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Accessible travel

Eurostar travel assistance

If you’re travelling with a disability, non-visible disability or you’re elderly, we’re here to help. In all our stations, we offer free assistance to get you to and from your train. But please pre-book at least 24 hours before departure.

Booking assistance

It’s easy to organise free assistance when you’re travelling on our routes between Belgium, France, the Netherlands, and Germany.

Book before you travel

If you need assistance, you’ll need to pre-book at least 24 hours before departure, no matter where you’re travelling from or to. You can request assistance as soon as you’ve made a booking.

If you need assistance at the station and/or during boarding, please call our contact centre on:

  • Belgium: (+32) 2 400 6776
  • France: (+33) 1 70 70 60 88
  • UK: (+44) (0)3432 186 186
  • Germany: (+49) (0) 30 700 70000
  • The Netherlands: (+31) 20 5323232

Wheelchair users

Your wheelchair must fit in a wheelchair space that is:

  • No more than 700mm (70cm) wide
  • No more than 1200mm (120cm) long (including the footplate)
  • A maximum weight of 200kg for a manual wheelchair (this includes the weight of the customer and pieces of luggage)

Electric wheelchairs or mobility scooters

If you want to travel with your electric wheelchair or mobility scooter, you have to book a wheelchair space. If you want help getting to and from the train, you must pre-book assistance at least 24 hours before your journey.

You can only travel with an electric wheelchair or mobility scooter as long as they:

  • Be no more than 700mm (70cm) wide
  • Be no more than 1200mm (120cm) long (including the footplate)
  • Weigh a maximum of 300kg (including the weight of the customer and pieces of luggage)
  • Have an anti-tip device
  • Combustion engine-powered wheelchairs are not allowed on board.
  • Not be charged on board or in our stations

Booking assistance

It’s easy to organise free assistance for a trip to or from London.

How to book assistance

  • Book your tickets
  • Email us using this contact form at least 24 hours before you’re due to travel and select the accessible travel button. If we need more information, we’ll call or email you directly.
  • Or, you can call us on the following numbers (select your language, then option 6):
    The UK, the Netherlands and Germany: +44 (0)3432 186 186
    France: +33 (0)1 70 70 60 99
    Belgium: +32 (0)2 400 67 76
  • Tell us about your needs and ask us any questions
  • We’ll confirm your assistance booking

If you need to catch a connecting train in the UK, you’ll need to book assistance with National Rail.

Turn-up-and-go assistance

When departing the UK, if you’ve been unable to pre-book your assistance, you can ask for assistance at the station on the day of your journey.

Please arrive at least 60 minutes before your departure, and we'll aim to meet your assistance request in time for your train. However, please note we cannot guarantee you’ll travel on your initial departing train. We may need to move you to a later departing train, free of charge.

On the day

Whether you’ve pre-booked assistance or not, you’ll need to arrive at the designated meeting point at least 60 minutes before your train departs, and we’ll help you from there. Keep in mind, there might be a short wait and, if you haven’t pre-booked, we may need to exchange your ticket free of charge for a later departing train.

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 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.

Where and how we can help

Eurostar Assist

Assistance is available at both ends of your journey. Our own Eurostar Assist team is based in London and we use external assistance providers in all our other stations. This means that assistance may vary slightly from station to station. Don’t worry though, we work closely with these teams to make sure your journey goes smoothly.

If you’re travelling to or from London St Pancras International, you are advised to pre-book assistance at least 24 hours before your booked train departure. If it's not possible for you to pre-book, you can turn up on the day at least 60 minutes before departure. If you do not pre-book assistance, we'll aim to meet your assistance request in time for your train. However, please note, we cannot guarantee you’ll travel on your initial departing train. We may need to move you to a later departing train free of charge.

As well as taking you to and from the train, our Eurostar Assist team in London can help with up to two bags, at a maximum weight 15kg per bag. If your bags weigh more than 15kg, we’ll be unable to help.

Your journey

Please arrive at the Eurostar Assistance Booth 5 meeting point at least 60 minutes before your train departs. The Eurostar Assistance meeting point is located on the left as you enter the main customer concourse area from inside the main hall of London St Pancras International.

From there, we’ll take you through security and passport controls 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 and designated seat. When your train arrives at your destination, the assistance team will either meet you at your seat or outside your coach and guide you all the way through to arrivals.

External assistance providers are available at the following stations:

  • Paris Gare du Nord
  • Brussels-Midi/Zuid
  • Liège-Guillemins
  • Aachen Hbf
  • Köln Hbf/Cologne
  • Essen Hbf
  • Düsseldorf Hbf
  • Dortmund Hbf
  • Duisburg Hbf
  • Lille Europe
  • Amsterdam Centraal
  • Amsterdam Schiphol Airport
  • Antwerpen-Centraal
  • Rotterdam Centraal

Our seasonal stations include the French Alps (Moûtiers-Salins-Brides-les-Bains, Aime-la-Plagne, Bourg-Saint-Maurice), as well as Marseille Saint-Charles, Avignon TGV, Aix-en-Provence TGV and more.

