Eurostar Reviews 

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.

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.