Passenger given £120 voucher after Eurostar power-failure rebooking costs

Eurostar is refusing to honour expenses claims after a power failure in the tunnel stranded thousands of passengers last month, according to a reader. The reader, identified as CD, London, said a party of four were stuck at Brussels station when all trains to and from London were cancelled for 24 hours.

Eurostar staff told them to find a hotel and handed out leaflets promising accommodation, food and transport costs would be refunded. CD said they were directed to an online rebooking page that showed no availability for two days, while the normal booking site showed seats for the following day, prompting them to buy tickets on the latter site for €1,230 (£1,072).

CD said they submitted an expenses claim but received only a £120 voucher. Others are reporting similar rebuffs on social media after the power outage left thousands struggling to get home before New Year’s Eve. EU rail passenger rights regulations oblige rail operators to cover reasonable expenses, and Eurostar’s own terms promise additional compensation of 75% of the fare in vouchers or 50% in cash if a service is delayed by more than 180 minutes.

Eurostar told the reader the voucher was an apology for the delay in reacting to claims rather than a full settlement, though the accompanying email stated the case had been closed and said the company had hoped vouchers would be a “suitable resolution”.

Key Topics

Business, Eurostar, Brussels Station, Eu Passenger Rights, Travel Expenses, Rebooking Page