All about compensation bookings
Contact numbers
From Belgium: 02 400 67 76
From the UK: 01777 777 879
From France: 01 70 70 60 99
International line: + 44 1233 617575
Opening hours
Monday to Friday from 9am to 5pm (UK time), from 10am to 6pm (French and Belgian times).
Destinations
You can book your compensation journey on any core Eurostar route i.e. between UK stations and Paris, Brussels, Lille or Marne-La-Vallée (Disneyland® Paris).
You may only use your compensation for Eurostar tickets to Avignon and the French Alps if the delay you originally experienced was on a direct Avignon or Ski service. Tickets on these services sell very quickly so it’s best to book as early as possible once sales have opened (normally about 6 months in advance).
Validity
You must book your discounted/complimentary tickets within 12 months of the date of the journey/incident for which you have been compensated. For example, for a journey/incident on 2 June 2011 you must make your compensation claim by 2 June 2012.
Subject to availability
All fares are subject to availability, so to avoid disappointment we always recommend you book as early as possible (especially during school, Bank and Public holidays).
- Can I make my compensation booking by email?
- Can I make my compensation booking online?
- Can a friend or family member use my compensation journey?
- Once I've booked, can I change the name on the booking?
- Can you give an extension if I can't use the vouchers within twelve months?
- I have booked a free ticket. Can I change the times and dates?
- I have booked a ticket with a 50% discount. Can I change the times and dates?
- I am entitled to a free return journey. Can I have two single journeys instead?
- I am entitled to a free return journey. Can I book two return journeys at half price instead?
- I have compensation of a single journey (or 50% discount) in Business Premier/Standard Premier. Can I have a return journey in Standard class instead?
- Can I use the compensation as part of a package booking or for connecting journeys?
- Do the compensation bookings to Brussels include Any Belgian or Dutch stations?
- I've lost my booking reference (PNR). How can I find it?
- How can I manage my booking?
Can I make my compensation booking by email?
No. We want to give you the best chance to book the time and dates you require, and discussing the options on the phone lets us check immediate availability and look after your needs more effectively.
Can I make my compensation booking online?
No, unfortunately not. We are working on it and hope it will be possible soon. In the meantime we’re sorry for any inconvenience.
Can a friend or family member use my compensation journey?
Yes, when you make your booking just let your advisor know the name of the person who will be travelling.
Once I’ve booked, can I change the name on the booking?
No, once you’ve booked, we cannot change the name on the ticket.
Can you give an extension if I can’t use the vouchers within twelve months?
No, we can’t extend the validity period. However you can book a ticket up to four months in advance (six months on direct ski and Avignon services), effectively giving you 16 month (or 18 for ski and Avignon) in which to travel again.
I have booked a free ticket. Can I change the times and dates?
Yes, you can change your (free) compensation tickets once before the departure time stated on the ticket (subject to availability).
I have booked a ticket with a 50% discount. Can I change the times and dates?
Yes, provided you used your discount to purchase an exchangeable ticket. The conditions that apply are normally printed on your ticket.
I am entitled to a free return journey. Can I have two single journeys instead?
Yes, you can split your free return into two free single journeys, and you can book them on two different dates if required.
I am entitled to a free return journey. Can I book two return journeys at half price instead?
Yes, you can split your free return and use it for two 50% discounts on our normal fares.
You can book these on two different dates if required, or use one each for yourself and someone else so you both benefit from your compensation.
No, we’d rather you get to experience the same class of travel. Of course you can choose to downgrade to Standard, but the compensation will remain a free single journey or 50% discount.
Can I use the compensation as part of a package booking or for connecting journeys?
No. We’re sorry but we can’t offer free or discounted travel on railways/products that are not our own.
Do the compensation bookings to Brussels include Any Belgian or Dutch stations?
No, compensation bookings are for our core destinations only.
I’ve lost my booking reference (PNR). How can I find it?
If you’ve lost the confirmation email of your booking, call us on 02 40 06 731. Tell us your travel dates and your name and we’ll find your booking and send all the details to you.
You can access your booking on eurostar.com by following these simple steps:
- Click ‘Print your tickets’ in the top right corner of the homepage
- On the next page, scroll down to Option 2 ‘Bookings made by telephone’
- Enter your name and booking reference in the relevant fields.
You’ll then be able to manage your booking, resend your email confirmation or print your tickets.
For any other queries, call us on the relevant number above and one of our team will be pleased to help you.
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