We arrived late for our train by a few minutes, so we missed our train but the eurostar office was able to put us on the next train straight away. The customer service at Kings Cross station by Nadia B was amazing and very professional. Best customer service recieved with eurostar by far
Thank You Very Much Nadia B Keep Up The Good Work. Eurostar should employe more people like Nadia B
Review by Faraha4 weeks ago
Just a bit of advice... shop around!!
We recently booked a train & hotel package on the Eurostar website, expecting them to have the cheapest Eurostar rail prices. About half an hour after paying, we found that last minute.com, had the same tickets £100 cheaper. Contacting Eurostar immediately, they were totally unhelpful and weren't prepared to move on the price.
Review by Infusium1 month ago
Eurostar state on their website that they review their hotels. I booked a train and hotel package. The train was perfect but the hotel was a disaster and falling apart. Contacting customer services was a challenge and they stated they were not responsible for the hotel which later they agreed was incorrect. Whilst I received an apology for the lack of support I was informed that my hotel booking was non refundable as per Eurostar policy. I have complained to ABTA as their first response was unacceptable
Review by Kaleroy1 month ago
* Very low security.
* No Wi-fi.
* Poor conditions - quite dirty.
* Cannot change name on ticket. You can do this on easy jet flights - why not eurostar? Name not checked at all on tickets though so no need to rebook a ticket if this happens to you.
* Poor booking system - I believe caused an auto correct mistakes.
I accidentally booked two tickets under my name instead of my name and my boyfriends. I believe it could have been an auto correct error as I spoke to someone on the phone who said that had happened previously. Euro star did not allow me to change the ticket name. I had to book another ticket that cost £189 plus £10 phone charge. Either their booking autocorrection error (I think this was possible) or I made a stupid mistake that I was charged a lot of money for. Users make mistakes and Euro star should be more considerate of that in their terms and conditions.
Very disappointing user experience. Unless I get a refund (or part refund) I will never use again. But I feel that they do not care if I use it again.
Review by Emne Gustaf1 month ago
This is 2019 and the WiFi service on the train is horrible.
The food also has almost no choices even when you have an upgraded ticket.
Pointless and even though it's cheap would not recommend.
Review by Khrisna1 month ago
Booked a train to Cologne, several weeks in advance - for a family reunion. (Eurostar - Brussels and then Duetsche Bahn to Cologne)
saturday morning out - sunday morning home
a couple of days before the trip, my aunt went into hospital, and we would not be able to see her until sunday.
I asked the customer relations department at Eurostar if we could get the evening train home
"yes, of course, there is plenty of space. I can book your tickets now"
"so, what about our current tickets, do we get a refund, or a rebate on the price of the evening train?"
"No. they cannot be used, we cant offer a refund and we will not give a rebate on any other tickets"/
"so the only thing we can do is rip them up?"
"you can use them if you come home on the morning train, other than that, they are just worthless paper"
Deutsche Bahn would have honoured the tickets at any time on Sunday
Eurostar would not
Eurostar had seats. they were willing to sell them to me at FULL price...I was willing to pay extra, to make up any difference in price. I was not willing to be scalped.
a Nasty company that has zero Customer relations skills
[we came home via Eurowings from Cologne/Bonn, and - even with all the extra travel - getting to Cologne/Bonn airport, and getting home from Stanstead - it was cheaper and with similar travel time]
[edit after seeing reply from Eurostar (below)]
No, I argued at the time, and I sent complaints after the fact.
You did not care then. It was all about getting/keeping the revenue.
You do not care now. It is all about trying to appear reasonable in the face of a legitimate complaint.
I Live in London and travel to the continent frequently, for family and vacation, and will never use Eurostar again
Review by DeQuay1 month ago
Terrible terrible service by the Duty Manager at the Brussels Terminal. He is rude and full of threats. Causing a emotional trip and stressful departure. Will not recommend anyone to get close to the duty manager, unless you wish to be interrupted, threatened and treated rudely. Horrible, just horrible.
Review by Joscelyn1 month ago
When I tried to book tickets for my return to the UK on Sunday 22nd September I was told there were no trains and no alternatives (really!!!!).
I therefore had no alternative but to book a hotel in Brussels and a more expensive Monday am Eurostar back home.
