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An estimated 25,000 Eurostar passengers have had their travel plans affected by Close the Channel Tunnel It lasted several hours on December 30th.
Thirty train connections London St Pancras International Airport and ParisBrussels and Amsterdam have been cancelled.
Services have now resumed but passengers are being told they should leave the station unless they have confirmed one of the running trains.
Despite easyJet adding extra capacity between London and Paris, ticket prices have soared due to mass flight cancellations. British Airways’ cheapest New Year’s Eve flight is £625.
Thousands were displaced. Unfortunately for these travelers, the rules for care and compensation for international rail passengers are far less comprehensive and generous than those for air passengers.
These are key questions and answers about rail passengers’ rights.
What is Eurostar saying?
“Eurostar services to and from London will resume at around 6pm this evening when the Channel Tunnel section reopens after services were suspended due to overhead power supply issues in the Channel Tunnel and a LeShuttle train failure.
“Due to ongoing issues with the overhead power supply at the Channel Tunnel, there is only one line for trains to run on. This means delays will continue to be experienced tonight and journey times will be longer than usual.
“We therefore continue to advise customers to rebook a day’s journey where possible and offer free exchanges.
“We are also advising passengers not to come to our stations if their train has been cancelled.
“While it is beyond our control, we apologize for today’s disruption and will continue to provide customers with the latest information and support them in rescheduling their bookings.”
What are my options as a passenger?
You can rebook, but only in “the same travel class, subject to availability.” Most unfortunately, there appear to be no seats on any trains for the rest of the year.
If you decide to cancel, Eurostar will offer an “e-voucher for unused tickets, valid for 12 months”, but it would be foolish to accept this offer instead of a full cash refund.
Will Eurostar pay extra if I spend a fortune on a flight?
Can’t. In aviation, when an airline cancels a flight, it must bear the cost of getting you to your destination as quickly as possible (including, if nothing else, the cost of Eurostar Premium).
But this is not the case for international rail passengers. Although ticket prices are well above normal, all you can claim back from Eurostar is the original price of your ticket.
Travel insurance is the best way to claim for additional expenses.
What care am I entitled to receive from Eurostar?
The rail company said: “Eurostar will cover reasonable costs, including hotel accommodation up to £150/€170 per room per night.” The nearest Premier Inn currently charges £192. Eurostar said the contact center “will take a pragmatic approach when it comes to compensation”. Also covered are taxi fares up to £50/€60 per journey, and food and beverage costs up to £35/€40 per person per day.
What about cash compensation?
It’s impossible to pay hundreds of pounds like the airlines do. If your Eurostar flight is severely delayed, the most you can get is compensation. The company offers two options: refund a portion of the ticket cost, or provide a voucher for future travel within a year – typically worth 20% to 50% more than a cash refund.
Delays of less than one hour are not eligible for compensation. Here are the refund rates based on delay time:
- 60-119 minutes: 25% of the journey cost in cash or 30% in vouchers
- 120 minutes and above: 50% of the journey cost in cash, or 60% in vouchers (increases to 75% for delays of three hours or more)
Can I request a refund if I cannot get to my prepaid hotel abroad?
Can’t. You cannot claim costs incurred due to train cancellations, such as hotels in Paris, Brussels or Amsterdam that you were unable to reach. Travel insurance can cover such losses.