If you're travelling to or from London, you’re advised to pre-book assistance at least 24 hours before departure. If you do not pre-book, we’ll still aim to meet your assistance request. However, we cannot guarantee that assistance will be for the initially booked train. We may need to move you to a later departing train, free of charge.

If you need assistance at the station and/or during boarding, please contact our call centre on the following numbers:

  • The UK, the Netherlands and Germany: +44 (0)3432 186 186
  • France: +33(0) 1 70 70 60 99
  • Belgium: +32(0) 2 400 67 76

The local assistance service you get depends on which country you’re travelling from.

France and Belgium

The external assistance provider will take you to and from the train and help with two bags at a maximum weight of 15kg per bag. If your bags weigh more than 15kg, we’ll be unable to help.

You can also request a station wheelchair if you need one to get you to or from your designated seat. Please note, in Lille, they don’t offer assistance for single parents travelling with children.

The Netherlands

The external assistance provider can only help customers who require wheelchair assistance or who are blind or visually impaired. They’ll take you to and from the train. Please note, they won’t be able to help you with your bags.

Local 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.

If you’re travelling to another destination in Europe, you need to pre-book assistance at least 24 hours before departure. At your connecting station, we’ll take you to the handover point and, from there, you’ll be guided by the local assistance team.


For onward journeys from London St Pancras International, you need to organise assistance directly with National Rail.

London St Pancras International

If you need help with your bags at a station, our own Eurostar Assist team can help. We accept up to two bags that weigh no more than 15kg per bag. If your bags weigh more than 15kg, we won’t be able to help.

Stations with an external assistance provider

Our external service assistance teams can help with up to two bags that weigh no more than 15kg per bag, in all stations excluding those in the Netherlands.

More about Eurostar luggage

Who we can help

Travellers requiring assistance

Our Eurostar Assist team in London and external assistance teams in all other stations can help travellers requiring assistance. This includes:

Whether you’ve booked a wheelchair space or you’re going to fold and store your wheelchair while you travel, you can get assistance.

Eurostar wheelchair spaces

If you’re unable to walk 200m without help, you’ll need to travel in one of the four spaces on board. All these spaces are close to accessible toilets and there’ll be a ramp for you to get on and off the train.

Your wheelchair must fit in a wheelchair space that is:

  • No more than 700mm (70cm) wide
  • No more than 1200mm (120cm) long (including the footplate)
  • A maximum weight of 300kg (this includes the weight of the customer)

Eurostar spaces 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 or other mobility aid on the luggage racks. We can’t guarantee that there’ll be a ramp to and from the train but if you require one, please pre-book assistance at least 24 hours before you are meant to travel.

Ramps

Travelling with your own wheelchair

If you're travelling in one of our wheelchair spaces and would like us to assist you with any other needs, we recommend you pre-book assistance at least 24 hours before you travel. If you’re unable to pre-book assistance, we’ll do our best to provide assistance on the day of travel, but we can’t guarantee you’ll leave on your initial departing train. We may have to move you to a later train free of charge.

Station wheelchair and ramp assistance

If you require a station wheelchair and a ramp, please pre-book your assistance request at least 24 hours before you travel. If you don’t pre-book and ask for wheelchair and ramp assistance on the day, we can’t guarantee that we’ll be able to help you travel on your initial departing train. We may have to move you to a later train free of charge.

Please arrive at least 60 minutes before your train is due to depart.

Find out more information

Travellers who use an electric wheelchair or mobility scooter

If you want to travel with your electric wheelchair or mobility scooter, you have to book a wheelchair space. If you want help getting to and from the train, you must pre-book assistance at least 24 hours before your journey.

Electric wheelchairs or mobility scooters

You can only travel with a battery-powered wheelchair or mobility scooter as long as they:

  • Are no more than 70cm (700)mm wide
  • Are no more than 120cm (1200mm) long
  • Are a maximum weight of 300kg (this includes the weight of the customer)
  • Have an anti-tip device

We also have a few restrictions when it comes to powered scooters.

Some powered scooters are only meant for road use and cannot be used on our trains, so we ask customers to carefully check the dimensions to ensure their mobility scooter will fit on board. If a mobility scooter exceeds the above dimensions, we will not be able to accept it on board.

For safety reasons and to comply with Channel Tunnel requirements, scooters that use combustible fuel are not permitted on our trains. Only battery-operated mobility scooters are permitted to travel on board.

Mobility scooters and combustion engine-powered wheelchairs are not allowed on board.

