Our trip home from the Netherlands was cancelled. There were no representative from Eurostar at the station explaining what can be done to arrange alternatives. The customer services were unavailable for 3 days. The website didn’t recognise my booking so we couldn’t re-book for the next available journey. There were no additional trains put on and as such there was no availability for us to pay again for our journey home. When we tried to claim £800 in compensations for our hotel costs, food costs and alternative transport. Eurostar were only prepared to consider hotel costs and selected few food costs. The process of compensation was dragged out, I feel deliberately as the Eurostar website was having digital issues and they also lost my emails. I’ve still not received compensation over a month later despite me stressing to them I have a young family and times are hard.

Eurostar changed our train time at check in without telling us, resulting in us missing the correct train and then left us (2 adults and 2 children) with no seats and left us sitting on the floor like animals. We had to beg other passengers to at least let our children sit down. And now, after many emails back and forward with the usual generic defensive nonsense, they refuse to refund us or accept any wrongdoing whatsoever "well you made it back didn't you? We fulfilled our service". I would whole heartedly advise people to avoid them at all (extremely expensive) costs!! Shame on you Eurostar!!

Was refused boarding from Amsterdam to Brussels because I should have checked in 1 hour in advance. This was neither listed on ticket nor notified in any way. Furthermore: 1) Eurostar app is very buggy and often crashes during booking, 2) frequent travel programme does not work on many trips, 3) Corona refund policy has been very restrictive, often not working properly via website, and staying far behind competitors, 4) communications are often misdirected, e.g. I received an email “Since you are soon traveling to the UK …” whereas I traveled from Amsterdam to Brussels. I have had it and am scrapping Eurostar from my preferred travel options. The only good thing about Eurostar: their on-board staff is very friendly and helpful

They cancel train and refuse a refund. They only offer time limited voucher. When things get going the voucher is limited to March 2021 - in other words their low season. Offered to accept voucher instead of refund, if it was not time limited. Totally ignored. What an appalling company. Travelled with them many times before - will NEVER do so again.

Travel from France to UK on 21/12/2019 not possible because SNCF connecting train cancelled (Strike). No response from Eurostar for help in re-booking so had to cancel. A very poor way to treat a pensioner wanting to return to family for Christmas. unable to get through on phone. No response to several e-mails to help contact. The strike has been running for several weeks so not having sufficient support staff is not an acceptable excuse.

The most appalling customer service I've ever experienced in my life. I'll never travel with EuroStar again. I'd rather walk!! A few weeks ago I suffered a *SIX AND A HALF HOUR DELAY* with EuroStar. Arriving into London at ***03:30am***. The conditions were awful. It was hot and uncomfortable. Customer service at the time was shocking. I only saw the Train Manager once during his single walk through the carriages, and he could barely take the time to speak to me. What did we get during the ordeal? A *CUP* of water (not even a bottle) if we walked to the cafe cart ourselves, and a fun-size twix each! That was shocking enough, but the customer service afterwards was even more appalling. So there's a sliding scale for compensation in this type of case right? Between an hour and two+ delay. But when something goes catastrophically wrong do you think the company should maybe take that into consideration? A six and a half hour delay is exceptional and something deserving of a special handling. EuroStar don't seem to think so. I had to contact EuroStar multiple times to get my claim paid out as well. They only paid the percentage of the tickets originally, even though they had promised to refund our taxis. The biggest insult...get this... Whilst I put my Mum into a taxi, I took the night tube home. The train manager even suggested we do this. I thought I'd be considerate and do it, since I could get home that way. It felt like travelling home with zoo animals, it was horrendous. So, I don't get indoors til gone 5am right. EuroStar refuse to pay my *****£2.80***** tube fare!! Compassion? Customer Service? Alien terms to these corporate jobsworths This is an exceptional circumstance, I get that. For that exact reason alone EuroStar should be grovelling, saying 'usually we're really good, here, let me do anything to prove to you that when things go catastrophically wrong you can count on us. Please ride with us again'. This type of handling would be a stroke of genius, promoting word of mouth recommendations of admiration that whilst it was an ordeal, they make sure you're sorted if something really off the scale from a normal delay happens. Instead, they're quoting rules of carriage to me and making me waste my time, and producing the most annoyed and frustrated customer ever. I literally tell anyone and everyone about how bad the trip was, how bad the service has been, and go into every single detail and communication I've had; there's not been a single person not shocked and appalled. I don't think I'm the only person that'll be put off ever using EuroStar after hearing my story. For a company that spends millions of pounds on advertising, they can't even spare £2.80 of good-will for someone that's been so put out. You couldn't pay me to go on EuroStar again. They don't deserve my money!

