Club Eurostar terms and conditions

The following definitions apply to these terms and conditions:

“Anytime Ticket” has the meaning set out in paragraph 6.1 of these terms and conditions;

“Bonus Points” means Reward Points earned through a promotion or partnership;

“Club Eurostar” means the rewards club operated by Eurostar International Limited for and on behalf of itself and THI Factory SA;

“Eurostar Contact Centre” means Eurostar’s contact centre. Information on how to get in touch with the Eurostar Contact Centre is published on the Eurostar website at eurostar.com/uk-en/contact-us/eurostar-contact-details;

“Club Level” means a Membership level within Club Eurostar;

“Compensation Points” means Reward Points awarded by Eurostar to Members by way of compensation for occurrences such as delays or cancellations on Eurostar Services;

“Conditions of Carriage” means the applicable Conditions of Carriage for Eurostar Services available on the Eurostar website.

“Eurostar” means Eurostar International Limited (incorporated under the laws of the United Kingdom with registered offices at 6th Floor, Kings Place, 90 York Way, London, N1 9AG, United Kingdom), the operator of the Club Eurostar Programme;

“Eurostar Premier Lounges” means lounges at London St Pancras International, Paris Gare du Nord, and Brussels-Midi;

“Eurostar Service(s)” mean the train services operated by:

(i) Eurostar International Limited on routes to/from London St Pancras International and routes between Lille Europe and Brussels-Midi (together “Eurostar London Routes Service(s)”); and

(ii) THI Factory SA on routes between Belgium, France, Germany, and the Netherlands (together “Eurostar Continental Routes Service(s)”).

“Eurostar Voucher” means vouchers received as part of any compensation reward, or gift vouchers purchased via eurostar.com;

“Member” and “Membership” means a member or membership of the Club Eurostar Programme. Members and Membership are categorised by Club Level;

“Membership Card” and “Card” means the Club Eurostar membership card issued by Eurostar, in digital format through a Member’s Eurostar mobile app only;

“Membership Year” means, for each individual Member, the 12 month period starting on the date on which that Member joined Club Eurostar, and each subsequent 12 month period. (For all Members who joined Club Eurostar prior to 1 October 2023, the Membership Year shall be deemed to start on 1 October);

“Partner” means an organisation which provides services, benefits or Reward Points to Members;

“Reward Points” means the points credited to a Member’s account in return for activity with Eurostar and/or its Partners;

“Reward Ticket” means an Anytime Ticket or a Value Ticket issued in exchange for Reward Points;

“Status Points” means points earned from travel on a Eurostar Service which count towards Club Level progression. Status points are reset every 12 months on the anniversary date of the Membership Year;

“THI Factory SA” means a Belgian limited company, with registered offices at 4 Place Marcel Broodthaers, 1060 Brussels, Belgium, registered with the Banque Carrefour des Entreprises under number 0541.696.005); and

“Value Ticket” has the meaning set out in paragraph 6.1 of these terms and conditions.

2.1. If you apply for Membership, you are deemed to have read and accepted these terms and conditions.

2.2. Conditions of Carriage apply to travel on Eurostar Services.

• Conditions of Carriage for London Routes are available at all Eurostar points of sale and on the Eurostar website
• Conditions of Carriage for Non-London Routes are available from 1 October 2023 at all Eurostar points of sale and on the Eurostar website

2.3. Membership is open to individuals aged 16 years and over. Members aged 4-15 years who joined the Club Eurostar programme before 7 February 2023 will retain their Membership. Travel of unaccompanied minors (and guardian approval) is set out in the applicable Conditions of Carriage.

2.4. The application process must be completed by the potential Member him/herself, unless the potential Member is a minor, in which case the minor’s parent or legal guardian must complete the application process and agree the Membership terms and conditions on the minor’s behalf.

2.5. You may only apply for Membership as an individual in your full legal name. Membership is not available to entities such as companies or associations.

2.6. Applications for Membership must be made through eurostar.com or the Eurostar app. Disabled persons or people with reduced mobility may apply through the Eurostar Contact Centre if they are unable to apply online.

