Review Time
I'm trying to follow up on a complaint, which is due to the online booking system not working properly and not allowing me to complete a purchase. I've completed the contact form twice now but click on submission and it doesn't complete. I've tried to call them but the waiting time is 40 minutes. Really unacceptable.
I'm a frequent travel with Eurostar and i am always satisfied with this company.Extremely rare to be late always on time and staff are wonderful.Today i made an enquiry by phone and i received a first class treatment from Mr Harrison.
I mistakenly entered the wrong name when booking my ticket, but the customer service team provided efficient and helpful after-sales support. Thanks to their assistance, the issue was resolved quickly and without much hassle. I’m very grateful for their professionalism and understanding.I was especially impressed with the advisor’s support. Although my English is limited, she listened patiently and made every effort to understand my concerns. Her kindness and efficiency helped resolve my issue smoothly, and I truly felt respected and well cared for throughout the process.
Eurostar needs to improve its customer experience. It's basic economics, for any international travel hub, that you need to have a short time for your customers to clear security and passport control (ideally less than 5 minutes - the new Smiths Detection security scanners in use at UK airports enable this) leaving as much time as possible for your customers to enjoy quality businesses in your departure areas (where your customers can enjoy spending their hard earned cash - they can't do this when trapped in a hot and unnecessarily long queue). There is no excuse in 2025 for failure to deliver on these KPIs. There is a lot of room for improvement. Eurostar should fix the long queues, passport control gates that don't work and general poor customer experience (and lobby the French and UK governments to invest in fit for purpose infrastructure (i.e. passport control gates that work, if it's their fault and not the fault of Eurostar).
Thought we’d give the Eurostar a go for change. Waste of time. Perhaps one way you can make an excuse for but both journeys there and back, painfully slow, no updates from staff, totally overcrowded and clearly trying to squeeze every penny possible from a service that’s not fit for purpose. Save yourself the bother and just fly. Cheaper, even when you add taxis/fransfers etc.
I am disappointed with Eurostar’s handling of loyalty points. Despite being a new customer trying to support train travel over flying, I have faced repeated issues with my points not being credited. For my previous trips, I submitted my requests shortly after traveling, but never received any response or points. Only when I followed up—after the 90-day deadline had passed—was I told I was too late to receive credit.For my latest trip, the system mistakenly showed the train as cancelled, so I couldn’t claim points online. After a 90-minute wait on the phone, I was promised the points would be credited—but nothing has happened.This pattern feels like Eurostar delays resolving issues until the 90-day deadline passes so they can deny points, which is extremely customer-unfriendly and frustrating. If this persists, I will have to reconsider my use of Eurostar and return to flying.
Absolutely disgusting morals, my trip was cancelled and I couldn't find any information on whether I could cancel and get a refund. The FAQs where no help, they just said the refund depended on the ticket class but didn't say which class could refund! I went through the cancellation process thinking that as it was letting me cancel with no warnings it must be refundable only to get an email after saying it wasn't refundable. At no point in the process did Eurostar suggest I change the date on my ticket rather than loose over £200 by cancelling. Changing the date is an option I would have used.If Eurostar are honest they would probably admit that this process is not transparent and they should warn people when cancelling and offer the transfer option. Would definitely not recommend using this company and looking at other reviews people seem to agree.
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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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