Imagine my surprise when I turned up at Brussels to discover that trains were running but that the last one had gone.
when I contacted Eurostar customer services to at least get some of the extra cost of my ticket reimbursed they were entirely unwilling to offer any compensation.
There response as follows:
"I am afraid if there were engineering works due to take place we do not release the tickets for sale until the timetable is updated. In this case I believe they were cancelled and we then advertised tickets for sale.
I am afraid we are unable to reimburse the extra costs due to this"
Review by CustomerToni1 month ago
Very dishonest .. I have booked a ticket for me and my kids in 24.72019 train has been cancelled no information has been given .. No email No text msg as I arrived at the train station the staff had to tell all the passenger to return home .. of course some of them had to sleep in a hotel as they came from other cities and use their money which they said they will pay in full or return home with Uber and show the recipients so they will refund the expenses.. I had to struggle to get my expenses now they came up with this
Sent from my iPhone
Begin forwarded message:
From: Eurostar Customer Care
Date: 17 September 2019 at 14:22:47 BST
Thank you for your patience while I had your claim assessed, our compensation team have approved £50 towards the reimbursement for the taxi you used, please allow up to 10 working days to receive this into your bank account, depending on the bank in question.
I understand that the taxis in total were higher than £50, but I must confirm that £50 is the most that any passenger is able to claim in the event of taking a taxi due to a Eurostar delay. If you would like to claim the rest of your taxi fare, I would advise you to speak to your travel insurance as they may be able to help with the remainder of the cost. If it would help, I can certainly supply an email with details of your disrupted journey.
Please accept my apologies once again for the issues you've faced, and if I can help with anything else, please do let me know.
Review by Dmquiniv Meckiffe1 month ago
First time with Eurostar this week.
We had first class InterRail tickets which allowed us access to premier class seats on Eurostar. We had to reserve seats, which cost £33.50 per head. We managed to change reservations for an alternative inbound station when our plans changed. We were changed only £10 to do so even though T&C suggested we'd have to pay full price for reservations again.
Everything went to plan. All trains were on time. There are insufficient seats in the pre-boarding area and on the trains the air conditioning was inadequate in the tunnels. However, the charging points worked, our vegan meals arrived as arranged and were very good. Generally very civilised and comfortable.
It would have been helpful to know that Bruxelles Midi and Brussel Zuid are one and the same place, but you live and learn...
Review by Swavey Prandolini2 months ago
Staff at London St PANCRAS could learn quite a lot from the Lille and Avignon staff. So rude and arrogant. I suffer MS and struggled to get my case on the conveyor. When my elerly travelling companion suggested they help me he said' you got it here, do it yourself' disgusting treatment for the cost.At the other end and at Lille all staff were charming helpful and aware of my problems.it ruined the start of my holiday and the French staff at Lille more than made up for London ruse arrogant uniforms....
Review by Endoscopy Alphons2 months ago
DO NOT USE! EXTREMELY EXPENSIVE, I tried to reserve two seats on the day (despite there being many empty seats) and was told it would cost me an extra £360 on top of an Interrail ticket that costs £542! you couldn't make this up. If i'd have known i would have flew. A staff member of Eurostar said ''well it''s like booking an airline ticket''! No it isn't because when you book an airline ticket you automatically have a seat!!!
Review by Makylee Alzain2 months ago
Eurostar's booking system glitches leads to customers paying exorbitant amounts for its errors.
I bought a return ticket London-Brussels for 22/08/19 on the first and last trains of the day. However, when I went to scan my return ticket on that day I was told the ticket was for the last train the next day on 23/08/19. I felt gutted and ashamed and being extremely tired because of the very long day trip, with no much battery left on my mobile and with the pressure building up because time was running fast to get the train I wanted, I decided to exchange my ticket for the one I needed and paid 182.50 euros for it. This was a huge blast to my poor economy as my original ticket was £29.
I thought about it and concluded that this wasn't my mistake because when I booked the tickets around 21.05.19 I was looking for the cheapest and earliest journey available and I first checked on 4th August being one day after my birthday, however it was more expensive and at the end I had to take the 22nd August for being the one fitting with those plans. However, I decided to double check because I had seen some prices changed at one point on my search and I went back to check 04.08.19. To my surprise the price was what I wanted; £58 and after double checking everything I clicked on buying.
