If you’ve emailed us or submitted an eVoucher request and received an automated reply, please rest assured we will get back to you and your eVoucher will be sent to you soon. Our teams are working tirelessly and doing their best to respond to thousands of calls and emails as quickly as possible. Don't worry if your travel dates have already passed, we'll still be able to issue your eVoucher as normal.
Thank you for your patience and understanding, and for showing our colleagues the respect they deserve at a difficult time for everyone.
Check this page for all the latest info
Our main priority is the health and wellbeing of our customers and colleagues. We’re closely following advice from governments and health authorities in our destination countries, regarding Coronavirus (COVID-19). We are listening closely to the feedback of our customers and colleagues and we realise this is an unsettling time and an unprecedented situation that develops fast.
Below, we’ve summarised all the relevant and most up-to-date information for you.
Please wear a face mask when travelling with us
All passengers must wear a face mask at our stations and on board in line with guidelines announced by the UK, French, Belgian and Dutch governments. Please ensure you have a mask with you when you travel. Any type of mask is suitable as long as it effectively covers your nose and mouth.
If you don’t have a mask you may be refused travel on our services. We’d like to advise you that fines may be imposed by the authorities if you’re not wearing a mask. Please note that children under the age of 11 are not required to wear a mask in the France and UK. In Belgium and the Netherlands, children under the age of 12 years do not have to wear a mask.
Stay hydrated this summer
Summer is here and as our business lounges and our onboard catering services are currently closed, we encourage you to bring plenty of fluids when travelling with us. You can carry bottled drinks, or cans, through check-in, if they’re sealed. The 100ml restrictions don’t apply.
New seating arrangements on board
We’ve made some changes to our seating plan to make sure everybody has plenty of space on board. To ensure every other seat is left empty, some passengers may find their coach and seat number has changed. If your seat has been changed, you’ll get a yellow slip of paper as you go through the ticket gates at the station. Please take this slip with you and make sure you sit in your new seat to give everybody plenty of space.
The UK government has started to ease restrictions relating to coronavirus (COVID-19) when travelling to the UK. From 10 July, customers returning to or visiting the UK from France, Belgium and the Netherlands will no longer need to self-isolate on arrival.
• However, when travelling to the UK, all passengers aged 18 years and over are still legally required to complete a Public Health Passenger Locator Form.
• You will need to show your completed form to the UK authorities. Checks might happen on departure or arrival on your way to the UK.
• Some people are exempt from completing this form. You will find the list of exemptions here.
• If you’ve booked on behalf of other people, you’re also responsible for ensuring all members of your party have completed the form.
• You may receive a £100 fine from UK authorities if you fail to complete the form.
The latest information and guidance on these measures can be found at: https://www.gov.uk/uk-border-control
All customers are asked to follow and monitor public health advice on hand hygiene, face coverings, and social distancing. Find out more here.
FCO travel advice should always be consulted before booking any travel.
If you’re unable to travel we’d like to offer you an eVoucher so you can re-book your trip for a later date.
Due to restrictions put in place by the governments in the UK, France and Belgium, there are some changes to our assistance services:
The health of our customers and colleagues is always our top priority. So, we’ve adapted some of our services to help keep you safe.
Catering at our stations and on board
New hygiene measures mean we’re unable to serve food and drink on board or at our stations. Our Business Premier lounges are also temporarily closed. We’d recommend bringing your own refreshments. Please note: it’s okay to bring liquids through security at all our stations.
Wi-fi on board
Wi-fi is available in our Business Premier and Standard Premier carriages.
Fast track ticket lanes for Business Premier and Carte Blanche
Fast track ticket lanes for Business Premier and Carte Blanche customers may not be available at all our stations.
We’re sorry that we’re not able to provide our usual levels of service at this time.
Please note that our usual luggage allowance continues to apply as follows:
Due to current travel restrictions, we're unable to provide our usual EuroDespatch luggage service and our bike on board service.
You can still bring a folding bike or children's bike on board as long as it is no longer than 85cm in length and it's carried in a protective bag which covers the whole bike. This is to protect your bike, other people and their luggage at the station, when going through security, and on board.
If you need to arrange luggage delivery, First Luggage is still operating, but their same day delivery service isn't available. You can call them on +44 (0)1895 450 187.
We regret that we're unable to accept luggage in excess of the allowances listed above and you may be refused travel if you bring additional items with you.