Customer Charter

EUROSTAR'S CUSTOMER COMMITMENTS

Following new European legislation we're publishing our commitments for all to access on eurostar.com. These commitments are audited three times per year and the results will be published on our site in the summer.

We use these audit results, together with detailed analysis of our customer satisfaction surveys and complaints data, to make sure we constantly improve your experience.

Our commitments cover the following areas:

  • Information & tickets;
  • Cancellations & delays – how we will take care of you if things go wrong;
  • Cleanliness and comfort on board our trains and in our stations;
  • Your feedback and how we respond to it;What happens if we can't deliver any of our commitments;
  • and Assistances.

 

INFORMATION AND TICKETS:

Keeping you informed.....Before your journey

You can request a copy of our conditions of carriage from the Traveller Care Team or find them on eurostar.com. Our train timetables are always available via eurostar.com.

Information on ticket prices and conditions are always available via eurostar.com, and can also be obtained from our ticket offices and contact centres, details of which can be found at the bottom of this document.

accessibility, access conditions and availability of on-board facilities for disabled people and people with reduced mobility is available on request from all ticket offices and via eurostar.com.

Information on accessibility and access conditions for bicycles is available via eurostar.com.

Information about incidents which cause significant disruption (i.e. delays of more than 60 minutes to more than one service) is available on eurostar.com.
When services are severely disrupted, we will aim to issue information through travel bulletins on local radio and television.

Information about our travel classes and availability of on-board services is available via eurostar.com.

To find out about procedures for reclaiming lost luggage you can visit eurostar.com or contact the station where the item was last seen or from which the train departed. You will find station contact details at the foot of this document.

During your journey

All our trains have clear signage above the internal doors at the end of each coach, giving information about the location and availability of on-board toilets and the bar-buffet. You can also ask any Eurostar staff member on board for this information.

Information regarding the next station will be announced on-board by our Train Managers.

In the case of delays the Train Manager on board will announce information at appropriate intervals.

The Train Manager on board will also make announcements about main connecting services.

Safety guideline leaflets can be found on board next to each luggage rack section, and the Train Manager will also make announcements shortly before departing from Paris, Brussels and London. Further announcements are made shortly after departure from our intermediate stations before entering the Channel Tunnel.

Train Managers can also be contacted at all times via staff at the bar-buffet.

Tickets

Buying tickets

You can buy tickets for travel in advance or on the day of travel by visiting eurostar.com, by calling one of our contact centres, or by visiting one of our ticket offices in person. You'll find details of these at the bottom of this document.

Ticket Refunds

Refunds of unused tickets are made through the original point of sale, provided the ticket you purchased is refundable. Therefore if you bought your ticket on eurostar.com and it is refundable, it will be refunded via eurostar.com.

If you have already taken part of your ticketed journey and are requesting a refund as a result of a delay, the refund will need to be made by our Traveller Care Team. You'll see their contact details at the foot of this document. Such refunds will be made within one month.

If, before you have left your departure station, it is reasonably expected that there will be a delay of more than 60 minutes on the Eurostar service, you will be entitled to either a full refund of your ticket, or you may wish to postpone your journey to a later date. To claim your refund or change your booking you simply need to contact our Traveller Care Team with details of your original ticket.

CANCELLATIONS & DELAYS – What happens if things go wrong

At Eurostar we set ourselves high standards of train punctuality and make every effort to get you to your destination on time. Our service standards are:

82% of trains arrive within 5 minutes of their scheduled arrival time
92% of trains arrive within 15 minutes of their scheduled arrival time

There are occasions, usually outside of our control, where trains may be delayed or disrupted. When this is the case, this is how we will help you:

Delays of 30 – 60 minutes affecting more than one service:

Updated announcements will be made within the station every 10 minutes.
Updated announcements will be made on board the affected trains at appropriate intervals (usually every 10 minutes for the first 30 minutes and at least every 15 minutes thereafter).
Information about connections and onward travel will be available from the Train Manager.

Delays in excess of 60 minutes affecting more than one service

Updated announcements will be made within the station every 10 minutes.
Updated announcements will be made on board the affected trains at appropriate intervals (usually every 10 minutes for the first 30 minutes and at least every 15 minutes thereafter).
Information and help regarding connections and onward travel will be available from the Train Manager.
The Train Manager will make an announcement regarding the reason for the delay, the effect on arrival times and the level of compensation applicable.
Regular announcements about delay compensation will be made on board the affected trains.

We will make every effort to give customers refreshments appropriate to the location and duration of the delay.
Where possible, passengers will be assisted with rebooking onward connections.
Where possible, taxis will be made available to customers when the delay occurs late at night and public transport is unavailable.
Subject to availability we will book hotels for customers who cannot reach their onward connection or final destination on the same day and are unable to make their own arrangements.

Delays in excess of 60 minutes affecting the majority of services

When major disruptions occur we will do our best to help our travellers with onward connections, refreshments, hotels and taxis. As well as the usual communication channels we will also provide further information through the local press and eurostar.com so customers can decide whether they still wish to continue their journey as booked.

Delay Compensation Policy

We will make the following compensation available to customers:

Delays of 60-119 minutes - We offer a complimentary one-way journey in the same class of travel, or a 50% discount off a future return trip in the same class of travel. Or you may claim a 25% refund of the affected leg of your journey*.

Delays of 120-299 minutes - We offer a complimentary return journey in the same class as your original ticket. Or you may claim a 50% refund of the affected leg of your journey*.

Delays of over 300 minutes - We offer a free return journey in the same class of travel, as well as a cash refund for the delayed leg*.

* Where you have taken a return journey we calculate the price of the affected leg by adding together the prices of the outward and return journeys and dividing by two.

