Conditions of carriage
INTRODUCTION
Regulation (EC) No 1371/2007 of the European Parliament and of
the Council of 23 October 2007 on Rail Passengers' Rights and
Obligations ("PRR") and all relevant national laws apply to travel
on Eurostar train services. The PRR incorporates the Uniform Rules
for the Contract of International Carriage of Passengers by Rail
("CIV"). An electronic version of the PRR can be accessed via the
following external website:
http://eur-lex.europa.eu/LexUriServ/LexUriServ.do?uri=OJ:L:2007:315:0014:0041:EN:PDF
Eurostar train services are provided by Eurostar International
Limited in the United Kingdom, Société Nationale des Chemins de fer
Français ("SNCF") in France and Société Nationale des Chemins de
fer Belges ("SNCB") in Belgium (or their successors). For the
purposes of interpreting the PRR and the CIV as it applies to
Eurostar train services, the "carrier" (as defined in the PRR and
the CIV) is Eurostar International Limited in the U.K., SNCF in
France and SNCB in Belgium.
These conditions and the documents incorporated by annexure or
reference are Eurostar International Limited's Conditions of
Carriage, and apply to your use of Eurostar train services. These
Conditions of Carriage have effect until further notice. Where
there is any inconsistency between these Conditions of Carriage and
the mandatory requirements of the PRR, the PRR will prevail. Where
there are any inconsistencies within these Conditions of Carriage,
the condition more favourable to the passenger will apply. If any
part of these Conditions of Carriage is found to be invalid or
unenforceable, that shall not affect the validity or enforceability
of the remainder, which shall remain in force to the fullest
possible extent.
SECTION 1 - CONDITIONS OF CARRIAGE RELATING TO PASSENGERS
TICKETS
1. Your Contract
A ticket that has been issued to you is evidence of a contract
between you and the railway operating company whose trains you have
the right to use under the contract. If the ticket authorises use
of the trains of more than one railway operating company, it
evidences a separate contract between you and each of those railway
operating companies for each relevant railway service it provides
or, where the conditions of carriage of the relevant railway
operating companies so specify, a contract for successive railway
services operated by one or several railway operating companies.
Each contract consists of the conditions of carriage of the railway
operating company taking part in the performance of the contract
and, subject to paragraph 17, the specific data indicated on your
ticket.
2. You need a valid ticket to travel on Eurostar
2.1 You must hold a valid ticket or authority to travel on
Eurostar train services.
2.2 Any required alterations to the class or ticket type must be
made and paid for before your journey commences. If you travel
without a valid ticket, or in the wrong class, or on a discounted
ticket for which you are ineligible, you will be charged on the
basis of the full fare applicable to the train, journey and class
in which you are travelling as at the date of your journey. No
railcard or railpass reductions will be allowed. A refund may be
available on the original ticket held depending on the ticket
type.
3. Conditions on which tickets are issued
3.1 Tickets are issued subject to these Conditions of Carriage,
the PRR and the CIV (as far as they are applicable), applicable
laws and regulations, all safety and other regulations applicable
to travel through the Channel Tunnel, and the terms of the byelaws
and conditions set out in our notices and other publications, which
are issued from time to time, including any restrictions or
conditions applicable to the fare type purchased.
3.2 Where we issue tickets which are valid for Eurostar train
services and/or other services we do so for:
3.2.1 Eurostar train services, as principal in relation to the
part of the services which we provide and as agents for SNCF and
SNCB (or their successors) in relation to the part of the services
which they provide; and/or
3.2.2 other services, as agents for the providers of those
services.
Where we issue tickets as agents for another provider, the
byelaws and conditions of carriage of that provider apply to your
use of its services. Please refer to the other operator for further
details.
3.3 If you purchase a ticket or series of tickets which include
travel on a service other than a Eurostar train service, then
subject to paragraph 3.4, our contract with you is limited to the
part (if any) of your journey which is on the Eurostar train
service. Your contract(s) for the parts of your journey which are
not on the Eurostar train service will be governed by the byelaws
and conditions of carriage of the other operators involved. The PRR
and the CIV may not apply to the other parts of your journey: you
should check with the other carriers concerned for details.
3.4 Eurostar is working with other carriers to establish through
tickets, permitting a single contract of carriage for travel on the
services of Eurostar and the other carrier(s), with the byelaws and
conditions of carriage applicable to each carrier applying to the
part of the journey on their respective trains. In these cases one
or more tickets if issued at the same time and place for the same
journey can form a single contract and will constitute a "through
ticket". Through tickets including Eurostar train services are
restricted to services between London St Pancras International
Station, Ashford International Terminal or Ebbsfleet International
Terminal and the following:
3.4.1 any Belgian station;
3.4.2 any Dutch station; and
3.4.3 any French station listed on the booking facility on our
website: www.eurostar.com,
and to such other through ticket journeys as we publish from
time to time on our website: www.eurostar.com.
3.5 If your ticket entitles you to obtain any goods or services
from another person, your ticket is also subject to the conditions
set out in the notices and other publications issued by that
person. Copies of our notices and other publications are available
from points of sale and copies of the notices and other
publications issued by any other person that is to provide you with
goods or services are available from that person.
