SPECIAL ASSISTANCE

Helping travellers with a disability or reduced mobility have a smooth and stress-free journey.  

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.

Parking
 
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

 

In the station

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.

More about Eurostar luggage

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.