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Old 8th January 2017, 21:58   #1
jonmorris0844
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Default Eurostar claim after arriving home over 60 minutes late

Anyone know what the process is for claiming against Eurostar when we were late on an inbound TGV at Lille earlier this evening?

It was all booked online via Disney and Eurostar and I am amazed that we, and probably a good 100+ others, we're booked from Disneyland Paris at 1553 with an arrival of 1707, and on a train to St Pancras at 1835. That's not even 30 minutes if the train was on time - which it wasn't. It arrived 20 minutes late and the Eurostar had arrived on the platform before we even got up the escalator to check in!

Frankly we couldn't have easily made it had it been on time given how many people had the same connection.

Going the other way, we had well over an hour to wait and obviously no security or passport checks.

Seems totally bizarre and staff appeared to act as if it was quite normal, giving us tickets for the next train. I'm bloody amazed we all got seats - with only a few at the back being put in first class.

Looking online it speaks of 25% back in the single ticket price, but implies it is when the Eurostar service is delayed. It wasn't (well only 6 minutes due to an additional stop at Ebbsfleet).
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Old 13th January 2017, 23:01   #2
jaapstam
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Quote:
Originally Posted by jonmorris0844 View Post
Anyone know what the process is for claiming against Eurostar when we were late on an inbound TGV at Lille earlier this evening?

It was all booked online via Disney and Eurostar and I am amazed that we, and probably a good 100+ others, we're booked from Disneyland Paris at 1553 with an arrival of 1707, and on a train to St Pancras at 1835. That's not even 30 minutes if the train was on time - which it wasn't. It arrived 20 minutes late and the Eurostar had arrived on the platform before we even got up the escalator to check in!

Frankly we couldn't have easily made it had it been on time given how many people had the same connection.

Going the other way, we had well over an hour to wait and obviously no security or passport checks.

Seems totally bizarre and staff appeared to act as if it was quite normal, giving us tickets for the next train. I'm bloody amazed we all got seats - with only a few at the back being put in first class.

Looking online it speaks of 25% back in the single ticket price, but implies it is when the Eurostar service is delayed. It wasn't (well only 6 minutes due to an additional stop at Ebbsfleet).
Hi jonmorris,

I have never tried this before, but just found this site for you. Maybe it helps?

https://faq.trainline.eu/article/168...n-compensation

Kind regards and good luck
Jaap Stam
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Old 15th January 2017, 18:35   #3
Oscar
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As the Trainline EU (ex-Capitaine Train) website says, you're entitled to 25% compensation according to the French compensation scheme. The form is here.
http://medias.sncf.com/sncfcom/pdf/g...ulaire_G30.pdf
If SNCF can process Eurostar booking references (I imagine so), then I would suggest applying for compensation from SNCF as the delay was on the TGV and Eurostar won't have access to the information on punctuality of SNCF services. But I think it's genuinely unclear whether you should claim from Eurostar or SNCF.
I think it's
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Old Yesterday, 16:10   #4
jonmorris0844
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I wrote to Eurostar and besides the 'thanks for your email' response have not heard anything as yet.

I am not unsure whether I should also proceed via SNCF, as I have given all my ticket details and a screenshot of the delayed service to Eurostar.
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