EurostarReviews 

Travel multiple times a year, I always select save Advanced Passenger Information for me and my family on my Eurostar account but it makes me complete it every single time. Such a waste of time.

I used to be a big fan of Eurostar, but their terrible customer service has ruined them for me.

My most recent experience:
Tried to amend a booking (cancel outbound journey, but keep the return journey active, because if I don't formally cancel it, they will cancel the complete journey for the reason that I didn't show up to the outbound leg), after which the online system told me to call customer service.

After 13 tries over 3 working days, the automated voice message kept telling me that they are too busy and to call back later.

Tried to submit a complaint/help request via their online contact form, only to receive an automated response to manage my booking in the online system or to submit a new request via their contact form.

Guess what? The contact form doesn't "recognise" my ticket number... So the loop is closed and there is no way for me to contact them...

I don't expect anyone from Eurostar to read this, but if you do: my ticket numbers are 12461774 and 12461980

Wish I had stayed at home. Utter tedious nonsense apparently organised by 5 year olds

This company robs travellers without blinking. Their online ordering system does not inform you that England now requires an “ETA” electronic travel authorisation, which Eurostar does not communicate to you until surprise surprise, happy Birthday, not only am I not going to let you board the train, I am charging you to change your ticket and you get to wait for the next train, at the train station… while boarding you get the news, no ETA? Let me charge you €60 each ticket to reassign you to a later train?! I am not sure why “star” is in the name of this train company. Look at its poor ratings. The lady did not even appologize and showed no empathy while requesting €60 each ticket, €120 more on top of €250 each train ticket. No more train for me, we are flying now.

After a very stressful booking and refund situation with Eurostar, I was very fortunate to speak with Lauren from the UK customer service team. She was kind, patient, professional, and truly caring. She helped me with the refund process and enabled me to make a new booking in time to return home. Most importantly, she helped me through my stress and calmed me down. Thank you again, Lauren, for your excellent customer service.

Absolutely horrible experience. Staff was incredibly rude. Truly have never been treated so poorly by staff anywhere in my life. Was absolutely not okay the way staff talked and treated their own customers. Do not waste your money to be treated like garbage. Will never ever be riding or supporting this business ever again.

The customer care department goes above and beyond to solve any problems. A very big contrast compared to our local train company.

Customer service is excellent. Website very efficient and Eurostar is my favourite way of tracking

I would give them zero stars if i could. They emailed us hours before our departure that the train was cancelled. The customer service number is not a real number or at least is no longer in service. Although the email said we could switch to a new train that was not possible on their website. The next train out was unavailable even though it said it was online. I would NOT trust this company to take out my trash, let alone take me anywhere. This company sucks so bad. Do NOT try and travel with them unless you want to be left with no help at all. I’m trying to process the refund right now but i’m sure they’re mess that up too and try and keep my money.

Cramped claustrophobic so called departure lounge at St Pancras with no free seats. WiFi did not work on the train.

Exceptional service by the Special Assistance Team who were kind, caring, sensitive, helpful, thorough and efficient. They treated us with courtesy, patience and understanding as they went above and beyond to support us in handling our travel arrangements. We were very grateful ... and impressed.

Hopeless help centre and customer service. You just go round in circles with no answers. Useless

I need a ticket to accompany my mother that is handicaped. There is a reduced price but it is litteraly impossible to get access to it. On the app you have no possibility to contact assistance and no information on assistance for handicaped people. When you create a case they send you to a phone number that is making you crazy buy asking you to press number 6 after calling (and waiting hours, and this is not working as it brings me back to SNCB !!!! SCANDALOUS

Pippa from Eurostar was amazing at resolving an Issue i had on my reservation,
She was attentive, communicative and provided a human treat.

I appreciated the way She handled it, the solution provide made my day and removed all the stress from the original situation.

I am thankful for that

Our TGV from Lyon was delayed, leaving us with precisely 14 minutes to get off the train in Lille-Europe, up to Eurostar departures, through ticket checks, security and two passport controls to get on the train to London. As a not-very-nimble couple in our seventies we thought we had no chance but thanks to the heroic efforts of the Eurostar staff we made it- heartfelt thanks to you all.

Less than one star.
I understand that train cancellations can happen for unavoidable technical reasons. However, the way Eurostar handled the situation was completely unacceptable and extremely disappointing.

1. The disruption notice clearly stated “Food expenses: up to £35 per person,” without distinguishing between breakfast and dinner. Later, customer service suddenly claimed that this only applied to lunch/dinner and that breakfast was limited to £14 per person, so they would only reimburse £28 for two people. This was never clearly explained anywhere on the notice provided to passengers.

2. As this was the last train of the day, we were told that hotel accommodation would be arranged. However, the system remained “pending” for hours and we eventually had no choice but to find and pay for a hotel ourselves late at night.

3. After forcing all passengers off the cancelled train, staff then rushed everyone out of the platform area because they needed to clear the station. The way this was handled felt very unfriendly and lacking in empathy toward stranded passengers.

On top of this, the reimbursement process has been extremely slow, and staff responses mostly consisted of “there is nothing we can do.” It genuinely felt like there was no proper system in place for handling stranded passengers during major disruptions.

Very disappointing experience overall.

Really very helpful customer service team! Notably for assisted travel 👏🏼

If you get to speak to a Customer Service advisor they are very helpful and efficient.
However, the process of even getting into a queue to wait for an advisor is diabolical and took us over 3 hours of continual calling and being told the queue was too long to join. Online help - Useless!

I would like to thank Dale. He was very understanding and extremely helpful throughout the customer service process.

Recently travelled to Paris and back from the UK with my wife, to be with my family and attend the funeral of my brother. All trains were on time and the staff certainly went the extra mile to ensure we were comfortable during this very difficult time. I can't thank them enough for their kindness and support. My wife and I were both moved by the care and attention taken by the train manager Mr A Korch and Benatane Farid who were exceptional and a credit to the organisation. Thanks again.