3.6 We reserve the right not to sell certain types of ticket, or
tickets to particular destinations, and to restrict the
availability of certain fares. We also reserve the right not to
provide you with Eurostar train services (including, where the
circumstances set out in paragraph 40 and/or paragraph 41 apply),
after you have paid for Eurostar train services.
3.7 Details of the conditions and restrictions applicable to
particular ticket types or fares are published on our website:
www.eurostar.com.
4. Specific conditions for Electronic Tickets
We may issue you with an electronic ticket instead of a paper
ticket. Electronic tickets will be sent to your nominated email
address or can be accessed via our website: www.eurostar.com. You
must print out your electronic ticket and show it to a member of
our staff at the check-in booths or scan the barcode on the
electronic ticket at the automatic gates prior to travel on
Eurostar train services. Any reference in these Conditions of
Carriage to a "ticket" includes a paper ticket and an electronic
ticket unless specifically stated otherwise. If you abuse the
e-ticketing systems you may not be permitted to continue to use the
e-ticketing systems and home printing functions.
5 Children's tickets
5.1 Children aged under 4 for whom no seat on a Eurostar train
is required may be carried free, without the need for a ticket.
Children aged 4 to 11 years inclusive (up to and including the
child's 12th birthday), and younger children for whom a seat on a
Eurostar train is booked, will pay the child's fare of the class in
which they travel.
5.2 Young persons past their 12th birthday travelling on a
Eurostar train must be in possession of an adult ticket, but there
may be special offers made for youth fares.
5.3 A child's age for the purpose of these Conditions of
Carriage is that applicable on the first day of the outward
journey.
5.4 The carriage of children under 4 years old free of charge,
shall, at our discretion, be limited to one per adult on busy
trains.
5.5 Children up to and including the age of 11 years are not
permitted to travel on a Eurostar train unless accompanied by a
competent person of at least 16 years of age. Where the
accompanying competent person is not the child's parent or legal
guardian, the child must have in his or her possession throughout
the journey (and produce for inspection on request) the written
consent of his or her parent or legal guardian to the journey.
5.6 Young persons aged between 12 and 15 inclusive may travel
unaccompanied on a Eurostar train but must have in their possession
throughout the journey (and produce for inspection on request) the
written consent of their parent or legal guardian to the
journey.
5.7 All children travelling on Eurostar train services must have
a valid passport or other valid travel documents in their own name
or be named on the passport or other valid travel documents of the
adult accompanying them, and have all necessary visas or other
immigration documents which the child needs for every country
through which the child's journey passes.
VALIDITY OF TICKETS
6. Tickets for specific times
6.1 A Eurostar ticket is only valid for travel on the date and
on the train displayed on the ticket. No open dated Eurostar
tickets will be issued. If you board any train other than the one
specified on your ticket you will have to pay the full fare
applicable to the train, journey and class in which you are
travelling. No railcard or railpass reductions will be allowed. A
refund may be available on the original ticket held depending on
the ticket type.
6.2 You must not occupy any seat other than the one shown on
your ticket, except where you have been requested to do so by, or
received permission to do so from, a member of our staff.
7. Ticket Exchanges
Tickets may only be changed if the particular fare type allows
it. Any change of ticket to a different date (or other change to
any of the details of a ticket) must be made in accordance with the
conditions applicable to that particular fare type.
USE OF TICKETS
8. Breaking a journey at intermediate stations
8.1 Stop-overs en route, other than those necessary for
transfers, are not permitted. If you break your journey, you will
not be entitled to continue it later.
8.2 Tickets for Eurostar train services do not include the cost
of travel between different stations in any one city.
9. Validation
Before boarding a Eurostar train, you must validate your ticket
at the automatic gates or at the check-in booths.
10. When you are making a journey and have to change trains
If you have to change trains on a journey you are making, you
will be responsible for transferring yourself and your luggage
between the trains and, if necessary, between stations. When
booking your journey you shall ensure that you allow sufficient
time for any such transfer. Details of recommended minimum
connection times are published on our website:
www.eurostar.com.
11. If you travel to a station different to that specified on
the ticket
If you wish to use your ticket for a station other than the one
for which it is valid you will have to pay the appropriate full
fare for the additional portion of the journey. No railcard or
railpass reductions will be permitted.
12. You may not transfer your ticket to anyone else
Tickets already partly used, or made out in a passenger's name,
are non-transferable and may only be used by the person for whom
the ticket has been purchased. Tickets may not be offered for sale
except by Eurostar International Limited or its authorised agents.
If a ticket is resold or transferred for profit or other commercial
gain, it will become invalid and the holder may be refused access
to the Eurostar train.
13. Withdrawal of tickets
Tickets remain our property and if you fail in any material
respect to comply with any condition governing its use, your ticket
may be withdrawn or invalidated by our staff or agents. If a ticket
is withdrawn or invalidated by our staff or agents you will be
refused permission to travel and/or continue your journey and no
refunds will be issued for any used portion of your ticket.
14. Audit Requirements
Our staff may retain tickets for audit purposes. If we do this,
we will provide you with replacement tickets or receipts as
appropriate.
PASSENGER RESPONSIBILITIES
15. Please check tickets and change at the time of issue
At the time you purchase a ticket, you should ensure that it is
for the journey you wanted and that, if applicable, you have
received the correct change. You should draw any apparent errors to
the attention of our staff at the point of sale where you bought
your ticket (or at another point of sale to which we direct you) as
soon as possible. We can only consider claims made if you provide
reasonable supporting evidence of an error. You are not entitled to
any reduction in the fare once you have purchased your ticket.
