If you’ve emailed us or submitted an eVoucher request and received an automated reply, please rest assured we will get back to you and your eVoucher will be sent to you soon. Our teams are working tirelessly and doing their best to respond to thousands of calls and emails as quickly as possible. Don't worry if your travel dates have already passed, we'll still be able to issue your eVoucher as normal.
Thank you for your patience and understanding, and for showing our colleagues the respect they deserve at a difficult time for everyone.
Check this page for all the latest info
Our main priority is the health and wellbeing of our customers and colleagues. We’re closely following advice from governments and health authorities in our destination countries, regarding Coronavirus (COVID-19). We are listening closely to the feedback of our customers and colleagues and we realise this is an unsettling time and an unprecedented situation that develops fast.
Below, we’ve summarised all the relevant and most up-to-date information for you.
Please wear a face mask when travelling with us
Passengers must wear a face mask at our stations and on board in line with guidelines announced by the French and Belgian governments. Please ensure you have a mask with you when you travel. Any type of mask is suitable as long as it effectively covers your nose and mouth.
If you don’t have a mask you may be refused travel on our services. We’d like to advise you that fines may be imposed in France and Belgium if you’re not wearing a mask.
New seating arrangements on board
We’ve made some changes to our seating plan to make sure everybody has plenty of space on board.To ensure every other seat is left empty, some passengers may find their coach and seat number has changed. If your seat has been changed, you’ll get a yellow slip of paper as you go through the ticket gates at the station. Please take this slip with you and make sure you sit in your new seat to give everybody plenty of space.
Following the French Government’s decision to tighten border controls due to coronavirus, further travel restrictions have been introduced with immediate effect. These mean that passengers will only be allowed to cross the border into mainland Europe if they are:
Please check carefully government advice before travelling as you may be turned away by French and Belgian authorities, either on departure or on arrival, if you don’t have good reason to travel.
Customers travelling to the UK are requested to follow simple hygiene measures and to observe COVID-19 (coronavirus) messages from Public Health England which can be found here.
Please be alert to the following symptoms of coronavirus:
Should you experience any of the above symptoms, you should immediately self-isolate and check the NHS coronavirus website for further information.
Whether you are arriving or departing, you must carry this form with you to confirm that your journey is necessary. You may be required to show it on your journey to or from the station along with your travel documents. Failure to do so may lead to a fine from the French authorities. Find out more.
If you don’t have access to a printer, you can copy and hand-write it on a blank piece of paper. You must then sign it and add your home address.
Please note that at this time, UK and non-EU citizens can continue to travel back to the UK.
If you’re unable to travel we’d like to offer you an eVoucher so you can re-book your trip for a later date
The health of our customers and colleagues is always our top priority. So, we’ve adapted some of our services to help keep you safe.
Catering at our stations and on board
New hygiene measures mean we’re unable to serve food and drink on board or at our stations. Our Business Premier lounges are also temporarily closed. We’d recommend bringing your own refreshments. Please note: it’s okay to bring liquids through security at all our stations.
Wi-fi on board
Unfortunately, we’re unable to provide wi-fi on board while we run a reduced timetable.
Fast track ticket lanes for Business Premier and Carte Blanche
Fast track ticket lanes for Business Premier and Carte Blanche customers may not be available at all our stations.
We’re sorry that we’re not able to provide our usual levels of service at this time.
Due to current travel restrictions, we're unable to provide our usual EuroDespatch luggage service and our bike on board service.
You can still bring a folding bike or children's bike on board as long as it is no longer than 85cm in length and it's carried in a protective bag which covers the whole bike. This is to protect your bike, other people and their luggage at the station, when going through security, and on board.
If you need to arrange luggage delivery, First Luggage is still operating, but their same day delivery service isn't available. You can call them on +44 (0)1895 450 187.
Due to restrictions put in place by the governments in the UK, France and Belgium, there are some changes to our assistance services: