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Conditions of carriage

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INTRODUCTION

Regulation (EC) No 2021/782 of the European Parliament and of the Council of 29 April 2021 on Rail Passengers’ Rights and Obligations (recast) (“PRR”) and all relevant national laws apply to travel on Eurostar London Routes Services. The PRR incorporates the Uniform Rules for the Contract of International Carriage of Passengers by Rail (“CIV”). An electronic version of the PRR can be accessed via the following external website: https://eur-lex.europa.eu/legal-content/EN/TXT/?uri=CELEX%3A32021R0782

These conditions and the documents incorporated by annexure or reference are Eurostar International Limited’s Conditions of Carriage, and apply to your use of Eurostar London Routes Services. Where there is any inconsistency between these Conditions of Carriage and the mandatory requirements of the PRR, the PRR will prevail. Where there are any inconsistencies within these Conditions of Carriage, the condition more favourable to the passenger will apply. If any part of these Conditions of Carriage is found to be invalid or unenforceable, that shall not affect the validity or enforceability of the remainder, which shall remain in force to the fullest possible extent.

Scope of these Conditions of Carriage

Eurostar International Limited is a railway company that operates and distributes international high-speed passenger rail services on Eurostar London Routes.

To enhance your travel experience and to enable you to travel from or to destinations outside of Eurostar London Routes Services, we collaborate with other carriers (e.g. TGV-InOui, TGV-Lyria, THI Factory SA…) whose rail services we offer.

The journeys we offer you may be composed of rail services (legs) operated by different carriers (for example a Eurostar London Routes Service and a TGV-InOui service, a Eurostar London Routes service and a TGV-Lyria Service or a Eurostar London Routes Service and a Eurostar Continental Routes Service).

These Conditions of Carriage apply only to the Eurostar London Routes leg of your journey (i.e., Eurostar London Routes Service).

The Eurostar Continental Routes Service is subject to the application of the THI Factory SA’s Conditions of Carriage [insert link]. Any other leg/service is subject to the conditions of carriage of that other carrier.


DEFINITIONS

  • "Eurostar" or "we" or "us" means Eurostar International Limited, a company incorporated in England and Wales under number 2462001, whose registered office is at 6th floor, Kings Place, 90 York Way, London, N1 9AG, (United Kingdom).
  • Eurostar Continental Routes Service” means the high-speed passenger rail services for Eurostar trains operated by THI Factory SA on routes between Belgium, France, Germany, and the Netherlands.
  • "Eurostar London Routes Service" or “Eurostar London Routes” means the high-speed passenger rail services for Eurostar trains operated by Eurostar International Limited on (i) routes to/from London St Pancras International and (ii) routes between Lille Europe and Brussels-Midi.
  • "Through Ticket " means a journey purchased in a single commercial transaction combining one or more connections as defined in article 12 of the PRR. Only journeys combining a Eurostar London Routes Service and Eurostar Continental Routes Service purchased as part of a single commercial transaction are regarded as Through Tickets within the meaning of article 12 of the PRR.
  • “THI Factory SA” means a limited company under Belgian law whose registered office is located at Place Marcel Broodthaers, 4, 1060 Brussels (VAT BE 0541.696.005, RPM Brussels). THI Factory SA and Eurostar International Limited are owned by the same parent company.
  • Website” means the eurostar.com website.

CONDITIONS OF CARRIAGE RELATING TO PASSENGERS

TICKETS

1. Purchase a ticket

1.1 You can purchase tickets for Eurostar London Routes Services at points of sale, including the Website, the Eurostar app, at one of our stations, or from authorised distributors.

1.2 We reserve the right not to sell certain types of ticket, or tickets to particular destinations, and to restrict the availability of certain fares. We also reserve the right not to provide you with train services (for example, where the circumstances set out in paragraph 39 and/or paragraph 40 apply), after you have paid.

1.3 Details of the conditions and restrictions applicable to particular ticket types or fares are communicated during the booking process on our Website.

1.4 Upon completing your ticket purchase, you must provide your full name ,contact information (including a valid telephone number or e-mail address belonging to the passenger named on the booking) and Advance Passenger Information (confirmation of your passport details or any other valid travel document information as required by the UK Government ) in order for your ticket to be issued.

1.2 Your Contract

The ticket that has been issued to you is evidence of the contract(s) between you and Eurostar International Limited and/or you and other carriers, as the case may be. Each contract consists of (i) these Conditions of Carriage (in relation to Eurostar London Routes Services) and/or the conditions of carriage of other carriers performing the contract; and (ii) the specific data indicated on your ticket. Please refer to those other carriers for details of their conditions of carriage.

2. You need a valid ticket to travel

2.1 You must hold a valid ticket or authority to travel on Eurostar London Routes Services.2.2 Any required alterations to the class or ticket type must be made and paid for before your journey commences. If you travel without a valid ticket, or in the wrong class, or on a discounted ticket for which you are ineligible, you will be charged on the basis of the full fare applicable to the train, journey and class in which you are travelling as at the date of your journey. No railcard or railpass reductions will be allowed. A refund may be available on the original ticket held depending on the ticket type and may be subject to service fees.

3. Conditions on which tickets are issued and Through Tickets

3.1 Tickets are issued subject to these Conditions of Carriage, the PRR and the CIV (as far as they are applicable), applicable laws and regulations, all safety and other regulations applicable to travel through the Channel Tunnel, and the terms of the byelaws and conditions set out in our notices and other publications, which are issued from time to time, including any restrictions or conditions applicable to the fare type purchased.

3.2 If your journey combines a Eurostar London Routes Service and a Eurostar Continental Routes Service, the ticket will be a Through Ticket within the meaning of article 12 of the PRR and issues regarding delays, missed connections, cancellations, compensation, and the management of after sales will be handled by Eurostar International Limited. For all other journeys that combine a Eurostar London Routes Service and a service provided by another carrier(s) (other than THI Factory SA), including when purchased in a single commercial transaction, those tickets will be separate contracts and issues regarding delays, missed connections, cancellations, compensation, and the management of aftersales will be handled accordingly.

4. Specific conditions for Electronic Tickets

We may issue you with an electronic ticket instead of a paper ticket. Electronic tickets will be sent to your nominated email address or can be accessed via our website: www.eurostar.com. You must either print out your electronic ticket and show it to a member of our staff at the check-in booths or scan the barcode on the electronic ticket from your mobile device at the automatic gates prior to travel. Any reference in these Conditions of Carriage to a “ticket” includes a paper ticket and an electronic ticket unless specifically stated otherwise. If you abuse the e-ticketing systems you may not be permitted to continue to use the e-ticketing systems and home printing functions.

5. Children's tickets

5.1 Children aged under 4 may be carried free, without the need for a ticket provided that they do not require a seat and are able to sit on the lap of an accompanying adult. Children aged 4 to 11 years inclusive (up to and including the child's 12th birthday), and younger children for whom a seat on a Eurostar London Routes Service is booked, will pay the child's fare of the class in which they travel.

5.2 Young persons past their 12th birthday travelling on a Eurostar London Routes Service must be in possession of an adult ticket.

5.3 A child's age for the purpose of these Conditions of Carriage is that applicable on the first day of the outward journey.

5.4 The carriage of children under 4 years old free of charge shall be limited to one child per adult.

5.5 Subject to paragraph 5.6, children up to and including the age of 15 years are not permitted to travel on a Eurostar London Routes Service unless accompanied by a competent person of at least 16 years of age. Where the accompanying competent person is not the child’s parent or legal guardian, the child must have in his or her possession throughout the journey (and produce for inspection on request) the written consent of his or her parent or legal guardian to the journey.

5.6 Young persons aged between 12 and 15 inclusive may travel unaccompanied on a Eurostar London Routes Service but must have the written consent of their parent or legal guardian to the journey in the form of the Unaccompanied Minors Form. In addition, such persons must be accompanied to the departure station by a responsible person aged 18 years or older. In order for the young person to travel unaccompanied the responsible person must complete the Unaccompanied Minors Form (available on eurostar.com) in the presence of a Eurostar staff member and the young person must keep the form in their possession throughout their journey (and produce it for inspection on request). The responsible person must also ensure that arrangements are in place for the young person to be met on arrival.

There are exceptions to this paragraph 5.6. Young persons aged between 12 and 15 cannot travel unaccompanied: (a) on Eurostar London Routes Services that depart from the relevant departure station earlier than 6am or later than 5pm (local time); or (b) on the last service of the day from the departure station (whatever the time); or (c) on our direct London Routes Service to or from the Netherlands.

5.7 When the parent or legal guardian gives written consent for the young person to travel, they accept and agree that the young person will travel unaccompanied and be treated as an adult passenger (i.e. the young person will not be accompanied by a member of Eurostar staff) for the entirety of the trip.

5.8 All children travelling on Eurostar London Routes Services must have a valid passport or other valid travel documents in their own name or be named on the passport or other valid travel documents of the adult accompanying them, and have all necessary visas or other immigration documents which the child needs for every country through which the child’s journey passes.

VALIDITY OF TICKETS

6. Tickets for specific times

6.1 A ticket is only valid for travel on the date and on the train displayed on the ticket. No open dated tickets will be issued. If you board any train other than the one specified on your ticket you will have to pay the full fare applicable to the train, journey and class in which you are travelling. No railcard or railpass reductions will be allowed. A refund may be available on the original ticket held depending on the ticket type and may subject to service fees where applicable. Any service and exchange fees already paid are not refundable.

6.2 We will endeavour to honour the advance seating request shown on your ticket, however we cannot guarantee that you will be able to sit in any particular seat. We reserve the right to change your seat at any time, even after you have boarded the train. You must not occupy any seat other than the one shown on your ticket, except where you have been requested to do so by, or received permission to do so from, a member of our staff.

7. Ticket Exchanges

Tickets may only be changed if the particular fare type allows it and for the same origin and destination stations. Any change of ticket to a different date (or other change to any of the details of a ticket) must be made in accordance with the conditions applicable to that particular fare type, and may be subject to exchange and service fees where applicable and the payment of the difference in the fare. If the new fare is less expensive than the original fare purchased, the difference in price will not be reimbursed. Service and exchange fees already paid are not refundable.

Full details of our fare conditions can be found here: https://www.eurostar.com/uk-en/travel-info/travel-planning/eurostar-fares-and-fees or for more specialist fares on our website.

8. Refund Conditions

8.1 If you decide that you wish to cancel your journey, you may request a refund provided the type of ticket you purchased is refundable. Tickets conditions may vary by seller. Where the ticket is refundable, the request must be made through the point of sale from which the ticket was purchased (or from another point of sale to which you are directed).

8.2 Where the ticket is purchased from Eurostar International Limited, if the ticket was paid for with a credit card or charge card, any refund will be made by the issue of a credit voucher against that credit card or charge card. If the ticket was paid by a Business Credit Account, the account will be credited accordingly. If the ticket was paid for with an online payment system such as PayPal, Apple Pay or iDEAL, the account used for the payment will be credited accordingly. If the ticket was paid for by e-voucher(s), any refund will be made by e-voucher(s) to the named holder of the original e-voucher(s). If the ticket was part paid by cash and part paid by e-voucher(s), any refund will be made in the same way – i.e. a refund of the same amount paid by cash and a refund of the same amount paid by e-voucher(s). Otherwise, the refund will be made bank transfer at our discretion.

USE OF TICKETS

9. Breaking a journey at intermediate stations

9.1 Stop-overs en route, other than those necessary for transfers, are not permitted. If you break your journey, you will not be entitled to continue it later.

9.2 Tickets for Eurostar London Routes Services do not include the cost of travel between different stations in any one city.

10. Ticket gates

Before boarding, you must check-in at the automatic gates or with a member of staff at the dedicated booths or if necessary via ticket checks at boarding. You must scan your ticket before the ticket gate time limit, as explained in clause 19.

11. When you are making a journey and have to change trains

If you have to change trains on a journey you are making, you will be responsible for transferring yourself and your luggage between the trains and, if necessary, between stations. When booking your journey you shall ensure that you allow sufficient time for any such transfer to comply with the Eurostar ticket gate time limit in accordance with clause 19. Details of recommended minimum connection times are published on our website: www.eurostar.com.