2.7. Eurostar reserves the right to carry out all reasonable checks to validate the information you provide during the Membership application process.

2.8 There can only be a single email address associated with each Membership. You guarantee the accuracy of all information provided as part of the Membership application and will be solely responsible for any erroneous, incomplete or obsolete information. Any incomplete or unconfirmed Membership application may be considered invalid; an application containing false information may be subject to criminal prosecution.

2.9 Following acceptance of your application for Membership by Eurostar, you shall receive a Membership number and instructions for creating a password allowing you access to your online Membership account. You will be able to access your digital Membership Card through the Eurostar mobile app. A Membership Card is required in order to benefit from Club Eurostar rewards and benefits (including but not limited to access to Eurostar Lounges and use of the Business Premier priority lane).

2.10. You must notify Eurostar of any changes to your personal information as soon as possible by updating your account on eurostar.com or the Eurostar mobile app.

2.11. You may only hold one Membership account at any one time.

3.1. Your Club Level will be determined by the number of Status Points you have earned within the previous Membership Year. The requirements to achieve and maintain the Classique, Avantage, Carte Blanche, or Étoile Club Levels are set out on eurostar.com.

3.2. You will be moved to a lower Club Level at the beginning of a new Membership Year if, during the previous Membership Year, you have not met the criteria required to maintain your Club Level. You will be notified of any change to your Club Level within a reasonable timeframe.

3.3. Provided you meet the applicable criteria, you can upgrade to the next Club Level at any time during your Membership Year, in which case you will retain your new Club Level for at least the remainder of that Membership Year plus the following Membership Year.

3.4. At the end of each Membership Year, the Status Points do not carry over to the following Membership Year. However, Members can spend their Reward Points in accordance with these terms and conditions.

4.1. Each Member can choose to accumulate or not to accumulate Reward Points. Unless otherwise specified in these terms and conditions, as a Member, you will earn the following Reward Points and Status Points when purchasing tickets for Eurostar Services:

• 1 Reward and Status Point for each €1 spent;
• 1.2 Reward Points and Status Points for each £1 spent; or
• 1 Reward Point and Status Point for each USD $1 spent.

You will not earn Reward Points or Status Points for any applicable fees such as reallocation fees or registered luggage fees.

4.2. As a Member, you will earn Reward Points and Status Points for every ticket purchased for Eurostar Services, provided that the following conditions are met:

1. you are the named passenger on the ticket (and this matches the name on your Membership account);
2. you have the correct Membership Number; and
3. you complete the journey for which the ticket was purchased.

You will earn Reward Points and Status Points on the Frequent and Premium pass, and on the tickets bought via these passes. You will not earn Reward Points or Status Points for Reward Tickets, tickets won through competitions, or free tickets (e.g. staff bookings). You will only earn Reward Points and Status Points for travel where you are the named passenger.

4.3. In order to earn Reward Points and Status Points for travel on Eurostar Services, you must provide your Membership number at the time of booking. Alternatively, you may earn Reward Points and Status Points by adding your ticket to your Membership account through your online Membership account within ninety (90) days of travel.

When travelling on Eurostar Continental Routes Services:

• where tickets are inspected onboard, Reward Points and Status Points will be credited to your Membership account the day after travel;
• where tickets are not inspected onboard or where paper tickets are used, Reward Points and Status Points will be credited to your Membership account no later than 2 days after the date of travel.

When travelling on Eurostar London Routes Services, Reward Points and Status Points will be credited to your Membership account automatically following completion of your journey.

4.4. If you choose not to travel or miss your train, you will not earn any Reward Points or Status Points. If you miss your check-in time limit and you are not able to board your train, you will only earn Reward Points and Status Points if you are reallocated on to another train subject to the payment of reallocation fees (where applicable). More information on check-in time limits and reallocation fees can be found in the applicable Conditions of Carriage. You will not earn Reward Points and Status Points in the event your train is cancelled but you will earn Reward Points and Status Points for any replacement journey you take.

