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.

Does anyone know if EUROSTAR trains are fitted with any kind of air cleaning system similar to the High Efficiency Particle Filters fitted to aircraft?

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 the outward journey several toilets were out of order. Ditto coming back. In one that did work the wayer was not working and there were no hand towels. Very poor.

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.

We had two seats booked on Eurostar and after a very slow check in/security control etc went straight onto the train at Gar du Nord. Ah well we tried to. Our carriage number wasn't there. What do we do? After half an hour train manager had tipped people out of a carriage and we forced our way on and grabbed a seat. Not a word from the staff. set off 40 minutes. Because train only 47 minutes late on arrival and we didn't have to stand all the way no gesture of partial reimbursement can be made (in case they have to do it for everyone and it costs Eurostar a vast amount of money I was told). Had to wait almost a month to get answers and they couldn't care less. Really not impressed with a company that ducks out of its responsibility when it event is known beforehand and then mismanaged.

We were six pensioners going on a list train journey from the UK down to Italy via Paris,Zurich,Genoa, Milan and Como. We got the Eurostar from Ebbsfleet. What a wonderful calm way to start our holiday. We continued our journey and spent a week in Como. On our return we missed our connecting train from Milan Garibaldi. We had gone to Milano Centrale. We were distraught. The next train was 10 hours later and we would have to pay again. We were then told that we would have to pay again for our Eurostart tickets. I telephoned Eurostar in the UK and spoke to an advisor and explained our plight. He dealt with everything for us and booked us on the train the next day at no extra cost .He reassured me and all I had to do the next day was collect my tickets and make sure we got their on time! Thank you. It is customer service like this that gets a company a good name. We are for ever grateful to you. Let's hope your company is aware of what a good man you are.

Travelled on Eurostar from St Pancras to Brussels then onto Bruges,we only booked standard class but thought the carriage felt like it needs a good clean and some of the backs of the seat heads were fraying. Got to Brussels from St Pancras in 2 hours but a bit of advice when booking if your travelling on by train from Brussels select option ABS =ANY BELGIUM STATION so you can use same ticket AND if going to Bruges from Brussels on the train MAKE SURE you get on the fast train that should take just over an hour,we made the mistake of getting on the slow one that took 2 hours and 20 minutes to get to Bruges. Overall enjoyed using eurostar but wish we could have afforded the first class carriage

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.

Just returned from my first ever Eurostar journey - roundtrip to Brussels. Was very disappointed in the product. On the way out, we had seats without a window. Even the hooks for coats did not "fit" with the seating - trying to put extra seats to gain revenue. The whole carriage looked very tired - badly in need of upgrading. Backs of the seats had torn headrests. Also, extremely surprised to find that there was no Wi-Fi. In Scotland, all our trains have free Wi-Fi, as do our buses in Edinburgh. Not good enough for 2015. On complaining to train guard was advised that the product was 20 years old and new trains were due to come into service in November of this year.

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

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.

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??