The young man went beyond his duty to try and help me all he could. I ask a lot and the young man did all he could to solve my problem. Great servis could not have been any better. Thank you god bless from mr Chappell JOHN.
Raised a bereavement case to the Eurostar support, a month ago, and did not even get a response from them! I am so surprised by this lack of care for customers. How are we supposed to trust a service provider if they don’t even deem us worthy of a response in case of a loss…
the return train was cancelled. we had to book much more expensive return tickets. No compensation was granted.
Caught up in the cancellations on 30th December. We were travelling back from Paris Gard Du Nord to London St Pancras. As reported on in detail all trains were originally cancelled that day from about 1pm. We were originally due to leave at 11.30am.On announcing the cancellation of all trains staff then proceeded to try and clear the station’s quickly as possible. Advising customers to rebook elsewhere and that all cost would be covered. I was told this and heard it said to many people as they tried to herd us into a queue for a long wait to exit the station as we had to go back through security.As one of my companions was unable to stand for long we found a seat and decided to wait until queue cleared whilst trying to find alternate routes and watching as prices rocketed and options were limited.Eurostar policy is not to repay your alternative transport costs, airfares or hotel fees. They will only refund you if you do not travel or compensate you with 50% back or a voucher worth 75% of fare if you use them again. They advise you to use your travel insurance for other claims. As others have said on here that is at odds with airlines who do cover your costs. This seems unfair as it is an international carrier.Eurostar staff should not be advising you that you can claim monies back as the inference is that it is through them.We got lucky and got a train back about 5pm but only as we couldn’t get out the station. I was able to cancel the flights I had booked be it with some extra cancellation charges. Which I now find Eurostar will not pay! But there must be many others massively out of pocket. Shame on you Eurostar.. and train your staff to give the correct advice.
Would have given the No Stars if possble. Train delayed 3hrs but not able to claim the appropriate compensation and you they make it so difficult to contact them. Wont be using again.
Currently stranded in Lille with delay of 2 hours due to :-60 minutes delays to enter in Lille because they had to “sterilise” the platform before allowing the train in-60 minutes because the border control staff in Lille left and went homeI’ll sure ask for a refund and never travel with Eurostar ever again.If it wasn’t a monopoly funded with French taxpayers money, it would have been bankrupt by now.
We narrowly missed our Eurostar train by a few minutes and were directed to the reception desk at Paris station to exchange our tickets. The staff member informed us that the only available train was the following morning.We asked them to check again for any same-day availability, but were told there were no seats remaining. We then checked the Eurostar website ourselves and found tickets available for the last train of the day.When we returned to the reception desk to show this, the staff member insisted that her system displayed no availability and that any online attempt to purchase would fail. Despite this, we proceeded to purchase the tickets online and were successful. After showing the confirmed tickets, we were directed to another reception desk, where our tickets were printed with no issue.This experience was very disappointing, as it appeared the staff member was unwilling to exchange our tickets at a lower price for the train we had just missed. Had we not checked for ourselves online, we would have been unnecessarily stranded in Paris for an additional day.
The service is getting worst: higher prices from London, delays, trains cancelled without explanations ( "Operational Decisions / Delays coming from the Depot " ) with no regard for the impact on the traveler. Dirty trainsCan t wait for the competition to arrive ...
Eurostar plus service has gone down hill since last year they have stopped serving dessert now as part of the meal since 3 months since. This is a major loss. They give you a survey on wifi only rather than the service which staff have been informed not to offer hot drinks a second time as always previously. They either need to increase the price and re-add the dessert or clearly inform customers of the reduced quality in the service provided.I was extremely disappointed compared to previously! Come on and pick up your service please!
I had struggled with the on line bookingSo phoned Customer service and Charles Worked through the booking politely and efficiently and gave excellent service.
Mornings at Kings Cross are absolutely abysmal. When three trains are scheduled to depart simultaneously, this station becomes dangerously jam-packed. There is a pathetic lack of seating, I’m watching small children forced to sit on the freezing floor because there is nowhere else to go.Meanwhile, a massive section reserved for 'neurodiverse' passengers sits completely empty and wasted because, of course, you demand 'proof' for entry. It is a staggering display of poor management to have passengers huddled on the floor while a huge portion of the lounge remains off-limits and vacant. Truly disgusting service from Eurostar.
Filthy trains. New design is also remarkably cheap.
