Eurostar and Thalys

Did your Eurostar or Thalys train arrive late? Learn more about how we compensate you and how to document the delay.

Eurostar

You have completed your journey.

If your train was more than an hour late, you’re entitled to a Eurostar e-voucher that you can use on your next journey. The amount of compensation is based on the length of the delay.

Please keep your original ticket and wait 24 hours to give us enough time to gather all the information we need to process your request. Then contact us on line within 12 months of your travel date to request your e-voucher.

You’ll receive your e-voucher by e-mail within 5 minutes, and you can use it immediately on the eurostar.com website. It’s valid for 12 months starting from the date of your original journey.

Request your e-voucher now

You have not yet made your journey

Was your train cancelled? Have you been notified that it will be more than an hour late? If you decide to cancel your journey, you have two months (60 days) from your original departure date to:

  • exchange your ticket for free
    Simply choose another set of travel dates within 180 days of the exchange date (and within 90 days if your booking included a connection with another rail company). Exchanges are subject to availability.
    Log in and exchange your ticket or e-ticket
  • request a refund, regardless of the terms and conditions associated with your fare
    If you choose this option, please request your refund at the point of sale where you purchased your ticket. If you bought it on eurostar.com, simply log in and request your refund.
    Contact Eurostar customer service

Thalys

Was your Thalys train delayed by at least 30, 60 or 120 minutes for a reason other than force majeure? You’re entitled to compensation in the form of an e-voucher for 20%, 50% or 100% of your ticket price.

You must complete the on-line compensation form within two months of your travel date.

Your e-voucher is valid for 12 months, starting from the issue date.

Request your e-voucher now

You prefer a paper voucher or a bank transfer

  • Would you rather receive a paper voucher? You can use it at a travel agent or in a train station, but not on the Internet.
    Complete the on-line form
  • Would you like to receive your refund via bank transfer? If you choose this option, we cannot pay more than 50% of your ticket price (versus a voucher worth 100% of the ticket price). In addition, we cannot pay any compensation below €4.

Learn more