4.5. If you believe that your Reward Points or Status Points balance is incorrect, you must notify Eurostar within ninety (90) days of the relevant date of travel by sending details of the discrepancy and any supporting documentation to the Eurostar Contact Centre.

4.6. If you change your booking to a more expensive fare, you will earn Reward Points and Status Points for the total amount paid, excluding any applicable fees. You will not earn Reward Points or Status Points on the additional cost of any upgrades purchased onboard Eurostar Services, at Eurostar stations, or via Eurostar’s dedicated upgrade bidding page. Reward Tickets are not eligible for upgrade via Eurostar’s dedicated upgrade bidding page.

4.7. If you have used a Eurostar Voucher towards the cost of your booking, you will earn Reward Points and Status Points based on the total value of the ticket purchased. If you have used a Eurostar Voucher for the full cost of your booking, you will not earn any points.

4.8. If you book a ticket for a single contract of carriage for travel on both Eurostar Services and a third-party carrier you will earn Reward Points and Status Points as follows:

4.8.1. If you purchase a combined Eurostar Service and TGV ticket, you will earn Reward Points and Status Points based on the total ticket price.

4.8.2. If you purchase an “any Belgian Station” ticket or a combined Eurostar Service and Deutsche Bahn ticket, you will earn Reward Points and Status Points based on the price of the Eurostar Service portion of the journey only.

4.9. If you purchase a ticket with a third-party carrier, you must comply with the relevant third-party carrier’s conditions of carriage in addition to the applicable Conditions of Carriage for the Eurostar Service.

Earning Reward and Status Points on Eurostar Trains + Hotel Packages

4.10. If you book a Train + Hotel package through Eurostar.com you will earn 1.2 points for each £2 spent, 1 point for each €2 spent and 1 point for each $2 spent. You will not earn Reward Points or Status Points for any applicable fees such as reallocation fees or registered luggage fees.

4.11. Reward Points and Status Points will only be awarded to the lead passenger on a Train + Hotel booking. Only one Membership number can be linked to each booking and the other people on the booking will not be entitled to earn points.

4.12. Reward Points and Status Points are awarded subject to the completion of the journey relating to the ticket purchased. If you choose not to travel, you will not earn any Reward Points or Status Points.

4.13. You must provide your Membership number at the time of booking. Reward Points and Status Points cannot be claimed retrospectively for Train + Hotel bookings.

5.1. You can earn Reward Points with a number of selected Partners that may change from time to time. An updated list of these Partners is available on eurostar.com.

5.2 The award of Reward Points by a Partner is subject to the terms and conditions of the relevant Partner.

5.3. Any Reward Points you earn from a Partner will not count towards your Club Level.

5.4. Reward Points cannot be claimed retrospectively from Partners.

Spending Reward Points on tickets for Eurostar Services

6.1. You can make requests for Reward Tickets on the Club Eurostar pages of eurostar.com, via the Eurostar mobile app or by contacting the Eurostar Contact Centre. You will be given the option to choose between either a Value Ticket or an Anytime Ticket in exchange for Reward Points. Anytime Tickets are available in Eurostar Standard class, Eurostar Plus class and Eurostar Premier class on London Routes. Value Tickets are available in either Eurostar Standard class or Eurostar Plus on Eurostar London Routes Services and Eurostar Standard, Eurostar Plus or Eurostar Premier class on Eurostar Continental Routes Services. Value Tickets have limited availability. More information on Anytime Tickets and Value Tickets is available on the Club Eurostar section on eurostar.com.

6.2. Reward Points will be deducted from your account at the time the Reward Ticket is issued.

6.3. Reward Tickets are available on Eurostar Services and are subject to availability.

6.4. You must make any request for Reward Tickets at least one (1) hour before the departure of your chosen service and you must comply with your check-in time limit in accordance with the applicable Conditions of Carriage.