16. Make sure that you are on the correct train and that you get
on and off at the correct station
You are responsible for making sure that you come to the
appropriate Eurostar station, join the correct train and that you
get off at the correct station. We will not be responsible for any
loss or delay caused as a result of you coming to an incorrect
station, joining the wrong train or getting off at the wrong
station, unless such loss or delay is due to our negligence or the
negligence of our staff or agents.
17. Make sure that you check the times for your train prior to
travel
The train time displayed on your ticket or in our timetables may
change between the date you purchase your ticket and the date you
actually travel, for example due to engineering works or other
incidents. We do not guarantee the train times to you and they do
not form part of your contract of carriage with us. It is your
responsibility shortly before you travel to check for any changes
to the timings for your train. Where there are changes in the
published train times after you purchase your ticket but before
your date of travel, you may decide not to travel and then you can
either claim a refund in accordance with paragraph 31 or subject to
availability, exchange your ticket for a different Eurostar train
service in the same class of travel as stated on your original
ticket.
18. Make sure you allow enough time to catch your train
You must allow at least 30 minutes, or other minimum period
which we may specify from time to time, in order to check in for a
Eurostar train. If you arrive after this minimum period, you may
not be allowed to board your train. Disabled persons or persons
with reduced mobility who require assistance from our staff must
arrive at the station at least 60 minutes prior to the departure
time.
19. Make sure that you have a valid passport with you when you
travel
You are also responsible for ensuring that you are in possession
of a valid passport or other valid travel documents when you
travel, and that you have obtained all necessary visas or other
immigration documents which you need for all countries through
which your journey passes. If you attempt to travel without a valid
passport or other necessary travel documents you may not be allowed
to board the train. In such circumstances a refund or exchange is
only available where the ticket type allows.
20. Please keep your ticket ready to show or hand over
Tickets must be shown (together with any railcards or other
supporting documents where they are required) and/or handed over
upon request to a member of our staff or the staff of any carrier
on whose service you undertake your journey. You will be required
to provide appropriate personal identification upon demand. If you
fail to do so you will be charged on the basis of the full fare
applicable to the train, journey and class in which you are
travelling. You must hold a valid ticket throughout your entire
journey and retain your ticket until leaving the destination
station.
21. If your ticket is defaced or damaged
If a ticket has become spoiled, or tampered with, or altered in
any way, or if you have been issued with an electronic ticket and
the barcode on the electronic ticket is not readable, then the
ticket is not valid for travel. The holder must return it and we
may issue a replacement ticket on payment (except where the
spoiling, tampering, alteration or faulty barcode is the result of
our negligence) of an administrative charge of £15.00. However, we
reserve the right to refuse to issue a replacement ticket where it
is reasonable for us to do so: normally this will only occur in the
case of suspected fraud or where we consider there may be security
implications.
22. If your ticket is lost, stolen or mislaid
The safekeeping of your ticket is your responsibility. If you
lose or mislay a ticket (or a portion of a ticket) or a ticket (or
portion) is stolen while it is in your possession we may issue a
replacement ticket (or portion) on payment (except where the loss,
theft or mislaying is the result of our negligence) of an
administrative charge of £15.00. We will not make a refund for any
such ticket (or portion), except where the loss, theft or mislaying
is the result of our negligence.
23. Assistance for Disabled Passengers and Persons with Reduced
Mobility
If you are a person with a disability or if you have reduced
mobility, you are requested to notify us at least 48 hours prior to
your departure by calling our Contact Centre if you require any
assistance. Eurostar's Access Rules, information on how to get in
touch with the Contact Centre and other travel information for
disabled passengers are published on our website:
www.eurostar.com.
24. Smoking Restrictions
24.1 You are not allowed to smoke while on board a Eurostar
train.
24.2 You are not allowed to smoke in any Eurostar Terminal
Building in any country, or in any station or adjacent areas as
indicated by signs in those areas.
25. Compliance with Eurostar's Instructions, Customs and
Security Requirements
You must follow all of the instructions given by our staff, the
station managers' staff and the infrastructure managers' staff. You
must also ensure that you comply with all relevant security,
customs and immigrations requirements and the requirements of any
other administrative authorities.
GROUP TRAVEL
26. Minimum Group Size
To benefit from a "group" fare, a group must consist of at least
10 fare-paying passengers.
27. Group Leader
Groups must have a nominated leader. This person will be
responsible for carrying out any special obligations placed upon
him/her by us or SNCF or SNCB (or their successors). The principle
of free places for group travel does not apply on Eurostar train
services.
28. Group Check-in
Members of a group must check-in together (unless individual
tickets have been issued), travel together throughout by the same
train(s), and in the same class. We may refuse to allow a group to
benefit from a "group" fare when the members of the group do not
have the same reason for travelling.
29. Advance Bookings
We can accept requests for group reservations up to 120 days in
advance. There will be limited capacity available and the ability
to make reservations will be subject to availability.
30. Additional Services
The supply of additional services for groups such as catering
shall be by mutual agreement between us and the nominated group
leader.
