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.
IMPORTANT: If you require assistance, we recommend that you pre-book at least 48 hours before you’re due to travel. Find out how to book below. If it's not possible for you to pre-book, you can turn up on the day at least 75 minutes before departure and we’ll do our best to help.
Booking special assistance
Organising special assistance for an upcoming trip is simple.
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)
Where we can help
Special assistance is available at both ends of your journey, with our Eurostar Assist team or the local station team, we strongly recommend pre-booking special assistance no matter where you’re travelling to or from.
- St Pancras International
- Paris Gare du Nord
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.
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.
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.
Eurostar Assist is available at:
- St Pancras International
- Paris Gare du Nord
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.
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 four 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.
Other special travel needs
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
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.
You can get in touch with our team from 08:00 to 17:00 (UK time) Monday to Friday and 08:00 to 15:30 (UK time) on UK bank holidays.
Email us using this contact form and click the Special Assistance buttons. If you have an urgent assistance request outside of office hours, please click Special Assistance, then Urgent Special 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.
Otherwise, you can call:
+44 (0)3432 186 186 (select your language, then option 4)
Or write to:
Eurostar Special Assistance team
2nd Floor Kent House
81 Station Road