Eurostar Reviews 

Would give 0 if I could, the Eurostar on the Paris side is always a mess, the staff is rude and not helpful. Since they’ve changed security provider it’s gotten worse. You paid £200 pound for a ticker to queue for 4 hours in the heat and a cancelled train

28 May 2026 - Train from Paris to London experience: Eurostar ticket machines at Gare du Nord kept freezing. Train was delayed by 116 minutes and passengers who had booked on the train after ours boarded their train before us and left. Communication was non existent. Searing heat but no water or refreshments offered which I believe is a legal requirement. On my return, I claimed compensation and it defaulted to a voucher. Legally you are entitled to a partial cash refund but Eurostar refused to exchange my voucher. Appalling service.

Travel booked with Eurostar because we thought it would be easier and more relaxing than flying. Couldn't have been more wrong.
Arrived for our outward journey (from London) in plenty of time. Joined the queue as soon as it opened, and snakes around the station like some dreadful theme park for an hour. Finally made it to the train which was delayed leaving.
Our return train was cancelled, so put onto one 90 minutes later, which was then delayed by 1:40. The waiting area was full (dangerously so) with thousands of hot and frustrated passengers, with nowhere to sit and difficult to move. The whole experience was carnage.
Events might happen that are outside of a company's control, but how they respond is within their control and the explanation, management and entire experience was farcical.
If you have the choice between flying or the train, get yourself to an airport!

One star for the targeted discrimination at check-in while going through customs. On 07 July between 5.30-6am I witnessed immigration and Eurostar staff giving priority to all UK passport holders, they seem to enjoy aggressively telling non UK and french passport holders to remain in the long queues. There were inappropriate comments as well from agents, 'not our fault blame the french immigration for delays'. Apparently being part of the Schengen area is now a cause for unnecessary double standards. Looks like some people need to get training on inclusion and how not to discriminate loudly in public

1. Ahead of our journey, trains were cancelled and moved, forcing us to reschedule connecting trains.
2. Ahead of the journey, the Eurostar customer service never replied to my emails or answered my phone calls.
3. During the journey there were no functioning toilets. We had to get off at a station to pee (and pay for it).
4. Going from Köln to Paris we had to switch trains in Brussels due to technical trouble (the toilets). The toilets on the new train were also out of order.
5. The interior was not maintained.
6. There was no place for garbage on the trains.

First time to use Eurostar in many years only to have have my train from London to Dusseldorf cancelled the night before travel!
This completely up ended my plans and had to book a flight at high last min prices.
Things will need to improve a lot before I risk choosing Eurostar to travel with.

We decided to travel with Eurostar, and honestly it was one of the most frustrating travel experiences I've ever had. The entire system felt completely disorganised. There were delay after delay, and passengers were left standing in queues for hours in the heat with very little information.
We eventually departed more than an hour late, turning what should have been a straightforward journey between London and Rotterdam into a much longer and more stressful trip. The return journey was no better.
To make matters worse, the food and drinks on board were extremely expensive, with prices comparable to those of a top restaurant, yet the quality certainly wasn't.
Overall, it was a very disappointing experience from start to finish. Sadly, I would not choose to travel with Eurostar again and would not recommend it based on this experience.

Never again, just fly, it’ll be much faster and cost 3-4x less.

Absolutely awful service, extensive delays with no refunds or alternatives, they will have you waiting like a piece of cattle for hours on end, it should not feel like you are travelling to the moon when going to Rotterdam, and customer service does not give you a human and only corners you into a dead end where it hangs up on you. For the astronomical price of this service just take a flight, do not martyrise yourself with this.

Our first experience with Eurostar will also be our last.

Our outbound journey from London to Amsterdam was cancelled at Brussels with very little information or support from Eurostar staff. Passengers were effectively left to work out their own way to reach Amsterdam. We received conflicting information throughout the disruption and ultimately had to use multiple connecting trains to complete our journey, arriving over four and a half hours later than scheduled.

Unfortunately, the return journey was no better. Less than 24 hours before we were due to travel home, Eurostar cancelled our train and simply offered the choice of a refund or rebooking. There was no practical assistance or consideration for the fact that we were already in another country with accommodation, onward travel, and work commitments. We were effectively left to resolve the situation ourselves.

As a result, we had to book a much more expensive flight to a different airport at short notice and then pay additional transport costs to get home. The disruption ended up costing us significantly more than the original train tickets.

To make matters worse, Eurostar’s compensation system would not even allow us to submit a claim for the disrupted outbound journey, requiring us to contact customer services separately.

We understand that cancellations can happen and appreciate that not every disruption is within a company’s control. However, what customers do expect is clear communication, practical assistance, and support when things go wrong. In our experience, Eurostar failed on all three.

