Eurostar [by email] 15 December 2020 . 50% of the cost of the affected leg as a cash refund. Eurostar has warned that there may still be delays if you're travelling from Paris. Wed 23 Dec 2020 09.58 EST 26 Eurostar has been ordered by the train regulator to make it clear to customers whose trains have been cancelled that they are entitled to a … Guardian Money has been inundated by unhappy Eurostar passengers who claimed they were denied the refunds, and that the policy terms made the vouchers all but unusable. Eurostar has been ordered by the train regulator to make it clear to customers whose trains have been cancelled that they are entitled to a full refund, amid claims it did not disclose this information in an attempt to get customers to accept vouchers instead. Eurostar has been ordered to properly inform passengers of their right to a full cash refund. Get a Cash refund. Since March, and for most of 2020, Eurostar has been operating a severely curtailed service that has resulted in thousands of cancelled trains between London St Pancras and mainland Europe. Travellers on cancelled trains are also entitled to a refund to the full value of the cancelled journey, in line with their conditions of carriage,” he said. “Vouchers are valid for bookings 12 months from the date they are issued, so in theory customers could receive a voucher and use it for travel up to late 2021. Our almost fully pre-paid 3 week trip to London, Paris and Italy was sadly cancelled due to coronavirus, and I am trying to get back at least some of the money. 120 – 179 mins. Tests are offered at a preferential Eurostar rate. Please submit your request within 60 days of your initial outbound travel date. Easter trips to Disneyland in Paris and a host of other cities were all cancelled. 50% of the cost of the affected leg as a Eurostar e-voucher. “Passengers who do not want a voucher need to be told that they can easily claim the cash refund to which they are legally entitled.”. Avant de voyager, veuillez bien vérifier les dernières directives officielles de vos pays de départ et d’arrivée. We require all guests to wear a face mask at all times, in the station and in common areas on-board the train. Travel is to be enjoyed, not endured. The situation is changing by the hour, and both you – our customers – and our teams are facing unprecedented challenges.”, Confusion over French quarantine rules for overseas visitors, UK watchdog flooded with complaints over holiday refunds. Standard tickets are non-refundable so you won't be entitled to a cash refund if your booking is still going ahead. I am grateful to you for providing information about your refund policy and All persons (including UK nationals and residents) arriving in the UK from outside the common travel area* must provide proof of a negative COVID-19 test taken within 3 days of departure to the UK. The amount of compensation will depend on the length of delay: Passengers also complained that trains were only being cancelled 48 hours before they were set to depart, in an apparent bid to get customers to accept vouchers rather than refunds. You apply here. A passenger at St Pancras International station in London. Coronavirus PCR tests are being offered in partnership with London Medical Laboratory and are not a Eurostar product or service. 120 – 179 mins. Eurostar has finally promised to clearly inform passengers whose journeys are cancelled about their right to a monetary refund, not just a Eurostar voucher. You will no doubt have seen that the Competition & Markets Authority (CMA) 180+ mins. However, this is not made clear on its Coronavirus Information page which only mentions vouchers and exchanges for trains cancelled between March 13 and June 1. UK: International high speed train operator Eurostar has agreed to make it clearer that passengers have a right to cash refunds for cancelled services, following an intervention by the Office of Rail Road. 50% of the cost of the affected leg as a cash refund. 25% of the cost of the affected leg as a cash refund. A reader asks whether they can get money back if they are forced to self-isolate due to coronavirus Coronavirus – latest updates 50% of the cost of the affected leg as a Eurostar e-voucher. 2020-12-18T10:56:00Z. The Office of Rail and Road (ORR) has since intervened and told Eurostar to properly inform passengers of their right to a full cash refund. Eurostar to make cash refund option clearer. Travel dates from 12 May 2021, booked from 5 January 2021 inclusive. After a meeting with the company last week, the ORR’s deputy director of consumer affairs said it was important that train companies were upfront with passengers about their rights. 25% of the cost of the affected leg as a Eurostar e-voucher. Exchange charge: €0 / CHF 0 (except in the event of any difference in the fare). If your Eurostar journey was disrupted, you may be able to claim compensationif the delay was Eurostar's fault. 25% of the cost of the affected leg as a cash refund. Can passengers get a refund on their cancelled plans? If you're delayed more than 60 minutes, you are entitled to claim for compensation, paid as a Eurostar e-voucher or refund (although the refund amount will be less than the e-voucher if you were delayed for three hours or more). Customers say they were denied cancellation repayments and pushed to accept unusable vouchers, Last modified on Wed 1 Jul 2020 17.31 BST. A GROUP of MEPs has piled pressure on France and Britain to bail out the Eurostar amid fears the cross-Channel train service will collapse due to the coronavirus pandemic. Dear Scott, Refund policy during the COVID-19 pandemic . … Here's what Eurostar will pay out: Eurostar [by email] 14 July 2020 Dear Scott, Refund policy during the COVID-19 pandemic In our role as a consumer authority, we have been monitoring the policies of train operators and the information they are providing to their customers during the COVID-19 pandemic. In a statement issued on Monday, Eurostar’s chief executive, Mike Cooper, said: “On behalf of everyone at Eurostar, thank you for your understanding at a difficult time. Please do not travel with us if you’re experiencing symptoms of COVID-19. We’re offering this service in partnership with London Medical Laboratory. Eurostar is currently offering an e-voucher to travel before December 12th, which unfortunately we will never get to use. Get an e-voucher. Eurostar [by email] 23 October 2020 Dear Scott, Refund policy