Hundreds of Eurostar passengers faced a horrific start to the New Year celebrations, trapped on stationary trains overnight without working flushing toilets. The major disruption, unfolding during one of the year's busiest travel weeks, was caused by a critical power supply failure in the Channel Tunnel and a broken-down Le Shuttle train blocking the tracks.
A Night of Utter Chaos and Discomfort
The travel nightmare began on Tuesday, December 30, 2025, leading to mass cancellations across the network. While many were left stranded at stations, those who had already boarded their services faced a different ordeal. Passengers reported being stuck on trains for over six hours with non-flushing communal toilets after power was cut around 11pm.
One affected traveller, Francis Collings, described the scene at London's St Pancras International as "utter chaos", with crowds approximately 20 people deep desperately trying to board services before the cancellations were announced. Speaking to Sky News, he explained the confusion: "We're not entirely sure what's going to happen because there's a fault somewhere, we believe, in the tunnel, but we've also been told it's with the train."
Knock-On Delays and Desperate Passengers
Eurostar confirmed services resumed on Wednesday, December 31, but warned of continued knock-on delays and potential last-minute cancellations for routes to London, Paris, Brussels, and Amsterdam. The disruption has upended countless New Year's plans across Europe.
The chaos extended beyond the Eurostar terminals. Passengers using the Channel Tunnel's car transport service, Le Shuttle, also faced severe delays. One family returning from a minibreak told Metro they were stuck in their car at Calais for three hours after passport control, just three vehicles away from boarding. Their wait finally ended around 1pm with a tannoy announcement that prompted "loud cheers and honking" from exhausted drivers in the rainy weather.
Your Rights: Refunds and Compensation
For passengers impacted by the severe disruption, Eurostar has outlined several options:
- Free Exchange: Bookings can be exchanged for free to travel at a different time or date in the same class.
- E-Voucher: Cancel your booking and claim a voucher valid for 12 months from the date of the disrupted journey.
- Full Refund: Cancel and receive a refund for the ticket value (excluding booking fees). Requests are processed within 28 days, and claims must be made within three months of the planned travel date.
Passengers delayed overnight are entitled to hotel accommodation or reimbursement for the cost. For delays over 60 minutes, compensation is available, increasing with the length of the delay:
- Delays over 180 minutes (three hours) can warrant a refund of 75% of the ticket cost as an e-voucher, or 50% as cash.
Eurostar advises travellers to contact them directly to discuss funding for alternative travel, such as flights or ferries, as this is not guaranteed. Additionally, London North Eastern Railway (LNER) stated that customers who abandoned their journey at London King's Cross could return to their home station on the next available LNER service at no extra cost.