Ramps

Travelling with your own wheelchair or electric scooter

If you're travelling in one of our wheelchair spaces and would like us to assist you with any other needs, we recommend you pre-book assistance at least 24 hours before you travel. If you’re unable to pre-book assistance, we’ll do our best to provide assistance on the day of travel, but we can’t guarantee you’ll leave on your initial departing train. We may have to move you to a later train free of charge.

Station wheelchair and ramp assistance

If you require a station wheelchair and a ramp, please pre-book your assistance request at least 24 hours before you travel. If you don’t pre-book and ask for wheelchair and ramp assistance on the day, we can’t guarantee that we’ll be able to help you travel on your initial departing train. We may have to move you to a later train free of charge.

Please arrive at least 60 minutes before your train is due to depart.

Find out more information

Travelling with a guide dog, assistance dog, or assistance cat? We accept up to four on board each of our trains. But they’re subject to approval through our contact centre and in our stations prior to travel.

Remember to call us at least 24 hours before your train departs. Your guide dog, assistance dog, or assistant cat must have a valid ticket for their journey.

Find out more information

We have special ticket options for your companion or carer. For journeys between Belgium, France, Germany and the Netherlands, see our ticket options. For journeys to or from London, call us or use our contact form.

For all journeys, email us using this contact form to learn more and organise assistance if you need it. Please select the accessible travel button to ensure your query gets to the right person.

If we need more information, we’ll call you directly.

Otherwise, call us on the following numbers (select your language, then option 4):

  • The UK, the Netherlands and Germany: +44 (0)3432 186 186
  • France: +33(0) 1 70 70 60 99
  • Belgium: +32(0) 2 400 67 76

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 to Thursday after 14:00
  • Sunday before 14:00

It’s also particularly busy on bank holidays, during school holidays and special events. We recommend travelling outside of these dates.

If you would like any more information, please call us on the following numbers (select your language, then option 4):

  • The UK, the Netherlands and Germany: +44 (0)3432 186 186
  • France: +33(0) 1 70 70 60 99
  • Belgium: +32(0) 2 400 67 76

If you have specific medical needs, talk to your doctor before travelling. Although we’ll do our best to get everyone on board, we might not be the best way for you to travel. Feel free to call us at least 24 hours before you plan to travel and ask any questions. We’re happy to help.

We can offer help to a wide range of passengers, including:

  • Wheelchair users
  • Pregnant women
  • Older people
  • Passengers with visual or auditory impairment
  • Hearing impaired
  • Passengers with communication impairment
  • Passengers with learning disabilities
  • Passengers with sensory, psychological or intellectual impairment
  • Passengers whose mobility is impaired by temporary or long-term conditions

Please note that some of our external assistance providers in France can only offer assistance to pregnant women and are unable to support adults travelling alone with children.

If you have any other requirements or questions on how we can help, please email us using this contact form, or call us on the following number (select your language, then option 4):

  • The UK, the Netherlands and Germany: +44 (0)3432 186 186
  • France: +33(0) 1 70 70 60 99
  • Belgium: +32(0) 2 400 67 76

More information

Assistance guides

For more information about Eurostar assistance, please download our guide: Making rail accessible: Helping older and disabled passengers (PDF) and our Making rail accessible: Helping older and disabled passengers (audio version) is also available.

For more information about our onboard accessibility features, including priority seats, download our rolling stock guide (PDF) and our rolling stock guide (audio version) is also available.

The guides are also available in large print and braille – you can get a copy in any of these formats by:

  • Emailing us using this contact form and selecting the accessible travel button. If we need more information, we will call you directly.
  • Requesting a copy through any of our social media channels
  • Visiting our ticket offices
  • Calling us on the following number (select your language, then option 6):
    The UK, the Netherlands and Germany: +44 (0)3432 186 186
    France: +33(0) 1 70 70 60 99
    Belgium: +32(0) 2 400 67 76

To find out more about accessibility at Eurostar, download our Accessible Travel Policy (PDF) and our Accessible Travel Policy (audio version) is also available. This document is applicable only for travel from or to London. The creation of an Accessible Travel Policy document for travel on our other routes is in progress.

Contact us

Our team is available during the following UK hours:

  • Monday to Friday – 09:00 - 19:00 (CET time)
  • Saturday and Sunday – 09:00 - 16:00 (CET time)
  • UK Bank Holidays – 09:00 - 16:15 (CET time)

Email us using this contact form and click the accessible travel button. If you have an urgent assistance request outside of office hours, please select accessible travel, then urgent assistance. If we need more information, we will call you directly.

Our contact centre is exceptionally busy, so selecting the correct category will ensure that your request is prioritised and goes to the right person.

Or, write to:

Eurostar Assist team
2nd Floor Kent House
81 Station Road
Ashford Kent
TN23 1AP
UK

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