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Traveller Care
Traveller Care
On the right is Eurostar’s dedicated Traveller Care team. If any aspect of your journey hasn’t gone as planned they want to know, so they can do something about it!
Please contact them for any post-travel issues via either of the following means (please include your 6 letter booking reference):
Eurostar Traveller Care
Kent House
81 Station Road
Ashford
Kent
TN23 1AP
United Kingdom
Kent House
81 Station Road
Ashford
Kent
TN23 1AP
United Kingdom
Traveller Care can’t help with any issues before or during your journey but they know who can. If you haven’t yet made your Eurostar journey, please use our contact form.
Our compensation policy
Fortunately delays are rare, but we operate a generous compensation policy for delays that fall within our sphere of control. For delays of 60 minutes or more on our direct services, we offer a complimentary one-way journey in the same class of travel as your original ticket, or a 50% discount off a return fare in the same class of travel. If you are delayed by 120 minutes or more we offer a complimentary return journey in the same class as your original ticket, and in the very unlikely event you are delayed by 300 minutes or more, we will offer you a free return journey in the same class of travel as well as a cash refund for the delayed leg.
All you need to do is retain your original ticket and contact us by phone within a year of your delayed journey when you know when you want to travel, on 01777 77 78 79. We will check there is availability on the train you want and rebook you, using the ticket details from your delayed trip.
Alternatively, under European legislation, you may claim a 25% refund* of the affected part of your journey if you are delayed between 60-119 minutes, or a 50% refund* of the affected leg if you are delayed by 120 minutes or more. Simply contact us with details of your original ticket to arrange your refund within 60 days of your return trip. Please note, if you claim a percentage refund of your delayed ticket you cannot also claim a complimentary/discounted journey and vice versa.
* Refunds under the European legislation will be in Eurostar vouchers unless requested otherwise.
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