Eurostar Group

Negative experience: Here is my yearly review saying that Eurostar is still a disgrace, as they don’t allow pets. What’s more, 2 days ago passengers got stuck on a Eurostar train with no electricity. I’m so happy I’m not choosing them.

Negative experience: Worse customer service ever!

Negative experience: Luggage check unacceptable to have to lift suitcase chest high and assistance refused ! I am 76 and have hurt my shoulder by doing so

Negative experience: Worst train company customer service ever

Negative experience: Useless website. Keeps refusing to allow me to access the tickets- if I get them at the office - they will charge me to print them out !! Bloody con trick.!! Very unhappy.

Positive experience: For anyone asking how it looks underwater, it’s just like going underground in London, just dark you can’t see anything

Negative experience: The onboard Wi-Fi is utterly useless. Don’t advertise free onboard Wi-Fi if you can’t provide a proper service. This is misleading.

Fantastic experience: Excellent

Negative experience: Dogs are not allowed on board with the ridiculous reason: "Since our trains don’t have space to carry animals comfortably, we feel it’s in the best interests of pets, their owners and other passengers not to let them on the train".

Fantastic experience: Always a great pleasure to travel with one of these trains. Only 35 minutes and several per hour! And... dogs, cats or / and ferrets allowed

Negative experience: Slechtste klantenservice die ik ooit heb meegemaakt. Covid is er al twee jaar... een wachttijd van 6 maanden op een email écht niet!

Negative experience: Ayant pris mon billet en Février/ Mars 2020. Cela fait presque 2ans que je décale mes billets en payant systématiquement des frais supplémentaires (apparemment une différence de prix de billets). Je me retrouve une nouvelle fois bloquée car voulant partir chez la famille de mon copain pour les fêtes (donc - de 10j). Et sachant qu’une quarantaine de 10j est imposée + un motif impérieux est exigé… Il est inutile de payer pour rester enfermés ou se faire recaler. J’ai donc tant bien que mal essayé d’appeler Eurostar (que j’ai eu au bout de 2h et après de multiples appels), en expliquant que c’est la dernière fois qu’on pourrait décaler nos billets car l’année prochaine, je déménage en Amérique du Sud et mon copain, étant en droit, il ne pourra plus partir. Nous souhaitions donc soit la confirmation qu’on nous laisserai passer pour profiter de notre séjour, soit un remboursement. Et à part me réciter les explications du site que j’ai déjà lu (merci). Aucune compréhension, aucune empathie et aucune tentative d’améliorer la situation a été faite de la part d’Eurostar. J’estime que quand on paye pour un service, si on ne répond à ce service, la moindre des choses c’est de rembourser les clients concernés et de s’excuser.

Negative experience: It’s a disgrace that Eurostar Trains haven’t start departing from Ashford. The excuse about Covid is long gone.

Fantastic experience: Top

Negative experience: It would be nice to get a Eurostar train from Ashford !!! , I heard years ago that the management of Eurostar would love get rid of our station, if that be the case then it's about time to brake up it's monopoly on the HS 1 and opened opportunity to other UK and European rail company's and take us to Spain instead of flying and giving us with a green option !

Negative experience: When COVID hit I had no option but to take vouchers for cancelled trains, which I will never have a chance to use and now Eurostar doesn't want to hear anything about a refund. Anyone else in the same situation?

Positive experience: Enjoyed!

Fantastic experience: מדהים

Negative experience: Worst service ever, disgustingly dirty seats, think twice about using this company. Food is overcooked microwave TV meals.

Positive experience: Everything was fine, just feel it lacks a few more shops/duty free etc, bit boring if you've turned up 2 hours before as suggested, security took all of 5 mins, they took my litre of Jager for mountain fuel for the week which sucked. No spirits on the train, one bottle of wine or four cans only

Positive experience: Nice

Fantastic experience: Amazing customer service

Fantastic experience: Comfortable, easy and fast.

Fantastic experience: Super efficient and fast!!

