Frequently Asked Questions

Collecting your ticket from the station?

We now operate 'Print at home'  which allows our customers to print their own tickets. More information

If you have not selected to print your own ticket then you will be able to collect your tickets from the station as follows:

Ticket collection at St Pancras International, Ebbsfleet International or Ashford International station
Tickets can be collected from the automatic E ticket dispensers situated at check-in on any day prior to travel.
You will need to enter your six letter booking reference, then insert the credit/debit card you used when you made the booking.

Tickets can also be collected from the ticket desk. (Please bring the credit/debit card you used when you made the booking along with a form of ID)

Ticket collection at the Gare du Nord in Paris?
There are e ticketing machines situated on the mezzanine level next to the Eurostar ticket office.
Please take your Eurostar six letter booking reference and the credit or debit card that you used to make your booking along with a form of ID. We would also advise you to arrive at the station at least 45 minutes before departure time.

Ticket collection at the Gare du Midi in Brussels?
Tickets can be collected from the Rail-tours office in the Eurostar concourse, where you will be asked for the credit card and your passport before the tickets are issued.

Ticket collection at Lille Europe?
Tickets can be collected from any SNCF ticket desk.
These are situated in the sales unit “espace vente” which is located in the centre of the station.

Please Note:

  • You can collect your tickets any day prior to departure between 05.00 and 21.30 but you must collect them at least 45 minutes prior to your train leaving.
  • You will be isssued with both your outbound and return journey tickets at the same time along with any tickets for onward travel (if booked).
  • The credit card holder MUST be present to collect tickets along with the card used for payment.
  • Please don't forget your six letter booking reference.

If my ticket is booked to disembark in London can I disembark in Ebbsfleet or Ashford?

Providing the train you are on stops in Ebbsfleet/Ashford you will be able to disembark there.
Please bear in mind that not all Eurostar services do stop in Ebbsfleet/Ashford. You will only be able to change to a different train if you have a changeable ticket.

What are the prohibited and restricted items on Eurostar?

There are NO restrictions in taking your own food or drink on board the Eurostar.

There are also, NO restrictions with regards to taking toiletries such as perfume, deodorants, shampoo etc on board Eurostar.

Taking liquids on board:
Drinks can be taken with you on board, however please remember that all items must pass through x-ray machines on departure at the security screening point when checking in. Therefore drinks not in sealed containers might be refused (open cups etc and those with loose lids as they will spill their contents when passing through the x-ray machine).

Items that cannot be carried

Items that can be taken as registered luggage only (for more info click here)

Unlicensed firearms including replicas and de-activated firearms.

Authorised firearms not requiring a certificate (such as compressed gas or air powered match pistols)

Ammunition of any calibre and quantity

Licensed firearms: A valid firearms certificate and a European firearms pass is required. Travellers must check in advance with the authorities of the departing and boarding destination. The firearm must not be loaded with any ammunition

All explosives (including fireworks) and imitation explosives or devices such as toy hand grenades

Swords (including fencing swords), sword sticks and other ceremonial weapons

All items containing incapacitating gas (including CS gas sprays)

Crossbows, Crossbow bolts, longbows, longbow arrows and starting pistols (subject to prior approval and verification

Flammable substances such as Camping Gas canisters, lighter fuel and methylated spirits except in minimal quantities (i.e contained in a lighter or utensil).

Dangerous sporting equipment such as spearguns

Flick knives/ lock knives. Gravity knives and any other knife with a blade over 3 inches in length. (standard folding knives with a blade no longer than 3 inches/75mm are permitted to be carried)

Open razors

Kitchen Knives

Any item made. adapted or intended for use as an offensive weapon

Any banned item in the country of boarding or destination

For transport of prohibited items you may be able to take them as registered luggage.

Please contact the Eurodespatch centre on 0844 822 5822.

More information

Buying an Any Belgian Station ticket from the UK?

Buying an Any Belgian Station ticket from the UK?
These tickets are valid for travel to any station in Belgium, as long as you continue your journey within 24 hours of arriving in Brussels.

Your return journey to Brussels is also included on your ticket, as long as it’s within 24 hours of your Eurostar train home.

Your Eurostar ticket will cover you for these parts of your journey and you won’t need to book a seat.

Your travel class on your connecting train will be the equivalent of the class you chose for your Eurostar journey.

