Eurostar Reviews

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Eurostar
★★☆☆☆
2.2
40.0% of users recommend this
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“Possible Health Hazard due to lack of Cleaning”

★★★☆☆

written by Sanchez8 on 26/09/2014

We travelled by Eurostar from Brussels to St Pancras. While the floor appeared to be clean the backs of the seats in front of us were very dirty, streaks of spilled drinks down the back of the tray and seat. On the ledges between the seats a build up from air bore dust and grim. Behind the hinges of the seat pull down tray again a build up of grim. The waste bin although empty when we boarded, the inside was in a disgusting state. My impression was that what cleaning does take place is only superficial resulting in what could easily be a health hazard with the seats being in need of complete sanitising. I called the train manager who was in agreement that the cleaning was not up to standard and that he would put in a report.

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“tired monopolistic approach”

★★★☆☆

written by CliveMc1000 on 19/07/2014

Eurostar - the basis of a great and glamorous travel service (as it used to be) but with no real competition this is now a tired low-rent offer. The lovely destination and departure stations leave the travel bit in the middle even more exposed - more investment needed here. Think Virgin's revolution on the West Coast main line for example!! Website is a joke too. For example I've just tried to book seats for given dates and on the final stroke it tells me no trains are available that day. Fair enough but then it clears all my previous information and I'm dumped back to the start!! So Eurostar, how about automatically showing/offering an alternative return date and at the same time keeping my previous input?? How about trying to keep me an interested customer? Duh. In any other consumer instance with another operator to choose from one would immediately switch there!! But no - this is an outdated monopoly and is exactly what happened in Soviet Union - no choice ends up with sub standard, stodgy and faceless organisation (try contacting them with constructive ideas!) - zero options for the consumer. Is Brezhnev the Eurostar fat controller??

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“Poor customer service, not reimbursing legitimate fees ”

★☆☆☆☆

written by Brooks369 on 02/07/2014

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.

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“train filthy”

★☆☆☆☆

written by dmilne6 on 25/05/2014

Traveled standard business to Paris but standard on the return. What a difference. The return train was disgustingly filthy to the point of being a health hazard. My wife carries baby wipes everywhere and even the 3rd wipe of the table could not get it clean. Never so glad to get off a train than that. Thee is never an excuse for lack of cleanliness and Eurostar needs to take this more seriously. Travelling standard class should not mean health standards should be different. Does not even deserve one star

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“going downmarket”

★★☆☆☆

written by markwaterman on 25/01/2014

The staff are fine. The new improved website is still one of the worst I've seen. The meal service has been cut to airline levels, and it's just getting worse and worse. This started as a great service but is now tired and shoddy. Needs a new operator quickly.

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“over 500 pounds ????”

★☆☆☆☆

written by bernd29 on 11/12/2013

the seats and carpets are overused and fairly dirty, the journals are a poor and limited choice. The premier business lounges...well, they have WIFI, unlike the train, but several hundred pounds for a danish and scup of and coffee...?? The trains have no WIFI, the food is astoundingly poor, limited choice and very small quantities. The breakfast...??? Equally poor. Limited room on tables for computer...quiet coach rules are not adhered to. Can't see the point of this

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“Very convenient”

★★★★☆

written by on 26/10/2013

Very convenient and fast. Great service. However prices are very high compared to other means of transport.

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“Eurostar Customer Service Stinks”

★☆☆☆☆

written by on 05/09/2013

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!

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“customer service”

★☆☆☆☆

written by anthony71 on 11/06/2013

after having a problem with our return tickets customer service could not have cared less we had to pay another 300 euros even though there was plenty of spare seats on the train it would have cost eurostar nothing to change our tickets but they could not care less

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“Bad service plus a security scare”

★☆☆☆☆

written by on 11/03/2013

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

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“THE WORST!”

