Eurostar Reviews 

This is the 2nd time I am going to London, and the worst experience wit this company.
First, I did not want to write a review, but after they told the passengers that the reason of our delay is the Dutch railway problems. There were no issues, they just skipped one train. Our the train departed 2hours late from Amsterdam; the same time (conveniently) when the next train should! Tell me this is just a big coincidence and not jut skipping one train for "fun"?!?!
Then we were waiting for 1 hour in Brussel. Whe we finally departed, they told us: we are delayed for 3hours because of Dutch railway issues.
That additional 1h, while we were stranded in Brussel, how on earth caused by the Dutch railway issues when "we were in time", just not in time, but the next trains time.
In the end, there won't be any compensation for me, because I vought the ticket through NS. I will have to stay in London and find an accomodations for the night because I won't reach my connected train.

Do not take Eurostar- fly every time. Worst experience of my entire life. Awful, awful, awful queuing and wait room at St Pancras, rude, unhelpful staff. Held in waiting room for ages, staff have no idea what they’re doing.
Cancellations, and clueless staff all across Europe. Some fool in Belgium shouting at customers (we are the ones paying, right?), meanwhile not updating passengers and when he did make an announcement no one could understand him.
Train cancelled in Amsterdam, no staff on hand to help, conflicting information when you could track down staff, everyone left to figure it out for themselves.
Travelled on a delayed train which was rerouted in a detour, we had no seats and stood for over two hours. They didn’t even keep the cafe open. Again, no staff on that train had a clue what was happening and kept making announcements with no worthwhile information.
I will never ever in a million years ever use this service again.

I was calling to set up assistance for my aged mother travelling from Brussels to Paris.
I was immediately put in contact with the right person, the process was very easy and efficient.
Thank you!

Eurostar has completely fallen apart. For the premium price they charge, you get a completely unreliable service from top to bottom.
Constant Delays: Massive, uncommunicated delays seem to be the standard rather than the exception now.
No Waiting Space: The departure lounges are crammed, chaotic, and completely inadequate for the volume of passengers. There isn't even room to comfortably stand while waiting hours for a delayed train.
Non-existent Wi-Fi: Despite paying a fortune for a ticket, the Wi-Fi is essentially unusable the entire trip.
It is expensive, frustrating, and totally unreliable. Honestly, the service is so bad at this point it feels like they shouldn't even be operating. Save your money and fly or take another alternative—anything is better than this.

Got a message in the morning that the coach I was booked on didn’t have airco and I could rebook.
So my agent reached out to Eurostar (couldn’t get hold of them) and then tried NS International. All solved: new coach booked within an hour.
Only to be put in another coach WITHOUT airco.

13 people in a coach of 2.5x1.5m, crowded like sardines, 30 degrees outside and no airco. What a treat!!

Seats are small, old, worn, and dirty. Insufficient space for luggage. I had great memories of the Thalys of about 15 years ago, but I now know I’ll never be on a train again if I can prevent it.

Never again; I’ll drive next time!!

i tried explaining that i canceled the booking thinking i was asking to change dates. the ai machine from eurostar told me to cancel it so i can change dates. when i did i couldn’t change the dates also i lost my money and i tried explaining this to the customer service even asking if there’s someone higher up ends that could help me with this matter “no sorry have a nice day” disturbing such service! Boekingsreferentie: 2XHRN3

Exploitative, rude and unhelpful.

I really must read reviews before I choose a service. I booked a Eurostar ticket to Paris after which they had a sale for the premium services. I tried to upgrade but was charged £258 but if I had booked as a new customer, it would have been £230.

I called customer service and after my 22 min wait, the price was £245 and they were unwilling to honour the previous price. I complained and received no response, not even an acknowledgement. I contacted them again only for them to say, sorry not sorry and that’s our final word.

Absolutely horrendous customer service. My first and final booking. Will be taking the plane next time.

I have submitted many complaints and requests for compensation (that I am entitled to! As they emailed me about!) and have had NO replies. It has been nearly a month since Eurostar cancelled all trains for a week and we couldn’t get home. I understand the cancellations are not your fault, but compensations and reimbursements ARE Eurostars responsibility. I am unable to contact them in any other way.

Avoid using- the service is absolute rubbish. The train was late getting in to Brussels by 13 minutes and departing from Brussels it was yet another delay of 30 minutes. Brussels Midi station is a mess and a bad joke - to start with staff at the entrance was just unpleasant and this was the start of a very disorganized process, long queues in a hall that is packed with passengers and hot because the A/C doesn’t work. For the astronomical price they charge and given the service provided i would suggest flying to avoid the Eurostar nightmare. Definitely not worth the hassle.

Quick, professional and efficient help by phone. Our issue solved by cancelling a part of our trip. Highly recommended.

I had a query relating to my impending travel arrangements via Eurostar.
I was unable to resolve via the company chat box.
Contacted customer services and lady resolved query immediately. The whole process made easy due to the lady being professional and empathy.
Thank you

Impossible to get a refund for a delay of 1hr and 30 mins. The whole structure of their website/customer service is designed to be hostile, which allows them to get away with constant delay and a terrible service.

