Eurostar cancelled my train, rebooked on a train three hours later - Delay Repay possible?

[Thames99]

Yesterday my train from Gare du Nord was cancelled via an email from them the evening before. I was able to rebook on the first train with availability which ran to time, but I arrived back at St Pancras about three hours later than planned.

Is there any chance of claiming with Eurostar's delay repay in this situation? I'm well aware that I was fortunate to be able to rebook easily, as I remember a thread here where someone was unable to get on a following train. E* refused to move him to a higher class where seats were available without charging a supplement to upgrade. Maybe I should just be thankful that I'm back!

 

[30907]

Yesterday my train from Gare du Nord was cancelled via an email from them the evening before. I was able to rebook on the first train with availability which ran to time, but I arrived back at St Pancras about three hours later than planned.

Is there any chance of claiming with Eurostar's delay repay in this situation? I'm well aware that I was fortunate to be able to rebook easily, as I remember a thread here where someone was unable to get on a following train. E* refused to move him to a higher class where seats were available without charging a supplement to upgrade. Maybe I should just be thankful that I'm back!

Claim! It's over an hour and EU law requires it.

 

[rvdborgt]

You're delayed 3 hours, so entitled to 50% in cash.
I've heard that Eurostar may refuse but just be persistent.
Eurostar were also obliged by law to offer any seat regardless of class on the next train.

 

[mad_rich]

Based on the reports I’ve read (admittedly not personal experience) I’d expect Eurostar to respond by saying you rebooked your ticket and thus weren’t delayed.

That would be utter nonsense, of course, but be prepared for them to try it.

You’re entitled to 50% cash refund, or 60% if you choose a voucher instead.

 

[Thames99]

Thanks all. I'll let you know how it goes.

 

[Thames99]

An update on this. I was unable to claim on Eurostar's delay repay page as my cancelled train was not listed there. I sent an email and am pleased to report that I received a choice of 50% cash or 60% voucher yesterday. I asked for a voucher which came by return.

Thanks all for the encouragement to claim!

 

[AdamWW]

Is there any chance of claiming with Eurostar's delay repay in this situation? I'm well aware that I was fortunate to be able to rebook easily, as I remember a thread here where someone was unable to get on a following train. E* refused to move him to a higher class where seats were available without charging a supplement to upgrade. Maybe I should just be thankful that I'm back!

Not sure if it was the same case, but I recall one where the on-line system refused, but a phone call did result in a free upgrade to a subsequent train (as it should!)

If this is usual, it might actually work out better those in the know...

 

[rvdborgt]

Not sure if it was the same case, but I recall one where the on-line system refused, but a phone call did result in a free upgrade to a subsequent train (as it should!)

If this is usual, it might actually work out better those in the know...

Rebooking Eurostar online after a cancellation is only possible in the same (or lower?) class. Rebooking in a higher class is only possible in person or by phone. Eurostar are however required to offer, without you having to ask, rebooking in a higher class if your original class is fully booked in the next train with available seats. They don't say that anywhere however. On their website, they write: "You can travel anytime in the same travel class, subject to availability." (Eurostar's emphasis). That's incomplete and therefore a breach of EU Regulation 2021/782, in particular article 18(1).

 

[STINT47]

Rebooking Eurostar online after a cancellation is only possible in the same (or lower?) class. Rebooking in a higher class is only possible in person or by phone. Eurostar are however required to offer, without you having to ask, rebooking in a higher class if your original class is fully booked in the next train with available seats. They don't say that anywhere however. On their website, they write: "You can travel anytime in the same travel class, subject to availability." (Eurostar's emphasis). That's incomplete and therefore a breach of EU Regulation 2021/782, in particular article 18(1).

When my train was cancelled their email said it needed to be in the same class. When asked the staff at St Psncras about an upgrade to premier from plus for the next train as it had free seats I was asked to pay the difference.

With it being over £100.00 i ender up accepting a four hour wait in London and went to ghd transport museum to kill time. My subsequent request for delay compensation was turned down due to the cancellation being announced more than two hours before departure although I only saw the rail once I was on my way to London.

It sounds like I was fobbed off but as this was earlier this year its probably to late now to complain.

 

[rvdborgt]

It sounds like I was fobbed off but as this was earlier this year its probably to late now to complain.

Depends on how much earlier. You can complain to Eurostar until 3 months after the incident.

 

[Watershed]

Depends on how much earlier. You can complain to Eurostar until 3 months after the incident.

I don't think there's any deadline, beyond the statute of limitations (6 years in England & Wales), for pursuing a compensation claim under the retained 2007 EU PRO Regulations, which still apply to journeys to & from the UK.

A lot of operators seem to have introduced spurious 3 month deadlines but this seems to be a deliberate misinterpretation of the revised 2021 EU Regulations which refer only to such a deadline for submitting complaints, not compensation or expenses claims.