If you’re travelling with a disability or reduced mobility, free special assistance is there to help you get to and from the train. At many of our stations, you’ll be helped by our Eurostar Assist team; at some of our stations, you’ll be helped by the local team. Although some local teams provide a slightly different service, we work closely with them to make sure everything goes smoothly.
Where we can help
Special assistance is available at both ends of your journey, with our Eurostar Assist team or the local station team.
Stations with Eurostar Assist
- St Pancras International
- Ebbsfleet International
- Ashford International
- Paris Gare du Nord
- Brussels-Midi/Zuid
- Lille Europe
- Calais Fréthun
If you’re travelling between two of these stations, we’d recommend pre-booking but you don’t have to. You can turn up on the day and we’ll do our best to help.
Stations with local special assistance
- Disneyland® Paris (Marne-la-Vallée)
- Lyon Part-Dieu
- Avignon TGV
- Marseille Saint Charles
- Amsterdam Centraal
- Rotterdam Centraal
- The French Alps (Moûtiers, Aime-la-Plagne, Bourg-Saint-Maurice)
If you’re travelling to or from any of these stations, you must pre-book special assistance.
Connecting journeys
On the continent
If you’re travelling on to another destination in Europe, you need to pre-book special assistance. At your connecting station, we’ll take you to the handover point and, from there, you’ll be guided by the local special assistance team.
In the UK
For onward journeys from St Pancras International, Ashford International or Ebbsfleet International, you need to organise special assistance directly with National Rail at nationalrail.co.uk/disabled_passengers
How we can help
As special assistance is provided by local teams as well as our Eurostar Assist teams, it varies slightly from station to station. Rest assured, we work closely with these teams to make sure your journey goes smoothly.
Eurostar Assist
As well as taking you to and from the train, our Eurostar Assist team can help with your bags. Just make sure they weigh no more than 15kg.
Stations
Eurostar Assist is available at:
- St Pancras International
- Ebbsfleet International
- Ashford International
- Paris Gare du Nord
- Brussels-Midi/Zuid
- Lille Europe
- Calais Fréthun
Your journey
You need to arrive at the Eurostar Assist meeting point 75 minutes before your train departs. The Eurostar Assist meeting point is always by the Eurostar ticket gates.
From there, we’ll take you through security and passport control to the departure lounge, where you can take a seat in our priority seating area.
When your train’s ready for boarding, we’ll take you to your coach. When your train arrives at your destination, we’ll meet you at the coach doors and guide you all the way through to Arrivals.
Local special assistance
The local special assistance service you get depends on which country you’re travelling from.
France and Belgium
The local team will take you to and from the train and help with one bag (up to 15kg). You can also request a wheelchair if you need one. Unfortunately, they don’t offer special assistance for single parents travelling with children.
- Disneyland® Paris (Marne-la-Vallée)
- Lyon Part-Dieu
- Avignon TGV
- Marseille Saint Charles
- The French Alps (Moûtiers, Aime-la-Plagne, Bourg-Saint-Maurice)
The Netherlands
The local team will take you to and from the train, but they won’t help with your bags.
- Amsterdam Centraal
- Rotterdam Centraal
Local special assistance meeting points
Each station is a little different. So, when you get there, follow the signs to find the meeting point or ask the station team to show you where it is.
Connecting journeys
On the continent
If you’re travelling on to another destination on the Continent, we’ll take you to the handover point where the local special assistance team will meet you.
In the UK
For onward journeys in the UK, you need to organise special assistance yourself at nationalrail.co.uk/disabled_passengers.
Who we can help
Our Eurostar Assist teams and the local special assistance teams can help all kinds of travellers.
Whether you’ve booked a wheelchair space or you’re going to fold and store your wheelchair while you travel, you can get special assistance.
Eurostar wheelchair spaces
If you’re unable to walk 200m without help, you’ll need to travel in your wheelchair in one of the two spaces on board. Both spaces are close to accessible toilets and there’ll be a ramp for you to get on to the train
Eurostar seats for wheelchair users
If you can walk 200m and get on and off the train without help, you can travel in a seat and store your foldable wheelchair on the luggage racks. We can’t guarantee that there’ll be a ramp to and from the train but you’re welcome to use it if we’ve got one in place.
Travellers who use a mobility scooter
If you want to travel with your mobility scooter, you have to book a wheelchair space. If you want help getting to and from the train, you can book special assistance.
Mobility scooters
- You can only travel with a battery-powered scooter – scooters that use combustible fuel aren’t allowed on board
- Your scooter must fit in a wheelchair space – 70cm x 100cm
If your scooter doesn’t meet these criteria or you don’t need to travel with it, it’s free to send it to your destination with EuroDespatch.