Excellent customer care. My phone call was answered very quickly. My problem was resolved perfectly. Both the people I talked to were friendly and helpful. You felt they were really listening to you. Can’t recommend Eurostar Customer Service strongly enough.

Impossible to get someone on the phone even when you have an email with "Dringende actie vereist: probleem met reisdocumenten voor je reis naar Londen op 24 July 2026" on the 23rd of july.

I would be hesitant to book Eurostar again. Our train in July was cancelled with little notice, meaning we had to scramble to book other transport at higher cost and lost money on our outbound connecting train to London. We tried to phone many times but Eurostar were declining to take calls.

The app is glitchy and could not display our tickets (it did not work on either of our phones).

It was difficult to get a refund for the cancelled journey. We tried many times to process one via the website but there was a glitch every time (we tried on two phones and a laptop). No reply to several emails, and as mentioned Eurostar were not taking calls. We went to the ticket desk in Paris, queued for half an hour and the person there apparently couldn't help us either. I finally, two weeks after the cancellation, got through to someone on the phone who processed it for us in under a minute.

Inbound leg was delayed by over 80 mins. We missed our inbound connecting train and staff at Euston shared the info that Eurostar trains are late much of the time.

Neither method of claiming the 25% compensation for delay on the site is functioning. I tried to contact Eurostar via their contact page but it crashed three times.

At what point does Eurostar's utter disorganisation become exploitation of customers? I really hope a UK, NL or French watchdog intervenes because this company is not doing anything well. At the very least I don't understand why customers are not entitled to an upgraded seat if their journey is cancelled and there are no other standard price tickets available for trains at comparable times. That might get Eurostar to wake up a bit, if the disruption and extra expense incurred lands on them instead of on the customer.

Cancelled our train, provided no alternative and even deducted an administration fee

Eurostar cancelled our Amsterdam–London train on 30 June 2026. We actively investigated every reasonable way of getting home. We repeatedly checked Eurostar’s booking system, but the replacement trains were unavailable. Coach services were also fully booked.

Eurostar’s own service information stated that it was unable to offer alternative travel options. Contemporary press reports quoted the same advice because rail services in the Netherlands were severely disrupted.

We are both over 60 and needed to return to the UK that day for onward travel to Glasgow. There was also a genuine medical reason: my wife needed to collect her essential blood-pressure medication.

We contacted Eurostar urgently and asked for assistance and rerouting, but it did not provide a practical alternative. With no available train or coach option, we had to purchase two KLM flights to London at a cost of £930.94.

We submitted a detailed complaint with receipts and screenshots proving the absence of alternatives. After waiting and having to chase the complaint, Eurostar paid us only £88 for the cancelled Amsterdam–London tickets for two passengers. This was not even a full refund: Eurostar deducted an administration fee despite having cancelled the service itself.

Eurostar also refused to reimburse any of our necessary replacement travel cost, stating that a flight was not a comparable form of transport. That response fails to address the central issue: Eurostar cancelled our service, could not provide workable rerouting and left us to find our own way home despite our ages and medical circumstances.

Horrible experience. Our train got cancelled 1hr after the free cancellation period for our hotel expired. Our stop was not serviced for more than a full week and all alternatives where basically impossible or a gamble. Tried to get a refund for the whole journey, both times my ticket was closed because they "couldn't respond within their usual waiting time". Instead of keeping the ticket open they closed it and only in the smaller print of the email it told us to open a new ticket, if the problem still exists. Tried calling them multiple times and after their horrible telephone menu just got told that "all available staff is busy" and I should call back later. Will I get my 400€+ back? I don't know. Worst customer service experience ever.

So bad these colleagues were racist and we couldn’t go on our trip due to an issue at and they have the audacity to laugh and they were all white people and so was the person in black at the passports . Like I don’t know why this place isn’t even down when they have bad reviews anyway and these colleagues should know their place because they won’t like it if I turn up and start cursing , no they wouldn’t and I’m probably going to be taking this a step further because the fact your not giving me a refund even though I am not coming back is absolutely mad . How are you telling me your not giving me a refund is what’s pissing me off . I’m not coming back and you’re not giving me a refund ? This is bad and yes I am taking it further . This was in St Pancras .

Absolutely terrible. I was never sent my tickets. Customer service phone line automatically cuts out and says it’s too busy, customer service responded via email 2 weeks after I was travelling. Luckily I added my wife’s email as an additional traveller and she was able to access our tickets. Also, out outbound train was diverted to a different city and I had to book flights at the last minute; we were informed midafternoon the day before departure, so very last minute, despite the person we spoke to at the train station saying it had been clear for a long time that trains would not be running to Rotterdam. A vastly inferior experience to even the worst budget airlines. When customer service did get back to me, they apologised for the delay, but not for leaving me without any way to board their train, they simply noted that I didn’t have an active account (which was exactly the problem I had already informed them of; they had never sent me any email to activate the account nor any tickets).

Our train to Rotterdam on 29 June was unexpectedly terminated in Brussels due to an issue in Rotterdam. Eurostar offered no assistance in getting us to Rotterdam and we were unable to get a refund on the Eurostar website for the portion of the journey that we could not use. Very unhappy with the service and website.