Review Time
Raised a bereavement case to the Eurostar support, a month ago, and did not even get a response from them! I am so surprised by this lack of care for customers. How are we supposed to trust a service provider if they don’t even deem us worthy of a response in case of a loss…
We narrowly missed our Eurostar train by a few minutes and were directed to the reception desk at Paris station to exchange our tickets. The staff member informed us that the only available train was the following morning.
We asked them to check again for any same-day availability, but were told there were no seats remaining. We then checked the Eurostar website ourselves and found tickets available for the last train of the day.
When we returned to the reception desk to show this, the staff member insisted that her system displayed no availability and that any online attempt to purchase would fail. Despite this, we proceeded to purchase the tickets online and were successful. After showing the confirmed tickets, we were directed to another reception desk, where our tickets were printed with no issue.
This experience was very disappointing, as it appeared the staff member was unwilling to exchange our tickets at a lower price for the train we had just missed. Had we not checked for ourselves online, we would have been unnecessarily stranded in Paris for an additional day.
Mornings at Kings Cross are absolutely abysmal. When three trains are scheduled to depart simultaneously, this station becomes dangerously jam-packed. There is a pathetic lack of seating, I’m watching small children forced to sit on the freezing floor because there is nowhere else to go.
Meanwhile, a massive section reserved for 'neurodiverse' passengers sits completely empty and wasted because, of course, you demand 'proof' for entry. It is a staggering display of poor management to have passengers huddled on the floor while a huge portion of the lounge remains off-limits and vacant. Truly disgusting service from Eurostar.
Wow! Just got off the 9:01 from London to Brussels. It was wonderful! We sat in premier and Alina and other staff did everything possible to make it a pleasant journey. Didn't want to get off! Thank you!
The service I was due to travel on from Amsterdam to London was cancelled 20 minutes before departure due to a couple of inches of light snow leading to 100s of stranded passengers and chaotic scenes at Amsterdam Central . I had to threaten legal action to get a refund (I am a solicitor but in spite of this -or maybe because of it! -there was a lot of push back from Eurostar )The refund portal would not work and they kept insisting that I had to get a refund from NS International.
When I eventually got on a Eurostar train the next day it was tired and smelled of BO . They are not investing in either the rolling stock or the lines and it shows.
Yet again I am on a train that has broken. This is absurd. Truly the worst train provider I have ever used. I regularly travel for work and it is beyond unreliable. If it's not delayed for pointless reasons it's broken down on the network en route. Clearly being run for profit only means the service is completely awful and they don't invest properly.
I was on a severely delayed train from Brussels to London and was told by Eurostar staff that I could claim compensation after waiting 24 hours. Which I did. I tried to make the claim online, which is what Eurostar encourages you to do. The system won't accept the claim and suggests contacting customer service for further help. You can only do this via the contact form. It took over TEN attempts to get the system to register a case: it just kept hanging. I also tried to call Eurostar to resolve but a recorded message tells you that waiting times are 40 minutes! How is this even possible? Eurostar have expanded and merged to over multiple, supposedly streamlined European journeys but customer service is in meltdown and cannot cope.
The 9:03 train out of Paris was delayed for 1 hour 40 just outside the city, forced to wait on train and was told we would receive compensation for delay as it was over 1 hour.Tried to fill out form multiple times - kept rejecting the form saying either “details not recognised” or “sorry your train was not delayed over an hour” Logged a ticket for a claim with proof of delay and tickets, no responseRang customer service - waited on hold for over one hour (they say average wait time is 30 mins) still no answer so had to put phone down.So still no closer to getting the compensation of the 3 tickets purchased.Absolutely terrible customer service - would not recommend
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Eurostar (Official Web site): Train ticket, short break, city break, weekends. Travel to Paris, Brussels, Lille, Disneyland Paris, Bruges, Avignon and more than 200 Destinations form London St Pancras station, Ebbsfleet International Station or Ashford International Station
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