If you choose the complimentary or discounted journey, you have one year from the date of the delay to book and travel. To reserve you simply need to contact our Traveller Care Team with the details of your original ticket.

Percentage refunds will be provided by way of a Eurostar gift voucher or in cash upon your request and must be claimed within two months of the delay by contacting our Traveller Care Team with details of your original ticket.

To apply for a refund customers should contact our Traveller Care Team.

Cancellation of trains

When trains are cancelled we provide the same information and help we give to customers affected by delays. If the reason for the cancellation is within Eurostar's control the same compensation policy applies.

Note
If your train is cancelled and as a result there will be a delay in arrival at your destination station of more than 60 minutes, you will be entitled to either a full refund of your ticket or you may wish to postpone your journey to a later date. To claim your refund or change your booking you simply need to contact our Traveller Care Team with details of your original ticket for the cancelled train.

Cleanliness of trains and stations is a priority

We clean our trains at their destination station after every journey and regularly carry out deep cleans when they go to one of our three depots. We conduct a minimum of 60 train cleaning audits each month.

Stations are also deep cleaned regularly and there are always cleaners present during our hours of operation to keep the station environment as clean, safe and clear of litter as possible. Each month we conduct a minimum of eight audits of our stations. All of these audits are accompanied by a representative from the cleaning supplier.

The basic principle behind the audits is that an area is assessed against a definition of 'What good looks like' and allocated a pass or fail. Appropriate weighting is applied to the scoring and any score below 90% would be considered unacceptable, except at times of major disruption. Present targets range from 93-95%, depending on the area.

Air Conditioning

All our trains are fully equipped with air-conditioning. Should this fail our Train Manager will do everything he/she can to move you to an alternative coach.

Customer Satisfaction Survey

Every year we survey 28,800 of our travellers on Paris and Brussels trains, asking them to rate their satisfaction with a variety of aspects of their journey.

We carefully pick trains to cover all classes of travel and times of day so we can ensure the results are as representative as possible. Each month we survey 2,400 travellers: 800 in Business Premier, 800 in Leisure Select and 800 in Standard.

This data is then carefully weighted to give us a good picture of what all our customers think about key aspects of their Eurostar experience, such as booking, check-in, terminal, lounges, on board and catering. The survey also includes key questions about things like how likely they are to recommend and use Eurostar again, and value for money.

These self-completion surveys are distributed by our research agency, IPSOS, to travellers who are willing to take part. This was previously done on paper, but is now carried out using hand held palmtop computers, which are more adaptable, in that questions can be added or deleted more easily and the data can be collated more quickly, and more environmentally friendly, in that we use far less paper.

IPSOS publishes a report of the results every month and these reports are analysed by our senior management team. In any areas where satisfaction is low this team creates and implements plans to address them. After three months, the team then looks at the customer satisfaction results again to ensure their plans are having a positive effect.

What to do if you have a complaint about our services or feel we have not delivered on our commitments

If you feel that we have let you down on any of these commitments or failed you in any other way, please contact our Traveller Care Team who will be happy to discuss the issue with you and respond quickly and fairly. Appropriate compensation will be considered on a case by case basis.

As with all complaints made to our Traveller Care Team, you can expect:

  • Your telephone call to be answered within 60 seconds
  • Your letter to be replied to within 7 working days
  • Your email to be replied to within 24 working hours
  • That we will use your preferred contact method when responding to your complaint.

Information on how to submit a complaint regarding our services is available via eurostar.com.

If you need assistance during your journey

If you are disabled or your mobility is reduced and you would like further help and support during your journey with us, please contact us at least 48 hours in advance of your journey so that, where necessary, we can make the following arrangements for you:

  • Meet and greet you at check-in at each station;
  • Provide you with a wheelchair (if required) to take you through from check-in to the train;
  • Assist you through check-in, security and immigration authorities
  • Help you to board the train;
  • Help you to disembark from your train;
  • Show you to the next stage of your journey.

We want to get better

Here at Eurostar we want to get things right for you, each and every time.
We want to make every journey special and exceed your expectations, and to help us do so we're putting in place what we call a Service Quality Management System. This means that we look carefully at your feedback, complaints sent to our Traveller Care Team and the results of the Customer Satisfaction Survey to identify where we need to make improvements. We then highlight these areas to our senior management team and they in turn consider what plans are needed to solve the problem and improve your experience.

We also have both internal and external audits in place to track how well we deliver our commitments.
You can find our annual service quality report here.

Contact Centre opening times:

Ashford Contact Centre - UK

Monday to Friday 08:00 – 19:00

03448 224 777

+44 1233 617 575

Douai Contact Centre – Fr

Monday to Sunday 07:00 – 22:00

08 92 35 35 39

Brussels Contact Centre

Monday to Friday 09:00 – 17:30

070 79 79 79

Ticket Office opening times

Paris Ticket Office

Monday to Saturday : 06:00 till 21:00

Sunday + Bank Holidays : 07:20 till 21:00

London Ticket Office

Monday to Friday

04:30 – 20:00

Saturday

05:30 – 20:00

Sunday

06:30 – 21:00

Ashford Ticket Office

Monday to Sunday

11:00 – 16:00

Ebbsfleet T/O

tbc

Brussels Ticket Office

Monday to Sunday

06:00 – 22:00

Calais Ticket Office

Monday to Friday

06:50 – 22:00

Saturday

06:20 – 19:40

Sunday & BH

08:45 – 20:15

Lille Ticket Office

Monday to Saturday

05:45 – 22:00

Sunday & BH

07:30 – 22:00

MLV Ticket Office

Monday to Sunday

06:30 – 22:00