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Eurorstar Train Delay Compensation

Posted by on

We traveled on Eurostar from St Pancras London to Gar du Nord Pairs on Saturday June 28, 2025. An earlier train was cancelled and as a result all of the later trains were delayed. Our train was delayed just over an hour according to my watch. The Eurostar person on board apologized and said the trip would be eligible for compensation, but to wait 24 hours before submitting a claim. I have tried to make a claim multiple times for a 25% refund to my card, but get this message:

"Sorry, we couldn't process your compensation request. It could be due to one of the following reasons; incorrect ticket number or booking reference provided, booking not eligible for compensation; {delay is under 60 minutes, Force majeure event), details may yet not be available: please try again later. If everything seems correct and you're still experiencing issues, feel free to contact us."

I filled out the Eurostar contact form a couple of weeks ago. No response.

Any thoughts or suggestions.

BTW - We stood in line in a hot, humid train station for a good 90 minutes with little information from Eurostar. Bad experience. I would not use Eurostar on a busy day. We sere put on a replacement train and lost our assigned seats.

Posted by
1 posts

Updated July 2025: Sorry about your experience with Eurostar. Here's another one:

Do not use Railclick! They are a reseller of train tickets that do not work. I was over charged (sold tickets for a 1st class train), the tickets were rejected at the train station, and Railclick refused to issue a refund for the tickets that were not used. Over 3 or 4 emails they made up excuses why they could not issue a refund and put the work back on me to contact Trenitalia. They blamed me for not knowing how to use their tickets, when I followed all the available instructions. I hope you read this message: DO NOT BUY TICKETS FROM THIS OUTFIT. We ended up buying new tickets for 1/3 the price directly from the train station. It was a local train with plenty of seats,

Posted by
1723 posts

Frustrating as the Eurostar personnel said you would be eligible!

I wonder if the delay as calculated by Eurostar was calculated differently than your watch. Delays are calculated by comparing the actual arrival time of a train to its scheduled arrival time at the destination. Do you recall if you timed the train on departure delay (which would not be Eurostar's timing) or by arrival time - was arrival over an hour later than scheduled?

Link for compensation for reference - not for OP, who has undoubtedly used it.
https://compensation.eurostar.com/#/

Posted by
4 posts

Thank you, ORDtraveler.

I noted our departure time, but not the arrival time. I was relying primarily on the Eurostar person's announcement on the train explaining that the trip would be eligible. I suspect you may be right that the train arrived under an hour late, making the trip ineligible. If it was a misstatement by the Eurostar person, that would be consistent with the other communications from Eurostar, which were poor or nonexistent.

Posted by
1951 posts

As is the same with flight delays, the delay time is calculated based on actual arrival time vs scheduled arrival time. Not by comparing scheduled vs actual departure time.
So if your train made up some of the delay along the way and arrived less than an hour late, you won’t be eligible for compensation.

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