Eurostar Reviews 

Very poor communication re booking Snowtrain tickets. Wanted to book tickets on the Snowtrain for travel in March 2027. Was told on several phone calls that they would be going on sale last week, then last week they weren't available so I telephoned and was told there was an IT issue so they would go on sale this week. Even website booking page said earlier today that tickets will be available to book soon on the specific date I checked. They didn't seem to become available today so I rang Eurostar who said that there would be no Snowtrain after 20 Feb 2027. Every time I contact Eurostar about the Snowtrain I get a different answer and most of the time they are incorrect answers!

Absolutely ripped off by Eurostar. Train I was booked on got cancelled so I had to rebook at a very inconvenient time, costing me £110 extra. Then a few days later my original train was reinstated. No option to rebook on the original train was given.

This firm gets away with completely ripping their customers off. I would recommend flying, walking etc, anything but using Eurostar

Dear Eurostar Customer Service Team,

I am writing to formally request a full refund and compensation following a series of significant disruptions during my recent trip from London to Brussels. My experience was marred by repeated cancellations, poor communication, and a total lack of organisation.

I originally booked travel for June 30th at 8:51 AM. On June 29th at 5:10 PM, I received a notification that this service was cancelled. Due to a concert and pre-arranged events, I had no choice but to rebook. As no standard carriages were available, I was forced to pay an additional £286.00 for premium tickets for a train that would get us in at 10.35pm. However a staff member at St Pancras eventually helped us secure a train arriving at 2:15 PM, the initial cancellation forced us to abandon a full day of scheduled activities and rearrange accommodation.

The disruptions continued on July 1st, when I received notification that our return journey on July 2nd at 5:00 PM was also cancelled. The only available alternative provided via your link was at 8:51 AM. This required us to leave significantly earlier than planned, resulting in the cancellation of our remaining meetings with friends and family.

Throughout this experience, we were given conflicting reasons for the cancellations, including extreme heat, power cuts, maintenance, and train preparation. Furthermore, upon arriving at Brussels station, we observed trains running that we were previously told had been cancelled including our original train!!! The situation at Brussels station was chaotic, with no staff available to provide support or guidance. To add to the discomfort, the facilities on the train we did take were poor, including a broken toilet.

This was an abysmal first experience with Eurostar. The frequent changes forced us to miss nearly all of our planned activities and incur unexpected costs. I am seeking a full refund for my tickets and additional compensation for the upgrade costs and the significant distress caused by these disruptions.

I look forward to your prompt response regarding this matter.

Regards,

Natalie

The customer service is top and the process is always smooth on both sides of the Channel.

I tried to cancel a trip, but I was unable to do so online. The contact form I was invited to fill in, resulted in an automated email, which did not deal with the issue. I called numerous times, having to go multiple menus, then being cut off. When I finally did get through to someone, I was on hold for 25 minutes before they could speak to me. However the agent was pleasant and efficient and finally dealt with my cancellation.

Claudine is a beautiful soul and needs a raise and formal recognition!

I was sitting in Train 9014, Coach 14, Seat 27. Me and another passenger had an accidental double booking, so I went to see if I could speak to a manager. By chance, I met Claudine and she was so helpful, so kind and amazing at her job- she was incredibly composed and I could tell perhaps people are usually impatient and rude.

It was just an silly accident, I was more than happy to wait, I knew it would get resolved eventually so of course there was no reason to stress , she’s doing her best, that’s enough.

In the end, I went back to my original seat and the other customer was given another one. Problem solved, took maximum 10 minutes.

To Claudine:
You are so incredibly kind, your thoughtful gesture really touched my heart and it saddens me people aren’t kind more often, I am very happy I could be different to what you must deal with ordinarily. You deserve to deal with nice people, I hope you never let anybody treat or speak to you badly, because you deserve so much more 🫶

Thank you for your wishes, you have made my journey one I will never forget, I will carry your kindness with me.

Not traveled for many years so chose Eurostar without looking at the review here wish I had first! They cancelled the outbound train 48 hours before I was due to catch it so assumed all the connecting foreign trains would be fine so I selected a later train not realizing the consequences. Turned out only one foreign fast connecting train a day, which would have meant I'd been on a train virtually all day if I'd caught the later train which was not acceptable. Went to cancel and was told I can't have a refund because I selected a later train yet if I'd not selected a later train I would have got a refund! Never saw anything about that when booking but they're happy to take your money off you no issue. Tried contacting customer service and had a reply with a case number and a load of links just pointing to their policies and I should contact them again if it doesn't resolve my issue. What sort of customer service is that? So have re-raised the case but not expecting much to be honest. On the outbound journey I ended up flying with Easyjet whom I cannot fault and were excellent. Did get the Eurostar back from Paris and the customs was a complete mess and the trains have no charging points - even the local buses by me have this. For the price they charge that's disgusting.

