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Important: Check COVID-19 travel requirements and complete documents before you go.

Sometimes things go wrong and our trains are delayed or cancelled. We’re sorry for any disruption to your travel plans. Read on to find out how to exchange your ticket or claim compensation for the inconvenience caused.

If your train is delayed

If your train is delayed for 60 minutes or more, you are entitled to claim compensation as listed below: 

  • You have 2 months to claim an e-voucher to spend on a future booking at eurostar.com
  • Your voucher will be valid for 12 months from the date of your delayed or cancelled train.

Please wait at least 24 hours before making a claim – this will give our systems time to process details of your delay.

 

Delay compensation rules

Length of delay

Get an e-voucher

Get a Cash refund

60 – 119 mins 

25% of the cost of the affected leg as a Eurostar e-voucher

25% of the cost of the affected leg as a cash refund

120 – 179 mins 

50% of the cost of the affected leg as a Eurostar e-voucher

50% of the cost of the affected leg as a cash refund

180+ mins

75% of the cost of the affected leg as a Eurostar e-voucher

50% of the cost of the affected leg as a cash refund

 

Claim your e-voucher

Claim a partial refund

 

If your train is cancelled or announced as delayed before departure

If your train has been cancelled or announced as delayed before departure by more than 6o minutes, you can reschedule your trip for another date or swap your ticket for an e-voucher, which you can use to rebook later in the year or claim a cash refund.

Exchange your ticket for free

  • You have 2 months from the date you were due to travel to exchange your ticket
  • You can travel anytime in the same travel class following your exchange, subject to availability

 

Claim your e-voucher:

  • Your voucher will be valid for 12 months from the date of your delayed or cancelled train

 

Request a refund:

  • You have 2 months from the date you were due to travel to request a refund regardless of your ticket conditions

 

If you need to postpone your trip for any other reason, you can reschedule for a later date with our flexible tickets. *Terms and conditions apply