When I received the confirmation email the date booked had changed to the 22.08.19 and I thought 'oh, there must have been a system problem', however, I left it there because I had already tried all possible dates and the first available one for the price I wanted after 04.08 was 22.08. I never checked the return date thinking of course that it had gone back to what I had chosen first; to go and come back on 22.08.19. I never wanted to stay the night in Brussels because I didn't want to pay for accommodation, that means I never ever looked at any ticket after the 22.08. knowing the least I could pay was £58.
Under these circumstances I don't feel is fair I had to pay for this ticket, I'm very sure I didn't made a mistake as I'm very careful when I book tickets being experienced on travelling with Ryanair. I take time and double check every piece of information I need to fill or confirm. As I say above I booked for 04.08.19 and I received an email with a ticket for 22.08.19 and returning on 23.08.19, I never looked at any return ticket after the 22.08.19, so how could I have got such a ticket?
After complaining to the company and getting help from London Travel Watch, Eurostar refuses to offer any refund or compensation, and there are other people in this page that have experienced similar issues in August. How does Eurostar defend themselves when there have been so many glitches on their system on those dates.
They argue that as I got an email with the confirmed dates I am the one to blame, but how good is that when the problem is that their booking system doesn't work properly and makes mistakes that customers have to pay for?
Furthermore, we as humans make mistakes for many reasons and Eurostar acting so harshly and taking advantage of passengers' misfortune is cruel and corrupt. They make a fortune selling tickets as they're the only company offering this precious service particularly now that climate change is an emergency and they still punish customers this way. This is brutal and should be made illegal, a mistake should be penalized with a low fee and in the cases I'm talking about it is not even the customers' fault.
Review by Ghalil Beringen2 months ago
I recently took a day trip to Paris from London on the EuroStar. I had booked me and my daughter tickets online. On our way to return back to London from Paris it was brought to my attention that my return tickets were for the next day. I said can it be fixed, the reply was yes but for $337 more US dollars... I had no choice but to pay it to get back. I can understand paying something, but that was a big ripoff. I’m very saddened and probably will never travel or recommend them to anyone.
Review by Millionz2 months ago
Terrible experience with Eurostar. My second trip with them and I was treated more less like criminal.
I payed £88 trip London-disneyland and back. I mistakenly saw the wrong ticket and of course the wrong leave time of the train. I missed the train and I needed to pain £131 only for returning trip. Rediculus.
The worst company I ever used. I promised- it will not happen again to use these fraudsters.
Review by Otmane2 months ago
I do not like to fly so use Eurostar at least annually. I like trains and am happy to travel on them but it costs much more and takes significantly longer than air travel - so why don't train companies do more to make travelling by train more inviting? Particularly at a time when people are becoming much more conscious of their carbon footprint. Eurostar in particular has things going for it but ... Most recently I got the 'direct' service to Avignon. I called Eurostar but was simply referred to their website by someone who sounded like it was really too much effort to speak to me and they were clearly eating as they spoke. On a separate occasion, another less than enthusiastic person couldn't help with questions about the timing of their own services or of local trains so advised me to use Trainline! I did - and sucessfully booked all required tickets including the Eurostar trains I wanted. The service to Avignon was busy (as they all seem to be which surely is a positive that should provoke more change?) and is indeed direct in that you don't have to change in Paris or elsewhere but it stops en route. We arrived way ahead of the recommended time to go through passport control/security for the 07.19 train from St Pancras but it was chaotic with large numbers of passengers boarding trains all departing around the same time. (It is an altogether much smoother and more pleasant experience from Ebbsfleet but the service we wanted did not operate from there). The process was very slow and despite the extra time we had allowed we pretty much only just boarded our train on time with very little opportuniity to grab food/drinks for the long journey. On board offerings are totally over priced and inadequate in every way possible. Why don't they just sub contract to Pret a manger or similar? Also, why do they say there is free Wifi when there simply never is? Over the years there seem to be less staff on board and none of them I saw this time were particularly welcoming and once seen were then invisible barring litter collectors who appeared once in both directions and were great. We had to stop and disembark at Lille on the return trip for passport control x2 and security which no one tells you about beforehand (the tickets tell you to arrive at least 45 mins before departure for security etc - which we did - but this was unnecessary because there is no security at Avignon). Again, a laborious - but I accept necessary - process and all staff involved were excellent. The trains were exactly on time which was great and made up for a previous occasion when we were left stranded in Paris with an armed policeman at the Eurostar information point and not a member of staff in sight! I want to travel by train - and I have ventured as far as Venice so far - but nothing much ever seems to be done to make it an altogether more conducive experience. I know Eurostar is only one part of this but they could do much more in leading the way.
