There are currently several strikes taking place across Europe. Below find specific information on each strike, as well as general information on delays and cancellations for trains, buses and flights.
Due to planned maintenance work, there will be a reduced Eurostar service operating between Paris and London from March 14 until March 30, 2019.
The following Eurostar services have been cancelled:
If you have any further queries or would like to cancel or change your ticket, please contact our Customer Service team.
How do I know if my flight is still scheduled?
Your airline will contact you directly about the status of your flight. Airlines normally grant 48 hours notice to passengers whose flights have been cancelled.
Please contact your airline directly if you haven’t received information about your flight.
What are my rights if my flight is delayed or cancelled?
Per the EU Flight Compensation Regulation of 2004, passengers on cancelled or severely delayed flights have rights to compensation. That could mean good news for you.
Depending on the length of the journey, passengers can get reimbursed up to 600 euros per cancelled flight. In addition, airlines are required to care for passengers should flight delays exceed two hours. That means meals and possibly, hotel accommodations. Please notify the airline directly if you have been subject to a flight delay or cancellation.
However, these regulations are not applicable to customers who cannot board flights due to extraordinary circumstances (i.e. weather delays, strike action, removal of passengers for disorderly behaviour and flights grounded due to war or political reasons).
Bus delays and your rights to compensation
Your Rights: In March 2013 EU regulations were introduced to bus and coach travel for the first time, making Europe the first continent to have passenger rights enforced via all modes of transport. As well as offering rights in regards to delays and cancellations, the legislation also laid out the following:
The Minimum to Claim Compensation
In order to claim any compensation in regards to delays or cancellations, the journey being made must take longer than 3 hours to complete, or be greater than 250 km in distance. Examples of long-haul journeys that exceed this distance include London to Manchester, Glasgow to Cardiff, Liverpool to Oxford and Exeter to Leeds.
Rights to “Adequate Assistance”
Providing the journey fits the above minimum requirement, if a delay or cancellation leaves customers waiting for 90 minutes or more, companies must offer “adequate assistance”. This will be available in the form of snacks, refreshments and possibly accommodation if required.
Rights to Compensation of Ticket Costs
Providing the distance of the journey is greater than 250 km, compensation of the full ticket price may be sought in the following scenarios:
How to Claim
As one of the stipulations to the legislation, companies must offer a means by which passengers can make a complaint and claim compensation. These means will vary depending on the company, but a quick email or call to their customer services will get the ball rolling. These new passenger rights are enforced by an independent body who can impose penalties on companies that do not comply.
Ahead of Travel
Learn of any planned strikes, and use useful websites such as the BBC’s transport planner to check the status of your journey before you leave. Just enter your transport location and click the train image to see relevant info. And if you already know the specific provider that you’ll be travelling with, check their website as well which will also give information on possible delays.
Cancellations or Deciding Not to Travel Due to Delays
The first bit of good news is that if your train is cancelled or delayed and you choose not to travel, you can claim a full refund on the cost of your ticket. The bad news is that an alternative form of transport is likely to be more costly, the expense of which is extremely unlikely to be covered by the train company. If a train company has given notice of possible hindrances to travel, such as engineering works, compensation is not likely to be available.
As with all refund or compensation claims you must ask for them; they will not be offered to you without you enquiring. You can claim refunds in the above case either on the day or within 28 days of the date you would have travelled. On the day, simply take your ticket to the ticket booth where, by law, you must be refunded. Alternatively, you can post your unused ticket to the transport provider within 28 days including all necessary contact details for yourself. Ask a station conductor for details of where to post, or find out via the train company’s website. Make sure you keep any proof of postage.
If you are Delayed but Still Travel
If your service is delayed but you still decide to travel, you may be entitled to some compensation. The amount is dependent on the transport provider for the service, however, under the National Rail Conditions of Carriage a minimum entitlement is available.
Providing the delay is for a minimum of an hour you can claim back 20% of the value of a single ticket, 10% of the affected leg of a return ticket, or 20% of a return ticket if both legs of the journey are delayed. For compensation to be available the train provider must have been responsible for the delay. Situations which are out of the providers control, such as severe weather, vandalism or having to halt service on the request of the authorities, do not entitle passengers to compensation.
This can be done on the day or must take place within 28 days of the travel date. Train companies will often offer compensation in the form of National Rail vouchers which are valid for a year. Compensation in other forms – such as cash – can be requested, but few companies offer this. Cash is usually only offered in situations requiring a full refund.
If a train provider has any compensatory program in place it is most often the Delay/Repay scheme which covers any kind of delay (even ones that are out of the train companies control) and offer compensation from a delay of half an hour onwards.
Firstly, check with a representative of the transport provider or on their website to see if they offer Delay/Repay compensation. If they do, further instruction for how to claim will be given.
Compensation and Reimbursement of Other Costs
In extremely rare cases – such as being left stranded due to an issue that can be deemed to be the train companies fault – you may be able to claim back costs for taxi fare and/or accommodation. However, if possible always check (either in person at the station or via the train provider’s customer services) whether these will be covered ahead of making any purchase. Keep all receipts.
According to the Transport for London (TFL) Conditions of Carriage, passengers are entitled to claim compensation if they are delayed for longer than 15 minutes. Again reasons for delays must be within the transport provider’s control (strike action does not fall into this category).
You can claim via the TFL website here and must do so within 14 days. Compensation is offered in vouchers and can take up to 21 days to process.