CORONAVIRUS INFORMATION

Read a message from Mike Cooper, Eurostar CEO, here.

 
We’re currently receiving thousands of calls and emails and we’re unable to provide our usual levels of service. Please rest assured that we are working hard to respond to all calls and emails as quickly as we can, and we appreciate your patience. If you have emailed us or submitted an e Voucher request and have received an automated email, your eVoucher will be sent to you directly in due course.

We’d strongly encourage you not to call our contact centre but to check this page for all the latest info.

We apologise for the inconvenience caused and appreciate your understanding at this difficult time.

 

Below, we’ve summarised all the relevant and most up-to-date information for you.

 

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.

Here are some of the changes we’ve made to the way we operate.

We recognise that many customers are changing their travel plans based on government advice, travel restrictions, or to protect their loved ones.

To provide you with flexibility and peace of mind we are able to offer you an eVoucher if you are due to commence your outbound Eurostar journey between Friday 13 March and Monday 1 June 2020.

We will offer you an eVoucher equivalent to the full value of your current Eurostar train or Eurostar package (train + hotel)  booking. You can use this eVoucher online to make a new booking by 30 September 2020, to travel to any Eurostar destination up to the end of March 2021 (subject to availability). 

You’ll receive separate vouchers for each passenger on your booking. For return journeys, you’ll receive separate vouchers per person for each part of the trip. So, if you booked a return trip for four people, eight eVouchers will be sent to the email address you gave us. These may arrive in your inbox at different times, so please don’t worry if you don’t get them all at once.

You can choose to use all the vouchers together as one payment or use them separately across different bookings as part payment. Please just remember to save all your voucher emails ready for when you rebook.

If you have a Eurostar package (train + hotel) booking, you will receive one eVoucher for the total value of your booking.

Please note that our timetables are released throughout the year, showing train times for sale approximately 6 months in advance before required departure dates. Just make sure you book your train online before the date shown on the voucher below. 

We will apply no change fees for this. If the value of your new booking is greater than the value of your eVoucher, we’ll ask you to pay the difference. 

To claim your eVoucher, please complete your details here.

Please be aware that we are experiencing an extremely high level of requests for eVouchers. Please rest assured that once you submit a request and receive an automated email confirmation receipt, you will receive your eVoucher in due course. We are working hard to improve and further automate the processing time.

If you have booked a train + hotel package with a Travel Agent or Tour Operator, please contact them directly to discuss your options.

If you’re a Club Eurostar member and paid for your ticket using points, the points will be recredited to your account or you can request an eVoucher.

 

We continue to operate some services but please be aware that we’ve significantly reduced our timetable in response to increased border controls agreed by the French government and lower demand for travel. 

The reduced timetable will allow those that are required to travel to do so, across a small number of services to reflect lower demand. 

Please note that our station opening times have now changed. Stations are open in line with the current departure and arrival times of our services. 

 We will publish regular updates on this page to confirm which trains are running every day. 

For those customers who still need to travel and your booked train is no longer running you will be able to exchange quickly and easily online here

Please find below the list of our running trains:

 

Please note that whilst operating a reduced timetable, we regret to advise that we will not be able to operate to and from Ashford International, Ebbsfleet International, Calais Fréthun and Lille Europe stations for a temporary period.

Customers with tickets for departure or arrival in Ashford International or Ebbsfleet International will be able to depart from St Pancras International with their ticket. We’d recommend arriving at least 60 minutes before your train leaves. Additionally, customers will be able to use their Eurostar tickets to transfer to and from St Pancras International via South Eastern rail services. 

We apologise for the inconvenience caused to those customers impacted by these changes.

Following the French Government’s decision to tighten border controls due to coronavirus, further travel restrictions have been introduced with immediate effect. These mean that passengers will only be allowed to cross the border into Europe if they are:

• EU citizens of mainland continental Europe returning home to their main residence
• UK & Non-EU citizens with a residency permit in an EU country
• Essential workers – please check with your consulate if you think you might fall into this category

 

If you do fall into one of these categories, you’ll need to complete this form to confirm your journey is necessary and bring it with you when you travel.

If you don’t have access to a printer, please hand-write the wording of the form on a blank piece of paper as you may be asked to show it.

Failure to do so may lead to a fine from the French authorities. Find out more here.

Please check carefully government advice before travelling as you may be turned away by French and Belgian authorities, either on departure or on arrival, if you don’t have good reason to travel.

Please note that at this time, UK and non-EU citizens can continue to travel back to the UK.

• 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

Restrictions on day-to-day movements in France

From 17 March, President Macron introduced special measures to minimise social contact and limit travel for 15 days. The authorities have put a system in place to restrict the movement of citizens except for essential reasons. Everyone must carry a completed form (an ‘attestation de déplacement’) with them when leaving their homes or accommodation. 

Whether you are arriving or departing, you must fill an ‘attestation de déplacement’ and carry it with you to confirm that your journey is necessary. You may be required to show this on your journey to or from the station along with your travel documents. The ‘attestation de déplacement’ can be downloaded here.

If you don’t have access to a printer, you can copy and hand-write it on a blank piece of paper. You must then sign it and add your home address. If returning to the UK, as a reason for your travel, please add at the bottom of the form: ‘Je dois rentrer chez moi au Royaume Uni’. The French and UK authorities have both assured us that you will not be prevented from travelling. 
 

 

We are taking extra steps to ensure high levels of cleanliness and hygiene for the health and wellbeing of our customers and colleagues. We have introduced additional cleaning and hygiene measures throughout Eurostar. 

We have increased our cleaning resources and processes to ensure that our trains have additional stocks of soap and toilet paper. Water tank levels are checked more frequently than usual, so that you can wash your hands more often. We are cleaning and disinfecting high-frequency touch areas such as tables, handles and grab bars more often. 

Should a person who has travelled on board one of our trains be suspected to have contracted coronavirus, these areas of the train concerned will undergo a specific cleaning process. We are using specialised products in accordance with the medical guidelines published by the authorities in each country.
 

In line with Governmental advice and legislation related to the COVID 19 outbreak in France and Belgium and the changing situation means that we are currently unable to offer our usual catering services. With immediate effect we will no longer be serving our regular at seat meal and drinks service to customers onboard in Business Premier and Standard Premier. Additionally, Café Métropole, our onboard bar buffet will be closed until further notice.

Governmental advice and legislation related to the COVID 19 outbreak in France and Belgium means that the availability of refreshments to buy in stations is extremely restricted. We’d recommend bringing your own refreshments with you for your journey.

The same legislation has meant we’ve had to close our Business Premier lounges in London, Paris and Brussels. This isn’t a decision we’ve taken lightly and we hope to reopen them as soon as possible. 

We apologise for the inconvenience caused and appreciate your understanding at this difficult time.

 

The French and Belgian governments have introduced exceptional measures to deal with the Coronavirus situation. 

As part of these measures, the health authorities have mandated how far people need to be apart to prevent further infections. As a result, railway companies and representatives of disability organisation have agreed to suspend assistance services in French and Belgian stations for the time being. This is an exceptional and temporary measure during an unprecedented and challenging period. We regret to have to inform that our partners in France and Belgium are no longer able to provide assistance service in French and Belgian stations as of now. As soon as these restrictions are lifted, these services will be reinstated.
 
If you already have made a reservation with us, our team will be in contact with you directly to discuss.

Assistance services on departure and arrival in London are not affected.