REQUESTING REFUNDS ON TICKETS, TRAIN SERVICE DISRUPTION &
PERSONAL INJURY
31. Refund Conditions
31.1 If for any reason other than a delay or cancellation of the
train you planned to catch, you elect before you were ticketed to
depart not to use your ticket (or a portion of your ticket), the
person who has paid for that ticket (or portion) may request a
refund on that ticket (or portion) upon its complete surrender,
provided the type of ticket purchased is refundable. Refunds on any
such ticket (or portion) will be issued by the point of sale from
which the ticket was purchased (or from another point of sale to
which we or our agents direct you) or from our Contact Centre (for
contact details, see our website www.eurostar.com) and will only be
issued where the conditions of the particular fare type allow. Any
request for a refund must be accompanied by all the tickets
concerned (including copies of all electronic tickets). Receipts
for tickets cannot be considered for refund. No refund will be
given where the ticket has been so damaged or defaced as to prevent
the reading of essential details such as route, date, class,
booking reference, fare etc.
31.2 If the ticket was paid for with a credit card or charge
card, any refund will be made by the issue of a credit voucher
against that credit card or charge card. If the ticket was paid for
with a warrant, the warrant account holder's account will be
credited accordingly. If the ticket was paid by Business Credit
Account, the account will be credited accordingly. Otherwise, the
refund will be made in cash, bank transfer or by cheque at our
discretion.
32. Refunds for delayed or cancelled trains
32.1 This paragraph 32 applies where cancellation or delays
affecting train services covered by your transport contract with
Eurostar mean that it is reasonably expected that there will be a
delay in your reaching your final destination under that contract
of more than 60 minutes. This paragraph 32 applies subject to
paragraph 35.
32.2 Where this paragraph 32 applies you shall have the choice
between:
32.2.1 continuing your journey to the final destination under
the contract, with re-routing where necessary, under comparable
transport conditions at the earliest opportunity. In this case
compensation under paragraph 33 may apply; or
32.2.2 continuing your journey to the final destination under
the contract, with re-routing where necessary, under comparable
transport conditions at a later date; or
32.2.3 deciding not to travel or to continue your journey. In
this case, you will be entitled to a full refund on the unused
portion of your ticket to the extent covered by the contract with
us and on the used portion of your ticket to the extent covered by
the contract with us if your journey no longer serves any purpose
for you having regard to your original travel plan, provided that
you provide supporting evidence, where appropriate, that your
journey no longer serves any purpose for you and you cancel your
ticket in accordance with our instructions.
32.3 Where you have decided not to continue your journey under
paragraph 32.2, we will offer a return service to your first place
of departure and in the same class of travel as stated on your
ticket at the earliest opportunity.
32.4 If, instead of claiming a refund, you elect to continue
your journey at a different time, you must contact one of our
points of sale and we will, subject to availability and comparable
transport conditions, issue you with a new ticket to allow you to
complete your journey under your transport contract with us at a
later date up to twelve months after the original delay or
cancellation.
33. Liability for Delay
33.1 This paragraph 33 applies where cancellation or delays
affecting train services covered by your transport contract with
Eurostar mean that you experience a delay between the place of
departure and destination under that contract as stated on the
ticket of more than 60 minutes and you do not choose under
paragraph 32 either to continue your journey at a later date or to
be reimbursed your fare. This paragraph 33 applies subject to
paragraph 35.
33.2 Where this paragraph 33 applies, and the delay occurs on
the Eurostar train service, you will have a choice between:
33.2.1 for a delay of 60 - 119 minutes, either a refund of 25%
of the fare as required by the PRR or the choice of:
(i) a voucher for a 50% discount on a return Eurostar journey;
or
(ii) a voucher for a one way Eurostar journey,
in accordance with Eurostar's Compensation Policy; and
33.2.2 for a delay of 120 minutes or more, either a refund of
50% of the fare as required by the PRR or a complimentary return
Eurostar journey voucher in accordance with Eurostar's Compensation
Policy.
The Eurostar travel vouchers offered under this clause are only
available for travel on Eurostar train services between London,
Ashford, Ebbsfleet, Paris, Brussels, Calais and Lille and are for
the same class of service you travelled in for the journey the
subject of the delay. You are not permitted to claim both under the
PRR entitlement and the Eurostar Compensation Policy in respect of
the same journey.
33.3 Where this paragraph 33 applies, you are traveling on a
through ticket (as defined in paragraph 3.4) and the delay is not
on the Eurostar train service, you will be entitled to compensation
as follows:
33.3.1 where Article 17 of the PRR applies to the delayed
service:
(i) for a delay of 60 - 119 minutes, a refund of 25% of the fare
as required by the PRR; and
(ii) for a delay of 120 minutes or more, a refund of 50% of the
fare as required by the PRR.
You may also be able to claim alternative compensation under the
other carrier's conditions of carriage, but you may not claim both
your PRR entitlement and the alternative compensation entitlement
for the same journey; and
33.3.2 where Article 17 of the PRR does not apply to the delayed
service, your entitlement will be in accordance with the other
carrier's conditions of carriage.
