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DISRUPTION COMPENSATION

Delays are rare, but when they do happen, we have a compensation policy in place to make it up to you.

Covid 19: We understand that many passengers are changing their travel plans based on government advice, travel restrictions, or to protect their loved ones. To provide you with flexibility and peace of mind we are able to offer you an eVoucher if you are due to commence your outbound Eurostar journey between Friday 13 March and Monday 7 September 2020 inclusive.

Please see the latest advice and our latest travel policies on our coronavirus information page.

 

How to claim if your train has been delayed

 

If you were delayed by more than an hour 

You can claim a Eurostar e-voucher to use on a future journey. The longer the delay, the more you can claim. Just hang on to your ticket, wait 24 hours, then claim your voucher online within a year of your disrupted journey.

We ask that you wait a day so that we have all the details to hand and can send your voucher straight away. We’ll email your e-voucher to you within 5 mins and you can use it immediately at eurostar.com. 

It’s valid for 12 months from the date of your original journey, so you can take your time to plan your next trip.

If you haven’t travelled yet and your train is cancelled or likely to be delayed by more than an hour

You may decide not to travel, in which case you have 60 days after your original travel date to:

  •  Exchange your ticket for free. You can travel anytime within 180 days of your exchange request (90 days if your booking includes onward travel with another train company), subject to availability.

 

Or

  • Request a full refund, regardless of your original ticket conditions.

 

You can exchange your ticket or claim a full refund from wherever you bought it.

If you bought your ticket at eurostar.com:

Log in and exchange your ticket

Claim a refund