Fantastic experience: Customer service were very helpful

Fantastic experience: Comfortable, calm journey - much better than flying

Fantastic experience: Traveled to and from Paris and the service and food was good. The train was very spacious.

Positive experience: Good train service (far better than flying!)

Fantastic experience: Nice and easy check-in, great food offering and good selection of beers and wine. Now for a relaxing journey to the French Alps

Positive experience: Ashford station is very good. But euro star have cheek increasing prices of tickets from 500 to 1000 and the train was only half full....

Negative experience: Appalling service. No response to e-mail request for help following connecting train cancellation.

Fantastic experience: Clean, calm, relaxing, bright and good facilities.

Fantastic experience: Great service as always

Negative experience: Every time I give it a try, I remember why I don’t use it. Overcrowded and unorganized terminals, trains late, getting stuck, unreliable timing... Don’t mind paying more than a flight for the convenience, but they are just doing a mediocre job with no competition to encourage improvement. Mediocrity for a decade

Fantastic experience: I travelled to Paris on Monday with two colleagues from work, this was my first experience and I must admit will not be the last. Absolutely a brilliant way to travel to Europe, we arrived in Paris without any hassle the staff and train in my opinion were faultless. On the return a few day's later we experience the same again, I can't wait for my next opportunity to hop across to France.

Positive experience: It's a great way to travel to Europe. Stress and hassle free. So glad to have the option of embarking at Ashford International. Plus they serve champagne there!

Positive experience: Trains were on time and clean. Little disappointed with the amount of luggage space when returning from Disneyland. Considering families would travel with prams there wasn't enough storage space in carriage 18 and 17.

Negative experience: Disorganised

Positive experience: Website was easy to use and reasonably priced.

Fantastic experience: Fabulous

Positive experience: Eurostar was well organised. The signs were easy to understand so you knew exactly where you needed to go. The lounge for waiting for the Eurostar for was large enough for a lot of people which was great, and although the seats weren’t exactly super comfortable they were still seats so that was great! There were staff available (not many I’ll admit) but they were around. The information desk wasn’t always manned but if you stood there for a while someone did finally come along!! The Eurostar itself was organised well into carriages for you to get onto and you stand in the right space for your carriage. The signs for this could be a bit easier to understand (especially when in France- as there is no signs for this at all and you really just stand in your half of the Eurostar rather than where your carriage will stop which means there’s a lot of rushing around when it stops. Inside there were a few issues getting everyone’s luggage into the spaces provided. Some people would add small bags into the large gaps meaning there was no space for the large suitcases. The Eurostar won’t let you leave your luggage in the aisles so you need to find a space whether it’s in your carriage or not. On our way there I ended up having to move our suitcases 2 carriages down which was a bit of a pain when coming to get off as everyone was getting off and we just wanted to down the aisles (opposite direction!!) Apart from that, the seats were comfortable enough, they had plugs in the seats to charge your phones/tablets etc whether by plug or USB lead, so that was helpful. They had a little flip down table on the back of the seat in front so you can put your things down in front of you, if you want to (great for books, work or children’s things to do as well) Every member of staff I came into contact with on the Eurostar was without exception. They were all polite. They took time to talk to you too, whilst still doing the job they need to do obviously! Overall I would absolutely recommend the Eurostar as a method of transportation to France. Yes it’s not the cheapest way to travel to Europe, but you get an excellent service and your items and you are safe.

Fantastic experience: On August 8, my daughter and I were traveling from London to Paris and realized that my daughter had left her passport at home. As we don't live in London we could not go home to get it. A lady called Myriam at the welcome desk helped us to sort it all out, escorting us to speak to the immigration officer and the custom officer, never losing her cool or her smile. She went above and beyond customer service. I travel regularly with Eurostar and have always been satisfied but this exceeded all expectations of the kind of service we could ask for! Absolutely superb! Thank you Myriam!

Fantastic experience: Brilliant trip

Positive experience: Souvent beaucoup d'attente

Positive experience: Last minute seat reservation changes. Turns out that no seats were reserved. Sadly not an uncommon experience. Ryanair service at BA prices. Could be so much better. Still beats flying.