Train has been late a lot of times, where everything becomes immensely disorganized. Most often the toilets are awful and theres no way to cancel a trip only rebook. 30 pound change fee PER JOURNEY & head + extra costs. Not happy at all!

On 28 September I booked return tickets to Paris for myself friends for a holiday 16 to 19 November. I believed that one friend had reverted from her married name to her maiden name. However the name she uses is actually her professional name she was given many years ago when she was a member of Equity, the actors' trade union. When I promptly contacted Eurostar to ask for the name on her ticket to be changed to her married name, as per her passport they said I would have to buy a new ticket and could not have a refund on the old ones. They said the ticket has to be used by the person whose name it was issued in. I pointed out my friend uses both names. They would have allowed her to travel if she could have produced her marriage certificate showing both names. I pointed out the certificate would not help as her maiden name is completely different. I emailed to them copies of Inland Revenue documents giving both names and which also gave the same National Insurance number for both names, proving they relate to the same person. I also offered to obtain a formal legal Statutory Declaration dealing with the issue of the two names. None of my emails were answered and I had to chase up by Live Chat. Even when I telephoned the Help Centre they were unhelpful. It is so unfair they will not cancel the ticket in the non-passport name and also say I will have to book again. When I first looked on the website for availability I booked the last 6 tickets for the time we wanted (had that not been the case I would have checked passport details) so my friend would not be able to travel with the rest of us. Also, the unused seat may well go to waste. I expected I might have to pay an admin fee because of the name discrepancy but this is so unreasonable. When I politely pointed this out the person I spoke to suggested I emailed the Help Centre. What is the point of that when emails aren't answered.

Was unable to print my ticket at the station because I did not have the credit card I used to buy my ticket, and the eurostar person at the counter said there was no way for me to get in the train if I could not print the ticket or show my credit card, whereas I had my passport showing that I was the person who booked the ticket.

I am currently on a new train travelling premier from Paris to London. The carriages are bright, well lit and airy. There are USB sockets. However compared to the old trains the seats are very uncomfortable. The seat length is shorter which means ones legs dangle off the end. The material is a horrible slippery synthetic material so one slides off. It feels worse than airline economy. Unbelievably ghastly. However at great expense, I doubt Eurostar will make any changes. They do not deserve the business, but unfortunately have a monopoly.

I travelled on the Eurostar last weekend in an emergency it was easier to get to St Pancras, bought the tickets at £245 return, during the meeting |I was feeling ill and used the loos only to find that there is no water in the taps or flush????. I had to find someone who walked me all the way to the other side of the carriage so that I could wash my hands probably, charged me for the bottle of water that they provided, what kind of service do you call this?? Avoid like the plague, no wonder most of the carriages are empty.

Last week I travelled on the Eurostar from St Pancras to Paris for my daughters hen party. 5 days before departure one of the bridesmaids was unable to come so to avoid disappointment we found a replacement thinking I would just have to pay an admin charge of maximum £30 to change the name. When I rang I was told it was not possible to change a name but as a goodwill gesture they would charge the price it was that day less the £99 we had already paid The extra cost a massive £210. I became very upset as neither I nor the new traveller (who was not coming previously due to the expense) have that sort of money available with a wedding to pay for. I said I would get back to them and after panic attacks and tears, my husband said we could get a loan. We never told her of the extra cost as we wanted her to come and she had just spent £80 on train from Swansea to London. I rang back and said I had to do it then was told they could not guarantee the same seat, as they would have to cancel one and re-book and in that time someone else may have booked the seat as it was nearly full. As you can imagine the stress was horrendous. I tried to explain this was OUR SEAT but apparently that does not matter, after all if our extra passenger wasn't coming the seat would have been empty, I just wanted my daughter to have a great time. I could hardly speak and the customer service lady was wonderful getting a colleague to cancel the original at pretty much the same time as booking the new one, which thankfully worked. I could not then believe it when NOT ONCE were our tickets checked against our names or Passports, so we could have just used the original ticket, absolutely gobsmacked. On our return to London, ok not due to Eurostar, trespassers were walking on the track causing 40 minute delay, not enough time to reimburse us for 1 hour delay, they probably would have run them over rather than give anyone their money back. My daughters friend missed her train to Swansea by 3 mins and had to pay an admin charge to change her ticket, luckily we all had flexible tickets but had to wait nearly 2 hours for another train. The whole experience has made me determined to never ever travel on the Eurostar again. I will only be flying from now on, I cannot believe how much it has cost us financially not to mention how much worry and stress involved. We are all totally disgusted not to mention £210+ poorer. Avoid Eurostar or if you face the same dilemma just travel on original ticket HONESTY is definitely not the best policy when it comes to Eurostar

