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.
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:
| 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 |
Claim an e-voucher
Your e-voucher will be valid for 12 months from the date of your delayed train.
Claim a partial refund
You have 3 months from the date you were due to travel to claim your partial refund.
How to claim an e-voucher or partial refund?
For most bookings, you can now claim an e-voucher or partial refund in Manage your booking. Access your journey details and follow the instructions in the banner at the top of the page. If you’re unable to claim that way, please:
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 and you choose not to travel on it, you have three months—from the date you’re due to travel—to choose one of the following options:
Exchange your unused ticket for free
You can travel anytime in the same travel class, subject to availability.
If you’re informed of the disruption to your journey in advance, please ensure that you exchange your ticket before going to the station.
Claim an e-voucher for your unused ticket
Your e-voucher will be valid for 12 months from the date of your delayed or cancelled train.
Request a refund for your unused ticket
You’ll receive a refund for the value of your unused ticket, but not for any booking or exchange fees
How to request a refund:
If you booked your ticket directly with us:
- Claim a refund at the Manage your booking section of our website. You’ll need your booking reference.
- Or if you have a Train + Hotel booking or a booking where not all passengers are travelling on the same train, please claim your refund via this form.
If you didn’t book directly with us, please get in touch with the person or company you bought your ticket from.
If your connecting train is delayed or cancelled
What happens if I want to claim compensation for a disrupted connecting journey?
If your connecting train is delayed or cancelled, we'll only pay compensation for disruption on the Eurostar leg of the journey.
If your Eurostar train was delayed or cancelled, we will directly refund you on the value of the Eurostar leg, according to our compensation page.
If you want to claim compensation on a connecting SNCF or SNCB leg of journey, please contact the operator directly. You can check the SNCB compensation policy or SNCF compensation policy for more details.
To learn more about a connecting train journey, see our connections page. You’ll find information on how to cancel or exchange your ticket. There's also a guidance on how to catch a later train at no extra cost if you miss your connection due to a delayed train.
If you cannot continue your journey on the day of travel
We may be able to help with some expenses incurred in the event of a disruption. But your travel insurer should cover you for most things, so it’s best to drop them a line first.
We can only consider reimbursing you for the following expenses that were a direct result of your delayed or cancelled train:
- Overnight accommodation
- Food
- Transport between the station and your accommodation
- The cost of calling anyone who was waiting for you at your destination
We can’t cover:
We can’t cover:
- The cost of alternative transport by rail, coach, or ferry if:
- We told you your options within 100 minutes of your scheduled departure and you didn’t wait for the next available Eurostar train.
- You refund your unused Eurostar ticket.
- Any other expenses
To see if you can claim any expenses, please contact us via our contact form here no later than 3 months after the disrupted journey, and include the following:
- Legible scans or photos of your Eurostar tickets
- Legible scans or photos of any relevant itemised receipts
- If you live in the UK, your bank account number and sort code
- If you live in the Eurozone, your IBAN and BIC/Swift code
- If you live outside of Europe, the email address linked to your PayPal account
What can I do if I am not satisfied?
After contacting our customer services, if you’re not satisfied with the feedback provided, we invite you to contact the ombudsman. You will find all the information you need in our complaints handling procedure document.