12. If you travel to a station different to that specified on the ticketIf you wish to use your ticket for a station other than the one for which it is valid, you will have to pay the appropriate full fare for the additional portion of the journey. No railcard or railpass reductions will be permitted.

13. Names on tickets and transfers

13.1 Access to the Eurostar London Routes Service is only provided to the passenger named on the ticket. All passengers must provide valid proof of identity matching the name on the ticket when requested by our staff or agents. We reserve the right to check the identity documents of passengers and may refuse to carry any passenger and their baggage where passengers refuse or are unable to provide valid proof of identity. In such circumstances a refund is only available where the ticket type allows. Service and exchange fees already paid are not refundable.

13.2 Tickets can be transferred to another person in accordance with the conditions applicable to that fare type, and may be subject to fees. Such transfer must be recorded in our ticket system in advance of the journey.

13.3 Tickets already partly used, or made out in a passenger's name, are non-transferable and may only be used by the person for whom the ticket has been purchased. Tickets may not be offered for sale except by Eurostar International Limited or its authorised agents. If a ticket is resold or transferred for profit or other commercial gain, it will become invalid and the holder may be refused access to the train.

13.4 Bookings made with e-vouchers must be made by the person named on the e-voucher (i.e. by the person and with the email address used for the original booking, for which the e-voucher was issued). You may make a booking with e-vouchers for someone else to travel but you may not transfer your e-voucher to someone else.

14. Withdrawal of tickets

Tickets remain our property and if you fail in any material respect to comply with any condition governing its use, your ticket may be withdrawn or invalidated by our staff or agents. If a ticket is withdrawn or invalidated by our staff or agents you will be refused permission to travel and/or continue your journey and no refunds will be issued for any used portion of your ticket. 

15. Audit Requirements

Our staff or agents may retain tickets for audit purposes. If we do this, we will provide you with replacement tickets or receipts as appropriate.

PASSENGER RESPONSIBILITIES

16. Please check tickets at the time of issue

At the time you purchase a ticket, you should ensure that it is for the journey you wanted. You should draw any apparent errors to the attention of our staff or agents at the point of sale where you bought your ticket (or at another point of sale to which we direct you) as soon as possible. We can only consider claims made if you provide reasonable supporting evidence of an error. You are not entitled to any reduction in the fare once you have purchased your ticket. 

17. Make sure that you are on the correct train and that you get on and off at the correct station

You are responsible for making sure that you come to the correct departure station, join the correct train and that you get off at the correct station, all as stated on your ticket. We will not be responsible for any loss or delay caused as a result of you coming to an incorrect station, joining the wrong train or getting off at the wrong station, unless such loss or delay is due to our negligence or the negligence of our staff or agents.

18. Make sure that you check the times for your train prior to travelThe train time displayed on your ticket or in our timetables may change between the date you purchase your ticket and the date you actually travel, for example due to engineering works or other incidents. We do not guarantee the train times to you and they do not form part of your contract of carriage with us. It is your responsibility shortly before you travel to check for any changes to the timings for your train. Where there are changes in the published train times after you purchase your ticket but before your date of travel: (i) you may decide not to travel, in which case you would only be entitled to a refund if permitted in accordance with paragraph 8; or (ii) subject to availability, you may be able to exchange your ticket for a different Eurostar London Routes Service in the same class of travel as stated on your original ticket.

19. Make sure you comply with the ticket gate closure and boarding time

19.1. You must comply with the ticket gate time limit indicated by us (the “ticket gate time limit”). This means you must arrive at the Eurostar departure area to/from London before the ticket gates close, or other minimum period which we may specify from time to time, before your scheduled departure time as stated on your ticket, in order to scan your ticket and carry out the necessary formalities, border controls and security checks. Disabled persons or persons with reduced mobility who require assistance from our staff shall follow the timeframe in paragraph 24.

19.2. If you arrive after the ticket gate time limit, we reserve the right not to allow you to go through the ticket gates and board your train. In such circumstances if you arrive before your scheduled departure time as stated on your ticket, you may ask, if it is possible to be reallocated on the next available train that day. Subject to availability and to the payment of a reallocation fee as indicated in Fares and Fees, we may be able to transfer you to the next available train of the day provided this will not delay the relevant train departure.

19.3. In addition, you must be present at the boarding gate and board your train at the latest by the boarding time as instructed, otherwise you might not be allowed to board your train.

20. Make sure that you have a valid passport with you when you travel

You are also responsible for ensuring that you are in possession of a valid passport (including a valid period before expiry for non-EU citizens) or other valid travel documents when you travel, and that you have obtained all necessary visas or other immigration documents which you need for all countries through which your journey passes. If you attempt to travel without a valid passport or other necessary travel documents or without providing all requested information before departure you may not be allowed to board the train. In such circumstances a refund or exchange is only available where the ticket type allows and may be subject to exchange and service fees.

21. Please keep your ticket ready to show or hand over

21.1 Tickets must be shown (together with any railcards or other supporting documents where they are required) and/or handed over upon request to a member of our staff, or agents or the staff or agents of any carrier on whose service you undertake your journey. We also reserve the right to require you provide appropriate personal identification upon demand. If you fail to do so, we may either:

21.1.1 charge you on the basis of the full fare applicable to the train, journey and class in which you are travelling; or

21.1.2 refuse you permission to travel and/or continue your journey and issue no refund for any used portion of your ticket.

You must hold a valid ticket throughout your entire journey, retain your ticket until leaving the destination station and keep it available for inspection at all times.

22. If your ticket is defaced or damaged

If a ticket has become spoiled, or tampered with, or altered in any way, or if you have been issued with an electronic ticket and the barcode on the electronic ticket is not readable, then the ticket is not valid for travel. The holder must return it and we may issue a replacement ticket. However, we reserve the right to refuse to issue a replacement ticket where it is reasonable for us to do so: normally this will only occur in the case of suspected fraud or where we consider there may be security implications. 

23. If your ticket is lost, stolen or mislaid

The safekeeping of your ticket is your responsibility. If you lose or mislay a ticket (or a portion of a ticket) or a ticket (or portion) is stolen while it is in your possession we may issue a replacement ticket (or portion). However, we reserve the right to refuse to issue a replacement ticket where it is reasonable for us to do so: normally this will only occur in the case of suspected fraud or where we consider there may be security implications. We will not make a refund for any such ticket (or portion), except where the loss, theft or mislaying is the result of our negligence.

24. Assistance for Disabled Passengers and Persons with Reduced Mobility

If you are a person with a disability or if you have reduced mobility, you are requested to notify us at least 24 hours prior to your departure (e.g., by calling or emailing our Contact Centre) if you require any assistance. If you contact us less than 24 hours prior to your departure, we will assist you if you attend the departure area 60 minutes before your scheduled departure time but, in the event of multiple assistances booked for your train, we may not be able to guarantee you being able to travel on your booked train. Access Rules, information on how to get in touch with the Contact Centre and other travel information for disabled passengers are published on our Website: https://www.eurostar.com/uk-en/travel-info/travel-planning/accessibility

25. Smoking Restrictions

25.1 You are not allowed to smoke while on board a Eurostar train.

25.2 You are not allowed to smoke in any Eurostar Terminal Building in any country, or in any station or adjacent areas as indicated by signs in those areas.

25.3 For the purposes of this paragraph 25, smoking includes the use of electronic smoking devices.

26. Compliance with Eurostar International Limited’s Instructions, Customs and Security Requirements and behaviour at our premises and on-board

You shall not prevent our staff or agents from performing their duties and must follow all of the instructions given by our staff or agents, the station managers’ staff and the infrastructure managers’ staff. You must also ensure that you comply with all relevant security, customs and immigrations requirements and the requirements of any other administrative authorities. 

If you fail to comply you may not be allowed to board the train and in such circumstances a refund is only available where the ticket type allows. Service and exchange fees already paid are not refundable. If you are already on board, our staff may refuse to allow you to continue your journey on the train.

26A. Coronavirus (COVID-19)

We’re closely following advice and requirements from governments, enforcement agencies and health authorities regarding Coronavirus (COVID-19) and continuously reviewing and updating processes and procedures accordingly.

You must observe and follow any other processes and procedures to protect the health and wellbeing of our customers and colleagues that are notified to you from time to time.

Refusal of travel

If:(a) you fail to comply with any processes and procedures;(b) carrying you would break government laws, regulations or orders, or render you and/or us liable for a penalty, prosecution, or fine;(c) you have refused or failed to present information which a government, enforcement authority or health authority has asked us to provide or review, including a valid health verification, vaccine or other document required by the country you are travelling to; or(d) you have refused or failed to undergo a health or vaccine screening or examination required by a government, enforcement authority or health authority;you may not be allowed to board the train or if you are already on board the train , you may not be allowed to continue your journey.

You will not be entitled to a refund of any carriage charge or any charge for the carriage of registered luggage and we will not be liable to you for any cost, loss, damage or expenses, including but not limited to any direct, indirect or consequential loss or damage as a result of such refusal.

GROUP TRAVEL

27. Minimum Group Size

To benefit from a "group" fare, a group must consist of at least 10 fare-paying passengers.

28. Group Leader

Groups must have a nominated leader. This person will be responsible for carrying out any special obligations which we place upon him/her. The principle of free places for group travel does not apply on Eurostar London Routes services.

29. Group Check-in

Members of a group must go through the ticket gates together (unless individual tickets have been issued), travel together throughout by the same train(s), and in the same class. We may refuse to allow a group to benefit from a “group” fare when the members of the group do not have the same reason for travelling. 

30. Advance Bookings

We can accept requests for group reservations up to 277 days in advance. There will be limited capacity available and the ability to make reservations will be subject to availability.

31. Additional Services

The supply of additional services for groups such as catering shall be by mutual agreement between us and the nominated group leader.

TRAIN SERVICE DISRUPTION & PERSONAL INJURY

32. Delayed or cancelled trains

32.1 This paragraph 32 applies where cancellation or delays affecting your Eurostar London Routes Service or Through Ticket mean that it is reasonably expected that there will be a delay in your reaching your final destination of more than 60 minutes. This paragraph 32 applies subject to paragraphs 34 and 35.

32.2 In such event, we will inform you of your options. You will have a choice between:

32.2.1 continuing your journey to the final destination, with re-routing where necessary, under comparable transport conditions at the earliest opportunity; or

32.2.2 continuing your journey to the final destination, with re-routing where necessary, under comparable transport conditions at a later date; or

32.2.3 deciding not to travel or to continue your journey. In this case, you will be entitled to a full refund on the unused portion of your Eurostar London Routes Service or Through Ticket, if your journey is no longer relevant to your original travel plan, for which you must provide supporting evidence.

32.3 Where you have decided not to continue your journey under paragraph 32.2.3, we will offer a return service to your first place of departure of your Eurostar London routes Service or Through Ticket and in the same class of travel as stated on your ticket at the earliest opportunity.

32.4 If, instead of claiming a refund, you elect to continue your journey at a later date, you must contact one of our points of sale or access the “Manage Your Booking” functionality at www.eurostar.com and we will, subject to availability and comparable transport conditions, issue you with a new ticket to allow you to complete your journey under your transport contract with us at a later date up to twelve months after the original delay or cancellation.

32.5 In the case of a delay of 60 minutes or more covered by this paragraph 32, we will take reasonable and proportional action to assist you, subject to what is available or physically possible. Having regard to the waiting time and what is reasonably possible, this action may include the provision of refreshments and meals or/and accommodation where relevant and available.

32.6 We will advise you of available re-routing options within 100 minutes from the scheduled departure time of your delayed or cancelled Eurostar London Routes Service or Through Ticket or your missed connection. If we do not do so, and you travel to your final destination by train, coach or bus using the services of another carrier, we will reimburse you for those necessary, appropriate, and reasonable train, coach or bus costs incurred by you. You will need to send us your request with supporting documentation.

