Eurostar must be straight with passengers about their refund rights says watchdog

27 November 2020

London TravelWatch, the transport watchdog responsible for Eurostar services has today called for the company to be more transparent on their website about passengers’ rights to a full refund when their train has been cancelled.

The watchdog has reminded passengers using the cross channel service that they are entitled to a cash refund if their train is cancelled, and urges them to make their claim as soon as they can. It is also advising passengers who have previously been given travel vouchers when their Eurostar service was cancelled but were not made aware of their right to a cash refund, that they should also put a claim in if they want to exchange their voucher for cash. They have 60 days from the point of cancellation to do so.

Emma Gibson, Director of London TravelWatch said: ‘a lot of people will be planning their Christmas or new year travel and we think it is really important that they are clear about their rights if they choose to travel by Eurostar. Eurostar have added some refund information on their website this week but need to do much more to make things much clearer for passengers. And there will still be people who have previously accepted vouchers when their train was cancelled, unaware that they could have asked for a cash refund.’

Notes to editors

  1. London TravelWatch is the operating name for the London Transport Users Committee. We are the official watchdog representing the interests of transport users in and around London, and independent of the transport operators and government. London TravelWatch is sponsored and funded by the London Assembly, part of the Greater London Authority.
  2. For more information, please contact the London TravelWatch press office on 07734 055494.
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