Compensation - Eurostar Help Centre

Compensation

What is Eurostar's compensation policy in case of delays?

Depending on how long you were delayed, you may be able to claim a Eurostar e-voucher. Find out more....

Can I get a refund instead of an e-voucher?

If you were delayed by more than 60 minutes, you can request a partial refund instead of an e-voucher. Find out more....

Why can't I claim my compensation online?

There are a few reasons why some claims can’t be made online. Find out more....

Where can I find my ticket number?

Ticket numbers are nine digits long and either start with IV or 15. Find out more....

Can I claim for other expenses incurred because of my delay?

We may be able to help with some expenses but your travel insurer should cover you for most things. Find out more....

How can I claim compensation after a delay?

If your Eurostar journey has been delayed by more than 60 minutes, you’re entitled to compensation....

How can I use my e-voucher?

Simply enter the e-voucher code on the payment page of eurostar.com, then click Update price. Find out more....

How soon after the disruption can I claim compensation online?

Please wait 24 hours before filling in our online claim form....

Can I claim Frequent Traveller points as compensation for a delay?

Of course, as long as you quoted your membership number when you booked. Claim your points....

I’ve lost my ticket, can I still claim compensation?

Of course. Just send your six-letter booking reference to contactus@eurostar.com and we’ll send your ticket number so you can claim online....

My e-voucher’s about to expire, can I extend it?

Unfortunately not. As long as you book before it expires though, you can travel at a later date. Find out more....

What’s the deadline for claiming compensation?

You have one year from the date of the disruption to claim and use your compensation e-voucher....

Can someone else use my e-voucher?

Of course. Just pass on the e-voucher code so they can enter it when they’re booking at eurostar.com. Just make sure they book in the same currency as the e-voucher....

I booked my ticket through Deutsche Bahn, where can I find my ticket number to claim compensation?

Unfortunately, we can’t process compensation claims for tickets booked through Deutsche Bahn. Find out more....

How long is my compensation e-voucher valid for?

Compensation e-vouchers are valid for 12 months from the date of your delayed or cancelled train....

Can I use more than one e-voucher to make a booking?

Yes, as long as they’re all in the same currency. If you’ve got a few with different expiry dates, make sure you use up your oldest e-vouchers first....

Can I use an e-voucher towards more than one booking on eurostar.com?

Of course. Just remember that the full value needs to be spent within 12 months of your delayed or cancelled train....

I have a voucher in pounds sterling, can I use it on the French or Belgian version of eurostar.com?

No, the French and Belgian versions of eurostar.com only accept payment in euros, so you’ll need to use your voucher on the UK site....

Can I change the currency of my compensation e-voucher?

No. Compensation e-vouchers are issued in the currency you used to pay for your affected ticket and can’t be changed....

Can I use my e-voucher to book over the phone or with a travel agent?

No, e-vouchers can only be used for bookings made at eurostar.com....

Can I use my compensation e-voucher on an existing booking?

No. Unfortunately e-vouchers can’t be applied retrospectively to an existing booking....

Can I use my compensation e-voucher to buy travel insurance at eurostar.com?

No, e-vouchers can only be used to book Eurostar tickets at eurostar.com....


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