33Compensation for Delay

33.1 In the event of a delay of more than 60 minutes on your Eurostar London Routes Service or Through Ticket, you may request compensation as set out in this paragraph. For compensation in the form of an e-voucher, the value of the compensation is greater than provided by the PRR.

33.2 If you choose compensation in the form of an e-voucher, you may request:

  • 30% of the Eurostar London Routes Service or Through Ticket fare for a delay of 60 – 119 minutes.
  • 60% of the Eurostar London Routes Service or Through Ticket fare for a delay of 120 – 179 minutes.
  • 75% of the Eurostar London Routes Service or Through Ticket fare for a delay of 180 minutes or more.

Alternatively, if you choose monetary compensation, the minimum compensation stipulated in the PRR applies. You may request:

  • 25% of the Eurostar London Routes Service or Through Ticket fare for a delay of 60 – 119 minutes.
  • 50% of the Eurostar London Routes Service or Through Ticket fare for a delay of 120 minutes or more.

The Eurostar e-vouchers offered under this clause can be used for payment towards future bookings with Eurostar International Limited on Eurostar London Routes services and/or Eurostar Continental Routes services and are subject to Eurostar International Limited’s e-voucher terms and conditions. You are not permitted to claim Eurostar e-vouchers, if your delayed journey did not include travel through the Channel Tunnel.

33.3 The amount of your compensation under paragraph 33 will be calculated based on the price actually paid by you for the Eurostar London Routes Service or Through Ticket subject to the delay. If a contract includes more than a return service, and the cost of the individual leg/service subject to the delay is not clear, the amount of your compensation under paragraph 33 will be calculated in proportion to the full price paid by you. Where you travel as part of a travel package which does not include a ticket price allocated to the leg/service of the journey subject to a delay, the fare shall be based on such amount as we reasonably specify reflecting the payment received by us in respect of your travel on that leg/service of the journey.

Limits to the right of compensation

33.4 Requests for compensation can only be made for delays on a Eurostar London Routes Service or Through Ticket. For example, if your journey combines a Eurostar London Routes Service and a rail service provided by a separate carrier (other than THI Factory SA), and there is a delay on that separate rail service, Eurostar International Limited will not pay compensation and you will need to make any claim for compensation to that separate rail carrier.

33.5 You will not be entitled to compensation:

  • where you are informed of a delay before you purchase your ticket,
  • where a delay due to re-routing or continuation on a different service remains below 60 minutes,

- if under paragraph 32 you choose to be reimbursed your fare.

33.6 We will not be obliged to pay compensation to you if the delay, missed connection or cancellation was caused directly by, or was inherently linked with:

  • extraordinary circumstances not connected with the operation of the railway, such as extreme weather conditions, major natural disasters, or major public health crises, which we, in spite of having taken the care required in the particular circumstances of the case, were unable to avoid and the consequences of which we were unable to prevent;
  • your fault; or
  • the behaviour of a third party which we, in spite of having taken the care required in the particular circumstances of the case, were unable to avoid and the consequences of which we were unable to prevent, such as persons on the track, cable theft, onboard emergencies, law enforcement activities, sabotage or terrorism.

33.7 Club Eurostar programme

If you are a member of the Club Eurostar programme you may elect to opt for bonus points instead of a monetary compensation or a Eurostar e-voucher when your Eurostar London Routes Service or Through Ticket is delayed for 60 minutes or more. To qualify, the ticket for your delayed journey must be registered to your account. The points awarded are bonus points and do not contribute as status points to your tier status. Points will be awarded in the booking currency and not the account currency if they are different. If you have made a booking for multiple passengers you may only claim for compensation in bonus points for your own travel.

34. Liability in case a journey cannot be continued the same day

34.1 This paragraph 34 applies where cancellations or delays to trains or missed rail connections mean your journey cannot be continued the same day or continuation of the journey on the same day could not reasonably be required under the circumstances. This paragraph 34 applies subject to paragraph 35.

34.2 Where this paragraph 34 applies, we will refund you the reasonable costs of notifying persons awaiting you and we will either provide reasonable overnight accommodation including any necessary transfers or refund the reasonable costs of overnight accommodation including any necessary transfers.

35. Relief from Liability for Delay, Exemptions

35.1 We will not be liable to you under paragraph 34 when the cancellation, late running or missed connection is attributable to one or more of the following causes:

35.1.1 circumstances not connected with the operation of the railway which we, in spite of having taken the care required in the particular circumstances of the case, could not avoid and the consequences of which we were unable to prevent;

35.1.2 fault on your part; or

35.1.3 the behaviour of a third party which we, in spite of having taken the care required in the particular circumstances of the case, could not avoid and the consequences of which we were unable to prevent; another undertaking using the same railway infrastructure shall not be considered a third party.

35.2 In addition, we will not be liable to you under paragraph 32 or 33 in so far as any delay, cancellation or missed connection is due to transport services:

35.2.1 which are wholly performed outside the territory of a Member State of the EU, the UK, Switzerland and Norway;

35.2.2 which are performed partly outside the territory of a Member State of the EU, the UK, Switzerland and Norway, provided that the delay occurs outside those states;

35.2.3 which are exempted from the PRR;

35.2.4 which do not form part of the contract of carriage; and/or

35.2.5 by sea or on inland waters.

35.3 Paragraphs 32, 33 and 34 are intended to fulfil our obligations under articles 18 and 19 of the PRR and article 32 of the CIV and do not create any entitlement to double recovery.

36. Handling of Refunds and Compensation

36.1 Any request for a refund or compensation (regardless of the method of compensation chosen), must be made within three (3) months of the date of the incident. Please submit by using:

- our online form available on our Website eurostar.com; or

- the online form established by the European Commission which you should complete and send to us (i) using our online form available on Eurostar.com or (ii) by post to our Traveller Care Department.

36.2 As a general rule, we will pay any refunds and/or compensation you are entitled to in the form of Eurostar evouchers - which are valid for one year from the date of issue. Upon your request, any refund or compensation you are entitled to under the PRR can be paid in money in a form chosen by us.

36.3 We will not reimburse you for any claims under €4. Please refer to paragraph 57 for further details of the complaints process.

37. Limits on Liability and Exclusions

Purchase and payment for a ticket does not provide firm assurance that your train will not be subject to alteration, delay or cancellation and paragraphs 32, 33 and 34 and the PRR set out what we will do if any of these situations arise. Except as set out in paragraphs 32, 33 and 34, we are not liable to you for any cost, loss, damage or expenses, including but not limited to any direct, indirect or consequential loss or damage, resulting from the cancellation or late running of a train, missed connection or poor service for any reason (including where due to our negligence or serious fault). You are recommended to take out insurance in respect of any consequences of delay or cancellation going beyond what these Conditions of Carriage provide.

38. Extent of Liability

38.1 Our liability to you in relation to death and personal injury is subject to the CIV and any applicable national laws.

38.2 Nothing in these Conditions of Carriage shall operate to exclude or limit the liability of a party if and to the extent that such exclusion or limitation is not permitted by the applicable law or that liability relates to the consequences of fraud by that party.

SECURITY AND SAFETY

39. Security Checks

39.1 In the interests of the safety and security of all our passengers, security checks (including, without limitation, security searches) on you, your personal effects and your luggage may be carried out by our staff or agents or the security and border control authorities before you are permitted to board the train and while you are aboard the train (please note that references to “luggage” in these Conditions of Carriage refers to luggage and/or its contents). You must cooperate with our staff and agents and with the security and border control authorities in relation to these checks. By purchasing a ticket and accepting these Conditions of Carriage, you consent to such checks being carried out on you and your luggage. Any failure to cooperate may result in your being denied access to the train or in your being delayed or detained when you wish to leave the train. We will not be responsible either in contract, tort or otherwise for any loss or damage you may suffer or for the consequences of any delay if you fail to comply with your obligations under this paragraph, or for any loss or damage to your luggage arising from security checks. If you are denied access to your train as a result of security checks you will not be entitled to a refund of any carriage charge or any charge for the carriage of registered luggage.

39.2 When available, any booking for intra-Schengen travel from Brussels to Lille is available in Standard class only and limited to coach 18 or 16 (the “Dedicated Coach”), depending on the type of train, for security and border control reasons. Intra-Schengen passengers departing from Brussels are not subject to border controls, whether for exiting Schengen area or entering the United Kingdom. Therefore, any movement by any intra-Schengen passenger to and from the Dedicated Coach between Brussels and Lille or Calais will be strictly limited and controlled.

You must cooperate with our on-board staff and agents, as well as security and border control authorities in the stations in relation to these requirements. Any failure to cooperate, any non-authorised movement to and from the Dedicated Coach and/or any refusal from any intra-Schengen passenger to get off the train at Lille may result in the intervention of security and border authorities, without prejudice to the exercise of our right to exclude you from carriage under clauses 40.1 and 40.3 below.

40. Exclusion from Carriage

40.1 If we reasonably believe that while you are on board the train or at any Eurostar premises or station serviced by Eurostar International Limited you:

40.1.1 or your luggage have or will present a danger for the safety and good functioning of our operations;

40.1.2 or your luggage have or will put the train, or any person in it, in danger;

40.1.3 failed to comply with these Conditions of Carriage, applicable regulations and/or to obey the instructions of our staff, agents or authorities relating to safety or security;

40.1.4 failed to obey no-smoking signs;

40.1.5 committed a criminal offence;

40.1.6 have or will allow your physical or mental state to become affected by alcohol, drugs or medication;

40.1.7 have made a hoax bomb or other security threat;

40.1.8 are in possession of any of the prohibited items listed in Appendix 1, in particular (but not limited to) military shells (including war souvenirs & relics);

40.1.9 have or will behave in a threatening, abusive, insulting or disorderly way towards our staff, agents or other passengers; or

40.1.10 have or will behave in a way which causes discomfort, inconvenience, damage or injury to our staff, agents or other passengers, then our staff may refuse to allow, or refuse to continue to allow, you to access our premises or the train, or if you are already on board the train, our staff may refuse to allow you to continue your journey on the train. We reserve the right to report the incident(s) to the relevant authorities, where appropriate, with a view to them prosecuting you for any criminal offences you might have committed.

40.2 Where our staff so refuse access to railway premises or the train under paragraph 40.1, you will not be entitled to a refund of any carriage charge or any charge for the carriage of registered luggage and we will not be liable to you for any cost, loss, damage or expenses, including but not limited to any direct, indirect or consequential loss or damage as a result of such refusal.

40.3 In the reasonable exercise of our discretion, we may for a limited time period refuse to carry you on our train services if we have notified you in writing before the booking that we would not at any time after the date of such notice carry you on our train (a "banning notice"). We will do this where you have contravened the rules of behaviour stated in paragraph 40.1 and transporting you is therefore unacceptable. In the banning notice will specify a reasonable period for which the ban will apply and will ask you not to buy a ticket or ask or allow anyone to do so for you within that period. If you attempt to travel while the banning notice is in force, we will refuse to carry you.

41. Wheelchair users

For safety reasons, access to our trains by persons confined to wheelchairs is limited to four (4) per train, travelling in the special areas provided. If you are normally confined to a wheelchair but do not declare this at the time of booking and do not reserve a seat in the special areas provided, you may be refused access to the train.

In the station and to travel in your wheelchair onboard you are required to ensure that your wheelchair is in a good state of repair and working normally. If you require assistance, if the condition of your wheelchair means that there is a risk of injury to yourself or our employees/partners, we reserve the right to refuse assistance or to ask you to transfer to a station-provided wheelchair if you are able to do so.

SECTION 2 - CONDITIONS OF CARRIAGE RELATING TO LUGGAGE, ETC

ACCEPTANCE OF LUGGAGE

(Please note that, as set out in paragraph 39, references to “luggage” in these Conditions of Carriage refers to luggage and/or its contents).

42. Conditions of Acceptance of LuggageWe will accept the carriage of your luggage subject to:

42.1 these Conditions of Carriage (including, without limitation the conditions in this Section 2);

42.2 the byelaws and conditions of any other company, body or person who accepts that luggage for carriage;

42.3 prior security screening and/or searching by our staff or agents; and

42.4 when you send your luggage for carriage as registered luggage, compliance with our registered luggage terms and conditions.


