Eurostar4Agents
UK rail strike on 01 and 03 February / Planned strike action in France on 07, 08 and 11 February: sales closed on Saturday 11/02

UK rail strike on 01 and 03 February:
Eurostar trains are running as usual.
London Underground trains is not affected either.

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Planned strike action in France on 07, 08 and 11 February:
While we assess the impact on our timetable, as a precautionary measure, we have closed sales on all trains leaving from London on 11 February.

Please click here for more information.

Exchange & refund procedures during disruption

Published

Subject to the nature of the disruption, Eurostar can activate its After-Sales Override Profile (AOP). The AOP function will calculate whether fees and / or fare difference can be waived, subject to Eurostar’s commercial policy. 

PROCEDURES

EXCHANGES

  • Voyager, API and PAO channels
    Once Eurostar has activated AOP, free exchanges for alternative dates are available in all booking tools.
     
  • TMC’s booking via GDS-Air
    TMC’s should process exchanges manually via the BSP link (subject to the commercial policy implemented by Eurostar).
     
  • Eurostar For Business
    Customers can exchange their tickets (where applicable and subject to Eurostar’s commercial policy) via the "Manage Your Booking” link on www.eurostar.com.


REFUNDS

  • Voyager and API channels
    Where Eurostar has activated its After-Sales Override Profile (AOP) to enable free refunds, you can either refund your customers using Voyager or allow customers to obtain a full refund via your website or app.
  • TMC’s booking via GDS-Air
    TMC’s should process refunds manually via the BSP link (subject to the commercial policy implemented by Eurostar).
  • PAO Channels
    • SNCF points of sale
      Agents supplied by SNCF should submit a “demande de détaxe” to SNCF so that SNCF can subsequently send a refund request to Eurostar at the sncf.queries@eurostar.com inbox.
      All other SNCF points of sale should send refund requests to sncf.queries@eurostar.com.
       
    • All other PAO-supplied customers and partners
      All other PAO-supplied customers and partners should submit refund requests to Eurostar at the distributor.queries@eurostar.com inbox.
       
  • Eurostar For Business
    Customers can refund their tickets (where applicable and subject to Eurostar’s commercial policy) via the "Manage Your Booking” link on www.eurostar.com.