Holiday travel plans were thrown into disarray for hundreds of passengers after a major incident in the Channel Tunnel. An overhead power supply problem, followed by a failed Le Shuttle train, brought services to a halt, leading to widespread cancellations and significant delays on Tuesday 30 December 2025.
What are your rights if your Eurostar train is cancelled?
If your Eurostar service was cancelled or delayed by an hour or more, the company's customer charter grants you specific rights. You have three months to decide which of the following three options to take for your ticket.
Firstly, you can exchange your booking to travel at a different time or date in the same class. Alternatively, you can cancel and claim an e-voucher, valid for 12 months on eurostar.com. The third option is to cancel and claim a full refund for the ticket's value, though booking or exchange fees are not included. Eurostar states that refunds will be processed within 28 days.
Furthermore, if you travelled on the next available service the same day, you are also entitled to claim additional delay compensation.
Can you claim for overnight accommodation and food?
For passengers who were stranded overnight and unable to continue their journey on the day, Eurostar says it 'may' cover reasonable expenses incurred as a direct result. This can include the cost of overnight accommodation, food, transport between the station and your hotel, and even the cost of calling someone who was waiting for you at your destination.
To make a claim, you must fill out a form on the Eurostar website. Ensure you have your ticket details, all relevant receipts, and your bank information ready to submit.
What about drivers using LeShuttle?
The rules for those using the LeShuttle service for their vehicles differ. In the event of a cancellation, drivers are entitled to a full refund. However, the policy for delays is less generous. If you've waited for an hour or more, the offer is typically a voucher rather than a cash refund.
This situation highlights the importance of comprehensive travel insurance. A good policy can often help you claim for pre-booked hotels and activities that you missed due to the disruption, so it's crucial to check your coverage.
Official guidance and operator responses
The disruption prompted political reaction, with Shadow Transport Secretary Richard Holden calling on the government to ensure passengers are 'properly compensated' for the chaos.
Official Department for Transport guidance states that for delays of over an hour, operators should offer meals and refreshments where reasonable, plus accommodation and transport if an overnight stay is necessary. The DfT notes that during major incidents affecting a 'very large number of passengers', distributing refreshments may not be practical, and operators should implement alternatives like a voucher system.
In a related gesture, LNER announced that any customer who had to abandon their journey to London King's Cross on Tuesday due to the tunnel disruption can travel back home for free using the same ticket. Those deferring their Eurostar travel may also use their existing LNER ticket on a different day.
