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Special Assistance
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Special Assistance Information
Wheelchair fares
Guide & assistance dogs
Mobility scooters
Connections
Wheelchair fares
Guide & assistance dogs
Mobility scooters
Connections
If your mobility is limited as a result of any physical or mental impairment and you require appropriate attention, you can request assistance free of charge.
We will help you through the check-in and boarding process, help you disembark and, in stations where porterage services are available (London St Pancras International, Paris Gare du Nord and Lille Europe) we will also help you with your luggage free of charge, provided you do not exceed our luggage limit. This limit is of up to two medium-sized items plus one small item of hand luggage per person. If you do exceed this limit you will be charged for excess luggage.
If the assistance you require is solely help carrying your luggage you may need to pay for the porterage service. Porterage fees are charged per station, so where the service is available you will be charged separately both at your departure and arrival station.
In stations where the porterage service is not available we may not be able to assist you with your luggage, so please bear this in mind when booking.
It is not currently possible to pre-book this special assistance, so please arrive at check-in at least 60 minutes before departure (or 40 minutes if you are a Eurostar™ carte blanche holder or Business Premier traveller), and speak to a member of staff who will assist you.
You’ll find designated assistance points in our stations:
- London St Pancras International: Assistance desk (check-in area)
- Ashford International: Eurostar check-in
- Ebbsfleet International: Eurostar check-in
- Brussels-Midi/Zuid: Eurostar check-in
- Paris Gare du Nord: Eurostar information desk or check-in
- Lille Europe: Eurostar check-in
- Calais-Fréthun: Ticket office or check-in
- Marne-La-Vallée: SNCF information desk or Eurostar check-in
- Avignon Centre: Eurostar check-in
- Bourg-St-Maurice: Eurostar check-in
- Moûtiers: Eurostar check-in
- Aime-la-Plagne: Eurostar check-in
We will do our best to make sure you receive the assistance you need as quickly as possible, and we’ll also inform your destination station to let them know of your needs. At both stations you may experience a short wait, particularly during busy periods, but we will do our best to keep this to a minimum. Should our services be delayed or disrupted, please do not hesitate to contact a member of staff to ask for further information or assistance.
Wheelchair fares are reserved exclusively for people who are unable to walk and need to travel in their own wheelchair. As a result of Eurotunnel safety procedures and in order to ensure your comfort and safety, we can carry up to two wheelchair users per train on this fare.
If you qualify for his fare you will travel in one of two dedicated wheelchair spaces located in our Standard Premier and Business Premier carriages, near toilets which are specially designed for wheelchair users. A ramp will be available and you will be assisted by Eurostar staff when boarding and disembarking the train.
If you don’t normally use a wheelchair user but are unable to walk far enough to get to the train unassisted, we will be more than happy to help you board and disembark the train. We can provide a wheelchair to get you to the train, although you will need to be able to walk from the door to your seat and sit in a regular seat for the duration of the journey. There is no special fare available in this case.
Customers with visual or hearing impairments
We want our services to be accessible to as many people as possible so we allow registered guide and assistance dogs on the following Eurostar routes:
- London-Paris-London
- London-Brussels-London
- London-Lille-London
- London-Calais-London
Passengers with guide and assistance dogs can travel from Ebbsfleet and Ashford International, but they cannot return to the UK via these stations, since all checks can only be carried out at London St Pancras International. We apologise for any inconvenience this may cause.
For safety reasons, access to Eurostar trains by persons travelling with guide or assistance dog is limited to 4 per train. If you travel with a guide or assistance dog, but do not declare this at the time of booking, you may be refused access to the train.
If you travel with your guide or assistance dog, don’t forget that specific documents will be requested when leaving or entering the UK. Failure to produce the appropriate documents may result in your guide or assistance dog being put in quarantine.
For detailed information please contact DEFRA (Department for Environment Food and Rural Affairs) before your travel:
PETS helpline:
+44 870 241 1710
08:30-17:00 Monday to Friday
www.defra.gov.uk/animalh/quarantine
e-mail: pets.helpline@defra.gsi.gov.uk
fax: +44 207 904 62 06
www.defra.gov.uk/animalh/quarantine
e-mail: pets.helpline@defra.gsi.gov.uk
fax: +44 207 904 62 06
Travellers who need to take mobility scooters with them during their journeys may carry them on board without additional charge in our trains’ special luggage holds.
In order for the scooter to be able to access our platforms and trains via the lifts and ramps, it should not exceed 100cm (1 metre) in width. Our staff will help you board and disembark the train, but we may ask you to operate your scooter yourself as models vary and our staff may not be familiar with it.
Please contact the EuroDespatch Centre in advance on the number below to ensure there is enough space available in the luggage hold.
EuroDespatch Centre at St Pancras International:
08448 225 822
Open daily from 07:00 to 22:00 (GMT).
08448 225 822
Open daily from 07:00 to 22:00 (GMT).
Please note:
If you arrive unannounced at Eurostar terminals we cannot guarantee the required space on your intended service.
Scooters that use combustible fuel cannot be carried on any Eurostar service. Only battery operated mobility scooters are allowed.
If you arrive unannounced at Eurostar terminals we cannot guarantee the required space on your intended service.
Scooters that use combustible fuel cannot be carried on any Eurostar service. Only battery operated mobility scooters are allowed.
If you have connections and need assistance, please contact the train companies below directly. Bear in mind the conditions of access to assistance may vary and they might request a pre-booking up to 48 hours in advance.
Connections within the UK:
Chiltern Railways: 08456 005 165
c2c: 01702 357 640
First Capital Connect: 0800 058 2844
First Great Western: 0800 197 1329
Gatwick Express: 08458 501 530
East Coast: 08457 225 225 i
London Midland: 0800 092 4260
One: 08000 282 878
Southeastern: 0800 783 4524
SouthWest Trains: 0800 5282 100
Southern: 0800 138 1016
Virgin: 08457 443366
c2c: 01702 357 640
First Capital Connect: 0800 058 2844
First Great Western: 0800 197 1329
Gatwick Express: 08458 501 530
East Coast: 08457 225 225 i
London Midland: 0800 092 4260
One: 08000 282 878
Southeastern: 0800 783 4524
SouthWest Trains: 0800 5282 100
Southern: 0800 138 1016
Virgin: 08457 443366
Connections within Belgium
Tel: +32 (0)2 528 28 28
Bookings must be made at least 24 hours before travel
Connections within France
Accès Plus
Tel: +33 (0) 890 640 650
Fax: +33 825 825 957
accesplus@sncf.fr
Bookings must be made at least 48 hours before travel
Accès PlusTel: +33 (0) 890 640 650Fax: +33 825 825 957Bookings must be made at least 48 hours before travel
Accès Plus
Tel: +33 (0) 890 640 650
Fax: +33 825 825 957
accesplus@sncf.fr
Bookings must be made at least 48 hours before travel
Visit www.accessibilite.sncf.com for more information
Connections within Germany
Mobilitätsservice-Zentrale
Tel: +49 (0)1 805 512 512
Fax: +49 180 5 159 357
msz@bahn.de
Bookings must be made at least 24 hours before travel
Tel: +49 (0)1 805 512 512
Fax: +49 180 5 159 357
msz@bahn.de
Bookings must be made at least 24 hours before travel
Connections within the Netherlands
Service Centrale
Tel: +31 (0) 30 235 78 22
Fax: +31 30 235 39 35
Service Centrale
Tel: +31 (0) 30 235 78 22
Fax: +31 30 235 39 35
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