Absolutely disgusting company. Travelled Eurostar Premier from Paris to London, which is supposed to include priority boarding. On arrival we were directed to the same queue, my elderly aunty then could not do the electronic passport scanner. She was shouted at by staff and then roughly dragged away to yet another queue so we ended up separated. She asked repeatedly for help as she has mental health and mobility issues and was told “tough” and pushed along by staff, I could not get back to her as had already passed through border control. I asked three different staff members for assistance, nobody would and one member of staff shouted extremely loudly trying to move me along. By the time I found her it had taken us twice as long to board as a standard ticket and she was crying and shaking very visibly distraught. Thankfully fellow passengers had assisted her through as staff would not help and were extremely aggressive. Our train was then 60 minutes delayed. When we eventually got on the train it was delayed further as had to stop on the tracks, I inquired who we could speak to for missing our interconnection and was directed to the opposite end of the train to stand in a long queue for 45 minutes out of our seats. Premier seats are not cheap and we spent half of our journey standing in the opposite end of the train, on top of the horrific experience boarding we were very upset. This journey was 6 weeks ago, I have sent countless emails, no response only generic emails saying the case is resolved if we do not hear further. When you ring customer service it always “we cant accept any calls” and hangs up. There is no customer service and no way to contact them. This was by far the worst travel journey we have both ever experienced and we are both shocked at the appalling service and the way customers are treat both in journey and afterwards with no customer service. We would be disgusted paying any ticket fayre for the experience we had but for having premier tickets this was truly appalling with no desire at all for the company to reach out and resolve this. They not care about their customers, they do not care if you have any disabilities or extra needs, they do not care what your journey or experience is like they just treat their customers like cattle and take your money. I am personally unable to fly otherwise I would never use them. I would advise to never use, and if you do need to use dont book their plus or premier options as their is no compensation or customer service when you don't get any of the benefits that are listed. Do not expect a response on here as they have zero customer service.

I am writing to complain - all day I’ve tried to change my ticket after they sent an email. I managed to change my ticket but they changed the times and I’ve just had to pay £20 to book the original time. I would like this £20 back it is not acceptable. This is my first time travelling with euro star and my experience is poor.

First time booked with Eurostar to Paris and we booked the hotel. Guess what Eurostar cancelled our train 10 hours before departure so the hotel doesnt give us an other date sonwe also lost the money of the hotel 250.00 euro. Aaaaand guess what Eurostar resceduled the train 2 weeks later and guesssss fuxking what Eurostar cancelled the train again.

Unreliabel company they should have paid our hotel back also bit they wont ofcourse. NEVER AGAIN

When the trains run, its good

However they charge a significant premium and frequently cancel: my last 2 trains being cancelled.

When they do that they try really hard to "refund" you via a voucher, and getting actual cash is really onerous + takes forever.

This should be illegal IMO: when they cancel a train they should refund in cash the same day

Very friendly operator. I was helped immediately in the best possible way.

Today, a friend was travelling from London to Paris on the 19:01 train. It was cancelled as she was on the train to London. Upon arrival, she waited over two hours in a queue to sort out a ticket, but at 18.30, with lots of people waiting, they just shut the counters and went home. There was no-one communicating with those waiting, they were just abandoned to sort themselves out. Our friend had to find out for herself what to do. Disgraceful service. Competition on this line cannot come soon enough.

Would give 0 if I could, the Eurostar on the Paris side is always a mess, the staff is rude and not helpful. Since they’ve changed security provider it’s gotten worse. You paid £200 pound for a ticker to queue for 4 hours in the heat and a cancelled train

28 May 2026 - Train from Paris to London experience: Eurostar ticket machines at Gare du Nord kept freezing. Train was delayed by 116 minutes and passengers who had booked on the train after ours boarded their train before us and left. Communication was non existent. Searing heat but no water or refreshments offered which I believe is a legal requirement. On my return, I claimed compensation and it defaulted to a voucher. Legally you are entitled to a partial cash refund but Eurostar refused to exchange my voucher. Appalling service.

Travel booked with Eurostar because we thought it would be easier and more relaxing than flying. Couldn't have been more wrong.
Arrived for our outward journey (from London) in plenty of time. Joined the queue as soon as it opened, and snakes around the station like some dreadful theme park for an hour. Finally made it to the train which was delayed leaving.
Our return train was cancelled, so put onto one 90 minutes later, which was then delayed by 1:40. The waiting area was full (dangerously so) with thousands of hot and frustrated passengers, with nowhere to sit and difficult to move. The whole experience was carnage.
Events might happen that are outside of a company's control, but how they respond is within their control and the explanation, management and entire experience was farcical.
If you have the choice between flying or the train, get yourself to an airport!

One star for the targeted discrimination at check-in while going through customs. On 07 July between 5.30-6am I witnessed immigration and Eurostar staff giving priority to all UK passport holders, they seem to enjoy aggressively telling non UK and french passport holders to remain in the long queues. There were inappropriate comments as well from agents, 'not our fault blame the french immigration for delays'. Apparently being part of the Schengen area is now a cause for unnecessary double standards. Looks like some people need to get training on inclusion and how not to discriminate loudly in public

1. Ahead of our journey, trains were cancelled and moved, forcing us to reschedule connecting trains.
2. Ahead of the journey, the Eurostar customer service never replied to my emails or answered my phone calls.
3. During the journey there were no functioning toilets. We had to get off at a station to pee (and pay for it).
4. Going from Köln to Paris we had to switch trains in Brussels due to technical trouble (the toilets). The toilets on the new train were also out of order.
5. The interior was not maintained.
6. There was no place for garbage on the trains.

First time to use Eurostar in many years only to have have my train from London to Dusseldorf cancelled the night before travel!
This completely up ended my plans and had to book a flight at high last min prices.
Things will need to improve a lot before I risk choosing Eurostar to travel with.

We decided to travel with Eurostar, and honestly it was one of the most frustrating travel experiences I've ever had. The entire system felt completely disorganised. There were delay after delay, and passengers were left standing in queues for hours in the heat with very little information.
We eventually departed more than an hour late, turning what should have been a straightforward journey between London and Rotterdam into a much longer and more stressful trip. The return journey was no better.
To make matters worse, the food and drinks on board were extremely expensive, with prices comparable to those of a top restaurant, yet the quality certainly wasn't.
Overall, it was a very disappointing experience from start to finish. Sadly, I would not choose to travel with Eurostar again and would not recommend it based on this experience.