Refunds and compensation for delays and cancellations
Find out how to exchange your ticket, claim compensation, or continue your journey if you've missed your connecting train.
How we can help during disruptions
Sometimes things go wrong and our trains are delayed or cancelled. We’re sorry for any disruption to your travel plans, and there are a few ways we can help. Read on to find out how to exchange your ticket, claim compensation, or continue your journey if you've missed your connecting train.
If your train is delayed
If your train is delayed for 60 minutes or more, you are entitled to claim compensation. Please wait at least 24 hours before making a claim – this will give our systems time to process details of your delay.
You have three months from the date your train was delayed to make a claim. You can choose from one of the following options:
If your train is delayed for 60 minutes or more, you are entitled to claim compensation. Your options are:
| 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 is cancelled or announced as delayed before departure
If your train has been cancelled or announced as delayed by more than 60 minutes before departure, you have three months—from the date you’re due to travel—to choose one of the following options:
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
- You have 2 months from the date you were due to travel to claim your e-voucher
- Your voucher will be valid for 12 months from the date of your delayed or cancelled train
- You have 2 months from the date you were due to travel to request a refund regardless of your ticket conditions
- You’ll receive a refund for the value of your ticket, but not for any booking or exchange fees
If you miss your onward connection in France, Belgium, the Netherlands, or Germany
If you miss your connecting high-speed train because of a delay or cancellation, you can hop on the next available train with our Railteam partners for free. This is because we’re a part of the Railteam Alliance (along with TGV InOui, TGV Lyria, ICE and Railjet).
Having issues? Here are some tips:
- If you have an 8-digit e-voucher code, please add a 0 at the beginning of the number when entering it at checkout.
- You can use multiple e-vouchers towards a new train only booking.
- Only 1 e-voucher can be redeemed against Hotel or Train + Hotel bookings.
- If the value of your new booking is greater than the value of your e-voucher, you will need to pay the difference.
- Any name can go on your new booking, but the booking must be made by the person named on the e-voucher.
- The currency of your booking needs to be the same as the currency of your e-voucher.
- The expiry date of your e-voucher is the deadline for redeeming it. But you can use your e-voucher to pay for a trip taking place after this date.
- After booking, any remaining value will stay on the e-voucher to be used before its expiry date (this cannot be refunded). You will receive an email to confirm the remaining balance.
- It's not possible to use an e-voucher towards the cost of an exchange or upgrades
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
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