Your Eurostar tickets are only valid on SNCB trains. So, that means you won’t be able to use them high-speed Thalys or ICE trains, the tram or the Brussels Metro.

Travelling to Brussels Airport station?
There’s an extra a fee of around €2 that goes to the Diabolo construction project.
Get more information and timetables to Bruges, Antwerp and other Belgian destinations in Belgium on the Belgian Railway website.

Remember, Brussels Midi is also known as Brussels Zuid – they’re the same station.

*Note: Travel to/from this destination can not be purchased using Eurostar Frequent Traveller Points.

Why does Eurostar charge a credit card fee?

A £4 fee is applied to credit card bookings made by phone, at one of our stations or on the internet.

Unlike many of our competitors, all bookings made using a debit card remain free of this charge.  This is reflective of the significantly lower costs levied by the banks for debit card transactions and allows Eurostar travellers to avoid entirely any additional charges.

Paying with a 'carte bancaire' issued in France?

If you have a 'carte bancaire' issued by a French bank and are unsure which card payment type to select please telephone our contact centre.

I’m making a wheelchair booking – what do I need to know?

When you travel in a wheelchair with Eurostar, we’ll reserve one of our dedicated wheelchair passenger spaces for you, which are in our Standard Premier and Business Premier carriages. You’ll also be able to take a companion with you at a discounted rate.

We’ll set up a ramp for you and one of our team will help you board the train and get you settled comfortably. It’s a good idea to arrive at the station at least 45 minutes before departure to give you plenty of time, and let a member of our team know you’d like a helping hand.

If you have restricted mobility and need a little help walking but you’re not confined to a wheelchair, we’ll be happy to arrange assistance for you to get to the platform, on the train and off again at your destination. You don’t have to arrange this in advance. Just ask at Eurostar ticket desk when you arrive at the station – we’ll take care of everything for you.

To make your booking on the homepage click 'Trains' then 'Other booking options' you'll then see an option for Wheelchair bookings.

How soon do I have to check in before my train leaves?

To make sure you’ve got enough time to go through the security checks and passport control, it’s a good idea to arrive at the station at least 45 minutes before your Eurostar train departs.

If you’re picking up your tickets at the station on the day, be sure to leave a little extra time, in case there’s a queue.

Your check-in time depends on which travel class you’ve chosen:

  • Travelling in Standard or Standard Premier? Check in closes 30 minutes before your train departs.
  • Travelling in Business Premier? Check in closes 10 minutes before your train departs.

If you’re off to the slopes on one of our ski services and you’re carrying ski or snowboarding equipment, make sure you arrive an hour before the train is due to leave, so you’ve got time to check in all your bags.

How do I book my seat on the TGV, Thalys, ICE or other continental trains?

If your booking includes travel on a TGV, Thalys or other continental train, we’ll reserve a seat for you when you book and you’ll see the seat number on your ticket.

We don’t have access to seating plans for other train companies, so if you’ve got a seating preference or any special requirements, just let staff know when you check in or just before you board the train

Eurostar Contact Details

Telephone Bookings
To make a booking over the telephone or to enquire about a previous telephone booking call us on:
08432 186 186 or if calling from outside the UK +44 (0)1233 617 575 from 8am to 7pm Monday to Friday and 9am to 5pm Saturday and Sunday.
Belgian Contact Centre:  +32 (0)70 79 79 89  (8am to 8pm Monday to Friday, 9am to 4:30pm Saturday and Sunday)


Eurostar Frequent Traveller
If you have any queries regarding Eurostar Frequent Traveller membership.
Call 08448 117 117 (UK).
Call 01 70 70 99 49 (France).
Call 02 402 24 30 (Belgium).
from 8am to 7pm Monday to Friday and 9am to 5pm Saturday and Sunday.


Website queries
(including online booking queries)
If you experience problems making a booking online, or have any queries, comments or suggestions regarding our website we may already have the answer to your question in our Qustions and Answers Here
Alternatively send us an Email 

Or Call 08448 224 777 or +44 (0)1777 77 78 78 from outside the UK, from 8am to 7pm Monday to Friday and 9am to 5pm Saturday and Sunday.
Be sure to have your Booking Reference to hand when contacting us.


