Eurostar’s Failure to Reimburse After Tunnel Power Outage Leaves Many Stranded
Last month, a significant power outage in the tunnel resulted in thousands of Eurostar passengers being stranded, with many still awaiting promised reimbursements for their unexpected expenses.
Stranded and Promised Reimbursement
During the incident, my group of four found ourselves stuck at the Brussels station after all Eurostar services to and from London were suspended for 24 hours. Eurostar representatives instructed us to secure hotel accommodations and distributed flyers guaranteeing that costs for lodging, meals, and transportation would be covered by them.
The guidance provided led us to an online rebooking platform which indicated no available bookings for the next two days. In contrast, Eurostar’s standard booking website was showing available seats for the next day, implying a preference for accommodating new bookings over assisting stranded passengers.
Ultimately, we had to purchase new tickets through the regular booking site, spending a total of €1,230 (£1,072). I filed a claim for these expenses, only to receive a £120 voucher for future travel with Eurostar in response.
Widespread Complaints and Corporate Responses
This issue appears to be widespread, as numerous individuals have shared similar experiences on various social media platforms, especially frustrating given the timing before New Year’s Eve. According to EU rail passenger rights regulations, rail operators are required to cover reasonable expenses in such situations, and Eurostar’s own policies promise additional compensation—75% of the ticket price in vouchers or 50% in cash—if a delay exceeds 180 minutes.
Eurostar clarified that the voucher was meant as an apology for the delay in processing claims and not as a complete settlement. However, an email accompanying the voucher indicated the closure of your case. The company suggested that the vouchers were intended as a satisfactory resolution, but acknowledged that those who were owed more could contact them to initiate the claims process again—a process that they admit is currently overwhelmed with outstanding claims.
Eventually, Eurostar acknowledged that I am entitled to just over €2,000 (£1,744) covering food, accommodation, transport, and compensation.
The company stated, “Our teams are diligently working through the backlog of cases as swiftly as possible. Reasonable expenses will be reimbursed in accordance with Eurostar’s policies and EU regulations.”
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