43. Permitted Quantity of LuggageIf you are travelling on an adult ticket you may take with you without charge when you travel on our trains up to two (2) large items (suitcases, rucksacks, musical instruments etc.), which do not exceed 85cm in length, plus one small piece of hand luggage (handbag, small rucksack etc.), provided you can easily carry such articles and they can be fitted into the luggage spaces provided. If you wish to take any items you cannot easily carry and/or additional items we may, at our discretion, either levy a charge in respect of such items to allow them to be carried as luggage or require you to pay to send them through our registered luggage service. For more details on what you can carry when you travel on our trains, additional levies payable and our registered luggage service please check our website: www.eurostar.com.

Members of staff will only carry luggage where you are eligible for special assistance. In such circumstances, each piece should not weigh more than 15 kilograms and have a fully functioning handle in order for it to be safely lifted.

Children under the age of four who travel without a ticket do not have an individual baggage allowance. Any child with a child ticket may take one bag which does not exceed 85cm in length and one small piece of hand luggage.

You may take one pushchair and one car seat per child on board at no extra cost and in addition to your individual allowance. These must be stored in the luggage racks in the carriage where you are seated and any pushchair must be folded for storage.


44. Accompanied BicyclesIf you fold your bike or dismantle it to remove the saddle, handlebars and wheels, you can carry it on board in a bike bag as part of your luggage allowance, provided the overall size is no more than 85cm in length.

45. Prohibited and Controlled LuggageYou may not take with you as accompanied luggage on our trains:

45.1 articles subject to prohibition and restriction and included in Appendix 1;

45.2 articles being carried for or on behalf of a third party for commercial gain;

45.3 articles for which we would otherwise make a separate charge;

45.4 articles which are forbidden by customs authorities or other government agencies;

45.5 bicycles or other items that are large or have sharp edges, which would constitute a safety hazard to other passengers on stations or within the passenger carriage; and/or

45.6 alcoholic beverages in excess of limits which we advertise and/or designate for any period (which may include a total ban on alcoholic beverages). We may confiscate and destroy any such alcoholic beverages carried during such period without any liability to you.


46. Labelling of LuggageAll your luggage must be clearly labelled with your full name, seat number and destination station. Conflicting labels should be removed or obliterated. The luggage must remain under your close control throughout the journey and be available for inspection by the security and border control authorities at all times.


47. Our liabilities

47.1 Accompanied Luggage: You are responsible for supervising luggage and articles which you carry as accompanied luggage and any animals which accompany you. Subject to the PRR and the CIV, we are not liable for any loss or damage to articles, accompanied luggage or animals for which you are responsible unless:

47.1.1 that loss or damage was caused as a result of our fault;

47.1.2 when you loaded and stowed your luggage for carriage that loss or damage was of a type and extent that we should reasonably have contemplated resulting from that carriage (for the avoidance of doubt and without limitation, loss resulting from the absence or inadequacy of packing, the special nature of the luggage or the loading and stowing of items not acceptable for carriage is not loss of that type and extent); and

47.1.3 your loss is not related to your or your employer’s business or another remunerative opportunity (including, for the avoidance of doubt and without limitation, any loss of profits or increase in business costs, any failure to obtain, or loss of a commercial opportunity regardless of whether that opportunity arose in the normal course of business, and any costs associated with any disruption to your business).

In any event, our maximum liability to you for total or partial loss or damage to articles, hand luggage or animals is capped at the amount set out in Article 34 of the CIV and is subject to your providing us with receipts evidencing any loss or damage.


47.2 Registered Luggage:

47.2.1 If you are travelling with extra, oversized or luggage allowed as registered luggage only as per Annex 1, according to our Conditions of carriage, you will need to use our registered luggage service where this is available, the remaining paragraphs of 47.2 apply .

47.2.2 Applicable prices are detailed on the registered luggage dedicated page of our website.

47.2.3 Each passenger must present himself or herself with his luggage and with his train ticket that will be used for his journey. It cannot be used to transport commercial goods.

47.2.4 Enquiries and bookings for registered luggage must be made through travelservices@eurostar.com . For Customs’ requirements registered luggage may only be carried, space permitting, on the same train as you. In the event that there is no capacity to accept your registered luggage on your booked train, your ticket will be exchanged to the next available departure. Your luggage must be collected on the platform upon arrival at your destination.

47.2.5 The maximum authorized weight per luggage is 30 kg.

47.2.6 Each item of luggage must be labelled with the correct address, telephone number and destination station. Be sure to pack your luggage properly to allow handling and transportation without risk of damage. Defects that are already evident at the dispatch stage must be noted. The customer’s acceptance of the receipt is regarded as recognition of the defects.

47.2.7 You also need to comply with the formalities required by customs or other competent authorities. All luggage is subject to customs inspection and /or checks from any competent security or border authority. Thus, we remind you that your luggage may be banned from transport and/or be kept by competent security authorities or border authorities.

47.2.8 After registration of your items, you will be given a receipt to present on arrival at the destination station to collect them. Registered luggage cannot contain unauthorized items listed in annex 1 of these Conditions. For the registration and collect of weapons as listed in Annex 1 to these Conditions, make sure that you can present all required certificate and license.

47.2.9 We are liable in accordance with the CIV and the PRR for any loss, damage or delay which results from us carrying your luggage as registered luggage. PRR and CIV rules contain certain applicable exclusions and limitations that state the liability of the Carriers for loss, damage, and late delivery of registered luggage. Under no circumstances, Eurostar International Limited could accept any compensation for consequential damages.


48. Your liabilities

48.1 If you bring any articles, luggage or animals on to our premises or on to our trains you will be responsible for any injury, damage or loss caused as a result of your failure to take reasonable care of it or them (including, without limitation, by your failure to remove any luggage from our premises or our trains at the end of your journey).

48.2 You must comply fully with any requirements of the security and border control authorities in any jurisdiction in relation to your luggage.


49. Examination and destruction of luggageWe may open and examine the contents of any luggage you leave on our trains or premises (including luggage left unattended), before removing such luggage to a secure place. We may, without any liability, remove and/or destroy any luggage and/or any other property which might in our opinion present a security risk or cause injury or inconvenience to persons or damage to property.


50. Found itemsYou may not regard any item which you find on our premises or trains as belonging to you and must hand over any such item immediately to a member of our staff (or, in the case of money, to the appropriate police staff) for safekeeping.

51. Charges/Liability for lost propertyWe may make a reasonable charge for the return of lost or unclaimed luggage or other lost property to the owner, depending upon the type of article and the period during which we have held it before it is claimed. Subject to paragraph 52 and subject as provided in paragraph 47.1 in respect of accompanied luggage and in paragraph 47.2.9 in respect of registered luggage, we are not liable for any loss or damage which you sustain in respect of lost, unclaimed luggage, luggage returned in whole part or other property.


52. Disposal of unclaimed luggageAll items of lost or unclaimed luggage or other lost property which have not been claimed by the owner within twenty eight (28) days of being found will be regarded as having been abandoned. Once they are regarded as abandoned, they may be sold or otherwise disposed of and the proceeds of the sale will be retained by us or otherwise dealt with by us at our discretion. Perishable articles may be disposed of earlier. Any costs of return of items will be borne by the owner.


53. Additional conditions for left luggageLeft luggage conditions are exhibited at stations where a locker or other facility is offered. Unclaimed left luggage will be dealt with in a similar manner to lost or unclaimed luggage, as set out in paragraphs 51 and 52 above.

SECTION 3 – GENERAL

Animals

We allow guide and assistance dogs and assistance cats where a passenger requires the support of the guide or assistance dog or assistance cats to travel (in accordance with all the requirements of the PETS Scheme), but we do not allow passengers to bring any other animals on board any Eurostar London Routes service as hand luggage, registered luggage or otherwise. For safety reasons, access to our trains by persons travelling with a guide or assistance dog or assistance cat is limited to four (4) per train. 

You must contact our Contact Centre at least 24 hours before your journey as pre-departure checks are required in order to approve your guide or assistance dog or assistance cat for travel. If you do not contact us at least 24 hours before your journey, your guide or assistance dog will not be permitted to travel. Before departure it is the dog or the cat owner’s responsibility to ensure that their dog or cat has a valid Animal Health Certificate or EU pet passport; that the dog’s or cat’s vaccines are up-to-date before travel and that the name on the dog’s or cat’s ticket matches that found on the Animal Health certificate or EU pet passport, final approval checks of the guide or assistance dog or assistance cat will happen in our stations on the day of travel. Entry for dogs or cats travelling between the UK and EU countries may be subject to checks by the relevant authorities and dog or cats owners will be directly responsible for the payment of all related costs (e.g. if the relevant authorities hold dogs or cats before making a decision on entry).

55. Car Parking

The conditions governing the parking of motor vehicles and bicycles are available for inspection at our stations where this facility is offered.

56. Wifi On-Board

56.1 The wifi service is provided free of charge as a compliment to your journey and no part of the ticket price is attributed to the provision of the wifi service.

56.2 the wifi service is provided on an "as is", "as available" basis without warranties of any kind. All warranties, conditions, representations, indemnities and guarantees with respect to the content or service and the operation, capacity, speed, functionality, qualifications, or capabilities of the wifi service whether express or implied, arising by law, custom, prior oral or written statements by Eurostar International Limited, or otherwise are hereby overridden, excluded and disclaimed.

56.3 access to the wifi service is subject to the Eurostar International Limited Wifi Terms and Conditions which are available when you register to use the wifi service.

57. Complaints

Any complaints should be addressed to our Traveller Care department in writing within three (3) months of the date of the incident. Please contact us: 

- online [uk-en/contact-us/eurostar-contact-details?faq]; or

- by post to the following address

Eurostar Traveller Care Team

2nd Floor Kent House

81 Station Road

Ashford, Kent TN23 1AP

United Kingdom

We will acknowledge receipt of all complaints within one (1) month of receiving them. If your complaint is complex or we need to get extra information to provide you with a full response, we’ll get back to you as soon as possible once we've fully investigated. If this happens, we will keep in touch with our expected response date and provide an update on our progress every 10 days. Where appropriate, we will pass the complaints to the carriers responsible for them to deal with.

Our working languages are English, French, Dutch and German.

If you have submitted a claim to our Traveller Care department but are unsatisfied with the response, or if you have not received any response within the three-month delay, you can contact in English or French the Médiation SNCF Voyageurs either online on the following link: https://mediation-sncf.my.site.com/mediation/s/?language=en_US or by post to:, Médiation SNCF Voyageurs ,TSA 37701 – 59973 Tourcoing Cedex– France. The applicable rules and procedure when submitting a request to the Médiation SNCF Voyageurs are governed by a Mediation agreement (‘Protocole de médiation’) Eurostar International Limited has entered into. The Protocole de médiation is accessible online on https://mediation.sncf-voyageurs.com/saisir-le-mediateur/ and in the Médiation SNCF Voyageurs annual report.

Alternatively, in the UK, you can contact London Travel Watch on enquiries@londontravelwatch.org.uk or write to FREEPOST RTEH-XAGE-BYKZ, London TravelWatch, PO Box 5594, Southend-on-Sea, SS1 9PZ

In addition, a European online dispute resolution (ODR) platform exists to facilitate access to Alternative Dispute Resolution (ADR) for complaints. If available, the platform can be accessed at http://ec.europa.eu/odr and claims submitted to the platform will be addressed in accordance with Regulation EU 524/2013.

58. Law, Jurisdiction of Courts and Language

Subject to any mandatory national laws, these Conditions of Carriage and all non-contractual obligations arising from them or connected with them will be governed by English law. Any person bringing an action under these Conditions of Carriage irrevocably submits to the jurisdiction of the English Courts.

These Conditions of Carriage are originally drafted in the English language. They are also translated into the French, Dutch and German languages.

