Eurostar, the international high-speed rail service, has found itself embroiled in a significant controversy after a passenger revealed the company has paid just £120 towards expenses totalling £1,800. The dispute stems from a major incident last month when a power failure in the Channel Tunnel led to widespread cancellations, stranding thousands of travellers.
Passenger Outrage Over Unhonoured Claims
The aggrieved passenger, writing to the Guardian, expressed fury at Eurostar's handling of the situation. "Our party of four was stuck at Brussels station when all trains to and from London were cancelled for 24 hours," they explained. "Eurostar staff told us to find a hotel and handed out leaflets promising that accommodation, food, and transport costs would be refunded."
However, the passenger's subsequent experience has been far from satisfactory. They were directed to an online rebooking page that showed no availability for two days, while Eurostar's normal booking site displayed seats for the following day. This discrepancy suggests the company may have been prioritising new customers over those already stranded by the disruption.
Financial Impact and Inadequate Compensation
Faced with limited options, the passenger used the standard booking site to purchase new tickets at a cost of €1,230 (approximately £1,072). After submitting a comprehensive expenses claim covering these and other costs, they received only a £120 voucher redeemable against future Eurostar travel, leaving them significantly out of pocket.
"I submitted my expenses claim and all I've received is a £120 voucher to offset against future travel on Eurostar," the passenger stated, highlighting the substantial gap between their incurred expenses and the compensation offered.
Wider Passenger Frustration Emerges
This case is not isolated, with other travellers reporting similar frustrations. Ruby Sleigh, a 33-year-old London resident travelling to Brussels to spend New Year's Eve with her partner in Germany, experienced her own Eurostar ordeal. Her 7.04am service departed an hour late from London before eventually returning to the station.
"I'm just going to wait and see if I can get on another train today or I'll have to go tomorrow," she said at the time. "I've come to terms with it now, but it was one of those when they keep being like, 'it'll be fine' and then you're like, 'no, we're going backwards'."
Personal Plans Disrupted by Service Failure
Ms Sleigh, who doesn't see her partner often due to living in different countries, added: "We don't get to see each other that often, so we're just going to spend it together and meet some of their friends, but yeah, it would have been nice. I've been looking forward to this for a long time so it was super frustrating."
These accounts collectively paint a picture of significant passenger dissatisfaction following last month's major service disruption. The incident raises important questions about rail operators' responsibilities during unexpected cancellations and the adequacy of compensation mechanisms when travel plans are severely disrupted.
