Travellers with Autism

Travellers with autism can now watch 360 videos of every stage of the boarding process – from going through the ticket gates, to clearing security and then getting on board the train.

To look around in the videos, simply click and drag on the screen. You can also find information below about what you’ll need to do and where you’ll need to go.

If you’ve not yet booked tickets, you may like to know that the quietest times to travel are after 2pm on Monday to Thursday, and before 2pm on a Sunday.

And remember, if you ever need help when travelling with Eurostar, all you need to do is ask a member of staff.

Skip to section:

• Finding the Eurostar ticket gates 
• Going through the ticket gates 
• Passing through security and passport control 
• Waiting for your train 
• Boarding the train
• Once you’re onboard

 

 

The Eurostar ticket gates are inside St Pancras International station.

In this video, you can see the Eurostar departure area after entering from Pancras Road. This entrance is next to the iSmash shop and opposite the Great Northern Hotel.

If you’re travelling in Business Premier, you will find your ticket office and ticket gates on either side of the entrance.

In this part of the video, you can see the self-service ticket machines. (However, you won’t need to use these if you already have a ticket).

You’ll also see the ticket gates for departures. When you’re ready, this is where you’ll have to go.

This section of the film shows you another entrance to the Eurostar departure area.

The Eurostar ticket gates are clearly signposted in St Pancras International station. Simply follow the signs saying ‘International trains’.

Look out for the arrow in the film saying ‘Eurostar Assist’, next to the currency exchange. You can go here if you’d like someone to help you board the train.

It’s best to request assistance at least two days before you travel, as some stations will require a little notice. This will ensure that you’re helped on departure, arrival and at any connecting stations.

You can find out more here, under the 'Special assistance' section.

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You will need to scan your ticket by placing it on a small screen. The screen will have instructions and you can always ask for help.

Once your ticket’s scanned, two small doors will slide open. You’ll then join a queue for the security checks.

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You will need to take a grey tray from under the metal table seen in the film.

You’ll be asked to put any bags and any items in your pockets into the tray. If you’re wearing a jacket or belt, you’ll also need to include these.

When you’re ready, slide your tray towards the member of staff. They’ll then push the tray onto a conveyor belt so it can be scanned.

Next, you’ll need to walk through a metal detector that looks a bit like a doorway. (Please only walk through here when asked to do so).

Sometimes, the metal detector may beep, even if you don’t think you have any metal on you. If this happens, don’t worry, it’s very common.

One of the staff will just need to quickly search you. This won’t take long, and they’ll be able to talk you through the process.

Once you’ve been through security, you’ll need to collect your belongings.

A member of staff may choose to unpack and search through your luggage. This is perfectly normal. Afterwards, you’ll be able to repack your luggage yourself should you want to.

Next, you’ll need to go to passport control. You can queue for passport control in zones A or C. (Keep a look out for large signs with these letters on them).

First, you’ll need to show your passport to a member of the UK’s Border Agency. Next, you’ll be asked to show it to the French Border Force or to use an e-gate.

And then that’s that. Now all you need to do is wait for your train.

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After passport control, you’ll go to the departure lounge.

The departure lounge has lots of seats, as well as shops and toilets. There are plenty of screens to tell you when it’s time to board, and departures are also announced over the speakers.

In this part of the film, you can see a group of people queuing for a train.

Platforms are normally announced about 20 minutes before departure. Eurostar trains can leave from platforms 5, 6, 7, 8, 9 or 10.

The departure lounge has an information desk, where you can go with any questions.

There’s also an assistance seating area next to it, which is where you’ll be taken if you’ve requested assistance before travelling. If you are sitting here, someone will come and collect you when your train is ready for boarding.

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When it’s time to board, you will take a travelator, which will come up between two platforms.

Make sure you check the platform numbers. On your ticket, you will also see your coach number and seat number. Walk along the platform until you find the right coach.

Before you get on the train, you can double-check it’s the right one by looking at the display on the doors. This will show the coach number, the train number and the train’s destination.

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Once you step on the train, you will see a screen telling you what coach you’re in. This area is also where the toilets are.

When you enter the coach, you will see two large luggage racks. If you have a suitcase, you can put it here.  Smaller items such as rucksacks can then go on the racks above your seat.

You will find the seat numbers above the seats. Walk down the coach until you find the seat number matching the one on your ticket.

You can buy food or drink from our onboard bar buffet, Café Métropole.

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