59. Disputes

59.1 It is noted that the CIV contains provisions relevant to the assertion of rights under the CIV.

59.2 An action based on the liability of a carrier in the event of the death of, or personal injury to, passengers may only be brought against the carrier having performed the part of the carriage on which the accident happened. If this part of carriage was not provided by the carrier, but by a substitute carrier, then the person entitled may address his claim to that substitute carrier instead.

59.3 An action for the recovery of a sum paid for the contact of carriage may be brought against any one of the carriers taking part in the performance of the contract of carriage.

59.4 An action for refund or compensation for delays based on entitlement under the PRR or CIV and other actions made on the basis of the contract of carriage may only be brought against the first or the last carrier or the carrier having performed the part of the carriage on which the event giving rise to the proceedings occurred.

59.5 If the person entitled has a choice between several undertakings, his right to choose is extinguished as soon as he brings an action against one of them.

60. Authority of our staff or agents

Our staff or agents have no authority to waive or change these Conditions of Carriage. 

61. Data Protection

Eurostar International Limited will process your personal data in accordance with our privacy policy which is available on www.eurostar.com [insert direct link]. We have implemented the appropriate technical and organisational measures to secure customer data and ensure that this data is not accessible by any unauthorised person. We may be obliged to make personal data available to authorised U.K. or EU authorities in accordance with applicable law and regulations, notably for the purposes of the prevention, detection, defence and prosecution of crime, security and counter-terrorism. If you believe that we are storing details relating to you and that these are incorrect or to exercise any of your rights regarding your personal data, please email data.protection@eurostar.com, or alternatively write to the Data Privacy Officer of Eurostar International Limited at 6th floor, Kings Place, 90 York Way, London, N1 9AG, (United Kingdom).

62. Amendments

We reserve the right to amend these Conditions of Carriage at any time. The Conditions of Carriage which apply to your journey are those published at your date of travel. We will not amend these Conditions of Carriage with retroactive effect following your date of travel.

63. Rights Of Third Parties

Unless expressly provided in these Conditions of Carriage, none of the terms of our contract with you, including these Conditions of Carriage, is enforceable or intended to be enforceable under the Contracts (Rights of Third Parties) Act 1999 by any party or person other than you.

64. Interpretation

The use of the words "you" and "your" refers in each case to any passenger or passengers travelling on our trains. References in these Conditions of Carriage to "paragraphs" are to paragraphs of these Conditions of Carriage.

Appendix 1

The table below sets out articles which must not be taken on board our trains (carriage prohibited) and articles that may only be taken with special permission as registered luggage by prior arrangement (carriage permitted as registered luggage). Note that this list is not exhaustive; passengers will not be allowed to keep articles with them on the journey if the item is inherently dangerous, is likely to cause property damage, or if there is reason to suspect the article may be used to commit an act of violence or threat. Carriage as registered luggage may be refused. If you are in any doubt, make contact well in advance of your proposed journey.

NOT ALLOWED

  • Unlicensed firearms, including replicas and de-activated firearms. Imitation or toy guns that have the appearance of a genuine weapon.
  • Any kind of ammunition (of any calibre and in any quantity).
  • All explosives: military shells (including war souvenirs & relics), detonators, smoke cartridges, grenades, mines, explosive military stores, imitation devices, fireworks, flares, pyrotechnics.
  • Items containing incapacitating substances such as gas guns, tear gas sprays, mace, CS gas, phosphorus, acid and other dangerous chemicals that could be used to maim or disable.
  • Bulk quantities of inflammable substances e.g. petrol, methylated spirits, paint thinners.
  • All flick knives, gravity knives and daggers.Folding pocket knives with a blade over 3" (75mm) in length are also banned. (Small folding pocket knives with blades under 75mm are the exception & are permitted).
  • Any other weapon made, adapted or intended for use as an offensive weapon.
  • Electric scooters (e-scooters) and hoverboards. This does not apply to battery powered mobility scooters which are allowed.


ALLOWED AS REGISTERED (HOLD) LUGGAGE ONLY WHERE THIS SERVICE IS AVAILABLE

  • Authorised firearms not requiring a certificate e.g. compressed gas or air powered match pistols or hand guns.
  • Licensed firearms under section 2 of the Firearms Act 1968 and/or any local applicable regulation. Generally speaking, licensed firearms are limited to shotguns and rifles for hunting and sporting purposes. You will need to check in advance with the relevant national authorities in the country of boarding and destination.
  • A firearm certificate will be required and a European Firearms Pass may be required. Note that all ammunition must be removed and must not be taken on board.
  • Swords (ceremonial and real). Sword sticks & umbrellas containing a sword blade. Please note fencing swords can be carried as permitted luggage provided they are in a protective case.
  • Ceremonial weapons such as kukri or skeandhu, martial arts weapons, crossbows, crossbow bolts, longbows and arrows, starting pistols.
  • Dangerous sporting equipment (see sporting equipment section).
  • Open razors / Cut-throat razors.
  • Kitchen knives and household utensils.DIY tools such as screwdrivers, drills & hammers.

Remember, this list doesn’t cover absolutely everything, but it’s a good guide to what you can and can’t take with you. Anything that’s inherently dangerous or that could be used to commit an act of violence or threat will not be allowed.

If our security teams have any concerns about an item that they believe might represent a risk, Eurostar reserves the right to remove or refuse that item.

Version as of 23 April 2024

DEFINITIONS

For the purposes of these Terms and Conditions of Carriage,

  • IATA/ATB Ticket” means a paper travel ticket with magnetic strip, which features certain information.
  • “Home-printed ticket” means a ticket ordered on a website listed in article 2.2. of these Terms and Conditions of Carriage, printed on A4 paper in portrait format using a laser or ink jet printer and presented exclusively in this format, together with the Passenger’s identity document, at the time of inspection. The printed ticket is nominative, personal and non-transferable.
  • “Irregularity report” means the document established by the Train Manager, a copy of which is delivered to the Passenger if the latter is in an irregular situation on board (pricing irregularity, fraud, inappropriate behaviour, etc.).
  • "Eurostar London Route Services" means the high speed passenger rail services for the Eurostar trains/routes from/to London (including from Lille to Brussels), operated by Eurostar International Limited under the brand name “Eurostar”.
  • "Eurostar Continental Route Services" or “Eurostar Continental Route” means the high speed passenger rail services for all Eurostar trains/routes between Belgium, France, Germany and the Netherlands (excluding the trains from/to London and from Lille to Brussels) operated by THI Factory SA under the brand name “Eurostar” and subject to these Eurostar Continental Route Terms and Conditions of Carriage.
  • "Through Ticket" means a journey purchased in a single commercial transaction combining one or more connections as defined in article 12 of the PRR. Only journeys combining a Eurostar London Route Service and a Eurostar Continental Route Service purchased as part of a single commercial transaction are considered to be Through Tickets within the meaning of article 12 of the PRR.
  • e-Voucher” means the electronic compensation voucher delivered by Customer Service that can be used on eurostar.com, or the discount voucher issued by Eurostar during a promotional campaign.
  • “Administrative Fees” means, depending on the case:
    • The amount owed to the distributor for drawing up a transport contract in a point of sale (call centres, agencies);
    • Or the amount of the costs related to drawing up an Irregularity Report by the Train Manager (in addition to the amount payable for regularisation).
  • “Mobile Ticket” means the e-Ticket format on mobile phones.
  • “Person with disabilities” refers equally to the concepts of “person with disabilities” and/or “person with reduced mobility”. “Person with disabilities” or “Person with reduced mobility” means any person whose mobility is reduced, when using a means of transport, due to any physical disability (sensory or motor, permanent or temporary), or any intellectual disability or deficiency, or any other cause of disability, or age, and whose situation requires that the service made available to all passengers be carefully considered and adapted to meet their specific needs.
  • “THI Factory” or “We” means the Belgian public limited liability company, whose registered office is located at 4 Place Marcel Broodthaers, 1060 Brussels (VAT registration BE 0541.696.005, BTR Brussels), which, on the basis of a railway undertaking licence, a safety certificate and various partnerships, operates and distributes, directly or indirectly, international and national high speed passenger transport services in Belgium, France, Germany and the Netherlands as well as ancillary, complementary or annex services.
  • Eurostar International Limited means the company incorporated in England and Wales under number 2462001, whose registered office is located at 6th floor, Kings Place, 90 York Way, London, N1 9AG, (United Kingdom). THI Factory SA and Eurostar International Limited are owned by the same parent company.
  • “e-Ticket” means a paperless travel ticket confirmed by the electronically recorded travel information. The e-ticket is nominative, personal and non-transferable.
  • “Train Manager” means the head of the train, responsible in particular for inspections and safety on board.
  • “Carrier(s)” refers individually or collectively to the railway undertakings that operate the Eurostar Continental Route transport service and with which the transport contract is agreed, viz.:
    • NS Internationaal B.V for the part of the trip in the Netherlands as subsequent carrier within the meaning of article 3 a) of the Uniform Rules concerning the Contract of International Carriage of Passengers by Rail (RU CIV) developed within the International Rail Transport Committee (CIT);
    • THI Factory for the part of the journey in Belgium and France;
    • THI Factory for the part of the journey in Germany, given that THI Factory will entrust SNCF Voyages Deutschland GmbH with the provision of transport on German territory as a substitute carrier within the meaning of article 3 b) of the Uniform Rules concerning the Contract of International Carriage of Passengers by Rail (RU CIV) developed within the International Rail Transport Committee (CIT).
  • “Passenger” or “You” means any person travelling on a train.

PART 1 - THE TRANSPORT CONTRACT

The transport contract referred to in the terms herein is agreed between the Carriers and the Passenger and is governed by the following, in descending order of importance:

  1. Regulation (EC) no. 2021/782 of the European Parliament and of the Council of 29 April 2021 on rail passengers’ rights and obligations (recast) (“PRR”): https://eur- lex.europa.eu/legal-content/EN/TXT/HTML/?uri=CELEX:32021R0782 ;
  2. the Uniform Rules concerning the Contract of International Carriage of Passengers by Rail developed within the International Rail Transport Committee (CIT) (“RU CIV”): https://www.cit-rail.org/en/rail-transport-law/cotif/;
  3. these Terms and Conditions of Carriage;

the General Conditions of Carriage for Rail Passengers developed within the International Rail Transport Committee (CIT) (“GCC-CIV/PRR”): https://www.cit- rail.org/en/passenger-traffic/products/.


The transport contract referred to herein covers all transport carried out by THI Factory SA for the Eurostar Continental Route Services, excluding any journey carried out with another means of transport (other rail operator, aircraft, bus, tram, metro, taxi, car, etc.), or on foot. Consequently, the transport contract referred to herein does not cover the transfer journey, even if it was between stations in the same agglomeration unless such a journey is expressly provided for by these Terms and Conditions of Carriage.

PART 2 - TICKETS

The transport contract is confirmed by one or more tickets issued on paper or electronic media. Unless otherwise indicated, a travel ticket materialises the transport contract.

Paper and electronic tickets provide proof, until demonstrated otherwise, of the existence and content of the transport contract. With respect to electronic tickets, this provision is only applicable if the Passenger can provide the information recorded electronically, as specified in Article 2.5.1 hereof.

2.1. Acceptance of these Terms and Conditions of Carriage

By purchasing a ticket for Eurostar Continental Route Services by any means whatsoever, and/or by using the Eurostar Continental Route transport service, the Passenger unconditionally accepts the present Terms and Conditions of Carriage.


2.2. Booking and conditions of use of travel tickets

To travel with Eurostar for Eurostar Continental Route Services, Passengers must be in possession of a ticket with a reservation issued in any one of the following formats: IATA/ATB ticket, home-printed ticket, e-Ticket (on this topic see the provisions of Article 2.3. below).

A seat reservation is compulsory. The Passenger is obliged to occupy this seat within 15 minutes after departure of the train from the original station for which the reservation was made, at the risk of losing his/her right to a seat and, if applicable, have his/her situation rectified in accordance with article 2.5. hereof

When a Passenger boards a train without a ticket with seat reservation for that train, he/she must immediately find the Train Manager to rectify the situation.

Passengers can request the seat, or seats, they want to reserve via certain sales channels. Seats are allocated based on availability.