6.5. You may exchange your Reward Ticket once before departure at no cost. You may choose to use additional Reward Points to change a Value Ticket to an Anytime Ticket, save that Anytime Tickets are only available on Eurostar London Routes Services. All changes are subject to availability and (in the case of Reward Ticket changes made by Classique and Avantage Members through the Eurostar Contact Centre) subject to applicable service fees. Once issued, Reward Tickets are non-refundable. As a result, if you decide not to use your Reward Ticket, the Reward Points you used to obtain your Reward Ticket will not be credited to your Membership account. Reward Tickets cannot be transferred to another person or Member or sold to any third party.

6.6. You will not earn Reward Points or Status Points for Reward Tickets.

6.7. You may carry one child under the age of four with you free of charge on a Reward Ticket, provided the child does not require a seat and is able to sit on your lap.

Spending Reward Points on Eurostar Services upgrades

6.8. You may use your Reward Points to upgrade an existing paid booking, from Eurostar Standard class to Eurostar Plus class. In such cases, you will not earn additional Reward Points for the portion related to the upgrade. Reward Points cannot be used towards upgrades on SNAP tickets or used towards upgrades booked via Eurostar’s dedicated upgrade bidding page.

Spending Reward Points on discounts on tickets for Eurostar Services

6.9. You may use your Reward Points towards a discount on Eurostar tickets booked through eurostar.com or via the Eurostar mobile app. Further information on discount rates is available on eurostar.com.

6.10. Discounted bookings are subject to the usual conditions applicable to the ticket purchased, as described on eurostar.com. If you cancel your booking, you will only receive a refund for the Reward Points used if the ticket you have booked is refundable.

6.11. Reward Points will be deducted from your membership account at the time the ticket is issued.

6.12. You will earn Reward Points based on the total value of the ticket purchased.

7.1 To access Eurostar Premier Lounges, you must hold a valid ticket for the date of departure and for the applicable travel time and class of service.

7.2. If you are a Carte Blanche or Étoile Member, you may access Eurostar Premier Lounges up to two hours before departure on the date of departure subject to capacity restrictions. Further information on lounge access is available on eurostar.com. A Member may be refused entry to a Eurostar Premier Lounge if in the member of staff’s opinion the relevant Eurostar Premier Lounge is at full capacity.

7.3. You must show your valid Membership Card and a valid ticket (for the date of departure) in order to gain access to Eurostar Premier Lounges or to use the Eurostar Premier priority lane. Carte Blanche members may bring one guest during the week (Monday to Friday) and up to four guests at weekends (Saturdays and Sundays) into Eurostar Premier Lounges and through the Eurostar Premier priority lane. Étoile members may bring two guests during the week (Monday to Friday) and up to four guests at weekends (Saturdays and Sundays) into Eurostar Premier Lounges and through the Eurostar Premier priority lane.

7.4. Subject to paragraph 7.3, only you may use your Membership Card to gain access to Eurostar Premier Lounges or to use the Eurostar Premier priority lane. If someone else attempts to use your Membership Card to access Eurostar Premier Lounges or to use the Eurostar Premier priority lane, they will be refused access. Eurostar Premier Lounges access benefits are non-transferable. Any misuse will result in forfeiture of Membership benefits for the relevant Member and the possible cancellation of the applicable ticket without refund.

7.5. Members under the age of 18 wishing to use Eurostar Lounges must be accompanied by an adult at all times. The adult will count towards the number of guests permitted.

Railteam lounge access

7.6. If you are a Carte Blanche or Étoile Member, you can access Railteam lounges on your day of travel upon presentation of your Membership Card and a valid ticket for a Eurostar Service.

7.7. A list of current Railteam lounge locations can be found at www.railteam.eu.

8.1. You may access your Reward Points balance through your online Membership account.

8.2. You may transfer your Reward Points to other Members through your online Club Eurostar account in multiples of 100 up to a maximum of 3600 Reward Points per transfer. A minimum of 500 Reward Points must be transferred per transfer. You may transfer a maximum of 7500 Reward Points in total per calendar year. You may transfer Reward Points to the same Member a maximum of four (4) times per calendar year. You may receive a maximum of 7500 Reward Points from other Members per calendar year. Any Reward Points transferred to you from another Member will not count towards your Club Level.

