Customer Care

Need to talk to us?

Please call on 03432 186 186 , or +44 1233 617 575 if you're currently outside the UK.

We're available 7 days a week from 8am to 7pm Monday to Friday and 9am to 5pm Saturday, Sunday and UK Bank Holidays.

If you've already taken your journey and found something didn't go to plan, please email Include details of what happened and your six-letter booking reference, and our Customer Care team will get on the case.

If you haven't yet made your Eurostar journey, please use our Email us form.

Our compensation policy is outlined below:

Our compensation policy
Delays are rare on our services, but when they do occur and fall within our control (as defined in our Conditions Of Carriage),we have a generous compensation policy in place. If you're caught up in a delay, hold on to your original ticket and call us within a year of your journey to claim your compensation. Please allow 72 hours from your date of travel before contacting us so we have all the necessary information available.

To make a Eurostar booking using your compensation (see below), call us using the numbers shown above.

Your compensation entitlement

You can claim either discounted/complimentary tickets or a partial refund. Under European legislation (known as PRR) refunds will be in Eurostar vouchers unless you request otherwise.

  Discounted / complimentary travel*   Partial refund (PRR)**
Delays of 60-119 minutes Free one-way journey, or 50% discount on a return journey   25% if your original booking was one-way, or 12.5% of the total fare if your original journey was a return
Delays of 120-299 minutes Free return journey OR 50% if your original booking was one-way, or 25% of the total fare if your original journey was a return
Delays of over 300 minutes Free return journey, plus a refund of the leg if the delayed journey was a one-way or 50% of the total if it was a return  

* Claim within 12 months, by telephone
** Claim within 60 days, by email

Important - terms and conditions

Any discounted or complimentary journey offered will be in the same class of travel as the one on which the delay occurred.
All Eurostar tickets are subject to availability. You must book your discounted/complimentary tickets within 12 monthsof the date of the original delay.
You can transfer your compensation entitlement to a friend or family member if you wish, but once you have booked the journey you cannot change the name on the ticket.
If you use your compensation entitlement to book a free ticket, this will be exchangeable (in terms of dates and times) only once before the departure time stated on the ticket (subject to availability).
However, if you use your compensation entitlement for a 50% discount off a ticket, the exchange and refund conditions of that fare will apply.
You must claim any European legislation (PRR) refunds within 60 days of the original delay.
Your new compensation journey will not be valid on any connecting Belgian/Dutch domestic services, so you'll need to purchase any onward travel tickets separately.

Ski and Avignon services

You may only use your compensation entitlement for Eurostar tickets to Avignon and the French Alps if the delay you originally experienced was on a direct service to one of these destinations. In such a case you may also use your compensation for tickets to our core destinations (Paris, Brussels, Lille and Disneyland® Paris).

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Services that are not scheduled to cross the Channel Tunnel

When delay compensation is offered to holders of tickets that are not scheduled to cross the Channel Tunnel (E.g. Brussels-Lille, Lille-Brussels, Brussels-Calais, Calais-Brussels, Paris-Calais or Calais-Paris) this would take the form of a partial (PRR) refund calculated according to the table above. The discounted/complimentary travel option will not be offered.