Eurostar Reviews 

Departing from Amsterdam felt like getting on a plane, but without sunlight, shops and fewer seats. Faster turnaround at security, but more chaotic, crowded and a worse experience overall.

A dedicated terminal built into the historic station sound good, but practical result is horrible; instead of waiting on the platform with a view and fresh air you are crammed in a bunker with all the other passengers.

I have often used trains for work on the London–Brussels and London–Paris routes. The trains are often delayed, sometimes by more than an hour. When that happens, you are given a £5 voucher that nobody accepts, not even at the train bar. The waiting rooms are not adequate for the number of passengers, leaving you packed in with thousands of people. The toilets are old and dirty, especially in Brussels. The first-class carriages are terrible, dirty, and the breakfast—if it can even be called that—is really poor, with small portions and low quality, despite a fare difference of more than £130 per leg. Security checks often take a very long time. At this point, flying is better; for the same route, it takes an hour and a half less. It would be time to allow other companies to serve the route, finally ending Eurostar’s monopoly and opening it up to competition.

1st class seats are horrible. The bar is closed more than 50% of the time

The lady on the phone provided me true english customer service. She provided all the require information and very patient on my questions and made my booking very smooth.

Chaos to queue for passport control.
Long wait.
Train delayed and no information given whatsoever.

The only reason I give one star is option 0 star is not provided by Trustpilot.
Within 1 month, for two consecutive travels, Eurostar has decided to interrupt the travel from Cologne to Paris in Brussels. Explanations given for doing this is "Service Operations has decided this". As there were no later trains, we were told to stay in Brussels, and Eurostart told they would reimburse expenses up to 250€. I am now battling since 5 month to get this reimbursement. First Eurostar uses all kinds of reasons to delay (the passenger must provide this or that detail, ....), then they inform that 28 days are needed to process the reimbursement request, and finally at the end of this delay they do not pay.
The company seems to spend much more time trying to crook its customers then providing a reliable train service. Some minutes for canceling a train with 1000 people in it, 28 days for being incapable to proceed a reimbursement.
I would join a class action to attack this under performing monopoly.

Very chaotic departure area in London. No lounge for plus guests. Food very tasty. Service nice.

We used Eurostar to travel to France in order to visit Disneyland Paris in the half term, April 2026.
Last time we flew to France for Disney, we decided to us the train this time as most of our party had never been on it before.
We arrived at St Pancras in plenty of time, had a coffee and a pastry in Paul, all very civilised, went to passport control only to be shepherded into a waiting area for the train which was absolutely rammed.
It was shoulder to shoulder and not ideal with small children, especially as some parents with pushchairs were using them as battering rams.
When we finally boarded the train, which could have done with a good wash - it was filthy - we found our seats.
There were nine of us and we were a little scattered.
The journey itself was pretty painless on the way out there, but don't expect to put your kid's devices on the Wi-Fi, it's hopeless. Luckily, we took some colouring books which kept them amused.

The outbound journey I would give an 7 for civility.

On the way back was a different matter.

While we on the SNCF from Chessy to Lille, our group organiser (my sister in law) got a text message stating the return train has been cancelled. No alternative, no instructions what to do next, nothing further.

With a party of nine with small children, this is alarming at best.

When we arrived at Lille, the information available was sparse at best and most announcements were in French only, in the end we found some locals that spoke a little English to show us where to head and that the train was definitely cancelled after being told several times initially by the display screens it was only delayed.

We then had to head to the Eurostar office and join a huge queue to get alternative tickets for a later service which would no doubt already be pretty full.

Three hours wait in Lille for the next train, in a holding area that looked like it was last renovated in 1986 and was even fuller than the one at St Pancras, and with one functional toilet. Very unpleasant.

When the train finally arrived, it was already packed.

As expected, we were scattered all around the carriage, but at least we managed to get an adult next to every child.

The return journey I would give a 3 for civility, it was stressful and uncomfortable.

I understand that cancellations are par for the course on Eurostar as everyone I have spoken to since I returned has said "oh yeah, cancellations are commonplace"

Personally I would fly or drive next time.

Huge queues at Amsterdam. No information. Shoddy process of check in - why only 3 x-ray machine lines open when this kind of log-jam could have been predicted? Useless customer service and management. First time back on Eurostar for a few years. Never again.

I had what seemed to me a complex travel problem but the Eurostar member of staff solved it quickly and with grace.

I rarely post reviews like this, but my recent experience with Eurostar has been extremely disappointing and concerning.

During a journey, I consumed a Chicken Caesar sandwich on board and shortly after became seriously unwell with symptoms consistent with food poisoning. I had not eaten anything prior to the trip, so there was no other plausible source.

What’s even more troubling is how this was handled. It took over TWO MONTHS to receive a response. When I finally did, the case was dismissed based purely on internal checks (temperature logs, batch reports, etc.), with the conclusion that the food could not have been responsible. Amanda tought she replied me before but she didn’t, that’s why I didn’t have an answer. I needed to chase them, and they came with a negative feedback and saying that basically I had food poisoning from elsewhere.

No accountability. No meaningful investigation into my individual case. Just a generic response saying no one else reported issues — as if that automatically rules out a problem.

Food safety is not something that can be brushed aside with paperwork. Contamination can affect a single item, and customer health concerns should be treated with far more seriousness and urgency.

The delay, lack of empathy, and outright dismissal of my experience have completely eroded my trust in Eurostar’s service.

If you’re travelling with them, I would strongly advise caution when purchasing onboard food. Very disappointing experience from a company I expected much better from. Still waiting a good customer service policy and a compensation. I was some days sick after that.

Unbelievable UNHELPFUL Customer service. I needed to make some changes to my booking that are not possible to do online. Contacted Customer service on the email provided on the website. They suggested that I should talk to their advisers over the phone. Spent half-a-day trying to reach them just to hear the same msg over and over again: "all our advisers are busy, so we can't accept your call" and then to be cut off. Do these advisers really exist or it's just a joke?

Excellent customer service and quick response.

Ticket is around 400 pounds one way. Both VIP and other lounges and waiting rooms at London and Paris are overcrowded, overheated. Poor shops, poor food. Cattle transport

I wanted to claim compensation as my train was 2 hours late. Eurostar website compensation page is broken: CAPTCHA not working (I tried from different browsers on my laptop and on my phone as well). Then I went to submit a help request - same issue. Same error on complaint request. I tried to call them - it says: "All our operators are busy, we cannot answer you" - and they disconnect.

Why when I book tickets and pay you - there are no errors, but when I need money from you there are errors and you completely disappear?

Train came to late in Paris to much airconditioning in train. For the departure train half hour to late , no announcements about expected departure. When we entered for boarding gate closed. Nasty security people didn’t let us pass. We managed to slip through the barrier and could enter the first wagon. Unfriendly staff. No service, no apologies. Terrible experience

Really helpful knowledgeable patient and understanding

Great experience booking a wheelchair space and additional seating and booking disabled assistance for our business trip to Paris. Great to speak to a human who was caring, efficient and helpful.

Since a year, the Eurostar is always delayed while they are more and more expensive.
Since they changed their compensation, they do not care to have delays,
They used to have compensation for 15 minutes delay a long time ago. Now compensation is for an hour delay so it is regular to have 50 minutes delay..
Not speaking of Eurostar boasting about their WIFI that is totally rubbish if you are trying to work.
Makes you want to fly again