33.4 Where you elect to be refunded a proportion of the fare,
this will be calculated based on the price actually paid by you for
the leg of the journey subject to the delay. Where the contract is
for an outward and a return leg, the fare for each leg shall be
calculated as half the price of the aggregate fare for the outward
and the return leg. Where a contract is for more than an outward
and return leg, the fare for the affected leg shall be calculated
in proportion to the aggregate price of the legs covered by the
contract. Where your chosen journey requires you to change trains
during your journey, each different train service is considered a
separate leg of the journey, so that for example a journey from
London to Paris and then from Paris to Montpellier would consist of
two separate legs. Where you travel as part of a travel package
which does not include a ticket price allocated to the leg of the
journey subject to a delay, the fare shall be based on such amount
as we reasonably specify reflecting the payment received by us in
respect of your travel on that leg of the journey.
33.5 In the case of a delay of 60 minutes or more, we will take
reasonable and proportional action to assist you. As far as
reasonably possible and having regard to the waiting time, this
action may include the provision of refreshments and meals where
available.
33.6 You will not be entitled to compensation under paragraph 33
where you are informed of a delay before you purchase your ticket
or where a delay due to re-routing or continuation on a different
service remains below 60 minutes.
34. Liability in case a journey cannot be continued the same
day
34.1 This paragraph 34 applies where cancellations or delays to
trains or missed connections mean your journey cannot be continued
the same day or continuation of the journey on the same day could
not reasonably be required under the circumstances. This paragraph
34 applies subject to paragraph 35.
34.2 Where this paragraph 34 applies, we will refund you the
reasonable costs of notifying persons awaiting you and we will
either provide reasonable overnight accommodation including any
necessary transfers or
refund the reasonable costs of overnight accommodation including
any necessary transfers.
35. Relief from Liability for Delay, Exemptions and Through
Tickets
35.1 We will not be liable to you under paragraph 32, 33 or 34
when the cancellation, late running or missed connection is
attributable to one or more of the following causes:
35.1.1 circumstances not connected with the operation of the
railway which we, in spite of having taken the care required in the
particular circumstances of the case, could not avoid and the
consequences of which we were unable to prevent;
35.1.2 fault on your part; or
35.1.3 the behaviour of a third party which we, in spite of
having taken the care required in the particular circumstances of
the case, could not avoid and the consequences of which we were
unable to prevent; another undertaking using the same railway
infrastructure shall not be considered a third party.
35.2 In addition, we will not be liable to you under paragraph
32 or 33 in so far as any delay, cancellation or missed connection
is due to transport services:
35.2.1 which are wholly performed outside the territory of a
Member State of the EU, Switzerland and Norway;
35.2.2 which are performed partly outside the territory of a
Member State of the EU, Switzerland and Norway, provided that the
delay occurs outside those states;
35.2.3 which are exempted from the PRR;
35.2.4 which do not form part of the contract of carriage;
and/or
35.2.5 by sea or on inland waters.
35.3 Paragraphs 32, 33 and 34 are intended to fulfil our
obligations to provide compensation under Articles 16 and 17 of the
PRR and Article 32 of the CIV and do not create any entitlement to
double recovery.
35.4 Where your claim under paragraph 32 or 33 is in respect of
a through ticket as described in paragraph 3.4, then:
35.4.1 under paragraph 32, compensation will be assessed based
on the delay to the combined through ticket journey leg: where the
delay occurs on the Eurostar train service, it will be compensated
in accordance with these conditions and where it occurs just on
train services provided by other carriers, it will be compensated
in accordance with the PRR (where Article 16 of the PRR apply to
those other services) or the conditions of the other relevant
carriers (where Article 16 of the PRR does not apply or where you
exercise an enhanced entitlement under the relevant other carrier's
conditions);
35.4.2 under paragraph 33, compensation will be assessed based
on the delay between the departure and destination stated on the
relevant ticket. Where this comprises a leg of a journey provided
by us and by another carrier(s) under a single transport contract,
where the delay occurs on the Eurostar train service, it will be
compensated in accordance with these conditions and where it occurs
just on train services provided by other carriers, it will be
compensated in accordance with the PRR (where Article 17 of the PRR
apply to those other services) or the conditions of the other
relevant carriers (where Article 17 of the PRR does not apply or
where you exercise an enhanced entitlement under the relevant other
carrier's conditions); and
35.4.3 where as referred to in paragraphs 35.4.1 or 35.4.2 the
delay occurs on another carrier's services and either the relevant
Article of the PRR does not apply or you wish to exercise an
enhanced entitlement under the other carrier's conditions, you
should direct your claim to the other carrier. If the PRR does
apply to the delayed service and you wish to claim under your PRR
entitlement (and not under any enhanced entitlement under the other
carrier's conditions), you may present your claim to us or to the
other carrier.
35.5 If you experience delay, missed connections or
cancellations in relation to train services which are neither
Eurostar train services nor covered by a through ticket as
described in paragraph 3.4, you should direct your claim for
compensation to the relevant other carrier(s).
36. Handling of Refunds and Compensation
36.1 We will provide you with confirmation of a delayed Eurostar
train service upon your request. You must make your claim for
compensation for delay under the PRR within two (2) months of the
date of delay by presenting the original ticket to us along with
the confirmation of the delay. Claims for compensation in
accordance with Eurostar's Compensation Policy as set out in
paragraph 33.2 must be made and used within twelve (12) months of
the date of the incident.
36.2 As a general rule, we will pay any refunds and/or
compensation you are entitled to in the form of travel vouchers
which are valid for one year from the date of the incident. Upon
your request, any refund or compensation you are entitled to under
the PRR can be paid in money in a form chosen by us.