8.3. Your Reward Points will expire if, in a consecutive 24-month period, you do not earn any Reward Points through; purchasing tickets for Eurostar Services, receiving points from other Members, receiving points from a Partner, or receiving Compensation Points.

9.1 You may terminate your Membership at any time by closing your account online or by notifying the Eurostar Contact Centre in writing of your decision to terminate your Membership. Any unused Reward Points will be cancelled upon termination of your Membership.

9.2 Eurostar reserves the right to reject your application for Membership, immediately suspend or terminate your Membership, cancel Reward Points you have accrued (and any unused Reward Tickets you have purchased), disqualify you from future Membership of Club Eurostar, or take appropriate legal action if, in the reasonable opinion of Eurostar, you:

9.2.1. do not meet the criteria required for Membership;

9.2.2. carry out any fraudulent activity (e.g., selling a ticket in the name of the Member to a third party which leads to the accumulation of Reward Points) in connection with your Membership application or during your Membership; or

9.2.3. commit a breach of these terms and conditions and/or the applicable Conditions of Carriage, and/or any of our other terms and conditions which you would have accepted; for example, if you sell or attempt to sell Reward Tickets to a third party, or if you contravene the rules of behaviour set out in the applicable Conditions of Carriage.

9.3. In the event of the death of a Member, Eurostar shall close the relevant Member’s account and shall, if requested, transfer any Reward Points outstanding on the Member’s account to an account controlled by the Member’s estate upon presentation of a copy of the Member’s death certificate.

9.4. Eurostar reserves the right to amend, cancel or replace the Club Eurostar programme and/or amend these terms and conditions on reasonable notice to you, as appropriate. You will be deemed to have accepted any changes to the Club Eurostar programme or to these terms and conditions if you continue to use your Membership account. You may terminate your Membership in accordance with paragraph 9.1 if you do not agree to any change to the Club Eurostar programme or to these terms and conditions.

10.1 Eurostar International Limited and THI Factory SA are the joint data controllers for any personal data submitted and processed for the administration of the Club Eurostar Programme. Any personal data you provide in connection to the Club Eurostar programme shall only be processed as defined by the Eurostar Privacy Policy. Please refer to this Privacy Policy for any relevant information regarding the processing of your personal data by Eurostar International Limited and THI Factory SA.

11.1. Eurostar International Limited and THI Factory SA will not be liable for any loss or damage suffered by you as a result of any change to or cancellation of the Club Eurostar programme, or these terms and conditions, including where such change or cancellation is affected in order to comply with applicable laws or with the decision of a court of competent jurisdiction.

11.2. Eurostar International Limited and THI Factory SA is not responsible for and accepts no liability for the actions of Partners or third-party railway operators, including any changes such Partners or third parties may make to their terms and conditions, or the benefits made available to you as a Member.

11.3. Eurostar International Limited and THI Factory SA reserve the right to audit a Member’s account and records without notice to the Member to check for compliance with these terms and conditions, the applicable Conditions of Carriage, and any other applicable rules, regulations or terms and conditions. During an audit a Member may be unable to make bookings using Reward Points.

11.4. Any complaints relating to the Club Eurostar rewards club must be addressed to our Traveller Care department in writing (for contact details, see our website). We will endeavour to acknowledge receipt of all complaints within one (1) month of receiving them and will provide you with a response to your complaint no later than three (3) months of the date of the complaint. For more information, see our Complaints Handling Procedure.

11.5. To the extent permitted by local laws, these terms and conditions and all non-contractual obligations arising from them or connected with them will be governed by English law, and any person bringing an action under these terms and conditions submits to the non-exclusive jurisdiction of the English Courts. Nothing in these terms and conditions affects your right as a consumer to rely on any mandatory provisions of the law of the country in which you are resident.

Version as of 4 November 2024