Fantastic experience: Very happy

Fantastic experience: Great place

Positive experience: Lots of room even when crowded. Good WiFi in waiting area. Clean.

Negative experience: Confusing, even staff couldn't direct us properly. Almost missed our connection! Crazy. Would avoid!

Fantastic experience: I live in the UK, my partner in Belgium, we both travel every few weeks to eachother and now only use the eurostar as it is such an enjoyable, easy experience. Most of the staff are lovely and friendly, they have great accessibility especially as I have a disability which limits my mobility. They're always helpful and it's nearly always a positive experience. If booked in advance it's not too expensive, and you only have to be there 45/60 mins before the train leaves. Honestly could not recommend enough, especially as a frequent traveller as you get points which add up to free trips after a while. You're always informed of any (very rare) delays and compensation is easy if things are delayed dramatically. Will never fly to Belgium /France /Amsterdam again.

Positive experience: Ils doivent améliorer la durée d'attente des contrôles à Paris Nord, plus d' une heure de queue. C'est surtout le point négatif. À Londres, pas ce problème. Le reste de la prestation est selon le prix que vous mettez. Plus la classe est haute plus vous avez de choses.

Positive experience: Simple and not too busy, enjoyed my travel.

Fantastic experience: As usual, good service and timing.

Negative experience: It was adequate..but I expect more when I've paid for premier class . Toilets were dirty and sink was brown .

Fantastic experience: Would recommend this for everyone.

Negative experience: Absolutely terrible customer service even for carte blanche holders. I’d recommend a plane. Food on the train is terrible. Buy something from kings cross first.

Positive experience: It's a train !

Negative experience: Booked to take my partner to go to Paris for his birthday. As a first time customer I am Absolutley DISGUSTED TODAY with the way that Eurostar have treated a Customer. All I received was a text message to say change of travelling details just saying sorry for inconvenience. Opened website to view that both the day's that I had booked had been cancelled from Departure and Arrival Destination, that now I would need to travel to London and Depart there. Return journey arrive at Ebbsfleet. What a joke, neither of these options are favourable due to living close to original depature and arrival venue, and increased cost. I WILL DEFINATELY NOT USE and BOOK WITH EUROSTAR AGAIN.

Negative experience: very bad the staff were rude and unhelpful. no Wi-Fi at all throughout the journey on board and very expensive food. wouldn't recommend this will never use this ever again!!!!!

Positive experience: Fast efficient service

Positive experience: Easy and simple way to get to Disneyland Paris

Negative experience: Station in a very obscure place, inside facilities OK but tatty. Not well sign posted. Bit like a domestic station in many regards but bigger.

Positive experience: Great company trying to to provide quality service for their customers even though the French/Schengen border staff is an absolute catastrophe. Understaffed, unmotivated and I caught my guy even looking at his phone while checking me?! And on my second trip another border guy didn't even know my EU ID card and had to check with his colleagues. I told him the country translation in French but he didn't believe me... Really sad to see this institutional failure on such a grand scale. My advice to Eurostar: Drastically increase influence and pressure on the responsible French authorities to get this mess sorted out or otherwise your problems are just going to get immensely worse... Best regards!

Fantastic experience: Travel office for Eurostar at Ashford International Station where travel reservations can be made face to face with pleasant and efficient staff

Negative experience: Once aboard the train from London to Brussels it went great. The reason for only 2 stars is the lack of security staff at St. Pancras. Only 2 people were tasked with passport screening for hundreds of people. Even 1 or 2 more staff would have made a huge difference in clearing the lines quickly. Even though the ride itself was terrific I will consider different travel options in the future.

Fantastic experience: Have had a number of problems catching the Eurostar from Ashford. Great if you can as it avoids the bustle of St P & Gare du Nord. Have had some very cryptic and inaccurate SMS messages that appear to have been sent using an English language template from France. Not particularly impressed by the facilities in France either but generally beats flying. Staff in Ashford very friendly which has not been my experience in London or Paris. Try a bit harder please Eurostar.