I am awaiting for 6 months for Eurostar to reimburse legitimate costs I have incurred because of a delay of a Eurostar in Paris. They have stated they accept the reimbustemnt after 3 months of exchanging e-mails and presenting my case and, despite this they have not actionned it yet. Extremly disspointing and unprofessional service. I used to be a frequent traveler with Eurostar, they were my fist choice for Paris London trips... now I always think twice before choosing them and I only choose them when I have no alternative.

I made a genuine mistake booking Eurostar this morning. Booking the wrong day. Once i read my confirmation i realised and rang Eurostar straightaway. I didn't mind paying the extra cost of the more expensive time to travel. But having to pay £30 renewal for each ticket, both ways, £120 made me feel sick. I'd have expected a better service from a company like Eurostar. I have always thought they were a 10 out of 10 company service wise, now i will be telling everyone how bad they are. It was a genuine mistake. And would have expected sympathetic person at the other end of the phone. But received nothing but unbelievable surcharges that led to bad feeling. So be warned and be very careful, one slight genuine mistake could cost you dear!

My family lives in Paris, we are Eurostar Frequent Travellers. Last November we booked tickets for myself and 4 French friends. Whilst booking online ( on the notoriously complicated Eurostar web-site) we inadvertently used the wrong date for the return journey but realised the error before payment and thought we had changed it. Unfortunately we did not print the tickets until later and did not realise the original date was still on the ticket. Blissfully unaware of what was to come we arrived early at a largely deserted St Pancras, tried to check-in, the tickets did not work and we were turned away and told to return in 45 minutes. We returned to face huge queues, naturally the tickets would not work and unlike before there were no staff to assist. Two of us eventually found a member of staff who stamped our tickets and let the two of us through, at this stage we were still not aware our tickets had the wrong date. The other three in another queue were ultimately not admitted. As as soon as i realised what had happened I went straight to "customer services" explained the situation and asked to speak to a manager, who promptly accused us of breaking through the barrier. At this point I feel I should explain that I am 56, my friend is a 66 year old pensioner recovering from major back surgery- hardly barrier breaking material! We were then informed that the only way we could travel was to buy completely new tickets for £179 and that this was a problem that happened all the time, and that furthermore it was simply an issue of revenue for Eurostar. At no time was I allowed to discuss with the rest of the group what to do or even if they had the ability pay for the new tickets. I was quite happy to pay the difference, but consider buying a new ticket completely usurious, particularly when there were empty seats on the train and it was 15 minutes before departure. Eventually the manager decided that there was a security issue, and we were sent to a "holding area" whilst a "security sweep" took place and were still not allowed to communicate and discuss what to do with our friends outside the terminal. In fact all the trains for the evening had departed before we could make a decision. We were finally allowed out of the the terminal at 10pm with not even enough sterling to pay for our tube tickets and nowhere to stay for the night. I am completely outraged at our treatment by Eurostar and its total indifference to our plight. I would suggest four things. 1. An overhaul of an over complicated and inflexible on-line ticketing procedure that clearly does not work, if, as stated by your staff this is a frequent problem. Why not write the DAY on the ticket. 2. A review of security procedures, as two people managed to access the terminal with wrongly dated tickets with the consensus of staff. 3. An end to the usurious practice of charging for a new full price ticket, when there is a last minute problem. 4. A review of customer service, and method of dealing with clients, ( as a Frequent Traveller I am allegedly a value customer.) The attitude of your manager was utterly inhumane. None of my friends had used Eurostar before Yours sincerely, Gillian Neville Sent from my iPad

The staff up to the train were great checkin nice and easy once on the train it was dirty very tired looking no room to move as we were packed in like sardines and there was no air conditioning, never again.