- Travel info
- Travel planning
- Accessibility
- How and where we can help
How and where we can help
From the moment you book, we want to make sure we’re meeting all your needs.
How we can help in our stations
Depending on where you are travelling to and from, we have different ways to help in our stations.
How Eurostar Assist can help
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.
Priority seats and spaces
We offer seats and spaces for disabled and older passengers, or those travelling with mobility aids, guide and assistance dogs and assistance cats, companions, and a wide range of other priority passengers. Our trains have priority seats that include a little more legroom.
Help around the station
Whether you’re getting a taxi or going to the platform, our Eurostar Assist team and assistance partners can help you on your way.
Help with luggage
We offer free help with your luggage. We can only assist you with up to two items of luggage, and they should not exceed 85cm in length and they should not weigh more than 15kg per item.
Thanks to a twelve-month trial, starting on April 1st, 2025, at Amsterdam and Rotterdam Centraal, you can now book assistance for your luggage by phoning the contact centre or filling in our contact form on eurostar.com if you're travelling to or from London. If you're travelling anywhere else, please contact the provider for your departing station.
Boarding the train
Our Eurostar Assist team are happy to help you get on and off your train. At all of our stations, we have ramps available to make it easier for customers that need to board, including those with impaired mobility. Ramps are operated by our station staff.
Where we can help
Accessible travel assistance is available at both ends of your journey, with our Eurostar Assist team or the local station team, we strongly recommend pre-booking accessible travel assistance no matter where you’re travelling to or from.
If you need more info on where to find the assistance meeting point or our recommended arrival times for each station, head to our dedicated help page.
For both pre-booked and turn-up-and-go assistance, our helpful Eurostar Assist team can be found at assistance booth 5 by the Eurostar ticket gates.
At Paris Gare du Nord, assistance requests are managed by N'Assit.
Pre-booked assistance
If you’ve pre-booked assistance at least 24 hours before departure, go to the main station assistance waiting area. It’s located opposite platforms 6 and 7 between Monop’daily and Starbucks. A member of the N'Assit assistance team will help you from there.
Turn-up-and-go assistance
If you haven’t pre-booked assistance at least 24 hours before departure, you’ll need to go to the Eurostar mezzanine and chat to a member of Eurostar staff. To access it, go to the main entrance of Paris Gare du Nord (near the red Angel Bear sculpture). Use the station lifts located opposite platforms 9 and 10. Or use the escalator that’s opposite platforms 17 and 18.
For both pre-booked assistance requested at least 24 hours before departure and turn-up and-go assistance, please go to the Eurostar ticket gates. They’ll let the relevant assistance team members know so they can help you.
At Amsterdam Centraal, assistance requests are managed first by NS staff and then by our team.
For pre-booked assistance requested at least 24 hours before departure, please go to the OV Information Service Desk. You’ll find it near the front entrance of the main central hall.
The NS assistance provider will accompany you to the main entrance of the Eurostar terminal. A member of our team will then help you from there.
For turn-up-and-go assistance, you’ll have to make your own way to our Eurostar terminal. When you’re there, chat to a member of our team who will be able to help you.
At Rotterdam Centraal, assistance requests are managed first by NS staff and then by our team.
For pre-booked assistance requested at least 24 hours before departure, please go to the VVV Information Service Desk. You’ll find it near the front entrance of the main central hall. The NS assistance provider will accompany you to the main entrance of the Eurostar terminal. A member of our team will then help you from there.
For turn-up-and-go assistance, you’ll have to make your own way to our Eurostar terminal. When you’re there, chat to a member of our team who will be able to help you
At Lille Europe, assistance requests are managed by N-Assist.
Pre-booked assistance
For pre-booked assistance requested at least 24 hours before departure, please go to the main assistance meeting point at 'Espace Services' (Hall 1).
Turn-up-and-go assistance
For turn-up-and-go assistance, please go to the Eurostar ticket office and speak to a member of staff. They will contact the N-Assist team who will help you from there.
Find out everything you need to know about booking accessible travel on journeys with a connecting train.
Priority seats and spaces
We offer an international-only passenger service, and all seats must be pre-booked. Seats should be booked at eurostar.com or via our contact centre.
If you’re a wheelchair user, you must make a booking for a dedicated space on the train and request assistance at least 24 hours before your journey. This is to ensure we have the correct arrangements in place for you.This space can be booked online or by calling our contact centres, and assistance booked via our assistance provider partners.
Help around the station
Because our assistance service is provided by different partners in each country, the service you may receive/be able to book may differ from one provider to another.
In most cases, on departure, our assistance service provider partners will be able to:
- meet you
- provide luggage assistance*
- accompany you to the train,
- deploy a ramp when needed
- accompany you to your seat on the train.
Help with luggage
Help with your luggage is provided as part of our assistance services and should be requested when you make your booking. You can bring one item of luggage no bigger than 85cm in length and weighing no more than 15kg.
Assistance with extra luggage can be organised at a charge in Paris Gare du Nord and at Brussels-Midi/Zuid.
Help with luggage is given to the person who requires assistance, and our teams are unable to help with additional bags of any other customers travelling with you. If your companion also needs assistance or has reduced mobility, please let us know when you’re booking assistance. This will help our teams make sure that the appropriate staff are made available to support you.