36.3 We will aim to process your refunds and/or compensation
request within one (1) month of receipt of your request by our
Traveller Care department (for contact details, see our website
www.eurostar.com). We will not reimburse you for any claims under
€4. Refer to paragraph 57 for further details of the complaints
process.
37. Exclusion of Liability
Except as set out in paragraphs 32, 33, 34 and 38, we are not
liable to you for any cost, loss, damage or expenses, including but
not limited to any consequential loss or damage, resulting from the
cancellation or late running of a train, missed connection or poor
service for any reason (including where due to our negligence).
38. Unavailability of Seats
If a seat is not available for any reason and you have to stand
for all or a significant part of the journey, we will compensate
you in accordance with our compensation policy and applicable
guidelines.
39. Personal Injury
Our liability to you in relation to death and personal injury is
subject to the CIV and any applicable national laws.
SECURITY AND SAFETY
40. Security Checks
In the interests of the safety and security of all our
passengers, security checks (including, without limitation,
security searches) on you and your luggage may be carried out by
our staff or agents or the security and border control authorities
before you are permitted to board any Eurostar train and while you
are aboard the train (please note that references to "luggage" in
these Conditions of Carriage refers to luggage and/or its
contents). You must cooperate with our staff and agents and with
the security and border control authorities in relation to these
checks. By purchasing a ticket and accepting these Conditions of
Carriage, you consent to such checks being carried out on you and
your luggage. Any failure to cooperate may result in your being
denied access to the train or in your being delayed or detained
when you wish to leave the train. We will not be responsible either
in contract, tort or otherwise for any loss or damage you may
suffer or for the consequences of any delay if you fail to comply
with your obligations under this paragraph, or for any loss or
damage to your luggage arising from security checks. If you are
denied access to your train as a result of security checks you will
not be entitled to a refund of any carriage charge or any charge
for the carriage of registered luggage.
41. Exclusion from Carriage
41.1 If, while you are on board the Eurostar train service or at
any railway premises, we reasonably believe that you:
41.1.1 or your luggage present a danger for the safety and good
functioning of our operations;
41.1.2 or your luggage have or will put the train, or any person
in it, in danger;
41.1.3 failed to obey the instructions of our staff relating to
safety or security;
41.1.4 failed to obey no-smoking signs;
41.1.5 committed a criminal offence;
41.1.6 allowed your physical or mental state to become affected
by alcohol or drugs;
41.1.7 made a hoax bomb or other security threat;
41.1.8 threatened, abused or insulted our staff or other
passengers;
41.1.9 behaved in a threatening, abusive, insulting or
disorderly way towards our staff or other passengers; or
41.1.10 behaved in a way which causes discomfort, inconvenience,
damage or injury to our staff or other passengers,
then our staff may refuse to allow, or refuse to continue to
allow, you to access our premises or the Eurostar train services,
or if you are already on board the Eurostar train service, our
staff may refuse to allow you to continue your journey on the
Eurostar train service. We reserve the right to report the
incident(s) to the relevant authorities, where appropriate, with a
view to them prosecuting you for any criminal offences you might
have committed.
41.2 Where our staff so refuse access to railway premises or the
Eurostar train service, you will not be entitled to a refund of any
carriage charge or any charge for the carriage of registered
luggage.
42. Wheelchair users
For safety reasons, access to Eurostar trains by persons
confined to wheelchairs is limited to two (2) per train, travelling
in the special areas provided. If you are normally confined to a
wheelchair but do not declare this at the time of booking and do
not reserve a seat in the special areas provided, you may be
refused access to the train.
SECTION 2 - CONDITIONS OF CARRIAGE RELATING TO LUGGAGE, ETC
ACCEPTANCE OF LUGGAGE
(Please note that, as set out in paragraph 40, references to
"luggage" in these Conditions of Carriage refers to luggage and/or
its contents).
43. Conditions of Acceptance of Luggage
We will accept the carriage of your luggage subject to:
43.1 these Conditions of Carriage (including, without limitation
the conditions in this Section 2);
43.2 the byelaws and conditions of SNCF and SNCB (or their
successors), or any other company, body or person who accepts that
luggage for carriage;
43.3 prior security screening and/or searching by our staff or
agents; and
43.4 when you send your luggage for carriage as registered
luggage, compliance with our registered luggage terms and
conditions.
44. Permitted Quantity of Luggage
You may take with you without charge when you travel on Eurostar
trains up to two (2) large suitcases or rucksacks plus one small
piece of hand luggage (handbag, small rucksack, folding baby's
buggy etc.), provided you can easily carry such articles and they
can be fitted into the luggage spaces provided. If you wish to take
any items you cannot easily carry and/or additional items we may,
at our discretion, either levy a charge in respect of such items or
require you to pay to send them through our registered luggage
service.
45. Accompanied Bicycles
If you can fold or dismantle your bike and place it in a bike
bag which is no bigger than a large suitcase with the saddle,
handlebars and wheels removed, you can carry it on board as part of
your permitted quantity of luggage.
