Eurostar

Thank you Eurostar. Went to Brussels for four nights with my 89-year old mother and had a great experience. The assisted service was fantastic, the help receive made it possible for me to take my mum on the trip. The journey was smooth and easy. Efficient wheelchair service and very friendly, helpful porters. We were so grateful.

Our trip home from the Netherlands was cancelled. There were no representative from Eurostar at the station explaining what can be done to arrange alternatives. The customer services were unavailable for 3 days. The website didn’t recognise my booking so we couldn’t re-book for the next available journey. There were no additional trains put on and as such there was no availability for us to pay again for our journey home. When we tried to claim £800 in compensations for our hotel costs, food costs and alternative transport. Eurostar were only prepared to consider hotel costs and selected few food costs. The process of compensation was dragged out, I feel deliberately as the Eurostar website was having digital issues and they also lost my emails. I’ve still not received compensation over a month later despite me stressing to them I have a young family and times are hard.

Eurostar changed our train time at check in without telling us, resulting in us missing the correct train and then left us (2 adults and 2 children) with no seats and left us sitting on the floor like animals. We had to beg other passengers to at least let our children sit down. And now, after many emails back and forward with the usual generic defensive nonsense, they refuse to refund us or accept any wrongdoing whatsoever "well you made it back didn't you? We fulfilled our service". I would whole heartedly advise people to avoid them at all (extremely expensive) costs!! Shame on you Eurostar!!

Was refused boarding from Amsterdam to Brussels because I should have checked in 1 hour in advance. This was neither listed on ticket nor notified in any way. Furthermore: 1) Eurostar app is very buggy and often crashes during booking, 2) frequent travel programme does not work on many trips, 3) Corona refund policy has been very restrictive, often not working properly via website, and staying far behind competitors, 4) communications are often misdirected, e.g. I received an email “Since you are soon traveling to the UK …” whereas I traveled from Amsterdam to Brussels. I have had it and am scrapping Eurostar from my preferred travel options. The only good thing about Eurostar: their on-board staff is very friendly and helpful

They cancel train and refuse a refund.

They only offer time limited voucher. When things get going the voucher is limited to March 2021 - in other words their low season.

Offered to accept voucher instead of refund, if it was not time limited. Totally ignored.

What an appalling company. Travelled with them many times before - will NEVER do so again.

Does anyone know if EUROSTAR trains are fitted with any kind of air cleaning system similar to the High Efficiency Particle Filters fitted to aircraft?

Travel from France to UK on 21/12/2019 not possible because SNCF connecting train cancelled (Strike). No response from Eurostar for help in re-booking so had to cancel. A very poor way to treat a pensioner wanting to return to family for Christmas. unable to get through on phone. No response to several e-mails to help contact. The strike has been running for several weeks so not having sufficient support staff is not an acceptable excuse.

The most appalling customer service I've ever experienced in my life. I'll never travel with EuroStar again. I'd rather walk!!

A few weeks ago I suffered a *SIX AND A HALF HOUR DELAY* with EuroStar. Arriving into London at ***03:30am***.

The conditions were awful. It was hot and uncomfortable.

Customer service at the time was shocking. I only saw the Train Manager once during his single walk through the carriages, and he could barely take the time to speak to me. What did we get during the ordeal? A *CUP* of water (not even a bottle) if we walked to the cafe cart ourselves, and a fun-size twix each!

That was shocking enough, but the customer service afterwards was even more appalling. So there's a sliding scale for compensation in this type of case right? Between an hour and two+ delay. But when something goes catastrophically wrong do you think the company should maybe take that into consideration? A six and a half hour delay is exceptional and something deserving of a special handling. EuroStar don't seem to think so.

I had to contact EuroStar multiple times to get my claim paid out as well. They only paid the percentage of the tickets originally, even though they had promised to refund our taxis.

The biggest insult...get this... Whilst I put my Mum into a taxi, I took the night tube home. The train manager even suggested we do this. I thought I'd be considerate and do it, since I could get home that way. It felt like travelling home with zoo animals, it was horrendous. So, I don't get indoors til gone 5am right.

EuroStar refuse to pay my *****£2.80***** tube fare!!

Compassion?

Customer Service?

Alien terms to these corporate jobsworths

This is an exceptional circumstance, I get that. For that exact reason alone EuroStar should be grovelling, saying 'usually we're really good, here, let me do anything to prove to you that when things go catastrophically wrong you can count on us. Please ride with us again'.

This type of handling would be a stroke of genius, promoting word of mouth recommendations of admiration that whilst it was an ordeal, they make sure you're sorted if something really off the scale from a normal delay happens.

Instead, they're quoting rules of carriage to me and making me waste my time, and producing the most annoyed and frustrated customer ever.

I literally tell anyone and everyone about how bad the trip was, how bad the service has been, and go into every single detail and communication I've had; there's not been a single person not shocked and appalled. I don't think I'm the only person that'll be put off ever using EuroStar after hearing my story.

For a company that spends millions of pounds on advertising, they can't even spare £2.80 of good-will for someone that's been so put out.

You couldn't pay me to go on EuroStar again. They don't deserve my money!

Train has been late a lot of times, where everything becomes immensely disorganized. Most often the toilets are awful and theres no way to cancel a trip only rebook. 30 pound change fee PER JOURNEY & head + extra costs. Not happy at all!

On the outward journey several toilets were out of order. Ditto coming back. In one that did work the wayer was not working and there were no hand towels. Very poor.