Disruption communications – a recap
Here is a handy recap our communications process in the case of disruption. This applies to planned timetable changes on routes to/from London.
How are communications organised ?
When a train is cancelled or retimed, our customer and trade communications teams coordinate to inform all impacted customers and third parties.
Customer communications will schedule emails and SMS to all impacted passengers using the contact details provided on their booking.
Trade communications will schedule an email to all trade partners resuming the list of retimings and/or cancellations.
Partner emails are always sent prior to customer communications, usually 24 hours in advance.
How does AOP work ?
If a train is cancelled, or retimed to arrive more than 1 hour later than originally planned, the Aftersales Override Profile (AOP) is applied to impacted bookings. This allows partners to issue free refunds or exchanges to impacted customers.
AOP is applied internally 24 hours before customer communications. This means AOP is usually active when partner communications are sent.
What if AOP isn’t active yet ?
If customer communications are scheduled more than a day after partner communications, AOP may not be active yet. The activation date is indicated in the email to partners as per the example below :
- Eurostar 9038 from London to Paris (dep. London 16:01, arr. Paris 19:34)
AOP will be activated on 27th October prior to customer communications.
Partners must wait for AOP to be active before making any changes to affected bookings. We’re not able to refund fees or fare differences for changes which have been made prior.
Please be reassured that customers are not informed of disruption until after the AOP activation date.
If you find that AOP is not active in your system when it should be, please refrain from making changes and instead contact Trade Partner Support using our webform.
What happens for unplanned disruptions ?
Sometimes, due to unforeseen circumstances, we have to make last minute changes to our timetable. This involves cancellations or retimings either on the day or within 48 hours of travel.
Due to the last minute nature of these disruptions, all communications to both customers and third-parties are handled by our on-call customer communications teams. Partner emails are still sent ahead of customer emails and SMS on a best effort basis.
How can I sign up to receive disruption communications ?
If you have a contract with Eurostar, please contact your dedicated account manager who will update your preferences.
If you don’t work with us directly, you can sign up to our newsletters here.
Who do I contact if I have an issue with aftersales ?
For any questions regarding aftersales, please contact our Trade Partner team. For bookings made via GDS Air, we recommend agents consult our GDS Air disruption guide available here .