Why can't I claim my compensation online? - Eurostar Help Centre

Why can't I claim my compensation online?

We recommend that you use Google Chrome to claim your compensation, as there is currently a technical issue which is causing the form to sometimes fail when using other web browsers, such as Internet Explorer. We're sorry for the inconvenience this may cause.
There are also a few reasons why you might receive a message advising that you cannot claim compensation online: 

  • We need 24 hours from the time your train arrived to get our systems loaded with the compensation information.
  • You were delayed by less than 60 minutes, so we can’t offer you compensation
  • You booked through Deutsche Bahn, so they’ll need to handle your compensation claim.
  • Your ticket was for a connecting journey. You can claim by contacting us, quoting your six-letter booking reference and attaching photos or scanned copies of all your tickets.

If none of these reasons apply to you, please speak to us on Live Chat where we'll be able to assist you further.

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