Review Time
Our Eurostar journey on 30th December 2025 was cancelled due to electrical faults. I raised a complaint at the time due to a number of factors, but posting this now in Feb 2026, as they have made it clear how they wish to conclude on the matter. On the morning, we received messages about delays, not a clear cancellation. Acting in good faith, we travelled to St Pancras. Once there, there were no Eurostar staff available, only third-party security shouting at passengers that trains were cancelled and telling people to leave. It was chaotic, aggressive, and completely unacceptable.We had purchased travel insurance during the Eurostar booking process, assuming it would protect us if Eurostar cancelled the service. It does not. The policy explicitly excludes hotel losses caused by Eurostar’s own operational failures. This makes the insurance upsell deeply misleading in practice.Eurostar have since:- Accepted communication was poor- Accepted services were cancelled at short notice- Repeatedly refused any discretion or compensation for hotel losses- Refused to name anyone accountable, stating “it’s policy”As a result, we were left over £1,000 out of pocket for accommodation alone.Delays and cancellations happen. What matters is how a company handles them. In this case, the lack of clear communication, absence of staff support, and the way insurance is promoted versus what it actually covers is simply not acceptable.I would strongly advise passengers to read the insurance exclusions very carefully and not assume Eurostar will take responsibility when their own services fail.Eurostar shouldn’t be up-selling full trip insurance on their booking system that doesn’t cover you when they can’t even get you to the destination you’ve booked with them to travel to.Customer service has been appalling.
All trains cancelled on 30.12.25; no Eurostar staff on hand at Amsterdam Centraal to offer assistance with accommodation or re-booking.Appalling.However, the customer service assistant who dealt with our compensation claim, having spoken to her on the telephone, was very helpful and professional, a striking contrast to the company's poor service.
London ST. Pancras was overcrowded and the staff lacked any skill of handling crowds - no announcement, nothing. We stood in the queue to reach the front when we were asked to re-queue because we were a bit early ! The staff were worthless and kept on apologising without taking any corrective actions as crowds kept building up.Now, the train was late and we were told to apply for a refund, so I did. 1. They first issued me a voucher of gbp 1202. Then, without telling me the impact that the monetary refund is going to be less than 1/3 rd of the voucher amount, they cancelled the voucher and issued a refund3. Then they said they will change the currency of the voucher 4. Then they said currency changing is not possible.Pathetic ! both service and customer service.Please do not sell tickets if you cannot serve customers.
PREMIERE UPGRADES ARE A SCAM!!! DO NOT PAY TO UPGRADE if you might need to change your date or cancel. This company's terms for upgrades are vague and misleading. Dark patterns, dark business practices. I paid an additional $135 to upgrade to premiere to have flexibility in my travel date and the other benefits of premiere, total paid $412. I then needed to change my date and was told i need to pay $167 to cover the "fare difference", which would put the fare at $579 for a one way journey, total fare should be $428. When I called customer service they said "Oh no the fare difference is based on your original ticket price, not what you paid to upgrade." What a SCAM. This company should be fired from existence.Here's their "terms" all the way down in the middle of a long list that no one would read. And even if you did, how does this possibly make sense to anyone just trying to book a train with the benefits of a flexible travel date..."If you cancel or change your train, the bid amount paid for the upgrade is non-exchangeable and non-refundable. Your upgrade cannot be transferred to another passenger. Your ticket (excluding the bid amount) will remain exchangeable and refundable based on the aftersales conditions of your original ticket. Eurostar’s aftersales conditions are available at:"Cool. Totally informative.Oh and can I cancel my trip altogether as included in the "Premiere" ticket class? NOPE. Great. I'll be flying in the future, I hope the world protests this awful joke of a scam.The "terms" that call this out... “Your Ticket (excluding the bid amount) will remain exchangeable and refundable based on the after-sales conditions of your original ticket.” Their wording in their terms and upgrade page is completely unclear, if you're not getting Premiere benefits this should not be considered a Premiere upgrade or it should be very clearly stated. "No cancelations, no changes to premiere class." But something so simple and user friendly could only deter people from giving their hard earned money so hide it in a long term sheet and a collapsible drop down with vague language at the bottom of the page.Dark.
