Eurostar - Delay compensation

Based on resolver’s experience to date, the amount of compensation you can claim for regular delays as a season ticket holder very much depends on the train company you use. In the case of annual season ticket holders, a lot of companies use a performance-based compensation system, where they take an average of the performance over 12 months and if it falls below the ‘trigger’ level, then you are entitled to compensation. This is usually discounted from your next year’s ticket rather than given as a payment. There is also a newer scheme called Delay/Repay that allows annual and monthly season ticket holders to claim for a refund as if they were on a regular single or return fare. This also applies to weekly ticket holders. The amount of time considered to be a delay will vary from company to company, but it must be for at least 30 minutes. resolver recommends that you check with your train company to determine what they offer and then make your claim. If you are not happy with the response you receive, your next port of call is either London Travelwatch at enquiries@londontravelwatch.org.uk (for the London area) or Passenger Focus at advice@passengerfocus.org.uk (for outside London). resolver can assist you in submitting, recording and reminding you when and who to escalate to.

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