- not that fast. Incredibly slow travelling through Belgium.- cafe cart closed for 30 mins during the journey due to crew changes at Brussels. Utterly ridiculous. She could have served me a Kit Kat and water while we were still 15 mins from Brussels station- dirty inside and out (chairs/carpet/windows)-WiFi is so poor- don’t offer services anymore from Kent so I had to travel into London first making the journey longer than flyingI won’t use Eurostar again in a hurry. Roll on the new providers (Virgin etc)
Case #12288178: Eurostar is holding £36 for cancelled upgrades despite triple-proof of the error.I am writing this to bypass the 1.5-hour phone queues and the generic email "loop" that Eurostar is currently using to avoid resolving Case #12288178.On 07.02.26, due to a technical error, my third-party booking was cancelled. However, the upgrade payments of £36 (£18 each way) were paid directly to Eurostar via the Club Eurostar app. Eurostar is currently refusing to refund this, despite having triple-proof of the situation:1. The Email Chain: On 13.02.26, I sent the full correspondence with the third party confirming the cancellation as requested by your agent, Linda.2. Your Own App Data: The Club Eurostar app clearly shows the initial upgrades were cancelled and never used.3. The Re-booking (bookings GGRNCD & XVCP6V) Proof: My app also shows a second booking for the exact same person, date, train, and seats, which I was forced to pay for again on-site.To Eurostar: Do not attempt to redirect me to the third party. This £36 was a direct transaction with you. You have taken payment twice for the same service and are now hiding behind generic "we are busy" emails.To other passengers: Under the Consumer Rights Act 2015, Eurostar cannot keep money for a service they did not provide, especially when the payment was made directly to them. If they do not resolve this, I will be escalating to the Rail Ombudsman. Do not let their "30-day policy" talk discourage you; your legal rights to a refund for a cancelled service do not expire that quickly.I expect a manual review of Case #12288178 and an immediate refund of the £36. I have already provided all evidence to Case #12288178 on 13.02.26, and would appreciate you do send me a generic “please DM us” to try and make this disappear / look helpful on Trustpilot. Thank you.
Poor all round. We travelled to Amsterdam for a few days and unfortunately I got the return ticket incorrect. We turned up at the station and were allowed through to booking service at passport control. The representative could easily have changed our tickets as we had already paid, despite the incorrect day. We were told the train was full to capacity and there were no seats left, then we were told to take either of the upcoming trains at £350 or £240 respectively. However, we would have missed our connecting train with these options. After some pleading she miraculously found two seats near each other but not together. So she called it an upgrade, and £210 later we get on our train. My fault to have got the wrong date , but the stress and cost was completely unnecessary. Opportunistic to say the least: We should not have had to pay a penny due to the spare seats being available. She replaced my tickets for next week with those on the day, which automatically removed any chance of us being able to claim a refund on the original tickets. Very sneaky but clearly well rehearsed as I can’t get a refund on a ticket that no longer exists. Total cost: £670 return in the end . A lesson learned. We could have flown for a fraction of the cost and will do in future. Eurostar : just very expensive and unhelpful. Give it miss
Wow! Just got off the 9:01 from London to Brussels. It was wonderful! We sat in premier and Alina and other staff did everything possible to make it a pleasant journey. Didn't want to get off! Thank you!
Chloe help me to buy a couple of tickets to my Eurostar journey to Paris, which would have been very difficult to do in the internet. Instead of the cold internet, I spoke to a person willing to smooth the not so complicated but different requirements to each passenger. I wish all the attendants will be so well trained and helpful as her. THANK YOU, CHLOE!
Pathetic. When are those running this company going to take the comfort of their customers seriously? The waiting area prior to boarding at St Pancras is a complete and utter farce. No seats. No apologies. Treated like cattle. Totally unacceptable. Shame on you Eurostar.
Booked a trip and the ticket has the inverted route not the one i was booking, wasted 30 mins with a chatbot, sent 4 "contactus" forms where they simply say call by phone, called 5 times and wasted total of 1,5 hours already and I cannot get to a human to help me or fix it.When i call the computer says they have so many waiting customers that they cannot even put me in queue. Worst company ever, i am accepting i lost money and booking a plane cheaper and faster, if they have so many calls is because company is a disaster and the lack personel
Very good customer service, more of a rarity these days. As a new traveller, I have found the train service to be excellent with kind and attentive staff aboard.