Boarding the train
Ramps are available at all our stations and are designed to allow step-free access on and off our trains. Ramps must be booked as part of an assistance request if needed. They’re deployed to coaches with dedicated wheelchair spaces by the assistance team.
Please note that Duisburg and Aachen stations have ramp limitations restricting the maximum permitted wheelchair weight (including the person using it) to 250kg.
Where we can help
Accessible travel assistance is available at both ends of your journey, with our Eurostar Assist team or the local station team, we strongly recommend pre-booking accessible travel assistance no matter where you’re travelling to or from.
If you need more info on where to find the assistance meeting point or our recommended arrival times for each station, head to our dedicated help page.
- Paris Gare du Nord
- Paris Charles de Gaulle Airport
- Lille Europe
- Marne La Vallée – Chessy (for Disneyland® Paris)
Assistance is also available in the stations served by our seasonal routes. Please see our website for more details.
Travelling from Paris Gare du Nord
For travel on all routes, go to the assistance office on the ground floor of the station opposite platforms 3 and 4 next to Starbucks and the taxi rank.
Recommended arrival time:
Please arrive 30 minutes before your train departs (or 60 minutes before departure if you’re catching a connecting train to London).
Travelling from Lille Europe
You’ll find the main assistance waiting area at the ‘Espace Services in Hall 1.
Recommended arrival time:
Please arrive 45 minutes before your train departs (or 60 minutes before departure if you’re catching a connecting train to London).
Travelling from Marne-la-Vallée - Chessy (Disneyland® Paris)
The meeting point is next to the TGV INOUI shop opposite the ticket gates.
Recommended arrival time:
Please arrive 45 minutes before your train departs.
Travelling from Paris Charles de Gaulle Airport
The assistance office is near the Grandes Lignes ticket office on level 2 of the station, close to entrance N.
Recommended arrival time:
Please arrive 45 minutes before your train departs.
- Brussels-Midi/Zuid
- Antwerp Centraal
- Liège-Guillemins
Travelling from Brussels-Midi/Zuid
On arrival at the station, go to the SNCB Guichet International desk. If you’re catching a connecting train to London, please speak to a member of our team at the Eurostar ticket gates – follow signs for Channel Terminal to find them.
Recommended arrival time:
Please arrive 30 minutes before your train departs (or 60 minutes before departure if you’re catching a connecting train to London).
Travelling from Antwerp Centraal
The assistance point is near the Tourist Information office on the ground floor of the station, close to the Keyserlei and Pelikaanstraat entrances.
Recommended arrival time:
Please arrive 30 minutes before your train departs.
Travelling from Liège-Guillemins
Go to the main ticket office hall or the wheelchair accessible terminals next to the ticket machines near the main entrance to the station (Esplanade side).
Recommended arrival time:
Please arrive 30 minutes before your train departs.
- Amsterdam Centraal
- Rotterdam Centraal
- Amsterdam Schiphol Airport
Travelling from Amsterdam Centraal
Head to the OV information service desk close to the main entrance on the Stationsplein side of the station.
Recommended arrival time:
Please arrive 20 minutes before your train departs. If you’re catching a connecting train to London, please arrive 45-60 minutes before your train departs if you’re on the first train of the day or 90 minutes before any other train.
Travelling from Rotterdam Centraal
Head to one of the two information service desks in the main central hall as you enter the station.
Recommended arrival time:
Please arrive 20 minutes before your train departs (or 60 minutes before departure if you’re catching a connecting train to London).
Travelling from Amsterdam Schiphol Airport
Go to the NS International information desk at Schiphol Plaza.
Recommended arrival time:
Please arrive 10 minutes before your train departs.
- Düsseldorf Hbf
- Düsseldorf Airport
- Essen Hbf
- Duisburg Hbf
- Dortmund Hbf
- Cologne Hbf
- Aachen Hbf
Travelling from Düsseldorf Hbf
If you’re arriving by car, you’ll find the meeting point at Bertha von Suttner Platz which you can only access via Ludwig-Erhard-Allee using the north tunnel. Alternatively, head to the Deutsche Bahn (DB) Information Desk.
Recommended arrival time:
Please arrive 20 minutes before your train departs.
Travelling from Düsseldorf Airport
Please go to the main travel centre at the airport.
Recommended arrival time:
Please arrive 20 minutes before your train departs.
Travelling from Essen Hbf
Go to the Deutsche Bhan (DB) information desk at the station.
Recommended arrival time:
Please arrive 20 minutes before your train departs.
Travelling from Duisburg Hbf
Go to the Deutsche Bhan (DB) information desk at the station.
Recommended arrival time:
Please arrive 20 minutes before your train departs.
Travelling from Dortmund Hbf
Go to the Deutsche Bhan (DB) information desk at the station.
Recommended arrival time:
Please arrive 20 minutes before your train departs.
Travelling from Cologne Hbf
Go to the Deutsche Bhan (DB) information desk on the ground floor near platform 1 and close to the entrance nearest the cathedral.
Recommended arrival time:
Please arrive 20 minutes before your train departs.
Travelling from Aachen Hbf:
Please go to the main travel centre at the station.
Recommended arrival time:
Please arrive 20 minutes before your train departs.
Travelling from London St Pancras International
(if you’re catching a cross-channel train) Please go to booth number 5 next to the Eurostar ticket gates.
Recommended arrival time:
60 minutes before your train departs.
