Skip to main content
Eurostar
Help
Book

Frequent or Premium Pass

Please log in to use your subscription pass.

RegisterForgotten your password?

Verify it's you

To complete your registration, enter the 6-digit security code we've sent to

Didn't get the code?

Please check your spam/junk folder
  1. Travel info
  2. Travel planning
  3. Accessibility
  4. How to book assistance

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.

By phone

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

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).

Turn-up-and-go assistance

When departing France, Belgium, the Netherlands, or Germany, if you’ve been unable to pre-book your assistance, you can ask for assistance at the station on the day of your journey.

Please arrive at least 30 minutes before your departure, and we'll aim to meet your assistance request in time for your train. However, please note we cannot guarantee you’ll travel on your initial departing train. We may need to move you to a later departing train, free of charge.

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.

Related links

Wheelchair user on board Eurostar train illustration

 

Accessible travel hub

Everything you need to know about accessible travel when travelling with Eurostar.

Read more
accessible travel icons - accessibility - Eurostar Assist

 

Who we can help

Find out which travellers we can help with accessible travel.

Read more
Illustration of the Eurostar station

 

How and where we can help

Find out what assistance we can provide and in which stations.

Read more

Ready to book?

Frequent or Premium Pass

Please log in to use your subscription pass.

RegisterForgotten your password?

Verify it's you

To complete your registration, enter the 6-digit security code we've sent to

Didn't get the code?

Please check your spam/junk folder

Top routes

  • London to Paris
  • London to Amsterdam
  • London to Brussels
  • London to Disneyland® Paris
  • London to Rotterdam
  • London to Bruges
  • London to Lille
Sign up to our newsletter

Download our app

Download on the App StoreGet it on Google Play

Feedback

Help us improve our website

View all our fares and fees.

Eurostar International Limited is an Appointed Representative of AWP Assistance UK Limited (trading as Allianz Global Assistance) which is authorised and regulated by the Financial Conduct Authority (FCA). AWP Assistance UK Limited FCA registration number is 311909. FCA authorisation can be checked on the FCA register at https://register.fca.org.uk/s/ | E-mail: Insurance@allianz-assistance.co.uk

© 2024 Eurostar International Ltd. All Rights Reserved