Adapting the transport plan
Claiming compensation
Occasionally, things go wrong, and Eurostar trains are delayed or cancelled. For refunds and exchanges, clients should take note of our compensation policies. Important: to apply for compensation when the train is delayed, please click on the two links in the “How to claim compensation” section.
Compensation for delays
When travelling with Eurostar, customers whose journeys are delayed by 60 minutes or more may claim compensation.
Eurostar offers customers the choice of two compensation options:
• Eurostar’s own compensation, paid in the form of vouchers that are valid for any reservation made via eurostar.com within one year of the date of the disrupted journey
OR
• Compensation payable in compliance with current European regulation (EC) no. 1371/2007. This takes the form of a partial refund called PRR. Compensation scale for delays
Compensation scale for delays
| Duration of delay | E-voucher | 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 or more | 75% of the cost of the affected leg | 50% of the cost of the affected leg |
How to claim compensation ?
Travellers must wait at least 24 hours before making a claim.
- Travellers have three months from the date they were due to travel to claim their e-voucher
- Their voucher will be valid for 12 months from the date of their delayed train
- Travellers have three months from the date they were due to travel to claim their partial refund
COMPENSATION FOR CANCELLATIONS
If a journey is cancelled, customers may choose between the following three options:
• A full refund for the cost of their journey (and the 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
Please refer to the exchange and refund procedures in the event of disruption. click here.
To find out more about Eurostar’s compensation policy, click here.
Consult our conditions by clicking here.
If a journey is cancelled, customers may choose between the following three options:
• A full refund for the cost of their journey (and the 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
Please refer to the exchange and refund procedures in the event of disruption. click here.
To find out more about Eurostar’s compensation policy, click here.
Consult our conditions by clicking here.