First things first

  • 1: FIRST THINGS FIRST

    WE’RE VERY SORRY FOR THE DELAY

    We hope you’ll accept our apologies for today’s disruption and how it’s affected your trip. All our teams are working hard to fix the problem and get our trains back up and running as soon as possible. You’ve been given this leaflet because your train is delayed by over an hour, which means you might be entitled to a refund, free ticket exchange or compensation. Inside you’ll find lots of information on what to do during a disruption, from how to exchange your ticket and find a place to stay, to where to get a coffee while you wait.

    STAY IN THE LOOP

    Delays and cancellations can happen for a number of reasons and you’ll find details about this particular disruption on our website, on social media and through members of our team in the station and there’s free St Pancras wi-fi to help you stay connected.

    NEXT STEPS

    Got travel insurance?

    It’s a good idea to call your travel insurance company first to see how you’re covered in the case of a disruption.

    Got a hotel booking?

    Try calling the hotel at your destination to see if they can be flexible about your arrival.

    Travelling onward from Paris, Brussels or Lille?

    If you’re likely to miss a connecting train, don’t worry. Eurostar is part of the Railteam alliance, which means you can take the next high-speed train when a delay on another high-speed train made you miss your connection. This is free, although subject to availability. All you have to do is get your ticket stamped by one of our team on board or in the station.

    Got travel insurance?

    Ask your group leader to talk to a member of our team.