Eurostar Reviews 

We've used Eurostar many times over the years Unfortunately their customer service is appalling now. Our initial train was cancelled, meaning we had to travel earlier in the morning than planned (getting up at 3.30 am..)..we then had a 4 hour wait in Lille, for our connecting train. Half way through our holiday, we received an email advising us the return journey would be arriving in London an hour later than scheduled. We then had to pay £72 to book a later train home from London. Upon arriving on the eurostar, we were informed we wouldn't be late afterall!!The train manager said she would ask for a refund of the extra, unwanted train tickets we had booked, but advised us to also request this. We have made several attempts to contact Eurostar, but they make it extremely difficult, especially as it's not a typical request. We sent an email eventually asking for a phone call, but no response, and obviously they have ignored the train manager's request to contact us also. Our Trenitalia train was delayed whilst we were travelling to Milan, they've contacted us direct and arranged compensation..excellent service. Also the ladies toilets were filthy, overflowing sanitary bins at 5.30 am!!..We will not use Eurostar in the foreseeable future, and hopefully they will get some competition over the coming years.

Train was delayed over 3 hours, super hot, no water. I'd my 3 kids and wife with me. Were told they were holding a train for passengers on the 13.09 service from paris on May 30th and we got to the gate watching people load but told us we couldn't board and had to go on waiting list. Kids got really upset and I wanted to go crazy. Got back 3 hours late and now I can't even get compensated even though I'm entitled. They can't find my train with all the correct information.

I take the Brussels - Paris Eurostar frequently. 5 out of 5 of my last trips have been late. What is going on Eurostar?

Awful, useless, neglect, the most unprofessional, ineffective, arrogant, ignorant, and dishonest. These are just some of characteristics of eurostar staff at Gare du Nord, the ticket office in Paris, mostly the lady on her twenties, french.
I emailed the customer service twice, 7 days before my arrival in Paris, and zero response and was about a super important matter related of my booking. When I asked her why after 8 days I did not get any response from them she answered super ignorantly, arrogantly and with a huge complex like a peasant" it's normal. We are busy". I will never evermore use eurostar in my life.

I used Eurostar at Xmas and my return journey was delayed 5/6 hours - wasn’t told so queued in the cold for that long.
This journey the outward trip was delayed 3 hours - I asked for compensation no reply. I wanted to change my home journey and couldn’t get the website to work or tell me why I couldn’t change. Called the help number and waited 55 minutes for a person to pick up. Then was charged £200 to change. Absolutely, shocking I going to fly next time.

Monday 1st of June.
There is a queue for departure doing the entire st pancras station. The answer to the staff is that it is busy but it is the same schedule every week.
Last week there were no AC.
Time to privatise this non sense

the worst. delays, poor on board service and very expensive.

It can’t be coincidence that when we travelled to and from France we had problems both times. Coming out of London there were announcements saying there were “more than usual” people travelling. It was the Saturday of a bank holiday weekend in the UK and France and it was May half term. Eurostar should expect more passengers. Queuing for security was chaotic and no allowances were made for people with children or the elderly. On the way back there was a 2 hour delay. There were no announcements about it at Gare du Nord. We had to beg the Eurostar person to update us. One said to come back to check in in 50 minutes. One said 30 minutes. This must have happened before. We ended up leaving 2 hours late. Why not tell us to come back in 2 hours? Again it was chaos and the queuing was gruelling. They handed out water at one point but nothing else. What I don’t understand is why Eurostar couldn’t text message everyone BEFORE they arrived at the station to say come back 2 hours later. That would have been way better for everyone. Anyway it was a hellish nightmare both ways and I’ll never travel Eurostar during school holidays again. They deserve to lose the contract. Anyone else could do better.

I suggest a new brand name for this company: EuroZeroStar

Never again

Eurostar cancelled my train on 29 May 2026 with no alternatives offered. When I searched through their cancellation exchange tool, every single train on 30 May showed as ‘Not available’ across all classes. However when I searched as a normal public booking, multiple seats were available — including Standard class at £287.50 and Premier at £446. They were hiding ALL available seats from cancelled passengers, including the cheapest option. Their own AI confirmed twice I am entitled to free re-routing under EC 261/2004 at no extra cost. After accepting their hotel offer, my rebooking options disappeared entirely from my account. I also witnessed Eurostar staff at the terminal masquerading as security personnel to avoid answering passengers’ questions about the cancellation. Disgusting treatment of loyal customers.”

Next time i rent a diesel car and enjoy freedom and take a dump on euro environment and show my middle finger to euro star backers.

I would give a 0 star but sadly that's not possible. If you want delays, awful crew, awful customer treatment, choose Eurostar.

The whole concept is disastrously configured - the company deserves to fail and Board/directors end up in jail.

The customer service lady, Gemma who helped me book the Eurostar tickets was very helpful and patient.
Eventually when the call got disconnected, she called me back to complete the booking or it would have been a hassle to go over everything all over again with another person.

Very helpful resolve my issue in five minutes the reason I give 4 stars is just because of the fee that I paid £2.50 for changing each letter on my surname 😔

Never on time, one train delayed means all trains are delayed, I've travelled with this nonsense of a company many times and can't remember one time when the train left on time.
Disappointed is an understatement.
Pretending to be high-end but not delivering on any promise.
If someone want to contact me and explain how is it that delayed train from 8:01 leaving finally at 9:30 makes my train at 9:01 delayed (diffrent deatinations as well) ,please do.

One car has no working AC for a couple of days now, instead of finding other solutions or at least notifying customers upfront, Eurostar prefers to let you find out yourself when boarding a train with a good 40 degrees of heat inside and no other seats to move to. Elderly passenger, child, pregnant - it seems there is little consideration how gentle that would be on your health. The train staff is very friendly and I feel sorry they have to try and fix their companies policies with free water.

The Eurostar Customer Service Adviser was friendly, caring and efficient in resolving the problem I had regarding travel insurance.

Uncaring and unprofessional grabbing attitude.

It makes no sense to review Eurostar : they are monopolists and behave accordingly: arrogant and uncaring.
I have ordered months ago: a premier class window seat at a table in direction of travel.

Just before departure Eurostar (without giving reason sent a sms that my seat was changed)
I landed on a seat opposite of travel direction, no windows and no table. When protesting I was regarded as annoying nuisance.

The rubber-like cold pain de chocolate was cold (spent the night probably in fridge)
Just appalling and disgusting. To serve such a cold old pain de chocolate especially in Paris is extra ironic.

Eurostar simply don’t care about anything what customers thinks or feels. They know we have no other choice as to use them

To pay full and overly expensive prise and go by old outdated, in some places broken Thalys train, yes it is old Thalys with Eurosign sign on it, where in tropic temperature you can forget about decent coolness, is beyond a joke. But this is what Eurostar does,charge a lot for as minimum as possible.

Just do not get fooled is they send you an email, don't worry we have you covered with this weather, it is not the case and you will suffer.

Comfort is not something you will experience either, train is dirty, not maintained and space is not something they find important, as long as they can squueze as many people paying ridiculous price.