Train arrivals
To find out when a particular train is due to arrive.
Call 08448 224 411 from 8am to 7pm Monday to Friday and 9am to 5pm Saturday and Sunday.


Traveller Care
To contact us with comments or suggestions after you have travelled, or if you would like to express dissatisfaction or praise regarding your journey.
Email: traveller.care@eurostar.com
Call +44 (0)1777 777 879   9am to 5pm Monday to Friday.


If you are not satisfied with our reply you can contact either London TravelWatch or Passenger Focus - independent watchdogs set up to protect rail users’ interests. Please include copies of all the correspondence relating to your complaint.

London TravelWatch,
Dexter House, 2 Royal Mint Court, London, EC2N 4QN
Tel: 020 7505 9000
Fax: 020 7505 9003
Email: enquiries@londontravelwatch.org.uk
Website: http://www.londontravelwatch.org.uk

Passenger Focus
FREEPOST (RRRE-ETTC-LEET), PO BOX 4257,
Manchester M60 3AR
Tel: 08453 022 022
Fax: 0845 850 1392
Email: info@passengerfocus.org.uk
Website: http://www.passengerfocus.org.uk


Special Meal Requests
If you're travelling in Business Premier or Standard Premier and did not request a special meal at the time of booking please let us know.

For vegetarian meals, please advise us at least 12 hours in advance.

For Kosher, Halal or vegan meals, please give us at least 36 hours notice.

Call 08448 224 777 or +44 (0)1777 77 78 78 from outside the UK, from 8am to 7pm Monday to Friday and 9am to 5pm Saturday and Sunday


Baggage Services
To enquire about our baggage service for groups as well as sending excess baggage or large items like bikes, musical instruments and any other bulky items on Eurostar:

Call 08705 850 850
Email: group.baggage@eurostar.com


Lost Property
Call 08448 224 411 and select option 1
Email: lost.property@eurostar.com


Corporate Communications
To request a press pack or for any other media-related issues, please contact:
Eurostar Corporate Communications,
Eurostar Group,
Times House,
Bravingtons Walk,
London N1 9AW

Email: press.office@eurostar.com

Mobile web site and Mobile App

We now offer a mobile web site and mobile App.

Our mobile version of eurostar.com and applications for iPhone and Android mean you can now book tickets, manage your bookings, save your profile and access Eurostar mobile tickets on your phone.

To book journeys between our core destinations (Paris, Brussels, Lille and the UK) on your mobile simply click ""book"" and complete a few easy steps. Remember to save your details in your mobile profile to make your next booking even quicker.

To book connecting or seasonal services or to see our promotions and packages you can visit our main eurostar.com website or call our contact centre on 08432 186 186.

Please Note:
The only supported way to check in with a Mobile Ticket is through the Mobile Application.

More information

I have a complaint or suggestion about a journey I have made.

To contact us with comments or suggestions after you have travelled, please use the following contact details:
Email: traveller.care@eurostar.com

Eurostar Traveller Care
2nd Floor
Kent House
81 Station Road
ASHFORD
Kent
TN23 1AP

Telephone +44 (0)1777 777 879 Monday to Friday from 9.00am to 5.00pm (UK times). Please note that the line is closed on UK bank holidays.

If you have been affected by a disruption on a Eurostar service and qualify for compensation please retain your original tickets and follow the instructions in our compensation guide

When contacting us in writing, please make sure you include:

  • Your Eurostar booking reference (sometimes called the 'PNR' or 'Dossier', this is a six-letter reference starting with a Q, R, S, T or U, which can be found on your ticket or booking confirmation)
  • Your postal address and a contact telephone number
  • Your bank account details, for any refund that might be due (account name, name of bank, eight-digit account number and six-digit sort code)
  • Scanned copies of any receipts or tickets that may be relevant
  • Any other information that you think might be useful

Car parking Information.

St Pancras International Station Car Parking
Car parking at St Pancras is at an NCP car park located 450 metres from the station in Battle Bridge road NW1 2TJ (access is via York Road and Goodsway).

Prices for using this are approximately £24.00 per day.

* For further information on this car park, please contact NCP directly on 0845 050 7080 or consult their website at www.ncp.co.uk

Don't forget, if you drive into London, you are subject to the government's congestion charge
More information on the congestion charge.

 

Ashford International Station Car Parking
To access Ashford International station, we recommend that you come off at junction 10 of the M20, follow the signs for Ashford station and car park.

