Traveller Care
If your customer has already taken their journey and found something didn’t go to plan, email trade.travellercare@eurostar.com . Include details of what happened and their six-letter booking reference, and our Traveller Care team will get on the case.
Our compensation policy
Delays are rare on our services, but when they do occur and fall within our control (as defined in our Conditions Of Carriage), we have a generous compensation policy in place. If travellers are caught up in a delay, they should hold on to their original ticket and you should contact us within a year of the journey to claim your customers compensation. Please allow 72 hours from the date of travel before contacting us so we have all the necessary information available.
- The Traveller Care number is 01777 777 879, open 09:00-17:00 Monday to Friday.
- To make a Eurostar booking using your compensation (see below), call the reservations team on 08432 186 186, 08:00-19:00 Monday to Friday and 09:00-17:00 at weekends.
Compensation entitlement
Travellers can claim either discounted/complimentary tickets or a partial refund. Under European legislation (known as PRR) refunds will be in Eurostar vouchers unless requested otherwise.
Discounted / complimentary travel* |
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Partial refund (PRR)** |
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Delays of 60-119 minutes |
Free one-way journey, or 50% discount on a return journey |
OR |
25% if the original booking was one-way, or 12.5% of the total fare if the original journey was a return |
Delays of 120-299 minutes |
Free return journey |
50% if the original booking was one-way, or 25% of the total fare if the original journey was a return |
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Delays of over 300 minutes |
Free return journey, plus a refund of the leg if the delayed journey was a one-way or 50% of the total if it was a return |
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* Claim within 12 months, by telephone
** Claim within 60 days, by email
Important - terms and conditions
Any discounted or complimentary journey offered will be in the same class of travel as the one on which the delay occurred.
All Eurostar tickets are subject to availability. Discounted/complimentary tickets must be booked within 12 months of the date of the original delay.
Your customer’s compensation entitlement can be transferred to a friend or family member if they wish, but once the journey has been booked they cannot change the name on the ticket.
If customers use their compensation entitlement to book a free ticket, this will be exchangeable (in terms of dates and times) only once before the departure time stated on the ticket (subject to availability).
However, if customers use their compensation entitlement for a 50% discount off a ticket, the exchange and refund conditions of that fare will apply.
Travellers must claim any European legislation (PRR) refunds within two months of the original delay.
Your customers new compensation journey will not be valid on any connecting Belgian/Dutch domestic services, so they’ll need to purchase any onward travel tickets separately.
Ski and Avignon services
Your customers may only use their compensation entitlement for Eurostar tickets to Avignon and the French Alps if the delay they originally experienced was on a direct service to one of these destinations. In such a case they may also use your compensation for tickets to our core destinations (Paris, Brussels, Lille and Disneyland® Paris).
Remember that there is generally less availability on ski and Avignon services than on our core routes.
