Exchanges, e-vouchers and refunds
Claiming compensation
Sometimes things go wrong and our trains are delayed or cancelled. We’re sorry for any disruption to your travel plans. Read on to find out how to exchange your ticket or claim compensation for the inconvenience caused.
Scenario 1: If your train is delayed
If your train is delayed for 60 minutes or more, you are entitled to claim compensation. Please wait at least 24 hours before making a claim – this will give our systems time to process details of your delay. Your options are:
| 60 – 119 mins | 120 – 179 mins | 180+ mins | |
|---|---|---|---|
| Get an e-voucher | 30% of the cost of the affected leg as a Eurostar e-voucher | 60% of the cost of the affected leg as a Eurostar e-voucher | 75% of the cost of the affected leg as a Eurostar e-voucher |
| Get a cash refund | 25% of the cost of the affected leg as a cash refund | 50% of the cost of the affected leg as a cash refund | 50% of the cost of the affected leg as a cash refund |
Claim your e-voucher
- You have 3 months from the date you were due to travel to claim your e-voucher
- Your voucher will be valid for 12 months from the date of your delayed train
Claim a partial refund
- You have 3 months from the date you were due to travel to claim your partial refund
Scenario 2: If your train is cancelled or announced as delayed before departure
If your train has been cancelled or announced as delayed before departure by more than 6o minutes, you can reschedule your trip for another date or swap your ticket for an e-voucher, which you can use to rebook later in the year or claim a cash refund.
Exchange your ticket for free
- You have 3 months from the date you were due to travel to exchange your ticket
- You can travel anytime in the same travel class following your exchange, subject to availability
- If you didn’t book directly with Eurostar, contact the person or company you bought your ticket from.
Claim your e-voucher
- You have 3 months from the date you were due to travel to claim your e-voucher
- Your voucher will be valid for 12 months from the date of your delayed train
Request a refund
- You have 3 months from the date you were due to travel to request a refund regardless of your ticket conditions
- You’ll receive a refund for the value of your ticket, but not for any booking or exchange fees
- If you booked directly with Eurostar, claim your refund via Manage your Booking.
- Important: If you have a booking with multiple passengers travelling at different dates/times under the same reference, please claim your refund via this form.
- If you didn’t book directly with Eurostar, contact the person or company you bought your ticket from.
Scenario 3: I have an e-voucher to use
Simply go to eurostar.com and find the tickets you’d like to book. Then, when you get to the Checkout page, enter your 9 or 16-digit 16 digit e-voucher code and click 'apply'. Your e-voucher code can be found on the e-voucher email we sent you. (Search your emails for 'Eurostar e-voucher'. Don't forget to check your spam folder if you can't find the email.)
Having issues? Here are some tips:
- If you have an 8-digit e-voucher code, please add a 0 at the beginning of the number when entering it at checkout.
- You can use multiple e-vouchers towards a new train only booking.
- Only 1 e-voucher can be redeemed against Hotel or Train + Hotel bookings.
- If the value of your new booking is greater than the value of your e-voucher, you will need to pay the difference.
- Any name can go on your new booking, but the booking must be made by the person named on the e-voucher.
- The currency of your booking needs to be the same as the currency of your e-voucher.
- The expiry date of your e-voucher is the deadline for redeeming it. But you can use your e-voucher to pay for a trip taking place after this date.
- After booking, any remaining value will stay on the e-voucher to be used before its expiry date (this cannot be refunded). You will receive an email to confirm the remaining balance.
- It's not possible to use an e-voucher towards the cost of an exchange or upgrades
If you need to postpone your trip for any other reason, you can reschedule for a later date with our flexible tickets. *Terms and conditions apply
What can I do if I am not satisfied?
After contacting our customer services, if you’re not satisfied with the feedback provided, we invite you to contact the ombudsman. You will find all the information you need in our complaints handling procedure document.