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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 mins120 – 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 your e-voucher

Your e-voucher will be valid for 12 months from the date of your delayed train.

Find out more about how to use e-vouchers here.

Claim your e-voucher - Claim your e-voucher

Claim a partial refund

You have 3 months from the date you were due to travel to claim your partial refund.

Claim a partial refund - Claim a partial refund

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, you have three months—from the date you’re due to travel—to choose one of the following options:

Exchange your 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.

Exchange your ticket for free - Exchange your ticket for free

Claim your e-voucher

Your e-voucher will be valid for 12 months from the date of your delayed train.

Find out more about how to use e-vouchers here.

Claim your e-voucher - Claim your e-voucher

Request a refund

You’ll receive a refund for the value of your 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.

Request a refund - Request a refund

If you miss your onward connection in France, Belgium, the Netherlands, or Germany

If you miss your connecting high-speed train because of a delay or cancellation, you can hop on the next available train with our Railteam partners for free. This is because we’re a part of the Railteam Alliance (along with TGV InOui, TGV Lyria, ICE and Railjet).

If you miss your connecting Railteam train:

  • Chat to a member of our team to confirm that your Eurostar train has been delayed or cancelled
  • At your connecting station, TGV InOui, TGV Lyria, ICE or Railjet staff will get you on the next available connecting train for free

If you miss your Eurostar train:

  • Chat to a member of TGV InOui, TGV Lyria, ICE or Railjet staff to confirm that your train has been delayed or cancelled
  • At your connecting station, our team will get you on the next available Eurostar train for free

Please keep in mind that the next available train may be a service later that day. On very busy days, we might have to book you on a train the following day due to very limited availability. But we will always offer the best possible option.

If you miss your onward connection in the UK

If you’ve missed an onward connection because of a train delay or cancellation, you can hop on the next available train for free. This is because we have an agreement with other local train operators in the UK.

If you miss your connecting local train:

  • Chat to a member of our team to confirm that your Eurostar train has been delayed or cancelled
  • At your connecting station, staff of the local train operator you’re travelling with will get you on the next available connecting train for free

If you miss your Eurostar train:

  • Chat to a staff member who works for the local train operator you’re travelling with. Confirm that your train has been delayed or cancelled
  • At London St Pancras International, our team will get you on the next available Eurostar train for free

Please keep in mind that the next available train may be a service later that day. On very busy days, we might have to book you on a train the following day due to very limited availability. But we will always offer the best possible option.

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:

  • 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
  • Any other expenses

To see if you can claim any expenses, please contact us via our contact form here 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.