broke down in the tunnel and am most grateful for the way we were looked after"
Read the whole thing here: Letters: A thank you for Eurostar's marathon rescue | Travel | The Guardian.
There's usually another side and it may be quite significant!
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