Groups
Group Compensation Policy
Occasionally, due to unforeseen circumstances, trains are delayed or cancelled. Customers should take note of Eurostar’s compensation policy. We apologise for any disruption.
Delayed journey
Customers may be entitled to claim compensation if a journey is delayed by 60 minutes or more.
Eurostar offers customers the choice of two compensation options:
• Eurostar compensation, paid in the form of vouchers valid for any reservation made via eurostar.com, within one year of the initial travel date.
OR
• Compensation payable in compliance with current European regulation (EC) no. 1371/2007, which takes the form of a partial refund called PRR.
| Duration of delay | Compensation in e-vouchers |
Partial refund PRR (cash refund)
|
| Less than 60 minutes |
No compensation
|
No compensation
|
| 60 – 119 minutes | 30% of the cost of the affected leg | 25% of the cost of the affected leg |
| 120 – 179 minutes | 60% of the cost of the affected leg | 50% of the cost of the affected leg |
| 180 minutes ou plus | 75% of the cost of the affected leg | 50% of the cost of the affected leg |
Cancelled journey
If a journey is cancelled, customers can choose between three options:
• A full refund for the cost of the journey (and return if the outward journey is cancelled)
OR
• a free exchange to a date of their choice
OR
• a free exchange to the next available train
How to claim compensation?
To make a claim, customers must retain their ticket, if their train was delayed by 60 minutes or more.
To claim an e-voucher for a group of more than 10 people
Customers wishing to claim compensation through e-vouchers must complete separate claims online. A different form must be completed for each customer, giving their first name, last name, ticket number (TCN), booking reference (PNR) and email address. An e-voucher will then be sent to the address provided.
To claim a partial refund (PRR) for a group of more than 10 people
If the entire group wants compensation in the form of a partial refund (PRR), a designated representative (person or organisation) may claim compensation on behalf of the whole group.
To do this, they must email contactus@eurostar.com and include the Travel File reference(s) of the tickets, scanned copies of the tickets (if possible) and bank account details.
Eurostar customer service department will handle the claim, and a single bank transfer will be processed for all passengers.
If the group members cannot agree on which option they want to take or do not want to put in a group claim, they must each make their own separate online claim via eurostar.com. They can choose an e-voucher or a partial refund (PRR). They must give their first name, last name, ticket number (TCN), booking reference (PNR), email address and bank details.
Delayed journey
Customers may be entitled to claim compensation if a journey is delayed by 60 minutes or more.
Eurostar offers customers the choice of two compensation options:
• Eurostar compensation, paid in the form of vouchers valid for any reservation made via eurostar.com, within one year of the initial travel date.
OR
• Compensation payable in compliance with current European regulation (EC) no. 1371/2007, which takes the form of a partial refund called PRR.
| Duration of delay | Compensation in e-vouchers |
Partial refund PRR (cash refund)
|
| Less than 60 minutes |
No compensation
|
No compensation
|
| 60 – 119 minutes | 30% of the cost of the affected leg | 25% of the cost of the affected leg |
| 120 – 179 minutes | 60% of the cost of the affected leg | 50% of the cost of the affected leg |
| 180 minutes ou plus | 75% of the cost of the affected leg | 50% of the cost of the affected leg |
Cancelled journey
If a journey is cancelled, customers can choose between three options:
• A full refund for the cost of the journey (and return if the outward journey is cancelled)
OR
• a free exchange to a date of their choice
OR
• a free exchange to the next available train
How to claim compensation?
To make a claim, customers must retain their ticket, if their train was delayed by 60 minutes or more.
To claim an e-voucher for a group of more than 10 people
Customers wishing to claim compensation through e-vouchers must complete separate claims online. A different form must be completed for each customer, giving their first name, last name, ticket number (TCN), booking reference (PNR) and email address. An e-voucher will then be sent to the address provided.
To claim a partial refund (PRR) for a group of more than 10 people
If the entire group wants compensation in the form of a partial refund (PRR), a designated representative (person or organisation) may claim compensation on behalf of the whole group.
To do this, they must email Eurostar Contact Centre and include the Travel File reference(s) of the tickets, scanned copies of the tickets (if possible) and bank account details.
Eurostar customer service department will handle the claim, and a single bank transfer will be processed for all passengers.
If the group members cannot agree on which option they want to take or do not want to put in a group claim, they must each make their own separate online claim via eurostar.com. They can choose an e-voucher or a partial refund (PRR). They must give their first name, last name, ticket number (TCN), booking reference (PNR), email address and bank details.