Eurostar.com Reviews

Points from my latest journey have not been added to my account (even though I included my membership number when I booked). Have messaged them on Twitter AND filled in the missing points form online and they still haven’t been added. Eurostar customer service is absolute garbage, I assume the staff is all WFH ie watching Netflix.

Absoolutly rediculous why Eurostar are not operating even one service per day from and to Ashford International. To travel to the continent from East Kent by rail you will have to travel 40 minutes to St Pancras and then travel back on the same rail line passing Ashford where you could have actullay boarded. Needless to say I will not be travelling by Eurostar anytime soon and instead travelling by Eurotunnel in my car. I wonder how may others are doing the same?

Eurostar cancelled our service from Paris to London. We had to travel by ferry, train and coach to get home because there were no alternative options available. I have requested a refund of my fare six weeks ago. Eurostar have not even responded to my request.

I booked a trip in 2020, because of the pandemic it obviously got cancelled and I was issued with vouchers. In fairness to Eurostar they did keep extending the date of when I had to book the trip by.
I tried to ring them two weeks ago to say I wanted to extend the vouchers as I’m not off till end of May 23 and in the website I couldn’t book that far ahead. No response, either by email or phone. I decided to book in April for a short break. I booked the insurance and was in the booking conditions I was permitted to cancel the insurance within 14 days. I tried to cancel. What a joke! Eight emails and five phone calls later, no matter what day or time I was in a queue for a minimum of 10 minutes, and still no response. Unprofessional, no customer service at all.
What is the point in insurance if you cannot contact them when needed.
Absolutely disgusting way to treat people. Take money of customers then totally disregard them.
Somebody should investigate the company.
Disgraceful!

Booked a Standard Premier Eurostar ticket through Trainline. Needed to adjust it within 75 minutes of booking (partly because it transpired that Standard Premier was not ‘First Class’ as Trainline listed it, but merely economy with a meal). There is no Eurostar support on the weekend, and no ticket flexibility. Not to mention that my one way Eurostar ticket cost £275…at midday on a Tuesday. Whole experience is dreadful.

We were booked on a same day trip to Paris from our vacation in London on July 15, 2022. We were told by our travel agency that our vaccination cards were fine but Eurostar representative pulled us from line because our vaccines were 15 months old. There was nothing in our literature that mentioned updated vaccine cards. No one had informed us of this even though we had received correspondence from Eurostar. The train was way overbooked and we had to get a Covid test that made us miss our train. We were Not alone. They refused to refund our tickets and could not get us on a train except one where we would arrive in Paris less than two hours before the next train departed.Filling our our seats and still charging us for them is not what I would consider an ethical practice.

Stuck on the phone for 30 mins and no-one answers. The response to my email is that they won't reply directly and to go to their website. I want to change a return ticket (within their time rules) to a later time and different location. I literally want to give them MORE money but they won't answer. What horrible customer service. If I could give them less than 1 star, I would.

I always used to enjoy my trips on the train. Recently took my family and it was absolute chaos at check in both ways. At St Pancras I was booted out of the line with two young children and told it wasnt open until 20 mins later depsite another member of staff telling me to queue in that line, then a minute later someone else opened it up again and I was stuck at the back.

At Gare Du Nord we were penned into sections that seem to be completely jumbled up with different train times, queues for ticket changes, family passport queue took forever, then had to run with 2 under 3s to make the train.

Not an easy or pleasant experience for families and I will be taking the plane next time.

I was on the 10.22 train from London to Paris on 12 July 2022. Half way through the journey the train broke down and had to be towed all the way back to St Pancras station with no electricity or air conditioning.

Had to urgently re book a 7.00pm train which was also late. Now it’s after 1am and I am wandering the streets of Paris alone looking for my Air B and B accomodation.

Will never use this service again.

Prices have doubled on average in the past 2-3 years. They have a monopoly and are now completely overcharging

Better quality than flight companies

We went to London from Brussels and back with Eurostar. The bad: the train had a 60 min delay on our way to London. The good: Eurostar gave us 46 euros voucher for the inconvenience. I would have preferred cash back, but oh well, nice gesture. When coming back from London, we arrived quite late at St Pancras, but because my husband had a clutch, everybody was extremly nice to us and they made sure we didn't wait in the long queue to check in and have our passports checked. Definitely a better service than most flight companies nowadays.

This is both a specific and general (even global) review. I travelled on Eurostar London-Paris-London in June and it was the worst experience I have had travelling with Eurostar, ever. Going out wasn't too bad but the Gare du Nord at Paris really doesn't seem to be able to handle the influx of passengers that they must have been expecting because, you know, we all had booked tickets. We were penned like cattle into four sectioned off lanes and it took an hour even to get to the point of scanning tickets. No explanations. Then further penning into sections with no explanations while we waited at passport/security, with the line just not moving. And it was really hot. When finally on the train, the driver had the gall to blame the delay on "a bottleneck at security", as if it was the passengers' fault! We had nowhere else to go! You can pin it on all sorts of things: Brexit, COVID, staffing issues, but the fact is this was such a bad experience, and so expensive, that I decided that my next trip would be different.

I booked Easyjet to travel this weekend - £100 cheaper than Eurostar and everything much, much smoother. Coming back was so easy and CDG airport is lovely, calm, cool. The only delays were a late take-off due to air traffic at Gatwick, and the dreaded passport machines at Gatwick which seem to work for some and not others. I would MUCH RATHER go by train for the sake of the planet and my personal carbon footprint. But when it's cheaper and more pleasant to fly, something is wrong. Eurostar, you used to be excellent. Now you are horribly expensive and service is beyond poor. I felt quite sympathetic when you were struggling during lockdown when no-one could travel. I am now very unlikely to use your service again, unless prices and services improve. Not so much Eurostar as Unostar.

I raised a compliant via Resolver on 06/06/22 to get reimbursed for a cancelled train due to a power failure at Gare du Nord on 05/06/22. Despite multiple follow-ups, still not a single response! And now I'm paying interest!

No response to emails 14 days ago. Terrible service.

These five stars are purely for the crew on my train 2 days ago from Rotterdam to London. The train no. was 9145 on 08/07/22, leaving at 14.28 from Rotterdam. Wasiem was the train manager and so professional and helpful when the air con was not working properly for half of carriage 15. The other train staff were also very professional.
The company has terrible reviews - mainly due to no reliable help route for booking and refund problems. However, this is a shout out for some excellent people working for a company that likely doesn't deserve them. Thank you, Wasiem. Thank you, ladies.