Fantastic experience: Can't believe how fast it was

Negative experience: Beware trains can be overbooked which means you may not get a seat even though your ticket says you bought a seat from the official web site !! standing in the aisle with luggage and kids having other passengers pushing past to get to the buffet and the loo is not the experience we paid for staff are grumpy and unhelpful option given cancel trip or stand your choice !! Overpriced for the service that is actually delivered dreadful customer service not actually sure how they get away with selling seats twice apparently no one can answer that one !!! Also new trains cant stop at ashford again even though a ticket is sold on that basis how can this happen ??? Eurostar really know how to enhance your travel experience !!

Fantastic experience: Ein sehr guter Ausgangspunkt um Südengland zu erkunden. Man braucht mit dem Eurostar nicht erst bis nach London, St. Pancras und dann von London Brigdge zurück nach Südengland. Es stehen in Ashford genug Leihwagen zur Auswahl und man ist sofort auf der Autobahn M 20. Das ist ein großer Zeitgewinn!

Negative experience: Tried to speak to an operator. Listened to the online instructions and, because my query was not on their automated system I was then instructed to listen to all the options again. Stayed on the line and was cut off. The reservations line is closed. Frustrating.

Negative experience: The FREE WIFI DOES NOT WORK. WHAT IS UP WITH THAT, HUH?!

Fantastic experience: Łatwy dojazd i parking za darmo ,polozenie Eurostar jest w centrum.

Fantastic experience: This is a review for purchasing tickets for a wheelchair user and family. The lady I spoke to was called Stella. She did her utmost to get me the tickets I wanted for my disabled Mother. Stella was completely professional and extremely knowledgeable with advice on how to get the most out of the trip. I really thank Stella for being so generous and thorough with her time on the phone to me. I think Eurostar are pretty lucky to have her !

Positive experience: Easy way to get to Paris. Make sure to turn up one hour before the train scheduled departure to avoid any last minute rush. The experience is much better in London than Paris. Paris gets overcrowded quickly so expect long queue. Do not book standard Premier. It's simply not worth more than standard class. You'll just get a very very light meal and not much else. Save your money, bring your own snack on board. Trust me I feel really foolish for paying more !

Negative experience: Trains regularly delayed - very unreliable service. And very expensive for the service you get.

Fantastic experience: Helpful and friendly staff.

Fantastic experience: Very efficient

Negative experience: Paris terminal is chaotic

Positive experience: Un accueil toujours chaleureux par l'équipe Eurostar mais on regrette le manque d'occumations dans le pôle d'attente (2 cafés et c'est tout).

Positive experience: Eurostar Area easy to find on Level 1. Security is always smooth and with passport checks you can be through in under 10 minutes if you arrive around 25 minutes before your train departs.

Fantastic experience: Trains

Fantastic experience: Quick and courtesy service

Positive experience: Wondering what Google expect me to say about this place. Compared to a large airport there is little here, a couple of coffee bars that sell snacks. But that is not the point, it is basically a typical station with one or two platforms after passport control and security. If you drive there you see the car park is on the opposite side of a dual carriageway to the station which is a bit confusing as entrance to it is from station, but there are no signposts to indicate this.

Fantastic experience: Loved using this service

Positive experience: Good smooth transition between countries. Comfy journey.

Positive experience: The experience from Ashford was great. However, the return facilities were really poor. We were left standing for well over an hour. Our 3 year old needed the toilet whilst waiting for the train and we ended up searching the whole station for some, which you had to pay for. Once on the platform we were told there was none. That's not good for a young child when they are desperate. The communication was shocking and we didn't know what was going on. everyone was very disappointed.

Positive experience: Good but slight delay

Fantastic experience: Trains were on time and I got to my destination. Could do with a hight level of comfort on board.

Positive experience: Very nice rail station, looks modernly and clean, it can be a quick way to get both london and paris.

Positive experience: Great train trip Folkestone to London in under 1hour .great news

Fantastic experience: Helpful staff

Fantastic experience: Idiot because I'm irish

Negative experience: Cold draughty only one food place open when your early for your train very dissapionting