Eurostar Reviews 

Eurostar used to have a very responsive customer team but these days they have the usual useless chatbot, emails that dont get answered (or not for months) and a phone line that often doesn't work. I had a problem with a booking that emerged 20 minutes after I'd made it. It could have been dealt with on the day, but for several days I got a message saying 'there's a technical problem, call back in a few minutes.' By the time I managed to speak to someone (4 days later) it was too late for the problem to be resolved.

Karen was very good at communicating and I was able to book my tickets easily

They ask you arrive to St Pancras 90 minutes before train leaves BUT there are seats in the very crumpy waiting room for about 1/2 of one train passangers. Bad experience !!

We get an email that our train is cancelled. We try to change our booking, it doesn't work - error. We write a complaint, it is ignored. We call, it says too many calls, good bye. Happy bancruptcy

In one word: terrible. This was by far the worst travel experience imaginable. The journey from Paris to Cologne and then Dortmund was chaotic, and the return trip was just as bad. Constant delays caused me to miss my connecting train. What should have been a straightforward trip turned into a complete disaster. Frankly, it felt more like a scam than a transportation service.

My wife and I were returning from a cycling trip in France with two folding bikes, four panniers and my wife having suffered a damaged knee in a cycle crash. Eurostar staff at Gare du Nord went above and beyond expectations to organise a wheelchair, speed us through all the formalities and somehow get us and our luggage to the train on time. Five star service, kindly delivered. Merci!

Déplorable from A to Z . Seat changed by Eurostar on the day of departure from a front car to a back car, from aisle to window . Delay totally out of control and totally deficient customer informatîon. Delay announced for 20 minutes then 30 in real 42 minutes. Delays on the way , train stopped near Lille . no predictability of the arrival time .
We should be arrived in London already and are stuck in the middle of nowhere near Lille

I am regular traveller on the london to paris route. Trains are always late due to poor organisation on the eurostar staff side . No information and communication on what is happening to passengers. This is so frustrating as simple change in processes would make such a massive impact on the customer experience (which is clearly not a focus).Overpriced tickets. Looking forward to an alternative with Trenitalia

We felt supported and reassured as disabled travellers being treated as people not as a problem. We had some issues with assistance arrangements, customer services responded within 12 hours. I felt we were taken seriously and steps taken to prevent future travel problems.

Delays on both ends, dirty unclean trains as a result, no communication of delays in the station, and the WiFi is so bad it’s unusable. First and only time I will ever get the train to Amsterdam instead of flying.

half of the time, trains are late or canceled or delayed or stopped halfway or... when it works, it's a good service, the only one to travel between amsterdam & paris in roughly 3hours and a half. Many problems are due to rail network in belgium, but not only. This time i couldn't ask for a refund via the website, while customer service is very hard to reach by phone, until i specified i was a member of club eurostar. The staff is friendly & professional both in the trains & at the phone. i liked it better when it was thalys altogether.

Poor customer service from beginning to end. I travelled from London to Amsterdam. On the way out we were dumped in Brussels and told to make our own way onward, There were not enough trains to do this, Complete chaos. On the way back we were 37 minutes late because 'new EU regulations were delaying boarding procedures in Amsterdam'. This was a blatant lie, The incoming train was just late arriving.

they do their best to help you out with your requests

they are well organised and offer good customer service

exceptional service

Wow! What a great experience. I was highly unorganised, late and stressed as I didn’t have my wife managing everything for me! LOL, but actually really true. All Eurostar staff, from ticket agents through to security and passport control completely understood my situation and made the painful process effortless. This was far from what I expected! Normally extra fees or computer says no. This was YES YES YES YES YES!

With the new system fast track in practice is non existent in London and Brussels. You have a separate line just for bags checks and at the passport control office all people share the same lines. It is very disappointing.

this is now one year i am commuting from Amsterdam to Paris, i have been only 4 times in a year on time. Most of the time it is delayed from 20mn to more than a hour. How has it became so bad, and this is without saying that the quality is also barely ok. This is now one of the worst i have see in EU for such train…

I used to expect a premium experience from Eurostar, but unfortunately the service does not match the prices being charged.

The power outlets and phone charging points almost never work properly. The electricity constantly connects and disconnects, making it very difficult to charge devices during the journey.

For the high ticket prices, the onboard experience is disappointing. Another frustrating issue is the lack of information about which carriage you will be assigned to before boarding, making the travel experience less convenient than it should be.

Overall, the prices are far too high for the level of service provided. Eurostar needs to improve reliability and communication if it wants to justify its premium fares.

The London terminal is a total shambles. It’s just too small for the number of trains. And nothing works! The water fountain is broken and the taps only run warm water. There is only one small Pret so the queue for hot drinks is ridiculous. They also refuse to give you any tap water. The train is convenient but the station is a hole. Arrive as late as possible!

I am a frequent user of EUROSTAR for my traveling from Amsterdam to AIX TGV. The first part to Paris is through EUROSTAR and the second part is through SNCF. I booked and paid the trip through EUROSTAR so for me this is my main contractor. Like a travel agency.

My last journey on the 28th of may from AIX TGV to Amsterdam we had in AIX TGV a delay of more then 2 hours due to technical problems.

So I tried to make a request for compensation for the delay, wich is according to EUROSTAR rules. Through their website it is almost impossible to file a claim. So after hours I tried it through customer service. But at EUROSTAR they say that they can not help me and they re-directed me to SNCF. I find this ridiculous because I booked the journey at EUROSTAR. By the way the customer service person was very friendly and really wanted to help me. But was restricted by their internal procedures.

Meanwhile I contacted SNCF and everything went smooth. No hassle at all. They apologized for the inconvenience and offering me an extra discount for my next trip.

So my advice:

If you travel to France from Holland or back: Take the train to Brussels Midi by NS intercity direct and from there get on the TGV SNCF. By the way it's cheaper and almost the same time.

And to EUROSTAR don't sell tickets you can not support.

Trains clean with food and drinks in first class even late at night toilets clean staff polite and very helpful. Wheel chair assistance at london cologne and Brussels excellent. Just delay a problem today but cant recommend eurostar enough