Eurostar passengers are facing another day of upheaval in travel plans, weeks after they were forced to sleep in toilet cubicles after cancellations.
Angry passengers took to social media today, claiming they were left for more than three hours without working toilets, on stifling trains with no airflow.
The operator said in a statement to one traveller: ‘We’re sending a replacement train to take you to London, which should arrive shortly. You’ll need to leave the train.
‘For your own safety, please remain seated for now and wait for instructions from our onboard team.’
A passenger stuck on the Eurostar tracks near Guines, who did not want to be named, told Metro: ‘We’ve been here for about four hours now. They said both of the engines are out of service and we need a new train to take us.
‘Conditions aren’t great – paramedics are on board and triaging people. There are no toilets. No AC. No water. Zero communication from staff on board. None. The only info we get is from Twitter.’
But the lack of communication from the company caused serious concern, with passenger Serge de Gheldere writing: ‘Almost 3h. Still no news, no air. This is not just an incident or bad luck.
‘There is no plan. Instead of opening the doors and trusting the people, they only have one or two doors open and let people almost suffocate. There are asthma patients and infants on board.’
A spokesperson for Eurostar told Metro: ‘Earlier today, Eurostar train 9117, travelling from Brussels to London, came to a standstill between Lille and Calais due to a power failure, leaving the train without onboard electricity.
‘To provide passengers with some comfort during the delay, train doors were opened to allow fresh air to circulate, and water was distributed.
‘A rescue train was promptly dispatched from Brussels to carry out a complex transfer operation. This process, supported by local authorities and SNCF Réseau personnel on site, is taking longer than anticipated and is still ongoing.
‘Eurostar teams are doing everything possible to ensure all affected passengers reach their final destination, London St Pancras, as soon as possible.
We understand how difficult this experience has been and sincerely apologise for the disruption and discomfort caused. We are also extremely grateful for our passengers’ patience and cooperation throughout.
‘Eurostar will offer all affected customers a compensation package of either a full cash refund (100%) or 300% of the ticket value in the form of an e-voucher.’
In June, services in both directions between London St Pancras International and Gare Du Nord in Paris were suddenly cancelled after two people were killed in separate collisions near Lille.
Some 600 metres of copper cables were also reportedly stolen, with the operator now forced to run alternative, longer routes.
What are your rights if your Eurostar train has been delayed?
You have three months from the date you were due to travel to claim a refund.
You can find out how much of the cost you can get back on an e-voucher or cash refund here.
The Eurostar website says: ‘If your train is delayed for 60 minutes or more, you are entitled to claim compensation. Please wait at least 24 hours before making a claim – this will give our systems time to process details of your delay.
‘If you didn’t book directly with us, please get in touch with the person or company you bought your ticket from.’
If the train is cancelled or delayed before departure, those with an unused ticket can exchange for free, claim an e-voucher or request a refund.
Some carriages turned back to the station they departed from after hours of delays.
Many passengers were then left with nowhere to stay after trains arrived back so late in the evening.
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