The Office of Rail and Road (ORR) has secured improvements from Eurostar to properly inform passengers of their right to cash refunds for cancelled services.
Eurostar’s website and service cancellation emails to passengers had provided prominent information about claiming an e-voucher for disruption but ORR did not consider that it was sufficiently clear that customers can claim a full refund.
Following a meeting on Thursday (17 December) with ORR, Eurostar has agreed to make the necessary changes in response to concerns from the regulator that its passenger communications may be misleading and unclear that a passenger can choose to receive a full refund rather than an e-voucher for cancelled services.
ORR is pleased that Eurostar has committed to providing more prominent messaging about the choice of a full refund or an e-voucher.
The regulator is remaining in conversation with Eurostar to ensure passengers who received a cancellation email have been treated correctly.
Stephanie Tobyn, Deputy Director for Consumers at ORR said: “Passengers are entitled to a full refund if their train service is cancelled. It is important that train companies are up front with passengers about their rights and act responsibly to build passenger confidence.
“We are pleased that Eurostar has committed to making changes to ensure it is being clear with its customers about these rights.”
In response, a statement from Eurostar says: “We have reviewed our communications to ensure that they are clearer for customers. If travellers are booked on a train that is cancelled, they will receive an email with a direct link to our refunds page. This will make it simpler for customers to obtain a refund when a train service is cancelled.”
Photo credit: Office of Rail and Road
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