Tickets can only be used for a single trip on the date, in the train for origin-destination and in the comfort class specified. Under certain conditions and subject to availability, some fares do, however, allow Passengers to travel in a different Eurostar Continental Route Services train on the same day and for the same origin-destination.

When buying a ticket, Passengers must double-check that the price, dates, times, itinerary and origin-destination featured on the travel ticket match their order.


2.3. e-Ticket bookings and conditions of use

The e-Ticket allows customers who wish to make one or more trips on Eurostar Continental Route Services trains to travel without a physical ticket, subject to the terms and conditions set out below. The common name for an e-Ticket is “virtual ticket”. It replaces traditional paper tickets. The underlying transport contract only exists in electronic form and information

about the journey (Passenger’s name, date and time of the trip, departure and arrival stations, class of service etc.) are recorded in an electronic format that can be consulted in various ways and inspected in accordance with Article 2.5. below.

2.3.1 Conditions of use

e-Ticket reservations are nominative, personal and non-transferable. The name on the ticket may not be modified. For grouped bookings and group travel, the e-Ticket is only possible if all members of the group travel with this ticket format. The use of an e-Ticket is optional, except for trips paid totally or partially in E-Vouchers for which only the e-Ticket issue mode is eligible.

2.3.2 Booking confirmation

An instant travel confirmation is sent by email for all e-Ticket purchases and exchanges, containing all the main information about the trip, sales information and a link to the e-Ticket in PDF. This confirmation provides the Passenger with a record of all the information about the trip (Passenger name, date, time, train No., seat No., etc.). If required, in addition to the travel confirmation, the Passenger (or the e-Ticket purchaser, if different from the Passenger) will also receive a purchase confirmation from the distributor by email for tickets purchased on the Internet or from a travel agent. When an e-Ticket is cancelled, the Passenger will always receive an email confirming the cancellation.

If required, the Passenger will also receive an email containing information about any disruptions to the Eurostar Continental Route Services for his/her trip. To the extent that it is possible, Passengers who provide their mobile telephone number at the time of booking will receive information on their mobile phone, prior to the train departure time, concerning disruptions to Eurostar Continental Route Services. If requested, Passengers with a smartphone will also receive a MobileTicket containing their on-board identification barcode.

2.3.3 Disputes related to Ticket use

In the event of a dispute about the use of an e-Ticket, Passengers will have one month after the date of travel to file a complaint with Customer Service. No claims will be accepted after this deadline.

2.3.4 Responsibilities

THI Factory cannot be held liable for any absence, delay, loss or wrong distribution of the email/SMS or for their being sent to the wrong address, for any unavailable Service or malfunction, or for any telephone or Internet connection problems that may delay or prevent performance of the obligations for which they are responsible as part of the e-Ticket service. Although THI Factory endeavours to check that all information communicated to Passengers is correct, THI Factory cannot be held liable for errors contained in the information or for any consequences thereof. THI Factory furthermore disclaims all liability for fraudulent use of an e-Ticket.

2.4. Purchases

Passengers can purchase tickets for Eurostar Continental Routes Services at points of sale, including the Eurostar.com website, the Eurostar app, from Carriers (with the exception of THI Factory), or from authorised distributors. Handling fees may be added and are payable by the Passenger.

Details of the conditions and restrictions applicable to particular ticket types or fares are communicated during the booking process on Eurostar.com.

Information on how to get in touch with the Contact Centre and other travel information for Passengers are published on the Eurostar.com website.

Lost or stolen travel tickets will be neither replaced nor refunded.

For Passengers travelling alone, fares are offered for sale on average 210 days prior to the departure date while for Passengers travelling with the Group option, fares are offered for sale up to 277 days before (except for certain trains, including seasonal trains). Depending on the fare, sales close a few minutes prior to the departure of the train. The purchase price of a travel ticket includes transport, allocation of a reserved seat and, where applicable, the services specific to the class of service.

2.4.1 Use of e-Vouchers

Bookings made with e-Vouchers must be made by the person named on the e-Voucher (i.e. by the person and with the email address used for the original booking, for which the e-Voucher was issued). You may make a booking with e-Vouchers for someone else to travel but You may not transfer your e-Voucher to someone else.

2.5. Ticket inspection and management of irregular situations

1. Passengers must be able to present their ticket at the gate before boarding the train and/or at any time during the journey, and, where applicable, the supporting documents related to the travel conditions (e.g. document testifying to a right to special fares, identity card, Club EurostarDigital Card, 2D code featured in the email confirming membership of Frequent and Premium Pass , the outbound and return tickets when the fare only applies to a return journey, etc.) as well as all documents or information we may need to verify in compliance with local legislation (e.g. French health pass (‘pass sanitaire’), EU COVID certificate, etc.).

Passengers are encouraged to travel with digital booking confirmation if they have made an e-Ticket reservation. They must be able to present a valid booking confirmation in their own name at the time of inspection:

  • a legible e-Ticket (accessible via the PDF link sent in the e-mail or via the Club Eurostar account) with the 2D barcode or
  • a Club Eurostar card, or
  • a MobileTicket if the customer has requested one and sent his or her mobile telephone number at the time of booking.

Only a digital record in the Eurostar information system is deemed valid proof.


2. The holding and/or validity of travel tickets (including that of the supporting documents) and/or of all documentation or information that we may need to verify in compliance with local legislation, is checked on the platform and/or on board by Eurostar Continental Route Services personnel. If necessary, the identity of the Passenger may also be checked.

Any person, even in possession of a valid ticket, who contravenes the conditions of the reservation and/or the use of their ticket and/or these Transport Terms and Conditions or any other Eurostar terms (in particular the Club Eurostar Terms and Conditions and the Subscription Passes Terms and Conditions), and/or who fails to comply with any instruction, health measure, safety or security requirement imposed by the local authorities and/or by THI Factory on its premises and/or on board its trains, and/or who behaves in a way likely to endanger the safety of the train, Eurostar personnel, the authorities and/or Passengers, may be refused boarding or excluded from the train, without the right to a reimbursement of the fare.

In addition, but without being exhaustive, the following behaviours may give rise to sanctions:

  1. discriminatory or offensive comments, physical aggression, attempted physical aggression or threats of physical aggression towards Eurostar staff, Passengers or authorities;
  2. failure to comply with safety instructions and the smoking ban, misuse of the alarm signal or knowingly causing the train to be delayed; and
  3. damage to or theft of equipment/furniture (including misuse/theft of the emergency hammer, etc.).

Any person contravening the preceding paragraph may be subject to the penalties imposed by THI Factory that are proportionate to the seriousness of their behaviour. These include, but are not limited to, a ban on travelling on all Eurostar trains (even when in possession of a valid ticket), possible cancellation of later bookings, a ban on accessing Eurostar Lounges, exclusion with immediate effect from Club Eurostar and/or termination of their Subscription Pass to protect the interests of Eurostar/THI Factory.

THI Factory also reserves the right to claim compensation for any damage suffered as a result of the actions of the offender.

On board, Passengers who are not in possession of a valid ticket (or who are not in possession of the supporting documents related to the journey) must report on their own initiative to the Train Manager, who will rectify the situation based on the reference fare for the class of service in question, plus on-board charges of €25 (in cash or by bank card – cheques are not accepted). Failing immediate payment, the Passenger may be refused access on-board or be excluded from the train, without prejudice to the establishment of an Irregularity report as set forth below, with no compensation for the Passenger being admissible. In this instance, a fixed amount of €40 for administrative fees will be added to the surcharged boarding tariff as described above.

Failing immediate payment by the customer of the sum requested, and/or in an obvious case of fraud, and/or in the event of behaviour likely to prejudice the safety of the train and/or the comfort of the Passengers, and/or in case the health measures or safety requirements that were imposed by the local authorities or by THI Factory are not respected, the Train Manager will draw up an irregularity report upon presentation of an identity document and leave a copy with the Passenger. This Irregularity report may lead to regularisation indemnities (up to 95 euros for irregularities other than failure to possess a valid train ticket) and/or later court

proceedings, without prejudice to any applicable damages which will remain the Passenger’s responsibility. In similar cases, holders of an entitlement to special rates, a subscription, or other, will also incur the risk of immediate withdrawal of that entitlement and the document establishing it, and are liable for payment of the administrative charges. In the event of clear fraud during a trip, any unused e-Tickets will not be refunded. If the Passenger has not paid the sum required to regularise his or her situation on board, and does not make payment within 15 calendar days, either by bank transfer or by paying online, an additional charge of

€150 will be claimed for a first reminder and, following the second reminder, the case file will be sent to a bailiff and/or a debt collection agency.

3. For security reasons and to ensure an on-time departure, the Passengers must be on the platform and ready to board the train at least two minutes before the train departure time. If not, they may be refused access to the train.

4. At some train stations (e.g. Rotterdam, Schiphol Airport, Amsterdam) Passengers are required to scan the barcode on their travel ticket at the access gates in order to be able to enter and to exit the station. In such a case, Passengers are required to (i) print their ticket so that they can scan the barcode that is on it, and (ii) be present at the station enough time in advance so that they can be on the platform on a timely basis in accordance with the provisions of Article 2.5. 3 above.

2.6. Availability and over-booking

1. Not all Eurostar Continental Route Services trains offer the same travel options or number of seats for the different travel options. The lowest cost fares are available in limited quantities. It is therefore recommended to purchase your ticket as early as possible, based on the fare conditions, to increase the probability of travelling at a preferential price.

2. Trains that are said to be full at the time of booking will, however, sometimes have a few available seats, insofar as Passengers may not show up at departure time. A few seats may therefore be offered in overbooking, but without a guaranteed seat (fold-down seats are available), or in-carriage catering (where included in ticket type). During the booking process and before paying for the travel ticket, the Passenger is duly informed that he or she is buying a ticket with no guarantee of a seat. In this case, the ticket will indicate “seat based on availability”. He should therefore report to the Train Manager, who will endeavour to allocate an available seat if possible.

2.7. Exchanges and refunds

Tickets may only be changed if the particular fare type allows it and for the same origin and destination stations. Any change of ticket to a different date (or other change to any of the details of a ticket) must be made in accordance with the conditions applicable to that particular fare type, and may be subject to exchange and service fees where applicable and the payment of the difference in the fare.

If You decide that You wish to cancel your journey, You may request a refund provided the type of ticket You purchased is refundable. Tickets conditions may vary by seller. Where the ticket is refundable, the request must be made through the point of sale from which the ticket was purchased (or from another point of sale to which You are directed).

Fare conditions can be found on: https://www.eurostar.com/uk-en/travel-info/travel-planning/eurostar-fares-and-fees

Where the ticket is purchased from THI Factory SA (for the Eurostar Continental Route Services), if the ticket was paid for with a credit card or charge card, any refund will be made by the issue of a credit voucher against that credit card or charge card. If the ticket was paid by a business credit account, the account will be credited accordingly. If the ticket was paid for with an online payment system such as PayPal, Apple Pay or iDEAL, the account used for the payment will be credited accordingly. If the ticket was paid for by e-Voucher(s), any refund will be made by e-Voucher(s) to the named holder of the original e-Voucher(s). If the ticket was part paid by cash and part paid by e-Voucher(s), any refund will be made in the same way – i.e. a refund of the same amount paid by cash and a refund of the same amount paid by e-Voucher(s). Otherwise, the refund will be made bank transfer at our discretion.

2.8. Carriers’ liability

2.8.1 Liability in the case of physical injury to persons

In the event of the Passenger’s death or injury while providing the transport:

  • THI Factory is liable to Passengers for operating the service provided on the Belgian and French rail networks;
  • THI Factory and SNCF Voyages Deutschland GmbH are jointly and severally liable to Passengers for operating the service provided on the German rail network in accordance with article 26 § 5 RU CIV;
  • NS is liable to Passengers for operating the service provided on the Dutch rail network.

Carriers’ liability (specifically including causes for exemption), and the compensation payable by them under this article, are governed by the provisions of part 11 of the GCC-CIV/PRR.

