UK: International high speed train operator Eurostar has agreed to make it clearer that passengers have a right to cash refunds for cancelled services, following an intervention by the Office of Rail & Road.
ORR said Eurostar’s service cancellation e-mails to passengers had provided prominent information about claiming an e-voucher, but it was not sufficiently clear that customers could claim a full refund instead.
‘It is important that train companies are up front with passengers about their rights and act responsibly to build passenger confidence’, said Stephanie Tobyn, Deputy Director for Consumers at ORR, on December 18. ‘We are pleased that Eurostar has committed to making changes to ensure it is being clear with its customers about these rights.’
Eurostar told Rail Business UK ‘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 e-mail with a direct link to our refunds page. This will make it simpler for customers to obtain a refund.’
Emma Gibson of passenger watchdog London TravelWatch said the change was ‘great news’ for passengers.
‘We were the first to raise the fact that passengers were entitled to a cash refund if their Eurostar service was cancelled, and to highlight Eurostar’s reluctance to publicise this, instead directing people to claim an e-voucher’, said Gibson. ‘We are glad that combined pressure from London TravelWatch and ORR has ensured passengers are much clearer about what they are entitled to when services are cancelled.’
