EurostarReviews 

I am regular traveller on the london to paris route. Trains are always late due to poor organisation on the eurostar staff side . No information and communication on what is happening to passengers. This is so frustrating as simple change in processes would make such a massive impact on the customer experience (which is clearly not a focus).Overpriced tickets. Looking forward to an alternative with Trenitalia

We felt supported and reassured as disabled travellers being treated as people not as a problem. We had some issues with assistance arrangements, customer services responded within 12 hours. I felt we were taken seriously and steps taken to prevent future travel problems.

Delays on both ends, dirty unclean trains as a result, no communication of delays in the station, and the WiFi is so bad it’s unusable. First and only time I will ever get the train to Amsterdam instead of flying.

half of the time, trains are late or canceled or delayed or stopped halfway or... when it works, it's a good service, the only one to travel between amsterdam & paris in roughly 3hours and a half. Many problems are due to rail network in belgium, but not only. This time i couldn't ask for a refund via the website, while customer service is very hard to reach by phone, until i specified i was a member of club eurostar. The staff is friendly & professional both in the trains & at the phone. i liked it better when it was thalys altogether.

Poor customer service from beginning to end. I travelled from London to Amsterdam. On the way out we were dumped in Brussels and told to make our own way onward, There were not enough trains to do this, Complete chaos. On the way back we were 37 minutes late because 'new EU regulations were delaying boarding procedures in Amsterdam'. This was a blatant lie, The incoming train was just late arriving.

they do their best to help you out with your requests

they are well organised and offer good customer service

exceptional service

Wow! What a great experience. I was highly unorganised, late and stressed as I didn’t have my wife managing everything for me! LOL, but actually really true. All Eurostar staff, from ticket agents through to security and passport control completely understood my situation and made the painful process effortless. This was far from what I expected! Normally extra fees or computer says no. This was YES YES YES YES YES!

With the new system fast track in practice is non existent in London and Brussels. You have a separate line just for bags checks and at the passport control office all people share the same lines. It is very disappointing.

this is now one year i am commuting from Amsterdam to Paris, i have been only 4 times in a year on time. Most of the time it is delayed from 20mn to more than a hour. How has it became so bad, and this is without saying that the quality is also barely ok. This is now one of the worst i have see in EU for such train…

I used to expect a premium experience from Eurostar, but unfortunately the service does not match the prices being charged.

The power outlets and phone charging points almost never work properly. The electricity constantly connects and disconnects, making it very difficult to charge devices during the journey.

For the high ticket prices, the onboard experience is disappointing. Another frustrating issue is the lack of information about which carriage you will be assigned to before boarding, making the travel experience less convenient than it should be.

Overall, the prices are far too high for the level of service provided. Eurostar needs to improve reliability and communication if it wants to justify its premium fares.

The London terminal is a total shambles. It’s just too small for the number of trains. And nothing works! The water fountain is broken and the taps only run warm water. There is only one small Pret so the queue for hot drinks is ridiculous. They also refuse to give you any tap water. The train is convenient but the station is a hole. Arrive as late as possible!

I am a frequent user of EUROSTAR for my traveling from Amsterdam to AIX TGV. The first part to Paris is through EUROSTAR and the second part is through SNCF. I booked and paid the trip through EUROSTAR so for me this is my main contractor. Like a travel agency.

My last journey on the 28th of may from AIX TGV to Amsterdam we had in AIX TGV a delay of more then 2 hours due to technical problems.

So I tried to make a request for compensation for the delay, wich is according to EUROSTAR rules. Through their website it is almost impossible to file a claim. So after hours I tried it through customer service. But at EUROSTAR they say that they can not help me and they re-directed me to SNCF. I find this ridiculous because I booked the journey at EUROSTAR. By the way the customer service person was very friendly and really wanted to help me. But was restricted by their internal procedures.

Meanwhile I contacted SNCF and everything went smooth. No hassle at all. They apologized for the inconvenience and offering me an extra discount for my next trip.

So my advice:

If you travel to France from Holland or back: Take the train to Brussels Midi by NS intercity direct and from there get on the TGV SNCF. By the way it's cheaper and almost the same time.

And to EUROSTAR don't sell tickets you can not support.

Trains clean with food and drinks in first class even late at night toilets clean staff polite and very helpful. Wheel chair assistance at london cologne and Brussels excellent. Just delay a problem today but cant recommend eurostar enough

As per most reviews i would not recommend you to travel using Eurostar. Its more expensive than flying, and if you are unlucky like me to have to contact their customer service, just best give up. Their customer service is completely inexistent. You try to call their numbers and you get a message saying thei are not able to take your call due to high volume of calls, and it asks to call later and hangs up. I tried sever times, and the same happens. I then use their contact form, and many days gone and no replies. I did another customer form ticket, and still nothing. Its horrible the whole thing. May just well end these trains for good.

We were 3 hours delayed from Harrogate to London so missed our Eurostar to Paris. We were met by the MOST helpful lady from Eurostar who immediately got us onto the next train. What great service

Eurostar cancelled train with no explanation. Management of booking on website not working. Telephone non-availability. On the whole abysmal customer service - not the first time a train has been cancelled for us - time some competition was introduced into use of the tunnel

The journey from Rotterdam to London went smoothly. At the central station, a wheelchair was available for my 91‑year‑old uncle. He can walk 50–100 meters and then needs to rest before continuing. Because it is quite a long walk to our carriage, having a wheelchair was very helpful.

On the return journey from London to Rotterdam, things went wrong immediately.

We went looking for a wheelchair right away. Eventually, we were directed to a small office with two people who were supposed to arrange this. The counter was closed; they didn’t have time.

After waiting fifteen minutes, we asked again for a wheelchair.

NO, that’s not possible! You can only get a wheelchair if you need assistance, and you should have booked that in advance. But we can push the wheelchair ourselves. Sorry, that’s not allowed! Figure it out yourselves! Very unfriendly customer service.

We placed our uncle directly at the check‑in desk by lifting him under the barrier.

We then stood in the very long queue up to the check‑in desk ourselves. Our uncle would never have been able to do that.

After check‑in, we waited in several stages as close as possible to the escalator.

Then again in several stages until we could finally board the train — fortunately on time.

The journey went smoothly until Brussels. Because there had been an accident in Rotterdam, we had to get off and find another train. In other words: figure it out yourselves.

Eventually, we found a train to Rotterdam. At Breda we had to get off again, because that train also couldn’t continue. Fortunately, it’s a smaller station, so we quickly found the right platform.

In the end, we arrived in Rotterdam more than three hours later than planned.

Eurostar should clearly state in their information that the train is NOT SUITABLE FOR PEOPLE WITH LIMITED MOBILITY.

Journey cancelled 5 days before travel. We're trying to change the time of travel but the website errors out. At this moment, we're not sure if we'll end up wasting all the money spent on the hotel booking.

We were required to be at Amsterdam Eurostar terminal at least 1 hour in advance only to leave 55 mins late because boarding was not finished on time. Long lines. The return from London (we were requested to arrive 1.20hour in advance) was a logistical boarding nightmare, and again delays. Whilst other trains flew by we did not move in Belgium causing yet another delay. The boarding process both in Adam and London and the continuous delays are the reasons for us not to travel by Eurostar again.