Eurostar Under Fire for Unfulfilled Refund Promises After Channel Tunnel Disruption
Thousands of travellers faced significant disruption last month when a sudden power failure struck the Channel Tunnel, leading to widespread cancellations and leaving passengers stranded across Europe. The incident, which occurred just before the New Year's Eve celebrations, has sparked considerable controversy as affected customers report difficulties in securing the refunds they were promised by Eurostar staff.
Passenger Ordeal Highlights Systemic Issues
One affected passenger, who was travelling with a party of four from Brussels to London, described a chaotic scene at Brussels station where all services were cancelled for a full 24 hours. Eurostar representatives advised stranded travellers to find their own accommodation and assured them that reasonable expenses for hotels, meals, and alternative transport would be fully reimbursed. However, the reality has proven far different from these initial assurances.
When attempting to rebook their journey through Eurostar's designated online portal, the passenger found no available seats for two consecutive days. Interestingly, the company's standard booking website showed available seats for the following day, suggesting that new customers may have been prioritised over those already stranded by the disruption.
Inadequate Compensation and Broken Promises
Forced to purchase new tickets at a cost of €1,230 (£1,072) through the regular booking system, the passenger submitted a comprehensive expenses claim as instructed. Instead of receiving the full reimbursement promised, they were sent a £120 travel voucher with an accompanying email stating their case had been closed. This represents just a fraction of the total amount owed, which Eurostar has since acknowledged exceeds €2,000 (£1,744) for accommodation, sustenance, transport, and statutory compensation.
Social media platforms have become flooded with similar accounts from other affected passengers, all reporting inadequate responses from Eurostar following the power outage that disrupted thousands of journeys during the busy holiday period.
Regulatory Obligations and Company Response
Under EU rail passenger rights regulations, rail operators are legally required to cover reasonable expenses when services are significantly disrupted. Eurostar's own terms and conditions explicitly state that passengers are entitled to additional compensation equivalent to 75% of their fare in vouchers, or 50% in cash, for delays exceeding 180 minutes.
The company has responded to criticism by describing the £120 voucher as merely an apology for delays in processing claims, rather than a final settlement. A spokesperson explained that they had hoped the vouchers would provide a "suitable resolution" but acknowledged that passengers owed greater amounts should contact them to restart the claims process. This admission reveals a system now overwhelmed with outstanding cases.
Ongoing Resolution Efforts
Eurostar has now confirmed that reasonable expenses will be reimbursed in accordance with both company policy and EU regulations. A company statement reads: "Our teams are continuing to work through the remaining cases as quickly as possible. Reasonable expenses will be reimbursed in line with Eurostar policy and EU regulations."
This incident raises important questions about passenger rights enforcement and corporate accountability during major transport disruptions, particularly during peak travel periods when the impact on travellers is most severe.
