EXCHANGE & REFUND PROCEDURES DURING DISRUPTION
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.
Once Eurostar has activated AOP, free exchanges for alternative dates are available in all booking tools.
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 email@example.com inbox.
- All other SNCF points of sale should send refund requests to firstname.lastname@example.org.
All other PAO-supplied customers and partners
All other PAO-supplied customers and partners should submit refund requests to Eurostar at the email@example.com inbox.
- SNCF points of sale