Review by Starborn2 months ago
A £30 fee to change each leg of your ticket is outrageous, extortionate daylight robbery - other European train companies with routes crossing international borders charge €5-15 maximum.
Review by Muirgen2 months ago
Worst train experience in my life. We took the train from London to Brussels and wanted to reach a connecting train to Germany. The Eurostar was late and the crew made a wrong announcement about changes to the subsequent connecting ICE during the ride so that around 150 people were not able to reach the ICE. My girlfriend even went to the train staff to double check their information as there was other information on Deutsche Bahn App.
Instead of taking any measures to help the stranded people, including families and children, Eurostar didn't do anything, changed their arguments of defense several times, and called instead the police staff to help closing their terminal. Finally they did blame Deutsche Bahn for not being able to communicate properly and one of the managers even shouted at the crowd of 50-60 people to shut up. The only help was to advise to book an hotel on our own cost and to take any train the next day. Thanks for nothing. Never again
Review by Luxent2 months ago
The absolute worst staff ever. They were rude, even shouting at people at times. They gave us no information, instead opting to insult passengers. One staff even threatened to deny boarding to a family with young children. I expect better treatment for such a premium price.
The actual train was fine (nothing special), and we arrived on time. However, save your money and just take a cheap flight. You're more likely to be treated decently by an airline.
Review by JaxWill2 months ago
We have used Eurostar twice whilst travelling around Europe. Once from London to Brussels and once from Paris to London. This review is for first class seats. We have had one of the best service from all the train journeys we have had around Europe. Changing our seat reservation at Paris office was seamless as well. It isn't cheap but definitely value for money. Highly recommended.
Review by Kharlos Isikwe2 months ago
It’s a means of getting from A to B. That being said, it costs less to fly, the interior is a little cruddy, the food is overpriced cheap-crap, and the onboard WiFi doesn’t connect to the internet...
It’s pretty ridiculous.
Review by Almerie2 months ago
a customer with eurostar for many years now. travelling usually business premier. VIP lounges and customs areas overcrowded and poor choice of shops. Rat infestations at Gar du Nord, when staff is alerted, they just shrug their shoulders. poor choice of magazines, partic. in English both in trains and at station. WIFI in train compared to other european railway lines poor. train interior and seats compared to other european countries (at a quarter of the price) very poor. food - shame on you raymond blanc, consultant to eurostar - for dreadful food. chicken inedible, near cold, tastless, small portions
Review by Syedsaghir2 months ago
Got a train from Paris Gare Du Nore. Told it's not stopping at Ashford. No explanation, just 'not stopping'. Sadly our car was at Ashford, so highly inconvenient especially late at night with children and luggage.
Secondly, I do feel the toilets in the Eurostar waiting area in Paris deserve a special mention! Like something from the third world, floor in a disgusting state, toilet roll everywhere, bins overflowing, suspect substances on the cubicle walls, toilet itself looked like it hadn't been cleaned in weeks. Inoperable, dirty looking taps, mould round the basin, filthy tile surround. Not enough soap dispensers, hand dryer not working. Was literally worried about touching anything.
Shameful, and the 'cleaner' looked completely disinterested.
Get your act together Eurostar.
Review by Sienard Handshaw3 months ago
The service is generally good, but there are occasionally problems. The staff want to help, but are usually overwhelmed. The prices have risen in the last few years, as a result of the increase in traffic, but if anything the quality has gone down. Phone service generally good in English, but less so in French.
Review by Darceys3 months ago
How can a service that used to be so good get so broken, so quickly? What levels of incompetence are needed to tell passengers that the queues are due to ‘busy period’ = holiday season, hardly a surprise, pretty easy to predict and react to. Which executives are willing to fix this, and which ones should be fired for allowing this to happen? When will you realise that most of the promises made to customers are broken - NOT hassle-free, NOT convenient, NO LONGER cost effective, NOT stress-less...
Are these problems recognised? Will they be fixed? If not, i’m Happy to switch back to flying, and would suggest that if it keeps going this way, that the last person out switches off the lights.