Eurostar Reviews 

I travelled back and forth between London and Amsterdam last week. Amazing service, great Special Needs Care.
Much more joy, comfort and and care than flying.

Giving Eurostar 1 star as there's no option to leave 0 stars. We've been standing for will over and hour to get through border control and security, nowhere to sit on the other side as the waiting area was overly crowded. They had us all rammed in there like heard of sheep. With less than 10 minutes to go before departure, they let thousands of us out onto the platform all together at the same time. Needless to say never again on the Eurostar. Oh, forgot to mention, the sandwich shop was totally overpriced. Now on the actual train which is badly designed, no view out of the window from our dirty seats.

If you are looking for a travel provider that combines the thrill of a surprise cancellation with the empathy of a Victorian debt collector, look no further than Eurostar.

After cancelling my Amsterdam service on April 19th, Eurostar provided an innovative customer service strategy: total silence. When their booking app and station staff confirmed that no trains or coaches were available until the following day, I foolishly thought booking a flight home was a "necessary and reasonable" way to avoid being stranded. How wrong I was.

According to Eurostar’s narrow interpretation of their Conditions of Carriage, they will only contribute to the costs they have foisted upon you if you crawl home via "train, coach or bus". No mean feat, when no such services exist on that day. By flying, I apparently committed a grave error and must slap myself on the wrist.

I must, however, commend their punctuality in other areas; specifically, their ability to refund my original tickets substantially later than the promised 5–7 working days, and only reimbursing a fraction of the costs I have incurred resulting from their shenanigans.

In short: if Eurostar strands you, you must simply sit on the floor of Amsterdam Centraal and wait for the next calendar day. An update may arrive with carrier pigeon. May fortune smile upon you, weary traveler.

Today I received great customer service from Mia when I was unable to find the emails etc of my booking for later this year. Mia spent at least 15 minutes on the phone with me looking for my booking. Which after some sleuthing we found. I was very happy with her patience especially as I gave the wrong travel date first off.

I needed to enquire about and organise special assistance for my wife who has a hidden disability. My questions were dealt with most effectively and quickly and the special assistance was arranged with the minimum of fuss. The response time for my call was excellent.

I have always found the staff at Eurostar to be kind and caring - often going above and beyond.
My recent telephone contact to amend a booking was similarly excellent.

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.