46. Prohibited and Controlled Luggage
You may not take with you as accompanied luggage on Eurostar
trains:
46.1 articles subject to prohibition and restriction and
included in Appendix 1;
46.2 articles being carried for or on behalf of a third party
for commercial gain;
46.3 articles for which we would otherwise make a separate
charge;
46.4 articles which are forbidden by customs authorities or
other government agencies;
46.5 bicycles or other items that are large or have sharp edges,
which would constitute a safety hazard to other passengers on
stations or within the passenger carriage; and/or
46.6 alcoholic beverages in excess of limits which we advertise
and/or designate for any period (which may include a total ban on
alcoholic beverages). We may confiscate and destroy any such
alcoholic beverages carried during such period without any
liability to you.
47. Labelling of Luggage
All your luggage must be clearly labelled with your name, seat
number and destination station. Conflicting labels should be
removed or obliterated. The luggage must remain under your close
control throughout the journey and be available for inspection by
the security and border control authorities at all times.
48. Our liabilities
48.1 Accompanied Luggage: You are responsible for supervising
luggage and articles which you carry as accompanied luggage and any
animals which accompany you. Subject to the PRR and the CIV, we are
not liable for any loss or damage to articles, accompanied luggage
or animals for which you are responsible unless:
48.1.1 that loss or damage was caused as a result of our
fault;
48.1.2 when you loaded and stowed your luggage for carriage that
loss or damage was of a type and extent that we should reasonably
have contemplated resulting from that carriage (for the avoidance
of doubt and without limitation, loss resulting from the absence or
inadequacy of packing, the special nature of the luggage or the
loading and stowing of items not acceptable for carriage is not
loss of that type and extent); and
48.1.3 your loss is not related to your or your employer's
business or another remunerative opportunity (including, for the
avoidance of doubt and without limitation, any loss of profits or
increase in business costs, any failure to obtain, or loss of a
commercial opportunity regardless of whether that opportunity arose
in the normal course of business, and any costs associated with any
disruption to your business).
In any event, our maximum liability to you for total or partial
loss or damage to articles, hand luggage or animals is capped at
the amount set out in Article 34 of the CIV and is subject to your
providing us with receipts evidencing any loss or damage.
48.2 Registered Luggage: We and you are liable in accordance
with the CIV and the PRR for any loss or damage which you sustain
which results from us carrying your luggage as registered luggage.
However, we are not liable unless:
48.2.1 when you registered your luggage for carriage that loss
or damage was of a type and extent that we should reasonably have
contemplated resulting from that carriage;
48.2.2 that loss or damage is not related to your or your
employer's business or another remunerative opportunity (including,
for the avoidance of doubt and without limitation, any loss of
profits or increase in business costs, any failure to obtain, or
loss of a commercial opportunity regardless of whether that
opportunity arose in the normal course of business, and any costs
associated with any disruption to your business); and
48.2.3 that loss or damage is not the result of the criminal or
negligent act of a third party.
48.3 If you elect to use our registered luggage service you will
be required to comply with our registered luggage terms and
conditions, a copy of which is available upon request.
49. Your liabilities
49.1 If you bring any articles, luggage or animals on to our
premises or on to our trains you will be responsible for any
injury, damage or loss caused as a result of your failure to take
reasonable care of it or them (including, without limitation, by
your failure to remove any luggage from our premises or our trains
at the end of your journey).
49.2 You must comply fully with any requirements of the security
and border control authorities in any jurisdiction in relation to
your luggage.
50. Examination and destruction of luggage
We may open and examine the contents of any luggage you leave on
our trains or premises (including luggage left unattended), before
removing such luggage to a secure place. We may, without any
liability, remove and/or destroy any luggage and/or any other
property which might in our opinion present a security risk or
cause injury or inconvenience to persons or damage to property.
51. Found items
You may not regard any item which you find on our premises or
trains as belonging to you and must hand over any such item
immediately to a member of our staff (or, in the case of money, to
the British Transport Police) for safekeeping.
52. Charges/Liability for lost property
We may make a reasonable charge for the return of lost or
unclaimed luggage or other lost property to the owner, depending
upon the type of article and the period during which we have held
it before it is claimed. Subject to paragraph 53 and subject as
provided in paragraph 48.1 in respect of accompanied luggage and in
paragraph 48.2 in respect of registered luggage, we are not liable
for any loss or damage which you sustain in respect of lost or
unclaimed luggage or other property.
53. Disposal of unclaimed luggage
All items of lost or unclaimed luggage or other lost property
which have not been claimed by the owner within twenty eight (28)
days of being found will be regarded as having been abandoned. Once
they are regarded as abandoned, they may be sold or otherwise
disposed of and the proceeds of the sale will be retained by us or
otherwise dealt with by us at our discretion. Perishable articles
may be disposed of earlier. Any costs of return of items will be
borne by the owner.
54. Additional conditions for left luggage
Left luggage conditions are exhibited at stations where a locker
or other facility is offered. Unclaimed left luggage will be dealt
with in a similar manner to lost or unclaimed luggage, as set out
in paragraphs 52 and 53 above.
SECTION 3 - GENERAL
55. Animals
We allow guide and assistance dogs (in accordance with all the
requirements of the PETS Scheme), but we do not allow passengers to
bring any other animals on board any Eurostar service as hand
luggage, registered luggage or otherwise. For safety reasons,
access to Eurostar trains by persons travelling with a guide or
assistance dog is limited to four (4) per train. If you travel with
a guide or assistance dog but do not declare this at the time of
booking, you may be refused access to the train.