The station offers parking for around 2000 vehicles, and therefore, it is not necessary to reserve in advance.

You will be able to pay at the automatic payment machines using either cash or a credit/debit card. These are located near the station ticket office or at each level of the car park.

* For further information on this car park, please contact CP Plus directly on 0207 431 4001.

More information

View a map of the terminal

Please note: It is not possible to pre-book car parking at Ashford International station.

 

Ebbsfleet International Station Car Parking
You will be able to pay at the automatic payment machines using either cash or a credit/debit card.

These are located near the station ticket office or at each level of the car park.

* For further information on this car park, please contact CP Plus directly on 0207 431 4001.

 More information

View a map of the terminal

Please note: It is not possible to pre-book car parking at Ashford International station.

 

Paris Gare du Nord Station Car Parking
VINICI PARC is the name of the car park at Paris Gare du Nord
• Up to 1 hour:- 2,20 Euros
• Up to 2 hours:- 5,20 Euros
• Up to 3 hours:- 7,80 Euros
• Up to 4 hours:- 10,40 Euros
• 9 – 24 hours:- 21,00 Euros
• 25 – 36 hours:- 32,00 Euros

For more information please contact them directly.
Telephone:(0033) 1 42 80 31 55
Fax: (0033) 1 45 96 09 89.
Opening hours: from 05.00 to 10.00.

View a map of the terminal

 

Brussels Midi station Car Parking 
There is a large car parking with direct access to Brussels Midi station.

Please contact them directly for more information.
Q-Park Zuidstation / Q-Park Gare du Midi
Frankrijkstraat / Rue de France 40
1060 Brussels.
Tel: 00 32 2 521 01 29. 
 
View a map of the terminal

 

Lille station Car Parking
For more information please contact them directly on 0033 3202 19821
Lille Europe
Gare Du Lille
Escale Eurostar
1 Gare De Ville Europe
59777
Euralille
France
View a map of the terminal

 

Calais station Car Parking
There is a car park adjacent to the station in Calais Frethun. There is no charge to park here, however please be aware that it is a public car park and does not have security patrols or CCTV.

Luggage Information

All the information you need regarding luggage allowances, things you can and can't travel with, lost property and taking your bike on the train is available here

What is the cost and availability of tickets?

Eurostar tickets can be booked a maximum of 120 days in advance.

(Seasonal services and Disney services can be booked further in advance)

Eurostar tickets are sold subject to availability so we can't advise of pricing via email.

To check for the best availability just enter your journey details onto our booking page.

How do I earn and spend e-vouchers as a Eurostar Plus Points member?

I've lost the details of my e-voucher. How do I retrieve these?
You will be able to log into your Eurostar Plus Points account online and consult the bookings page to get this information.

Can I still use my e-voucher once my account is closed?
If your account is closed you can still use your e-voucher until the date of expiry. However please note that you will no longer be able to access your account so you will need to keep a note of your voucher number or make sure you have the e-mail we sent with your e-voucher is stored in a safe place.

How do I check when my e-voucher is going to expire?
Members will need to log into their Eurostar Plus Points account online and consult the bookings page to get this information. You will also find this information on the e-mail sent when you earned your voucher.

Can my friends and family use the e-voucher which I've earned through my points?
Yes, they will need to enter the voucher code when making an online reservation. The booking must be made in the currency chosen at the time of setting up the account. Your voucher can only be used once so several friends cannot use the same voucher.

Will I get a part refund if the value of e-vouchers that are being redeemed exceeds the ticket price?
No, If the total value of e-vouchers redeemed is greater than the total ticket price, no refund will be given.

Can I combine e-vouchers and payment via credit/debit card?
Yes, you can do a part e-voucher, part debit/credit card booking when purchasing a ticket.

Is it possible to cumulate vouchers?
Yes, vouchers in the same currency can be cumulated to obtain a larger discount on a forthcoming journey though any vouchers earnt may have different expiry dates. Always make sure you use your oldest voucher first.

Can I buy Eurostar Plus points as I don't have sufficient to purchase an e-voucher?
No, Eurostar Plus points cannot be purchased with cash they can only be earned through travel on Eurostar when purchased on our web site.