2.8.2 Liability in the event of damage to personal property

In the event of the death or injury of Passengers, the Carrier is also liable for damage resulting from the total or partial loss of or damage to the personal effects which the Passenger had on him or with him as hand luggage under the provisions of part 12 of the GCC-CIV/PRR.

2.8.3 Liability in the event of failure to observe timetables: policy in the event of delays, missed connections and cancellations

2.8.3.1 If the Passenger did not travel due to the departure of their train being delayed by more than 60 minutes or due to their train being cancelled

If the Passenger did not travel due to the departure of their Eurostar Continental Route Services train being delayed by more than 60 minutes or being cancelled, a free exchange or full refund is possible according to the terms and conditions below.

2.8.3.1.1 Exchange

If the initial booking was made via SNCB, SNCF, NS, Trainline or a travel agent

The Passenger must contact the point of sale through which the ticket was booked.

If the initial booking was made on Thalys.com or on eurostar.com or with the Customer Service Center
  • For fares that are in principle exchangeable without fees, even after the train’s departure time, the exchange can be made at the initial point of sale, namely on eurostar.com or via the Customer Service Center.
  • For fares that are not exchangeable without fees after the initial departure time, the Passenger is exceptionally entitled to a free exchange. The exchange can be requested by telephone via the Customer Service Center or on social media, via Twitter or Messenger. Contact details available on www.eurostar.com

2.8.3.1.2. Refund

If the initial booking was made via SNCB, SNCF, NS, Trainline or a travel agent

The Passenger must contact the point of sale through which the ticket was booked.

If the initial booking was made on eurostar.com or on thalys.com or by telephone with the Customer Service Center
  • For fares that are in principle fully refundable, even after the train’s departure time, the refund can be requested at the initial point of sale, namely on eurostar.com or via the Customer Service Center.
  • For fares that are not in principle fully refundable after the train’s departure time, the Passenger is exceptionally entitled to a refund without fees. The refund can be requested by telephone via the Customer Service Center or on social media, via Twitter or Messenger. Contact details available on www.eurostar.com

2.8.3.2 Compensation in the event of a delay on arrival during a journey in a train

Eurostar Continental Route Services offers several alternative forms of compensation according to the duration of the delay.

Compensation is in the form of an e-Voucher as a priority, or paper vouchers for use in a travel agency, or upon your simple request, in reward points credited to your Club Eurostar account or a refund by bank transfer.

For any compensation in the form of an e-Voucher, or in reward points credited to your Club Eurostar account, we offer You a more generous compensation than is provided for under the European regulation on rail passengers’ rights and regulations :

In the form of e-Vouchers:

  • 30% of the ticket price for a delay equal to or greater than 60 minutes,
  • 60% of the ticket price for a delay equal to or greater than 120 minutes*, and
  • 75% of the ticket price for a delay equal to or greater than 180 minutes*.

In the form of reward points credited to your Club Eurostar account (where £0.09 = 1 point and €0.12 = 1 point and $0.12 = 1 point):

  • 25% of the delayed journey/destination as points for a delay equal to or greater than 60 minutes,
  • 50% of the delayed journey/destination as points for a delay equal to or greater than 120 minutes, and
  • 75% of the delayed journey/destination as points for a delay equal to or greater than 180 minutes.

*Monetary compensation by bank transfer or by credit card may be requested at all times, but in this case the percentages laid down in the European regulation on rail passengers’ rights and regulations will apply, namely:

  • 25% of the ticket price for a delay equal to or greater than 60 minutes and
  • 50% of the ticket price for a delay equal to or greater than 120 minutes.

The amount of compensation in the form of e-Vouchers or in monetary form will be calculated based on the price actually paid by You for the Eurostar Continental Route Services or Through Ticket subject to the delay. If a contract includes more than a return service, and the cost of the individual section/service subject to the delay is not clear, the amount of your compensation under the above paragraphs will be calculated in proportion to the full price paid by You. Where You travel as part of a travel package which does not include a ticket price allocated to the section/service of the journey subject to a delay, the fare will be based on such amount as We reasonably specify reflecting the payment received by us in respect of your travel on that section/service of the journey.

We will inform You of the alternative travel possibilities available within 100 minutes of your scheduled train departure time or your delayed or cancelled Through Ticket. If we do not do so, and You travel to your final destination by train, coach or bus using the services of another transport company, we will reimburse the necessary, appropriate and reasonable costs incurred for the train, coach or bus. Your request must include supporting documents.

2.8.3.2.3. To submit a request for compensation (whatever means of compensation chosen), You can choose to: (i) complete the online compensation form on our website or (ii) complete and send us the form established by the European Commission . Requests submitted more than one year after the initial date of travel cannot be accepted.

2.8.3.3 Limits to the right to compensation

Passengers will not be entitled to any compensation if they were informed of the delay prior to ticket purchase or if, when continuing their journey, the delay is less than 60 minutes on arrival at the destination station.

No compensation will be paid under €4.

THI Factory will not be obliged to pay compensation to You if the delay, missed connection or cancellation was caused directly by, or was inherently linked to:

  1. extraordinary circumstances not connected with the operation of the railway, such as extreme weather conditions, major natural disasters or major public health crises which THI Factory, despite taking the necessary care in the particular circumstances, was unable to avoid, and the consequences of which THI Factory was unable to prevent;
  2. fault on the part of the passenger; or
  3. the behaviour of a third party which THI Factory, despite taking the necessary care in the particular circumstances, was unable to avoid, and the consequences of which THI Factory was unable to prevent, such as persons on the track, cable theft, on-board emergencies, law enforcement activities, sabotage or terrorism.

2.8.3.4 Rerouting and assistance

Pursuant to article 32 RU CIV (specific legal regime of rail transport law on exonerating causes), also appended to the PRR, Carriers are not legally bound to reroute or assist Passengers, as defined by articles 18 and 20 PRR, when the delay, missed connection or cancellation is due to one of the following causes:

  1. circumstances beyond the control of the railway operations which the Carrier, despite due diligence in the particular circumstances of the case, could not avoid and the consequences of which it was unable to prevent, or
  2. an error by the Passenger, or
  3. the behaviour of a third party which the Carrier, despite due diligence in the particular circumstances of the case, could not avoid and the consequences of which it was unable to prevent. Other companies using the same rail infrastructure are not considered to be third parties. The right to appeal is not affected.

2.9. Minors

For safety reasons, children aged under 12 are not allowed to travel unaccompanied on board Eurostar Continental Route Services trains. Permission to board Eurostar Continental Route Services trains for children aged under 12 and travelling unaccompanied will therefore be refused categorically. If parents or legal guardians still leave the child unaccompanied on the platform, THI Factory will be forced to contact the Police, the only party authorised to take care of the child.

Children under the age of 12 are allowed to travel when accompanied by an adult or by a child aged between the ages of 12 and 18.

All minors (aged under 18) shall in all cases travel under the responsibility of their parents or legal guardians. It is the responsibility of the parents or legal guardians to obtain information from the competent national authorities and ensure that their child is in possession of the documents required to cross borders. The Train Manager can refuse access to any minor who does not have the required documents, and contact the appropriate authorities.

- Concerning the Eurostar Continental Route Services connections with departure from France, minors residing in France not accompanied by at least one of their parents or one of their legal guardians must be in possession of an Official Authorisation to leave the Country (AST) required by the French authorities.

2.10. Persons with disabilities

1. A request for assistance at the station can be made in order to facilitate boarding and getting off the train for persons with disabilities. This request must be made 24 hours before travel at the latest by calling:

  • In Belgium: +32 (0)2 528 28 28 every day from 07:00 to 21:30 (cost of a local call depending on the operator) or through SNCB Europe's online request for assistance (free service). Assistance can be requested as soon as You have booked your journey and at the latest 24 hours before departure;
  • In France:contact Service Assist’en Gare service by phone : +33 972720092 (dial 3212 from France) or via Online Form: (available in French and English) https://www.garesetconnexions.sncf/en/assistances-psh-pmr

Assistance can be requested as soon as You have booked your journey and at the latest 24 hours before departure;

  • In the Netherlands: +31 (0)3 02 35 78 22 (cost of a local call depending on the operator). Assistance can be requested as soon as You have booked your journey and at the latest 24 hours before departure;
  • In Germany: +49 (0)1 806 512 512 from Monday to Friday, 06:00 to 22:00 and Saturdays, 08:00 to 14:00 (first 30 seconds free of charge, then €0.20/min from a land line in Germany or a maximum of €0.60/min from a mobile). Assistance can be requested as soon as

You have booked your journey and at the latest 24 hours before departure;

  • In the UK: +44 (0)3432 186 186 (select your language, then option 6). Our lines are open Monday to Friday from 8am to 6pm (UK time), Saturday and Sunday from 8am to 3pm (UK time), and UK bank holidays from 8am to 3:15pm (UK time)

or Email us using this contact form at least 24 hours before you’re due to travel and select the accessible travel button. If we need more information, we’ll call or email you directly.

Assistance cannot be guaranteed if it has not been requested within the time frames given above.


2. A special fare is available for Passengers travelling in wheelchairs. On board Eurostar Continental Route Services trains, these passengers have a special area for wheel chairs fitted out in “Premium” in cars 1, 11 and 21, at a special set price. A chair with a moving seat allows You to take your place with ease and meals are served at your seat. The toilets have been adapted to offer improved access.

Travel in a wheelchair is possible only if the wheelchair does not exceed the following dimensions:

  • 70 cm wide/120 cm long
  • Turning circle: 150 cm
  • Maximum weight: 300 kg including the user and luggage

If these conditions are not met, the wheelchair cannot be loaded into the car provided and reserved for this purpose.

Only manual or electric wheelchairs are allowed on board. Weelchairs with combustion engines may not board Eurostar Continental Route Services trains.

3. Companions of persons with disabilities benefit from a special fare:

  • Persons accompanying wheelchair passengers are eligible for a special “Companion” fare. A dedicated area for wheelchairs, is available for these persons at a set price.
  • Persons accompanying passengers with other forms of disability that do not require a wheelchair have a “Companion for non-wheelchair user” fare. This fare is valid for all service classes at a set price.

2.11. Travelling with pets

Small pets travel for free on Eurostar Continental Route Services trains if carried in a container that is no larger than 45 cm x 30 cm x 25 cm and if they weigh no more than 6 kg.

A Passenger may travel with a maximum of 2 pets. All pets must be up to date with their vaccinations. Supporting documents to prove this must be presented.

Exceptionally, pets weighing over 6 kg may travel outside a container as long as they are muzzled so as not to bother the other Passengers. Animals not transported in a container are allowed on board only on purchasing a ticket at the “Dog” rate (only sold on board by the Train Manager) and if they travel on the Passenger’s lap or are kept on a lead on the floor of the car and muzzled so as not to bother those around them. At the request of another Passenger, the Train Manager may move an animal and its owner to another part of the train.

Guide dogs assisting blind people and service dogs travel for free.

With the exception of guide dogs assisting blind people and service dogs, animals are not accepted on board Snow and Sun trains.

Dangerous dogs, wild animals, birds (parakeets, canaries…) are not allowed on board.

2.12. Luggage

Passengers are solely responsible throughout the journey for the luggage they bring on board (including luggage placed in the racks between compartments). All luggage must be labelled with the Passengers’ first and last names.

Luggage must not obstruct doorways, emergency exits or corridors. Passengers may not attach their luggage to the train (with rope or padlocks) in accordance with Article 2.5.

With the exception of the Snow and Sun trains, each Passenger may bring a maximum of 3 pieces of luggage on board of the train:

  • two pieces of luggage, not exceeding 75 cm x 53 cm x 30 cm in size
  • one piece of hand luggage.

There are no weight restrictions for luggage. However, Passengers must be able to carry all of their luggage by themselves.

As an exception to the preceding paragraph, Passengers may bring on board “special” luggage that is larger than the standard size, if it is carried in a slipcover not exceeding 2 meters and it is not on the list of unauthorised luggage, available on the eurostar.com website. The Passenger must check the “Prohibited items” section of the eurostar.com website to ensure that the luggage will be allowed on board. In case of doubt, the Passenger is invited to contact Customer Service before departure.