Travellers with reduced mobility
You’ll be helped to the train and Arrivals, but you’ll need to be able to board and leave the train by yourself.
Deaf or hearing-impaired travellers
Book special assistance and you’ll be guided through the station to the train, then from the train to Arrivals.
Travellers with a mental health condition or a learning disability
If you have a mental health condition or learning disability, we can help you through the station at both ends of your journey.
Blind or visually impaired travellers
Organise special assistance and we’ll be waiting to guide you through the station to the train and from the train to Arrivals.
Travellers with autism
Let us know if you or someone you’re travelling with has autism and we’ll guide you through the station to the train and to Arrivals at your destination. If you’d prefer to travel when there are fewer people in our stations and on board, we recommend travelling at one of these times:
- Monday-Thursday after 2pm
- Sunday before 2pm
It’s also particularly busy on bank holidays, during school holidays and special events. We recommend travelling outside of these dates.
Travellers who use an assistance dog
You can travel with an assistance dog on trains between the UK and certain stations on the Continent.
|
Stations in the UK |
Stations on the Continent |
|
St Pancras International Ebbsfleet International Ashford International |
Paris Gare du Nord |
|
Brussels-Midi/Zuid |
|
|
Lille Europe |
|
|
Calais Fréthun |
You need to book special assistance and a space for your dog. On the day, we’ll ask to see your dog’s passport and certification. If you don’t know which documents your dog needs to travel, we can help when you book.
If you want to know more about travelling with your dog, the Department for Environment, Food and Rural Affairs (DEFRA) can help. Go to gov.uk/take-pet-abroad, call them on +44 (0)370 241 1710 or email them at pettravel@ahvla.gsi.gov.uk.
Pregnant or solo travellers with babies or young children
If you need a hand getting to the train and from the train to Arrivals, you can book special assistance for your journey.
Unfortunately, local teams in France and Belgium don’t provide special assistance for single parents travelling with children. So, if you’re travelling to or from a French or Belgian station where Eurostar Assist isn’t available, you’ll have to manage by yourself.
Find out more about family travel
Elderly travellers
Our Eurostar Assist team can help you through the station and to your coach, then through to Arrivals at your destination.
Parking and station facilities
Our stations have facilities that were designed with you in mind.
| Stations | Operated by | Total number of spaces | Disabled bays | Accessible set-down and pick-up point |
|---|---|---|---|---|
| London St Pancras International | CP Plus | 315 | 13 | Pancras Road |
| Ebbsfleet International | CP Plus | 2536 | 74 | Next to the west entrance/exit |
| Ashford International | CP Plus | 1850 | 40 | Eurostar entrance |
| Paris Gare du Nord |
Vinci Park |
1220 | 24 | Rue de Dunkerque |
| Lille Europe |
Vinci Park |
711 | 12 | Bd de Turin, opposite |
| Calais Fréthun |
Free public car park next to the station |
Unknown | 8 | Station entrance |
|
Disneyland (Marne-la-Vallée) |
Vinci Park |
1370 | 28 | Place des Passagers du Vent, at the front of the station |
| Brussels-Midi/Zuid | Q-Park | 1650 | 30 | Place Horta |
| Types | London St Pancras | Ebsfleet International | Ashford International |
Paris Gare du Nord |
Brussels Gare de midi | Lille Europe | Calais Fréthun | Disneyland (Marne-la-Vallée) |
|---|---|---|---|---|---|---|---|---|
|
Welcome point |
Eurostar Assist desk at Eurostar check-in |
Eurostar check-in | Eurostar check in | Eurostar check-in | Eurostar check-in | Eurostar check-in | Ticket office or Eurostar check in | SNCF information desk or Eurostar check-in |
| Staff availability |
Full time |
Full time |
Full time | Full time | Full time | Full time | Full time | Full time |
| Step-free from concourse to platform | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes |
| Seating in departure lounge | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes |
| Accessible toilets | Yes (radar key not needed) |
Yes (radar key not needed) |
Yes (radar key not needed) |
Yes (radar key not needed) |
Yes (radar key not needed) |
Yes (radar key not needed) |
Yes (radar key not needed) |
Yes (radar key not needed) |
| Ticket facilities | Ticket counter and e-ticket machines | Ticket counter and e-ticket machines | Ticket counter and e-ticket machines | Ticket counter and e-ticket machines | Ticket counter and e-ticket machines | Ticket counter | Ticket counter | Ticket counter |
| Customer announcements | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes |
| Places to buy food before check-in | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes |
| Wheelchair available | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes |
| Ramp for train access | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes |
| Induction loops | Yes | Yes | Yes | No* | No* | No* | No* | No* |
| Accessible set-down and pick-up point | Pancras Road | Next to the west entrance/exit | Eurostar entrance | Rue de Dunkerque/Rue de Maubeuge | Place Horta | Bd de Turin, opposite the Suite Hotel | Station entrance | Place des passagers du Vent, at the front of the station |
| Automatic doors | Yes (all doors) | Yes (all doors) | Yes (all doors) | Yes, but not all doors | Yes (all doors) | Yes (all doors) | Yes (all doors) | Yes (all doors) |
*Eurostar ticket counters are unglazed to aid communication, so induction loops are not installed.
