How to book assistance

We know that everyone’s situation is different. That’s why we offer both pre-booked and turn-up-and-go assistance.

Booking assistance

All initial assistance requests are handled directly by us but we have different ways to book assistance depending on where you are travelling to.

Pre-booked assistance

To make sure you get the assistance you need, we recommend booking your tickets first then pre-booking assistance at least 24 hours ahead of your journey.

Book assistance

Online

The easiest way is to get in touch by clicking on the button above where you'll be taken to our contact form (select Assistance and follow the steps).

By phone

If you’d rather chat to one of our helpful team, you can call our contact centre. You can speak to someone in English, French or Dutch.

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

Write to

Eurostar Assistance Team
2nd Floor Kent House
81 Station Road
Ashford Kent
TN23 1AP
UK

Opening hours:

Monday to Sunday, including bank holidays: 07:00 - 19:00 (UK time)

How to book an urgent support service

If you have an urgent request outside of our contact centre opening times then please, if possible, book online. Follow the instructions for online booking above and select urgent assistance when prompted.

Turn-up-and-go assistance

Unable to book assistance in advance? We’ll do our best to help if you arrive at least 60 minutes before departure of your train. However, due to our stations being very busy, we can’t guarantee that we’ll be able to help you leave on your booked train. If this is the case, we can change your ticket free of charge to a later departure. This means we can make sure you get the help you need.

Booking assistance at a French station

To book assistance at a French station, you can also call the SNCF Assist'enGare service directly on the following numbers:

From France: 3212
From abroad: (+33) 9 72 72 00 92

Or book via their contact form at least 24 hours before your departure:

If you encounter any assistance-related issues during your journey, an Emergency Line is available 7 days a week on +33 (0)9 72 72 00 65 (free service, call charges may apply).

Booking assistance for a Eurostar and TGV Lyria journey

Connecting journeys to and from Switzerland include travel on separate Eurostar and TGV Lyria trains. You’ll need to arrange assistance (including a ramp if you need one) for each part of the journey. Please do this:

once you’ve booked your ticket
And at least 24 hours before departure.

Please also be aware that:

Eurostar and TGV Lyria trains run to and from different stations in Paris. Assistance cannot be provided for travel between the two stations.
SBB (Swiss Federal Railways) does not provide luggage assistance or assistance for pregnant women or families.

If the first part of your trip is on a Eurostar train, please contact us to book, amend or cancel assistance for your entire journey:

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

Find out more about accessible travel with Eurostar.

If the first part of your trip is on a TGV Lyria train, contact SBB (Swiss Federal Railways) to book, amend or cancel assistance for your entire journey:

From Switzerland: 0800 007 102
From anywhere else: +41 800 007 102
Or use this form.

Find out more about accessible travel with Lyria.

Pre-booked assistance

To make sure you get the assistance you need when travelling between Belgium, France, Germany and the Netherlands, we recommend booking your tickets first then pre-booking assistance at least 24 hours ahead of your journey.