★☆☆☆☆

written by Dimase on 24/01/2013

I had had such high expectations for this train. I was so excited to ride the Chunnel....however, it is nothing like they advertise. I would rather go the old way - a train to Dover, the hovercraft to Calais, then another train to Paris. The seats were AWFUL and our tour didn't even put my young daughter and I together!! And they advertise how you can "sit back an relax" on the Eurostar...WHAT? Are they insane! There was no "relaxing"! I was put in a 4 seater, 2 seats facing 2 seats with a family that didn't' shut up! And the worst of it was we had a ONE DAY trip to Paris. The Eurostar took 1 HOUR longer to get there (forget the "2hrs 15min bs) and it left that night ONE HOUR late and took yet another 1 HOUR to get there!!!! We were SO DISAPPOINTED in this thing! Oh, and it's over crowded with pushing and shoving people!! Again, this thing is THE WORST!!!!

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“Great experience”

★★★★★

written by Carolyn78 on 27/11/2012

I really enjoyed using the Eurostar as this is very convenient to travel to Paris (I'm a regular user), if booking in advance you get quite a good deal and you also receive regular promotions, which in my case is always interesting. So far I have never experienced delays or cancellations, although I'm aware that I may just have been lucky. The only thing that could be improved is the temperature in the coaches, it's sometimes really cold. In general, I had a good experience each time I used the Eurostar and I would recommend it to anyone traveling to Paris.

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“never again”

★☆☆☆☆

written by on 18/08/2012

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.

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“Sadly no longer reliable..”

★★☆☆☆

written by wafords on 27/06/2012

I used to use the Eurostar a lot from Paris to Waterloo - now it goes to King's Cross which is the other side of London. Why? I work on the South Bank, so King's Cross is very inconvenient for me. Also, had more than 3 long delays, this service is definitely degenerating slowly..

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“Sloppy monopoly”

★★★☆☆

written by hudebnik on 14/10/2011

We went Standard Premier to/from Paris in early October 2011. On the way out the train was really dirty and worn, you could write in the dust! The 'breakfast' (served at 11am) was terrible, a small stale croissant, a small roll, a yoghurt and orange juice. Oh and lukewarm railway coffee. On the way back the food was better, a passable cold meal and wine, and the train wasn't quite as dirty, although still pretty worn. Both ways the service was OK but with one exception pretty graceless and impersonal. The seats were booked the maximum possible 4 months ahead and cost £189 per person return. Compared with the £69 2nd class return the extra £120 per person gets you more space, a softer seat and food (of sorts). But it is poor value. You can get quite a few decent meals for £240, even in Paris! All the signs of a lazy monopoly.

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“Eurostar return from St Pancras to Lille was fast &...”

★★★★☆

written by kirsty88 on 01/05/2011

Eurostar return from St Pancras to Lille was fast & good value for money. If you book early enough it can be a really cheap option for getting into France. The seats are fairly comfortable & clean. Check in in London was quick & easy - the check in facilities were good once you had cleared French immigration there were a couple of coffee shops. The catering facilities on the train itself were ok - they didnt seem to have much left though and it was a little disorganised. Check in at Lille was less impressive - the check in was quick but there was just a waiting room once through immigration. We were also send down to the freezing cold platform and not informed of an hour delay until we'd already been waiting in the cold for half an hour. That said, once the train came, again it was quick, clean and comfortable. I would definitely continue to use the Eurostar and if you can book early and get a cheap first class deal or a good value upgrade, its definitely worth it.

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“Eurostar: London to Paris return on the Eurostar was...”

★★★★★

written by RichardMoose on 22/07/2010

Eurostar: London to Paris return on the Eurostar was an absolute delight, quick and efficient. The coaches are showing their age a bit but still feel so sturdy and safe, and comfy. 500km's in 2 hours...that's an average of 150mph(250km/h)...non-stop. Beats the flight option hands down, St. Pancras not cluttered and over-populated, great scenery on the way and the lowest carbon footprint around. You can take your own food and drink on board, lots of luggage and it's more child friendly. Can't wait for my next trip.