If I have less than 300 points can I still claim money off the cost of my journey?
No, you need to reach the minimum level of 300 points to obtain an e-voucher.

Do I need to claim for my e-voucher?
No, your e-voucher will be sent automatically to your email address within 48 hours of reaching 300 active points on your account.

Can I change the currency of my e-voucher?
No, once the currency for the receipt of e-vouchers has been selected during the application process you will need to keep the same currency throughout. If you want to change your currency you will have to close your account and open a new one in the desired currency.

Can I get my voucher with pending points?
You will only get a voucher when you reach 300 active points.

What is the expiry date of a Eurostar Plus Points e-voucher?
E-vouchers are valid for 1 year after the date of emission.

I need help with the Eurostar Frequent Traveller online application form.

If you are experiencing problems submitting an online application please check the following areas:

  • Remove any punctuation from your details.
  • Ensure that any ticket details entered relate to journeys taken within the last three months and not before.
  • Ensure that you have a minimum of one ticket purchased at a qualifying fare for the purposes of joining Eurostar Frequent Traveller.


If you have checked these areas, and are still experiencing problems, then please Contact Us

Onboard Catering information (Food and Drink)

Standard Premier and Business Premier Catering

Travelling in Business Premier:
You will be served a complimentary sumptuous meal with a full aperitif and drinks service. The menu will vary depending on the time of the day. An Express Breakfast option is available on early morning trains.

Travelling in Standard Premier:
A light cold meal served at your seat consisting of a trio of savoury gourmet taster dishes which are stylishly presented. The menu will vary depending on the time of the day.

We also cater for a range of special dietary requirements
When booking Business Premier or Standard Premier you will have the option within the 'Manage a booking' section of our website to indicate whether you have any specific dietary requirements.

You will be able to choose from the following meal options:
Vegetarian, kosher, halal, vegan, diabetic, low fat, low salt, gluten free and a childrens meal.

For vegetarian meals and child meals we require 24 hours advance notice. For kosher, halal or vegan meals, we require 48 hours advance notice.

If you dont have a special meal request you will be able to choose from the usual menu.


What times do you serve meals in Business Premier/Standard Premier?
If you are travelling in Business Premier/Standard Premier the type of meal served will be as follows:-

Services departing London, Paris or Brussels via Lille
Before 09.30 - Breakfast
09.30 - 11.00 - Breakfast + (brunch)
11.00 - 14.00 - Lunch
14.00 - 16.30 (17.30 from the continent) - Afternoon meal
After 16.30 (17.30 from the continent) - Dinner


Standard Class Catering
Customers travelling Standard Class can visit one of the two buffet cars for a selection of hot and cold drinks and snacks and a selection of beers, wines and spirits. (Unfortunately we are not able to cater for special dietary requirements in the Buffet cars)

Please Note:
Although there is a buffet car on board, if you wish to take your own food or drink on-board the Eurostar you are allowed to do so.

How To Redeem Eurostar Frequent Traveller Points

How do I redeem my Eurostar Frequent Traveller points?
You can request rewards directly online by logging onto our dedicated Frequent Traveller section on the eurostar.com website.

In addition, you can claim rewards by contacting the service centre remembering to give at least 14 days advance notice or 3 days notice for Eurostar rewards if you are a Eurostar carte blanche member. 

Can I use a mixture of Eurostar Frequent Traveller points and money to pay for a ticket?
We are currently unable to accept Eurostar Frequent Traveller points and money in combination. You may only purchase tickets using one form of payment for each transaction. It is possible to purchase Eurostar Gift Vouchers at a rate of 450 points for £25 (available in the UK only). These can be used either as full or part payment towards future bookings.

Please note:
Points are not convertible into cash and its not possible to upgrade an existing booking using points.

Where can I get a printed Timetable from?

In line with our 'Tread Lightly' policy aimed at reducing our carbon footprint and that of our customers, we no longer produce printed timetables.

The latest version of our timetable can be found online here.

When I try to print my own ticket, I get an error message.

Error generating ticket message
When attempting to print your own ticket you get an error message advising that there is a problem generating your ticket and to try later.

If you encounter this problem, please go to the ticket desk in the station on departure from where we will be able to issue you with your tickets.

This problem normally occurs when a tip up style seat has been allocated due to the service being busy.

If available, you will be allocated your seat on check or will have a tip up style seat.

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