Eurostar

FAQs

Standard Premier

Content


Introduction

From 1 September, we are replacing Leisure Select with a new alternative ‘mid-class’; Standard Premier, catering to meet the needs of both business customers not currently travelling in Business Premier and leisure customers who want to upgrade from Standard Class.

These FAQ’s aim to give you the reasons behind this change and also key product information and answer any other additional questions you may have.

 

Background

When is the new class launching?

Sales open on 5 May for travel from 1 September.  Between these dates customers will be able to purchase Leisure Select tickets to travel up to 31 August. They will also be able to purchase tickets in Standard Premier to travel from 1 September.

Who is the new class designed for?

This is a new middle class of service which caters to the needs of both price sensitive business travellers and premium leisure travellers.

Price sensitive business travellers are people that are travelling in Standard Class for a variety of reasons. Some possible reasons are that their company travel policy states that they cannot travel in First Class or must buy the cheapest ticket available on the day. 

What does the new class structure look like?

The range of classes available will move to a more linear hierarchical structure than the current structure, with Business Premier at the top, Standard Premier in the middle and Standard Class below.

The new structure will promote Business Premier as the true business brand for Eurostar offering the full range of flexibility and benefits.

Standard Premier will offer some of these benefits for business travellers but will not be overtly positioned as a First Class product to avoid issues for cost conscious business travellers.

Standard Class will continue to be promoted as offering good value for money.

The new positioning for each class can be summed up as:

Business Premier
Designed for business
Our exclusive business class offers the highest level of freedom to work in dedicated, comfortable surroundings. It includes express check-in and business lounge access, plus fine food and drinks served at seat. The perfect working environment.

Standard Premier
Making more of your journey
For travellers seeking more from their time on board, Standard Premier offers the freedom to work, think or simply unwind. In calm, spacious surroundings we are at your traveller’s service, offering a light meal and drinks.

Standard
Travel needn’t be trying
All the advantages of high-speed, city centre to city centre rail travel, plus great value. Standard class is for travellers on a budget who don’t want to compromise on style or comfort.

The Business Premier and Standard products will remain broadly the same as now. Standard Premier meanwhile will offer first class seating in the calm surroundings of dedicated carriages, as well as a cold light meal and drinks served at seat. There will be restricted ticket flexibility, no lounge access and no free newspapers and magazines on board.

This new class structure will draw a greater distinction between the classes offered and minimise the current confusion between Business Premier and Leisure Select. The new class hierarchy is also specifically designed to encourage business travellers to trade up to Standard Premier, whilst retaining Business Premier as our top leading business brand.

Is anything changing in the other classes? 

More details can be found in the pricing section however in summary:

  • In Business Premier where we will no longer be offering a semi-flexible fares and will only offer the fully flexible price point.
  • In Standard Premier we will offer fares that are exchangeable and refundable with fee (before and after departure) and also a range of non flexible fares to appeal to both the business traveller who values some flexibility and also the ‘premium leisure’ traveller who desires a ‘treat’.  
  • In Standard Class we are removing the fully flexible Y/BF fare and replacing this with a new flexibility option: Exchange and refund with fee (before and after departure). We will continue to offer the range of semi and non-flexible fares to target travellers at all budget levels.

 

Product

What are the train configurations/the onboard environment?

Standard Premier will be situated in the ‘First Class’ coaches on-board. Business Premier and Standard Premier will have their own dedicated coaches (like Business Premier and Leisure Select currently have) with the exact split of coaches varying by time of day and day of the week.

What is the on-board offer?

Standard Premier will continue to offer a catered service with staff on hand to look after and assist travellers.

The service will consist of the following:

  • Meet & greet on boarding
  • At seat tray service of a light cold meal all served on the same tray & choice of bread
    • a Breakfast: pastries & orange juice

      a For the rest of the day: savoury & sweet light bites e.g. charcuterie, pasta salad, gateau

  • Emphasis on fresh, healthy and light
  • Tea & coffee served plus the choice of soft drink, a red/white wine or a beer
  • All served on white china with cutlery
  • A selection of magazines available on board
  • We will continue to offer the range of pre-bookable special meals

Staff will pass through several times on the journey to make sure travellers are OK and to serve hot drinks. However, if a traveller wishes to drink more wine or beer or partake of other drinks not offered, they must purchase these at the buffet car.

What are the check-in times?

This will be 30 minutes in line with Standard Class.

Business Premier and carte blanche will still benefit from express check-in up to 10 minutes before departure.

Lounge access?

There will be no access to the Business Premier lounge for Standard Premier traveller’s unless the ticket holder also holds a carte blanche or is a guest of a carte blanche holder.

What about EFT?

Standard Premier tickets are eligible to gain points in EFT.

Can travellers use the Business Travel Centre at St Pancras or the Business Premier desks in Brussels or Paris?

The business travel centre at St Pancras is a dedicated service for Business Premier travellers and carte blanche holders. Standard Premier travellers should be directed to the general ticket offices at all stations.

 

Pricing

What is the new price range?

In summary the prices ranges for each class are as follows:

 

 

PRICING

 

 

UK

France

Belguim

Business Premier

£450

605

525

Standard Premier

£189
to
£400

220
to
470

220
to
470

Standard

£69
to
£309

88
to
435

88
to
370

For full details please refer to the Fare Sheets, for travel from 1 September.

What are the new fare conditions?

There will be a range of semi-flexible and non-flexible fares in Standard Premier and Standard Class. Business Premier will be the only fully flexible class.

