Travellers are being urged to check whether they’re entitled to a refund and compensation as Eurostar suspends its services ‘until further notice’.
Travel chaos has erupted across France and the UK after Eurostar warned of “major disruption” to its operations.
The international rail firm announced today (Tuesday 30 December) that following a problem with the overhead power supply and a subsequent failed Le Shuttle train, the Channel Tunnel is currently closed.
“Unfortunately, this means we have no choice but to suspend all services today until further notice,” Eurostar says. “We’re very sorry for the impact the situation may have on your travel plans.”
My Eurostar has been cancelled. What are my rights?
Travellers have been told not to come to the station and to “keep an eye” on Eurostar’s website or mobile app for further updates.
In a statement sent to Euronews Travel, Rory Boland, Editor of Which? Travel, says passengers who have had their train cancelled have the option to exchange their booking or claim a Eurostar e-voucher or cash refund.
An e-voucher lasts for 12 months from the date of your disrupted journey and can be redeemed by visiting eurostar.com. If you have claimed a refund, your request will be processed within 28 days.
“For delays, travellers are entitled to compensation,” Boland adds. “If you’re delayed overnight, you have the right to be put up in a hotel or be reimbursed for one.”
On its website, Eurostar says it will consider reimbursing expenses for overnight accommodation, food, transport between the station and your accommodation, as well as the cost of calling anyone who was waiting for you at your destination – but only if they are a direct result of your delayed or cancelled train.
For travellers desperate to get home, Boland says it may also be possible to use alternative routes such as the ferry. However, he argues you will need to contact Eurostar first to check whether they will cover the costs, or risk being “left out of pocket”.
Eurostar says it will not cover the cost of alternative transport by rail, coach or ferry if it has informed you of your options within 100 minutes of your scheduled departure and you didn’t wait for the next available Eurostar train.
What if my Eurostar is delayed?
If your train is delayed for 60 minutes or more, you are entitled to claim compensation. You will get more money back through an e-voucher but can also request a cash refund.
For delays between 60-119 minutes, passengers are entitled to 30 per cent of the cost of the affected leg as an e-voucher - or 25 per cent of the cost in cash. For delays up to 179 minutes, this increases to 60 per cent and 50 per cent, respectively.
For delays over 180 minutes, passengers are entitled to 75 per cent of the cost in the form of an e-voucher, or 50 per cent as a cash refund.
You have up to three months from the date of your delayed journey to request a refund or e-voucher.
