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
| 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.
Frequently Asked Questions
What compensation options does Eurostar offer?
Eurostar e-vouchers
A percentage of the ticket value is paid as an e-voucher. Vouchers are redeemable on Eurostar.com and valid for 12 months from the date of the delayed train.
Cash refund
A percentage of the ticket value is paid as a partial refund. This is known as a PRR refund (Rail Passengers’ Rights and Obligations), offered in accordance with the current European regulation no. 1371/2007.
How much compensation will my client receive?
Compensation amounts vary depending on the severity of the delay and the type of compensation. The options available are detailed below.
- 60 – 119 mins
- Eurostar e-voucher: 30% of the cost of the affected leg
- Cash refund: 25% of the cost of the affected leg
- 120 – 179 mins
- Eurostar e-voucher: 60% of the cost of the affected leg
- Cash refund: 50% of the cost of the affected leg
- 180+ mins:
- Eurostar e-voucher: 75% of the cost of the affected leg
- Cash refund: 50% of the cost of the affected leg
How should I submit the claim?
Customers have three months from the date their train was delayed to make a claim. They should wait 24 hours before making a claim to ensure our systems have processed the details of the delay.
Customers can submit claims directly to Eurostar via the online forms below. Agents can also submit claims on behalf of the customer, as long as the customer has not already made one.
For third party bookings, you will be prompted to enter the passenger’s bank details for payment of compensation. Compensation will not be credited to the BAF account.
How long after a disruption can I submit my request?
Customers have three months from the date their train was delayed to make a claim. They should wait 24 hours before making a claim to ensure our systems have processed the details of the delay.
What if the train is cancelled on route?
If a train is cancelled during the journey, the following options are available:
- Alternative transport reimbursement: If the passenger completes their journey using another carrier (train, coach, or bus), the cost of the alternative transport will be reimbursed.
- Refund for unused journey: If the passenger chooses not to continue their journey because it is no longer relevant to their original plans, they are entitled to a full refund for the unused portion of the ticket, subject to supporting evidence. Station staff will assist the passenger in returning to their original departure point, in the same class of travel, at the earliest opportunity.
Does Eurostar cover my client’s expenses incurred int the event of a disruption?
We may be able to help with some expenses incurred in the event of a disruption, subject to Eurostar compensation policy. Passengers should first check with their travel insurer who should cover most things.
Should a passenger be stranded as a direct result of a delayed or cancelled train, we can reimburse:
- Overnight accommodation
- Food
- Transport between the station and your accommodation
- The cost of calling anyone who was waiting for you at your destination
We can’t cover:
- The cost of alternative transport by rail, coach, or ferry if:
- We informed the passenger of their options within 100 minutes of scheduled departure and they didn’t wait for the next available Eurostar train.
- The unused Eurostar ticket is refunded
- Any other expenses
To claim for expenses, passengers or agents should contact us via our contact form here no later than 3 months after the disrupted journey, and include the following:
- Legible scans or photos of the Eurostar tickets
- Legible scans or photos of any relevant itemised receipts
- For UK residents, bank account number and sort code
- For European residents, IBAN and BIC/Swift code
- For non-European residents, the email address linked to the passengers PayPal account
Can I submit the compensation claim using my booking tool?
Any partial refunds or compensation requests for the scenarios outlined above cannot be performed via agent booking tools and you should use the webforms available on Eurostar.com to claim compensation.
What if I want to request a full refund in accordance with the ticket conditions?
A refund is the reimbursement of the full ticket value for tickets that have not been travelled. It is not linked to compensation requests. Refunds can be processed by the passenger via Manage Your Booking on Eurostar.com, or by the point of sale via the booking tool, according to the terms and conditions of their ticket. The Aftersales Override Profile will be activated in the event of planned disruptions to also allow impacted bookings to be refunded via the usual process. For exceptional refund requests for unused tickets, you can contact our Trade Partners Team via our webform.