during the COVID-19 pandemic Thank you for your response to our letter of 14 July in relation to your current refund policy in place during the COVID-19 pandemic. They can be used for travel anytime up to the end of March 2021, but any price increase for … However, anyone who booked a trip with Eurostar … The London TravelWatch chair, Arthur Leathley, said: ‘With thousands of people affected by service cancellations since the weekend, Eurostar are still not making it clear on their website that passengers are entitled to cash refunds. The exchange and refund charge is €0 / CHF 0 (except in the event of any difference in the fare). Get an e-voucher. “We apologise if some of your readers have not found this process as simple as we would like, but we are working to process a high-volume of enquiries to support our customers and offer flexibility with travel arrangements at this time. Like the airlines, Eurostar has pushed customers into accepting replacement vouchers, which it said had to be used to make a booking by the end of September – a date regarded as far too soon for many of its customers, particularly older travellers. Can I get a refund or extension on my railcard for lockdown? The Guardian first highlighted the problem in May after receiving complaints from readers who said they were unable to get refunds. EUROSTAR has slashed its timetable to almost a fifth of what it was due to the ongoing coronavirus pandemic measures. If you apply for a refund from Monday 7th September 2020 onwards, your refund will be from the date of request. . A Eurostar spokesman said the reason trains were being cancelled late was to help ease traffic to its customer service operation. Just wait 24 hours after arriving at your destination and make sure you’ve got a copy of your tickets. After months of Covid-19 restrictions UK holidays are back on the cards, with guest houses, campsites and caravan parks reopening nationwide, while some overseas holidays will be allowed from 17 May. Eurostar, which holds a monopoly on rail services between London and Brussels and Paris, is only offering travelers e-vouchers rather than cash refunds for tickets. Please note: if your travel has been impacted by coronavirus, e-vouchers are available as follows: If your train has been cancelled by us on any date we’ll issue an e-voucher valid for 12 months. Rail regulator intervenes after several buyers claim they were offered e-vouchers instead, Last modified on Wed 23 Dec 2020 14.26 EST. At the weekend the company was forced to cancel all its trains out of London after European governments closed their borders to anyone leaving the UK. People aged over 70 complained they would be unlikely to be able make ticket bookings by September for travel before April. Photograph: Andy Rain/EPA. Answer 1 of 67: I have a Eurostar booking for early May as part of a planned European rail journey which I am assuming I shall have to cancel. But after facing a growing backlash from customers – some of whom said they would never use the service again – Eurostar is now allowing up to a year to rebook trips, which can start six or nine months after that. Thank you for your response to our letter of 23 October in relation to your refund policy and the way in which this is communicated to during the COVIDpassengers -19 pandemic. But while customers booked on to cancelled trains have been entitled to full refunds, the train company has been pushing passengers to accept e-vouchers instead. Eurostar is to offer more generous cancellation terms and has promised cash refunds after facing a backlash from customers furious at its previous refunds stance. It says “you can claim an eVoucher equal to the full value of your Eurostar train ticket so you can travel … 25% of the cost of the affected leg as a Eurostar e-voucher. For further information please visit: www.gov.uk/guidance/coronavirus-covid-19-testing-for-people-travelling-to-england. Please make sure you factor this into your plans and allow enough time. All but two Eurostar trains a day out of the city have been cancelled. A Eurostar spokesman said affected travellers would be sent an email with a link to the company’s refunds page, making it simpler to request reimbursement in line with their conditions of carriage. You can submit a claim up to 60 days after the date of travel. After receiving several complaints, London TravelWatch, the passenger watchdog, wrote to Eurostar last week accusing it of “burying” the refund information and being less than transparent about passengers’ right to a full refund. Eurostar is currently offering an e-voucher to travel before December 12th, which unfortunately we will never get to use. We have 3 Eurostar tickets from London to Paris on April 7th. You can get a refund on the remaining portion of your unused Season Ticket if: Your Weekly Season Ticket has three or more days' validity remaining Your Monthly or Custom Season Ticket has seven or more days' validity remaining Eurostar has said you can do this, as set out in its T&Cs. Coronavirus COVID-19 Consumer Rights Eurostar Eurotunnel Join our new commenting forum Join thought-provoking conversations, follow other Independent readers and see their replies Coronavirus – latest updates; See all our coronavirus coverage ; With flights are cancelled, getting a refund can be a problem. They need to make the changes ordered by the ORR immediately. 60 – 119 mins. AT THE STATION. The better bet in your case is to wait until the return leg is cancelled, which looks highly likely, and then ask for a full refund. 60 – 119 mins. With French borders still closed to all tourist traffic, Eurostar has been forced to cancel all but two trains a day out of London, leaving thousands of passengers with unusable tickets. . Eurostar is not responsible for the quality of tests, the length of time it … It has also confirmed it will refund tickets for those whose trains were cancelled. Retrouvez toutes les informations Eurostar essentielles concernant la COVID-19. Our almost fully pre-paid 3 week trip to London, Paris and Italy was sadly cancelled due to coronavirus, and I am trying to get back at least some of the money. Refund charge: €30 / CHF 33. 180+ mins. Get a Cash refund. At Caledonian Sleeper, we want you to be rest assured that we’re doing everything we can to minimise contact during your journey. The ORR gave the train firm until 15 January to make the change. 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