56. Car Parking
The conditions governing the parking of motor vehicles and
bicycles are available for inspection at our stations where this
facility is offered.
57. Complaints
Any complaints should be addressed to our Traveller Care
department in writing(for contact details, see our website
www.eurostar.com). We will endeavour to acknowledge receipt of all
complaints within one (1) month of receiving them. Where
appropriate, we will pass the complaints to the carriers
responsible for them to deal with. We will provide you with a
response to your complaint no later than three (3) months of the
date of the complaint.
58. Law and Jurisdiction of Courts
These Conditions of Carriage will be governed by English law.
Any person bringing an action under these Conditions of Carriage
irrevocably submits to the jurisdiction of the English Courts.
59. Disputes
59.1 It is noted that the CIV contains provisions relevant to
the assertion of rights under the CIV.
59.2 An action based on the liability of a carrier in the event
of the death or, or personal injury to, passengers may only be
brought against the carrier having performed the part of the
carriage on which the accident happened. If this part of carriage
was not provided by the carrier, but by a substitute carrier, then
the person entitled may address his claim to that substitute
carrier instead.
59.3 An action for the recovery of a sum paid for the contact of
carriage may be brought against any one of the carriers taking part
in the performance of the contract of carriage.
59.4 An action for refund or compensation for delays based on
entitlement under the PRR or CIV and other actions made on the
basis of the contract of carriage may only be brought against the
first or the last carrier or the carrier having performed the part
of the carriage on which the event giving rise to the proceedings
occurred.
59.5 If the person entitled has a choice between several
undertakings, his right to choose is extinguished as soon as he
brings an action against one of them.
60. Authority of our staff or agents
Our staff or agents have no authority to waive or change these
Conditions of Carriage.
61. Data Protection
Eurostar International Limited and Eurostar Group Limited will
retain details provided to us by you in order to enable your
requests for Eurostar bookings and information to be processed
efficiently and to analyse and understand better our customers'
requirements. If you believe that we are storing details relating
to you and that these are incorrect, please write to the Data
Protection Compliance Officer of Eurostar International Limited at
Times House, Bravingtons Walk, London, N1 9AW and we will correct
them as soon as possible. This information will be stored in a
central database, controlled by our administrative staff and will
be accessible electronically. Security measures are in place to
ensure that our customers' data is not accessible by any
unauthorised person. However, persons such as IT systems suppliers,
commercial and marketing partners/loyalty programme partners and
SNCF and SNCB may need to have access to the system from time to
time.
62. Amendments
We reserve the right to amend these Conditions of Carriage at
any time. The Conditions of Carriage which apply to your journey
are those published at your date of travel. We will not amend these
Conditions of Carriage with retroactive effect following your date
of travel.
63. Rights Of Third Parties
Unless expressly provided in these Conditions of Carriage, none
of the terms of our contract with you, including these Conditions
of Carriage, is enforceable or intended to be enforceable under the
Contracts (Rights of Third Parties) Act 1999 by any party or person
other than you.
64. Interpretation
The use of the words "we", "our" and "us" in these Conditions of
Carriage, refers in each case to Eurostar International Limited,
and the use of "you" and "your" refers in each case to any
passenger or passengers travelling on our trains. References in
these Conditions of Carriage to "paragraphs" are to paragraphs of
these Conditions of Carriage.
Appendix 1
List of Articles which may not be taken on board Eurostar
trains, or may only be taken with special permission as registered
luggage by prior arrangement. Note that this list is not
exhaustive; passengers will not be allowed to keep other articles
with them on the journey if the item is inherently dangerous, is
likely to cause property damage, or if there is reason to suspect
the article may be used to commit an act of violence or threat;
e.g. (but without limitation) imitation, replica or toy guns, ice
axes, household cutlery, camping tools, shriek alarms, hypodermic
syringes and butane gas canisters. Carriage as registered luggage
may be refused. If you are in any doubt, make contact well in
advance of your proposed journey.
CARRIAGE PROHIBITED
CARRIAGE PERMITTED AS REGISTERED (HOLD) LUGGAGE ONLY
Unlicensed firearms (including replicas and de-activated
firearms).
Ammunition (of any calibre, in any quantity)
All explosives (including fireworks and pyrotechnics) and
imitation explosives or devices.
All items containing incapacitating gases, liquids or other
substances (including CS gas sprays).
Inflammable substances (eg lighter fuel, methylated spirits)
except in minimal quantities
Flick knives/gravity knives, lock knives and daggers, any knives
with a blade over 3 inches/75mm in length (Note - standard folding
knives with a blade no greater than 3 inches/75mm long are
permitted to be carried).
Any other item made, adapted or intended for use as an offensive
weapon.
Any item possession of which is prohibited in the country of
boarding or destination.
Authorised firearms not requiring a certificate (e.g. compressed
gas or air powered match pistols).
Licensed firearms: a firearms certificate will be required and a
European Firearms Pass may be required. The passenger must check in
advance with the relevant national authorities in the country of
boarding and destination. (note that all ammunition must be
removed)
Swords (including swords for fencing), sword sticks and other
ceremonial weapons.
Crossbows, crossbow bolts, longbows, longbow arrows and starting
pistols (subject to prior approval).
Dangerous sporting equipment
(e.g spearguns).
Open razors.