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Folkestone to Coquelles fares
Your rights

Le Shuttle delays, cancellations and refunds

If Le Shuttle cancels your crossing, you are entitled to a full refund or free rebooking. If you miss the train, your refund rights depend on the ticket type. The full 2026 policy in plain English.

Three scenarios, clear outcomes

What you are entitled to

Le Shuttle cancels your crossing

You are entitled to: Full refund or rebooking, plus rebooking on the next available train (or, in some cases, with another operator)

Applies to all ticket types. You should also be able to claim consequential costs from your travel insurance.

You are delayed by more than one hour through Le Shuttle's fault

You are entitled to: Discount voucher towards a future booking

Voucher value depends on length of delay and ticket price.

You miss your booked crossing (your fault)

You are entitled to: Standard, Short Stay Saver and Day Trip: forfeit the leg. FlexiPlus: take any later train at no charge.

Standard tickets allow a free swap onto another train within 2 hours, subject to availability.

You change your mind, want to amend your booking

You are entitled to: Standard Refundable and FlexiPlus: free amendment. Standard: amendment fee plus fare difference. Day Trip and Short Stay Saver: amendment fee plus fare difference.

Always cheaper to amend than rebook from scratch.

By ticket type

Refund and amendment policy

TicketRefundable?Amendable?Free swap window
Day Trip & OvernightNon-refundableNot amendableWithin original time slot only
Short Stay SaverNon-refundableFee plus fare differenceWithin 2 hours of booked time
StandardNon-refundable (Standard Refundable upgrade available)Fee plus fare differenceWithin 2 hours of booked time
FlexiPlusFully refundableFree, unlimitedAny train, any time
Claims process

How to claim a refund or compensation

  1. 1. Gather evidence: booking reference, copies of any rebooking emails, photos of departure boards showing the delay or cancellation.
  2. 2. Submit a claim: Manage My Booking on leshuttle.com, or by phone to Customer Relations on 03330 098 099 (UK) / +33 3 21 00 61 00 (France).
  3. 3. Specify what you want: full refund, rebooking on a different date, or compensation voucher.
  4. 4. Allow 28 days: Le Shuttle’s service standard for refund processing.
  5. 5. Escalate if needed: if denied or no response, contact the Office of Rail and Road (ORR) which oversees Le Shuttle as a UK rail service.
Where Le Shuttle’s policy stops

The travel-insurance gap

Le Shuttle will refund the crossing. It will not pay for your missed Eurostar connection, your pre-booked Disneyland Paris tickets, your night in a Calais hotel, or your ski lift pass that started before you arrived. That is what travel insurance covers.

What Le Shuttle covers

  • The crossing fare (refund or rebook)
  • Free rebooking with another operator
  • Compensation voucher for delays over 1 hour

What insurance covers

  • Pre-booked accommodation (lost nights)
  • Onward travel costs (extra fuel, alternate ferry)
  • Pre-booked attractions and event tickets
  • Medical emergencies abroad
  • Vehicle breakdown abroad (if added)

Approximate cost

  • £15 single-trip basic
  • £40 to £100 annual multi-trip
  • £60 to £150 annual with breakdown
Common questions

Delays and refunds FAQ

You are entitled to either a full refund or a rebooking on the next available train, including with another operator (typically P&O or DFDS) at no extra cost. This applies to all ticket types, including non-refundable Day Trip and Short Stay Saver fares. Le Shuttle Customer Relations handle the claim; if you are at the terminal during disruption, the gate staff usually rebook on the spot.

More from the guide

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365-day refund window and free unlimited amendments. When it pays for itself.

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ANPR check-in, boarding, the 35 minutes onboard, drive-off.

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