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Richardmoose's Response to RichardMoose's Review

Written on: 22/07/2010

The Eurostar website is great, i booked an entire holiday on there...from the train journey to the hotel to the activities, all in one! And saved money that way to.

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“I have used the Eurostar on a few occasions and whilst...”

★★☆☆☆

written by GinaBeena on 25/05/2010

I have used the Eurostar on a few occasions and whilst I have no reason to complain about the service and the actual travel, I would like to air my anger about the inefficiency of their website and the pain the online booking process takes me through every single time.
Booking a return journey just took me 4 attempts and overall an hour. The website was sluggish, randomly abandoned my order after I had put all my details in twice and once told me the payment had not gone through. They spam my inbox with stuff I clearly expressed I did not want to receive and now the last thing I am waiting for is to find out that they have taken three payments out of my account...!
A great service for for an international company of that format in the 21st century their website is not up to the job. Why can everyone else do it, it's not that hard.
Ok rant over, looking forward to a weekend in Paris now!

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“This is the first time I had used the Eurostar from St...”

★★★★☆

written by glenc on 28/08/2009

This is the first time I had used the Eurostar from St Pancras. The station was much, much better than the facilities at the old Waterloo terminal, however, even though its a faster line, because the train has to go way out east before it can start going south, the train journey time was a little longer than I had expected.

Apart from that it was a good experience - left on time and arrived on time.

The actual carriages are starting to look a bit old and worn though - looked like they were overdue a bit of a fabric overhaul and it all felt a little grubby - more like a commuter train from the 1980's than a top end fast train of the 2000's.

Definitely use it again though and would recommend it. We got tickets around £60-£70 each way which is pretty good.

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“The Eurostar train service running out of St Pancras...”

★★★★★

written by speakout on 28/04/2009

The Eurostar train service running out of St Pancras in London is just fantastic. I had the pleasure of using the service once when it ran from London Waterloo and although I didn't find fault with it then, the new service out of St Pancras really is first class.

The Eurostar International terminal at St Pancras is a wonderful light and airy space with plenty of shops to browse around before you embark on your travels. It is all really well signposted and the large number of check-in points mean that you don't have long to wait until you are at the passport and bag check (last check-in time is 30 minutes before your departure). Just like an airport you simply put your luggage on the automatic belts so they can be scanned and you collect them again after walking through the scanner. You then get your pasport checked and you make your way through to a holding area where you can buy coffee and a paper etc whilst waiting to be called to your train. The space is large with plenty of seats for everyone, modern and very clean and the toilets are also very smart.

You board your train about 30 minutes before departure via moving runways leading up to the higher platform level where the trains leave from. Your ticket indicates your carriage number and you can find the corresponding coach via the large numbers painted on the platform floor. This wasn't immediately obvious to me when travelling last week and when I asked as I was confused, the station staff politely told me what I had to do much to my own embarrassment as I noticed the numbers on the floor!

The carriages themselves have plenty of space for luggage, be it at the entrance of each carriage. Overhead spaces are large enough for small suitcases and soft bags and there is also a third space where you can store your coats etc. The seats are comfortable and have plenty of leg room and I also like the fact that you can lift the arm rests and spread out a little should the seat next to you not be occupied.

The journey itself is very relaxing and I would recommend you have a window seat so you can enjoy the view. The journey to Paris (Gare du Nord) only takes about 2 hours and 20 minutes but the most surprising thing about the Eurostar service is the fact that you are only actually in the Channel tunnel for about 20 minutes of the jouney.

If I ever have to go to Paris again then I will definitely be taking the Eurostar service. It is cheaper (in my experience of using non-flexible tickets) so much more relaxing than having to get to the airport an hour before departure and getting in line with everyone having to go through customs etc. The train journey is very pleasant and you get to look out at the rolling countryside and you leave from the centre of town and are deposited at journey's end slap bang in the middle of Paris. I would recommend Eurostar to anyone.

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