Eurostar Reviews 

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.

We recieved an email from Eurostar the day before travel advising us that due to boarder controls that we needed to arrive at least 90 minutes before the train departs.

Despite lots of staff milling about laughing and chatting you are not able to check in until 45 minutes before the train

We had to stand in a queue for one hour BEFORE they opened the check in

As we were the first train and staff were on they could have started check in but they didn’t so people just stood in a very hot queue waiting and there were very long delays

No more efficient than a flight ! Won’t be doing it again

Now our train is going to be 30 minutes late because of the delays at passport control in Amsterdam. Travellers were there early - passport control wasn’t open !

First of all I will focus on the negatives , which are always similar . Security “ you handbag Madam ! “ my reply “ I haven’t yet finished “ having loaded my backpack, rucksack, small case and coat,I had prepared watch and phone in my cross body small handbag to take them out …is it really necessary to insist people to do everything in one go…like the security officer we have each one pair of hands and there’s a way of speaking to people without aggression!! Similarly Mr Officious and Mme Sullen, unsmiling and mute on border control.
On the contrary the guy at front of house when gates were open was helpful and polite, likewise the operative in the kiosk when our tickets were not recognised was more than pleasant, patient and helpful and also the young lady at the passport electronic gates. The train manager Andrew and colleagues were great as usual and the food and service in the train very good .pity the security staff can’t apply the same standards !

Absolutely horrendous experience!!! Been with Eurostar multiple times and always it's an adventure, not in a good way. Massive delays, cancellations and staff don't care one bit. Refund policy for delays is absolutely horrible as well. 5 hours without food and water. You must be joking. Fly people, it's faster and more comfortable.

From London to Amsterdam: 2,5 hours delay plus the train cancelled at Brussels station and they left hundreds of passengers with no help.
2 days later return from Amsterdam to London: 3,5 hours delay and no further info yet.
Stay away!

Terrible experience with Eurostar.

Our outbound train was cancelled while we were already on it, leaving us stranded at Brussels Zuid with no onward train to Amsterdam. We had to arrange alternative transport ourselves, while one of us was travelling on crutches.

The return journey was just as bad. We were told there was a risk to our direct Amsterdam to London train and were instructed to leave Amsterdam early, take a train to Brussels, and connect there. The email said we would be accommodated, but we were not actually booked on the Brussels service. We then had no guaranteed seats, again while one of us was on crutches.

In Brussels, we were refused boarding on the earlier connection and had to wait for our original train, which was then delayed by over two hours. Eurostar made us leave Amsterdam early just to sit waiting in Brussels for a very delayed train.

Extremely stressful, poorly handled, and unacceptable. Would not recommend.

Amazing customer service. They look at each case in particular and don’t standardise answers to everyone.
Also, friendly, understanding and generous service.

On my recent holiday to Provence I received perfect and very welcome Assistance at every station on my journey, and I am very grateful to everyone involved in that service, thank you all

Unless it's a one-off, there appears to have been a significant improvement in the capacity of the call centre. previous calls - none of which could be resolved online could take up to an hour. On this occasion they picked up the call within 3 minutes

Once again I’m on a eurostar and there’s trouble. I take this train 6 times a week and EVERY time there’s trouble. Now we are stuck in Schiphol on a train from Paris to Amsterdam and we are stuck in Amsterdam. After 30 minutes they tell us the train stopped and we need to leave the train. Every time this train is trouble. I cannot wait for some competition to come for Eurostar because not only is this train unreliable but it’s also extremely expensive! This trip costed me 118 euros and just drops me in a different location with a delay of over half an hour. Worst service ever.

The issue was quite unpleasant, but the employee I was able to get hold of via phone was so helpful, patient, and cheerful that I afterwards felt a bit sheepish for having hesitated so long to approach Eurostar.

I had a very positive experience of Eurostar's customer service. We had to cancel a booking at very short notice because of sudden illness; I filled in the online form to ask what we should do and received a very helpful personal reply in less than an hour. They went the extra mile to help us at a very stressful time.

It took a little while to get through to a person, but I was able to speak to someone who could genuinely understand and respond to my query. My problem could not be resolved through the online system, so I had to speak to someone, and it was so refreshing to be able to do this and resolve everything in one short call.

Departing from Amsterdam felt like getting on a plane, but without sunlight, shops and fewer seats. Faster turnaround at security, but more chaotic, crowded and a worse experience overall.

A dedicated terminal built into the historic station sound good, but practical result is horrible; instead of waiting on the platform with a view and fresh air you are crammed in a bunker with all the other passengers.

I have often used trains for work on the London–Brussels and London–Paris routes. The trains are often delayed, sometimes by more than an hour. When that happens, you are given a £5 voucher that nobody accepts, not even at the train bar. The waiting rooms are not adequate for the number of passengers, leaving you packed in with thousands of people. The toilets are old and dirty, especially in Brussels. The first-class carriages are terrible, dirty, and the breakfast—if it can even be called that—is really poor, with small portions and low quality, despite a fare difference of more than £130 per leg. Security checks often take a very long time. At this point, flying is better; for the same route, it takes an hour and a half less. It would be time to allow other companies to serve the route, finally ending Eurostar’s monopoly and opening it up to competition.

1st class seats are horrible. The bar is closed more than 50% of the time