Transport plan
Exchange & refund procedures during disruption
Subject to the nature of the disruption, Eurostar can activate its After-Sales Override Profile (AOP). The AOP function will calculate whether fees and / or fare difference can be waived, subject to Eurostar’s commercial policy.
Exchanges
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Voyager, API and PAO channels
Once Eurostar has activated AOP, free exchanges for alternative dates are available in all booking tools.
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TMC’s booking via GDS-Air
TMC’s can process a ticket exchange using a “zero value” ticket exchange with no additional collection on the GDS-issued ticket.
If booked in Business Premier, a revalidation is ussed on the original GDS-issued ticket.
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Eurostar For Business
Customers can exchange their tickets (where applicable and subject to Eurostar’s commercial policy) via the “Manage Your Booking” link on www.eurostar.com.
Refunds
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Voyager and API channels
Where Eurostar has activated its After-Sales Override Profile (AOP) to enable refunds, clients can either refund their customers using Voyager or allow customers to obtain a full refund online.
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TMC’s booking via GDS-Air
TMC’s should process refunds manually via the BSP link (subject to the commercial policy implemented by Eurostar).
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PAO Channels
- SNCF points of sale
Agents supplied by SNCF should submit a “demande de détaxe” to SNCF.
All other SNCF points of sale should send refund requests to sncf.queries@eurostar.com.
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- All other PAO-supplied customers and partners
All other PAO-supplied customers and partners should submit refund requests to Eurostar at the distributor.queries@eurostar.com inbox.
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Eurostar For Business
Customers can refund their tickets (where applicable and subject to Eurostar’s commercial policy) via the “Manage Your Booking” link on www.eurostar.com.