These changes can be summarised as:

Product Flexibility conditions
Business Premier

Fully Flexible

Exchangeable/refundable before/after departure

Standard Premier

Semi Flexible

Exchangeable before/after departure with fixed fee of £22
Refundable before/after departure with fixed fee of £22
(the £22 fee is per sector)

Non Flexible

Not exchangeable and Not refundable

Standard

Semi Flexible

Exchangeable before/after departure with fixed fee of £22
Refundable before/after departure with fixed fee of £22
(the £22 fee is per sector)

Non Flexible

Not exchangeable and Not refundable

How will Standard Premier appear in the GDS’s?

Classes Z, I, G and S.

 

Will Standard Premier be combinable with Standard Class and Business Premier?

Standard Premier and Standard Class fares will be combinable as long as they have the same flexibility e.g. exchange and refund with fee both ways.

Business Premier fares will not be combinable.

 Are there any changes to FBCs?

Yes, there are some changes. The full details are available in the Fare Sheets.

 

Transition period from 5 May until September

Can I book Standard Premier before 31st of August?

Sales open on 5 May for travel from 1 September.  Between these dates customers will be able to purchase Leisure Select tickets to travel up to 31 August.  They will also be able to purchase tickets in Standard Premier to travel from 1 September.

What are the booking classes for Standard Premier?

Please refer to the full fare guide for booking classes and all fare conditions.

How do I upgrade from Standard class to Standard Premier on GDS?

There is no change to the existing procedure.

What fare types are being removed?

C/D - AT/AW Business Premier Semi-Flexible
Z - HF Leisure Select Saturday Night Away
Y - BF Standard Class Fully Flexible

 

After sales and Refunds

From 1 September the following fares will no longer be available to purchase. However, due to their fare conditions they will still be eligible for after-sales (exchange and refund) until 31 December 2010.

How can I change my ticket for travel after the 31st of August if it has been booked before that date on the old fare structure?

Current Fare

Exhanges to:

Process

Which sales channel CAN do this

Business Premier
Semi Flexible

GDS (C n D class)
Elgar (AT n AW class)

Exchange to
existing technical fare

Only available with
assistance

√ Eurostar4agents

√ Eurostar ticket offices

Leisure select
Saturday night away

GDS (Z class)
Elgar (HF class)

Semi Flexible
Standard Premier
fares

The ticket should be cancelled and rebooked as a Standard Premier semi flexible fare. Any price difference should not be passed onto the traveller and should be written off

√ Eurostar4agents

√ Eurostar ticket offices

√ Travel agents

Standard
Fully Flexible

GDS (Y class)
Elgar (BF class)

Y/BF fully flexible fare only available for aftersales

Only available with assistance

The fare will be automatically available and will carry the same fare conditions

√ Eurostar4agents

√ Eurostar ticket offices

Procedures apply from 1 September until 31 December 2010.

What happens for after sales and refunds on fares no longer on sale from 1 September?

A special hidden fare range is being created of fares currently offering flexibility and on sale until 1 September. These hidden fares will then be available within the reservation for after sales only until 31 December 2010 at the same conditions at which they were bought e.g. Standard Class flexible would have no fee to exchange or refund.

All processes detailed are valid until 31 December 2010 and agents will need to contact eurostar4agents.

Scenarios

Exchange with fee calculation example

Standard

Traveller buys £141 Semi-flexible Single in Standard (GDS H – Elgar BV)
Traveller makes a change and fare jumps to (GDS B – Elgar BT)
They then pay the difference plus £22 fee
Total outlay: £163 + £22 = £185 (£6 greater than (GDS Y – Elgar BF) fare

Standard Premier

Traveller buys £162 Semi-flexible Single in Standard Premier (GDS G – Elgar HW)
Traveller makes a change and jumps to (GDS I – Elgar HT)
They then pay the difference plus £22 fee
Total outlay: £188 + £22 = £210 (£10 greater than (GDS Z – HF) fare)

 

A client buys an (GDS C/D – Elgar AT/AW) Business Premier Semi-Flexible ticket for travel in August and wishes to exchange for travel in September.

For after sales, call Eurostar4agents who will exchange for technical fare (valid for 1 or 2 segments), exchange and refunds are OK and this is valid for the sale period 5th May till 31 August.

 

A client wishes to buy a return ticket in (GDS C – Elgar AT) Business Premier Semi-Flexible for outbound in August and inbound in September.

This is not possible on GDS, you will need to book an (GDS C - Elgar AT) single outbound and (GDS J – Elgar AF Fully-Flexible) single inbound.

 

A client has a ticket for travel in August in (GDS Z – Elgar HF) Leisure Select Saturday Night Away and wishes to exchange for September.

It will be possible to exchange for (GDS Z – Elgar HF) Standard Premier via Eurostar4agents without fees.

 

A client wishes to buy a return ticket in (GDS Z –Elgar HF) Leisure Select Saturday Night Away for outbound in August and return in September.

It is possible but the SNA condition must be respected on the outbound.

 

A client has a ticket for (GDS Z- Elgar HF) Standard Premier in September and wishes to exchange for travel in August.

This will be possible via Eurostar4agents.

 

A client has a (GDS Y – Elgar BF) Standard class Fully Flexible ticket for travel in August and wishes to change for travel in September.

You will need to call Eurostar4agents that will have access to a hidden fare for after sale purposes, from the 5 May till 31 August for travel 2 September until 31 December.

 

A client wishes to buy a return (GDS Y – Elgar BF) fare for travel outbound in August and return in September.

This is not possible on GDS, book a (GDS Y – Elgar BF) fully flexible single outbound and (GDS Y – Elgar BF) semi-flexi inbound.

 

Are Leisure Select and Standard Premier Fares combinable during the transition period e.g. travelling out on 30 August and returning 5 September?

No, they are not. As the fare types are changing for the new class, a return journey of outbound in Leisure Select and return in Standard Premier will not be possible. These will have to be purchased as two one way fares.