Luggage
Stations with Eurostar Assist
If you need help with your bags at a station with Eurostar Assist, make sure they weigh no more than 15kg each. This is because our Eurostar Assist teams can’t help with bags that weigh more than 15kg.
Eurostar luggage allowance
- Adult ticket-holders: two bags (up to 85cm long) and one piece of hand luggage
- Child ticket-holders: one bag (up to 85cm long) and one piece of hand luggage
Travelling with heavy bags? EuroDespatch can deliver them to your destination – just make sure you book at least 48 hours before you travel by calling +44(0) 3448 225822 or emailing eurodespatch@eurostar.com.
Stations with local special assistance
If you’re travelling from or to a station without Eurostar Assist, luggage assistance is decided by the local team. In France and Belgium, they’ll help with one bag (up to 15kg). In the Netherlands, they won’t help with any of your bags.
Ramps
If you're travelling in one of our wheelchair spaces - in coaches 3,9,10 or 14 - there'll be a ramp for you to get on and off the train. If you use a wheelchair but you're not travelling in a space, we can't guarantee that there'll be a ramp. However, if there's one in place, you can use it to get on board and then walk through the train to your seat.
Medical needs
If you have special medical needs, talk to your doctor before travelling. Although we’ll do our best to get everyone on board, Eurostar might not be the best way for you to travel.
Travelling with a companion
We have special ticket options for your companion or carer. Call us on +44(0) 3432 186 186 (option four) and we can go over these with you and organise special assistance, if you need it.
On board
Our train managers make regular announcements to share important information during your journey. The same information will be displayed on digital screens in your coach.
If you have any questions, you can speak to the train manager at Café Métropole, our bar buffet, or ask our onboard team. They’re always on hand, but they can’t help with medicines, mealtimes or toilet trips.
To find out more about onboard safety, pick up a safety leaflet at the end of your coach.
Special assistance guide
For more information about special assistance and Eurostar Assist, download our special assistance guide. The guide is also available in large print, audio and braille – you can get a copy in any of these formats by:
- Calling our team on +44(0) 3432 186 186 (select option four)
- Contacting us via Live Chat on eurostar.com
- Requesting one via any of our social media channels
- Visiting one of our ticket offices
To find out more about accessibility at Eurostar, download our Making Rail Accessible policy.
Booking special assistance
Organising special assistance for an upcoming trip is simple.
Book before you travel
We recommend pre-booking special assistance no matter where you’re travelling from or to. However, if you’re travelling between any of the stations below or have a connecting journey, you must book before you travel.
Stations where you must pre-book
- Disneyland® Paris (Marne-la-Vallée)
- Lyon Part-Dieu
- Avignon TGV
- Marseille Saint Charles
- Amsterdam Centraal
- Rotterdam Centraal
- The French Alps (Moûtiers, Aime-la-Plagne, Bourg-Saint-Maurice)
How to book special assistance
- Book your tickets
- At least 48 hours before departure, call us on +44(0) 3432 186 186 and choose option four
- Tell us about your needs and ask us any questions
- We’ll confirm your special assistance booking
If you need to catch a connecting train in the UK, you’ll need to book special assistance at nationalrail.co.uk/disabled_passengers.
On the day
At stations with Eurostar Assist you can turn up on the day without booking. You’ll need to arrive at the meeting point 75 minutes before your train departs and we’ll help you from there. Keep in mind, there might be a short wait and we may have to exchange your ticket.
If you’re travelling to a station without Eurostar Assist, we won’t be able to organise special assistance on the day. So, you should book special assistance before you travel.
Stations where you can turn up on the day
- St Pancras International
- Ebbsfleet International
- Ashford International
- Paris Gare du Nord
- Brussels-Midi/Zuid
- Lille Europe
- Calais Fréthun
Contact us
You can get in touch with our Eurostar Assist team every day between 9:00 and 17:00 by:
- Calling +44(0) 3432 186 186 (choose option four)
- Emailing contactus@eurostar.com (with Special Assistance in the subject line)
If you need to reach us outside of these hours, you can speak to our Customer Care team by:
- Calling: 03432 186 186
- Speaking to them via Live Chat on eurostar.com
They’ll take your details and pass them on to the Eurostar Assist team, who’ll get in touch.