This was our first time travelling with Eurostar, and based on the complete lack of customer care during both our outbound and return journeys, we would not choose to travel with them again.

Appalling company. Cancelled my train at 48 hours' notice due to 'the heat'. There was no heat then, and no heat forecast. I had to pay an extra £199 to travel on the same day, and my Paris to London single ticket cost £458 plus an extra £21 with the new travel insurance. Can't get reimbursed, can't get into the compensation tool (says I'm not eligible) and response from Eurostar so far is to contact them again as their systems are malfunctioning. The 'premium' ticket came with a badly stained seat and a visibly old and run down carriage.

Where to start..being a very frequent user of Eurostar to Brussels I had few negative comments to make previously, however my last experience certainly made up for that.
Two trains cancelled due to extreme weather conditions (I wouldn’t call 23 degrees extreme). Then forced to pay £75 more for a Standard ticket when I had booked Plus.. (otherwise leaving on a different date which was not possible).
Then being delayed for 85 minutes.
I did try and ask for a seat on Eurostar Plus but was told it was full..only to find this was not the case at all and there were plenty of free seats. When trying to process a refund being told my ticket number was incorrect when I was uploading the ticket with that number on.
Phone line not even accepting calls after spending 10 minutes on line.
Totally disgusting customer service.
Will never travel with them again.

Can this company get any worse in terms of the quality and reliability of its trains? The frequency of delays and cancellations leads one to suspect that its rolling stock replacement and maintenance programmes have been significantly curtailed to the point at which it is not able to deliver a reliable service. Mr Branson please hurry up and put this business out of its misery.

I had reason to make a claim for a refund due to a removal of a coach from service. I claimed a refund for an upgrade as no seats were available in the class I had booked but were available in a higher class. This was handled without any question. First class customer service in my opinion.

Expensive, almost monopolistic and never on time!

Melissa went over and beyond to help my husband and I to buy our accessible and companion tickets. Melissa was patient and polite over the phone. Her tone and speech speed was perfect for me to understand. She even booked our seats to our request. We know that disruption might happen and seats and trains might change, but she assured us that if we need help, we can call or ask. They will try their best to help us accommodate to our needs.

My iPhone fell through a missing floor air vent on a Eurostar train because the protective grille was missing. I reported it immediately, and the phone is still underneath the train, yet Eurostar has made no meaningful effort to retrieve it.

The customer service has been just as disappointing. I've sent countless emails, receiving either no response or automated replies that clearly haven't addressed what I actually wrote. Calling is impossible—either the line disconnects or I'm left on hold for over an hour.

I was travelling with my 10-month-old baby, and that phone contains irreplaceable photos and videos of his first year. I cannot understand why it's so difficult to speak to someone who can simply arrange to retrieve a phone that is right there.

The lack of communication, accountability, and care has been completely unacceptable. I expected much better from an international rail operator.

Trains cancelled, zero help from staff at station and zero contact via all other methods. Disgusting customer service and care. Never using again.

Still waiting for reply on how to get money back as the website and live chat just directs you to a contact us page which is not helpful in the slightest.

My train was cancelled. I was not allowed to change within the same day: no spaces available for the basic rate, unwillingness of eurostar to upgrade to plus rate. The contact phone number was unreacheable. My contact form was not replied to. A direct message on X was not replied to.

I had to take a train on the next day. This required: accommodation cost, food cost, one day off work cost, disruption. The train on the next day was delayed with huge problems at the french border's security.

I am deeply dissatisfied with the whole experience. I will not travel with Eurostar going further.

I had an extremely disappointing experience with Eurostar. My train from Amsterdam to London was cancelled twice, and this was not just a simple inconvenience — my visa is close to expiring, and these cancellations created a serious problem for me.

Today on 30th June at around 11:30, I waited in a long queue at the terminal to speak with a staff member named Noa and ask for help. After explaining my situation, including the fact that my visa was at risk because of the cancellations, the only response I received was: “This is not our problem.”

Hearing this was extremely upsetting, especially as an Iranian traveler who does not have the same rights and protections as an EU citizen. The way this situation was handled felt deeply unfair and dismissive. Instead of acknowledging that I was facing a serious issue caused by Eurostar’s service disruption, I was treated as if I were responsible for the problem.

No explanation was provided about what I should do, what alternatives were available, or whether any exception or support could be considered for a passenger in my situation. The complete lack of empathy and refusal to offer any meaningful guidance made the experience feel discriminatory and disrespectful.

If the train had not been cancelled, I would have returned on time according to my original plans and none of this would have happened. After spending a significant amount of money on this journey, I expected basic respect, understanding, and customer support.

Eurostar’s cancellations were already stressful, but the way I was treated afterwards made the situation much worse. This is not the level of service and humanity I expected from an international company.