General strike in France: revised timetable on 31 January. Find out more
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 for 60 minutes or more, you are entitled to claim compensation. Your options are:
Delay compensation rules
60 – 119 mins | 120 – 179 mins | 180+ mins | |
---|---|---|---|
Get an e-voucher | 30% of the cost of the affected leg as a Eurostar e-voucher | 60% of the cost of the affected leg as a Eurostar e-voucher | 75% of the cost of the affected leg as a Eurostar e-voucher |
Get a Cash refund | 25% of the cost of the affected leg as a cash refund | 50% of the cost of the affected leg as a cash refund | 50% of the cost of the affected leg as a cash refund |
Please wait at least 24 hours before making a claim – this will give our systems time to process details of your delay.
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:
Simply go to eurostar.com and find the tickets you’d like to book. Then, when you get to the Checkout page, enter your 9 or 16 digit e-voucher code and click 'apply'.
Your e-voucher code can be found on the e-voucher email we sent you. (Search your emails for 'Eurostar e-voucher'. Don't forget to check your spam folder if you can't find the email.)
Having issues? Here are some tips:
If you need to postpone your trip for any other reason, you can reschedule for a later date with our flexible tickets. *Terms and conditions apply