Passengers travelling with special luggage in a slipcover no larger than 2 metres may also bring at most one piece of luggage measuring no more than 75cm x 53cm x 30cm and one piece of hand luggage. There are no weight restrictions for luggage. However, Passengers must be able to carry all of their luggage by themselves.

In the event of excess baggage or failure to comply with these conditions, the Train Manager may charge an additional fee of €30 per item or refuse the Passenger permission to continue his/her journey or board the train, with no entitlement to a refund of the transport price.

A Passenger travelling with a child may bring one pushchair on board in addition to the three authorised pieces of luggage above, as long as the pushchair is folded before boarding and properly placed in one of the storage areas located in the car in which the Passenger has booked his/her seat.

The Passenger may bring a bicycle on board of the Eurostar Continental Route Services train if both wheels are removed. The bike must be in a flexible bag measuring at most 135 cm x 85 cm x 30 cm, which must entirely cover all the parts of the bicycle when disassembled.

In addition to the bicycle as described above, the Passenger may bring one standard piece of luggage and one piece of hand luggage (as defined in Article 2.12. above). However, the Passenger must be able to carry all of the luggage (including the bicycle) without assistance.

Folding bikes are considered standard luggage if they measure no more than 7 5cm x 53 cm x 30 cm when folded.

Passengers travelling with bicycles must be on the platform at least 30 minutes before the train departure time.

A Passenger who does not comply with the aforementioned conditions of bicycle carriage will not be allowed to board the train with said bicycle.

On board Snow trains, luggage can be stored in additional storage space provided for this purpose in carriages 6/16, 7/17 and 8/18. In the Snow trains, Passengers departing from Amsterdam or Brussels heading to Bourg-Saint-Maurice can store their luggage in a secure area at the front of the train (the area cannot be accessed during the journey).

On Sun trains, ice boxes are exceptionally considered to be luggage and are allowed on board if they meet the specifications of the luggage policy in Article 2.12. above.

Luggage that is a risk to safety and the smooth running of operations, and luggage that is a danger for the train or for any person on board is forbidden on the train. In addition, all objects or substances banned by national laws in the country of origin and/or of destination and/or the countries crossed by the Passenger during the journey are also prohibited.

A non-exhaustive list of luggage prohibited on board Eurostar Continental Route Services trains is available here.

2.13. Miscellaneous prohibitions

  • Tobacco products

It is forbidden to consume tobacco products in Eurostar Continental Route Services trains. The following are considered to be tobacco products: products designed to be smoked or vaporisers once they are, even partially, composed of tobacco or nicotine, with the only exclusion relating to products designed for medical use.

In case of a violation of this prohibition, a set fine of €200 will be payable by the Passenger, and the Train Manager will establish an Irregularity report in accordance with article 2.5.2. §2.

  • Purchase of alcohol at the Eurostar Café.

Passengers under 18 years old are not allowed to purchase alcohol at the Eurostar Café on the day of travel.

  • Damage to equipment

It is forbidden to damage or soil the inside or the outside of the train. In the case of a violation, a minimum set fine of €60 will be payable by the Passenger, without prejudice to the right to claim damages against the Passenger for a higher amount based on the actual costs incurred.

  • Train delay caused by a Passenger

It is forbidden to make use of the alarm signal in the train without good reason, and more generally to engage in any unjustified act that leads to the train being delayed. In the case of a violation, the Passenger will be liable for the sum of €10 per minute of delay to the train, with a minimum of €60, without prejudice to the entitlement to claim a higher sum from the Passenger based on the actual costs incurred.

2.14. Onboard WiFi connectivity for all Passengers

Passengers have free access to a secure WiFi Internet connection (https) provided on board the Eurostar Continental Route Services trains.

Passengers can connect to “EurostarTrainWifi” by selecting the Wifi and follow next steps on the dedicated portal "onboard.eurostar.com".

Onboard WiFi connectivity is subject to technical availability of the service.

Access to Onboard Wifi is subject to the Eurostar Wifi Terms and Conditions which are available when You register to use the Onboard Wifi.

2.15. Services for Business Passengers or Frequent Passengers

Eurostar Continental Route Services offers various services to business and frequent Passengers who want to take advantage of many benefits such as the Club Eurostar Programme, the Frequent Pass and Premium Pass subscriptions and Corporate Fares offers.

For further information and to find out about the conditions applicable to these services, contact:

1. Corporate Fares:

  • In Belgium: +32 70 66 77 88 (€0.30/min);
  • In France: +33 (0)8 25 84 25 97 (€0.30/min);
  • In Germany: +4918 07 07 07 07 (first 30 seconds free, then €0.14/min from a land line in Germany or maximum €0.42/min from a mobile);
  • In the Netherlands: 030 23 00 023 (€0.35/min)
  • Or on our website

2. Frequent or Premium Pass

  • Belgium: (+32) 2400 6776*
  • France: (+33) 1707 060 88*
  • Germany: (+49) 30 7007 0000*
  • The Netherlands: (+31) 20 5323232*

(*Cost of a local call depending on the operator)

  • On our website in the Account section.


2.16. Claims

2.16.1. Claims due to a delay, missed connection or cancellation

Customer Service:

Any claim for compensation in case of delay, missed connection or cancellation as stipulated in article 2.8. must be filed within three months following the date of the trip:

  • Either on Eurostar.com, using the online form intended for this purpose, on which the six letter booking reference should be mentioned;
  • Or by letter stamped at the postage rate sent to the following address: Customer Service – Complaints and suggestions – PO Box 14 – B-1050 Brussels. It is advisable to attach the original travel ticket to the letter.

For compensation payments by bank transfer, the IBAN and BIC codes must be attached to the claim for compensation, whether made online or by letter.

SNCF Mobilités Mediation Service:

In the event of an unsatisfactory response received from Customer Service following the procedure set out above or in the case of no response within a period of three months, the Mediation Service of SNCF Mobilités may be contacted, in French or in English, by Internet using the link https://mediation-sncf.my.site.com/mediation/s/?language=en_US or by post at the following address: Médiateur SNCF Mobilités, TSA 37701- F 59973 Tourcoing, France.

The mediation protocol ‘Protocole de médiation relatif aux modalités de fonctionnement de l’instance de médiation’ agreed between the national associations of consumers, on the one hand, and SNCF Mobilités, EUROSTAR International Limited and THI Factory, on the other hand, is available online at https://www.sncf.com/en/customer-service/dispute- management/sncf-mediator/request-mediation and in the SNCF Mobilités Ombudsman’s annual report at https://www.sncf.com/en/customer-service/dispute-management/sncf- mediator.

Ombudsrail (Belgium):

In the event of an unsatisfactory response received from Customer Service following the procedure set out above or in the event of no response being received within a period of three months, Ombudsrail, the mediation service of the Belgian railway company, may be contacted at the following address: Ombudsrail - Boulevard Roi Albert II 8 Boîte 5, 1000 Brussels - Tel.: 0800.25.095 - Email: plaintes@ombudsrail.be.


2.16.2. Claims in case of physical injury to persons

Claims for physical injury must be sent in writing to the Carrier which was providing the transport service at the time of the accident, either THI Factory if the accident occurred in France, in Belgium or in Germany, or NS if the accident occurred in the Netherlands, within a period of 12 months from the moment the claimant became aware of the injury. To be accepted, the claim must contain at least one medical certificate attesting to the injury suffered.

2.16.3. Miscellaneous provisions

Depending on the nature of the claim, additional documentation may be requested. Filing a claim does not systematically give rise to compensation.


2.17. Entirety and severability of the clauses

If it transpires that a part of these Conditions is invalid or cannot be executed, this will not under any circumstances affect the validity or requirements of the remaining conditions, which will remain in force as far as possible.

For all actions initiated against THI Factory, not based on the transport agreement, Belgian law is exclusively applicable. All disputes will be subject to the exclusive jurisdiction of the courts of Brussels.

PART 3 - EUROSTAR CONTINENTAL ROUTE SERVICES PRICING

3.1. Scope of application

  • Tickets for cross-border travel are issued only for the following connections:
  • Paris-Brussels-Antwerp-Rotterdam-Schiphol-Amsterdam
  • Paris-Brussels-Liège-Aachen-Köln HbF-Düsseldorf HbF-Düsseldorf Airport-Duisburg HbF-Essen HbF-Dortmund
  • Marne-la-Vallée – Charles de Gaulle Airport Terminal 2 TGV-Brussels Rotterdam- Schiphol-Amsterdam
  • Amsterdam-Schiphol-Rotterdam-Antwerp-Brussels-Valence-Avignon-Aix en Provence- Marseille
  • Amsterdam-Schiphol-Rotterdam-Antwerp-Brussels-Chambery-Albertville-Moutiers- Aime la Plagne-Landry-Bourg St-Maurice.

Eurostar Continental Route Services tickets are not valid on any other international trains, including on the Eurostar London Route Services trains.

  • For domestic travel organized by THI Factory, tickets are issued only for the following connections:
    • In Germany: Aachen-Cologne HbF-Düsseldorf HbF-Düsseldorf Airport-Duisburg HbF- Essen Hbf-Dortmund
    • In the Netherlands: Amsterdam/Schipol-Rotterdam
    • In Belgium: Brussels-Antwerp-Liège

The number of tickets issued for domestic travel is limited and depends on availability at the time of purchase.

3.2. Special conditions for Eurostar Continental Route Services tickets for travel departing from or arriving in Belgium

Special conditions for Eurostar Continental Route Services tickets for travel departing from or arriving at Bruxelles-Midi, Anvers-Central or Liège-Guillemins

All Eurostar Continental Route Services tickets allow free travel on an SNCB national network train in the Brussels, Antwerp and Liège areas (except for Brussels-airport) as from the eve of departure until the day after the return trip. The stations included in the Brussels, Antwerp and Liège areas to which the Eurostar Continental Route Services ticket gives access are:

  • Tickets departing from or arriving into Brussels-Midi: these tickets are also valid from and to the stations of Arcades, Anderlecht, Berchem-Sainte-Agathe, Bockstael, Boitsfort, Boondael, Bordet, Bruxelles-Central, Bruxelles-Congres, Bruxelles-Chapelle, Bruxelles-Luxembourg, Bruxelles-Nord, Bruxelles Quartier Léopold, Bruxelles- Schuman, Bruxelles-Ouest, Delta, Etterbeek, Evere, Forest-Est, Forest-Midi, Germoir, Haren, Haren-Sud, Jette, Meiser, Mérode, Moensberg, Schaerbeek, Simonis, St-Job, Tour et Taxi, Uccle-Calevoet, Uccle-Stalle, Vivier d'oie and Watermael. The Diabolo fee must be paid for Brussels-Airport and is not included in the price of the Eurostar Continental Route Services ticket.
  • Tickets departing from or arriving into Antwerp: these tickets are also valid on departure from and arrival at Antwerpen-Berchem, Antwerp-Central, Antwerpen-Dam, Antwerpen-Luchtbal, Antwerpen-Noorderdokken, Antwerpen-Oost and Antwerpen- Zuid.
  • Tickets departing from or arriving into Liège-Guillemins: these tickets are also valid from and to the following stations: Liège-Carré, Liège-Saint-Lambert, Angleur, Bressoux, Chênée and Sclessin.

Passengers must be in possession of their ticket in the case of a journey on board domestic Belgian trains.

3.3. Options and Prices

We offer different fare types on Eurostar Continental Routes Services. Details regarding the different options, conditions and prices can be found here: https://www.eurostar.com/uk-en/travel-info/travel-planning/eurostar-fares-and-fees or on the pages dedicated to Corporates Fares and Subscription Pass on our website www.eurostar.com.

3.4. Children

Children aged under 4 can travel free, at a ratio of one child per adult, as long as a seat is not requested for them, and that each child travels on the adult's knee.

Children aged between 4 and 11 and younger children for whom a seat is reserved must pay the ticket fare based on the special children's price (see article 2.9..).

Version as of 23 April 2024

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