Please avoid these guys like the plague. Worst customer service, they cut their trains as they feel like it, and care 0 for their customers. I made a big mistake booking with these guys, from now on its flights only. Horrendous company, horrendous agents who aren't trained to communicate - the worst.
On the evening of the 30-10-25 I arrived at the Eurostar office at Paris Gare De Nord station ( having never been to Paris before and in transit from switzerland to UK. It was a drama navigating the stations and finding the location of the office, hence I was checking in much later than I had intended.)Upon arrival at 17:15 at that Eurostar office to check in and drop off my 28kg folding E-Bike ( in its own carry bag ) I was advised that the oversized luggage department had closed for the day at 5pm.There I was with e-bike and three pannier bags attached to the rear needing the bike to be placed onboard as oversized luggage so the e-bike, my pannier luggage and I could complete my journey to board the EuroStar departing for London at 6pm.The attendant behind the counter made some called and I was advised the Duty Manager Selin I lovely late 20’s lady ( 160cm tall at most ) was going to attend and escort me through to board the train.Only 1 problem no trolly to place the 28kg folded e-bike let alone the 3 pannier bags.So she decided, gowing well and truely above and beyond your required level of service ( clearly following my personal moto of “exceptional customer service has no ceiling”) decidedwe together would sort it. She slung one of the pannier bags over one shoulder I carried the other 2 in one hand and we both grabbed a handle each of the e-bike bag ( sharing the 28kg weight ) and proceeded to walk to the the station and all the way to the train door.What an exception employee truely living the placing the customer at the centre of what they do, and once again going well above and beyond the level of customer service that any customer could expect. As Duty manager she clearly shows how Eurostar employees truely have the customer at the centre of their focus and are passionate about resolving customer solutions as they present.Well done Selin you are a true credit to Eurostar and set an example of focusing on the customers problems and turn them into a positive memorable customer experience.Hopefully senior management will become aware of this and your efforts are given the recognition and credit they deserve. Regards Claudio Raiola
I am a frequent Eurostar passenger and I am writing this as a direct warning to anyone considering travelling with them. After numerous trips, my experience has been consistently disappointing and, frankly, unacceptable given the premium prices charged.My repeated problems include:•Toilets frequently out of order. On multiple journeys the toilets were not functioning properly or were unusable, which is unacceptable for long-distance travel.•Carriages and compartments smell and are not thoroughly cleaned. I have repeatedly found compartments that smelled and showed obvious signs of poor cleaning; it did not feel hygienic.•Train managers’ behaviour: rude, unprofessional and at times aggressive. I have encountered several train managers who were dismissive, rude and unhelpful.•Apparent abuse of authority. From my point of view, some staff members seem to use their position to shut down passengers’ concerns rather than help them; I witnessed behaviour that felt like an unnecessary exertion of power.•First-class catering is far below expected standards. Food served in first class often appears and tastes not fresh — meats looked questionable, bread seemed stale, and the water used for tea sometimes appeared unclean. For the price of first class I expect basic food hygiene and quality, which I did not receive.•Overall impression: a company that markets itself as premium but repeatedly fails on cleanliness, customer service and basic onboard standards. After so many disappointing trips, I feel Eurostar gives the impression of caring for passengers while in practice passengers are regularly let down and their money is not respected.This is not a single isolated incident — these are repeated issues I have personally experienced. If you value cleanliness, respectful staff and decent onboard food, be cautious: my experience suggests you may be disappointed.To Eurostar: please take passengers’ reports seriously. Improve maintenance so toilets work, enforce higher cleaning standards, review and retrain staff on respectful customer service, and overhaul your first-class catering quality. Paying customers deserve consistency and basic respect.
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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
