22 May 2020
With Europe brought to an unexpected standstill, the past couple of months have been incredibly hard for everybody. Like you, I’ve worried about my loved ones, friends, and colleagues, all the while wondering what the future might hold for all of us. I’d like to send my warmest wishes to you and your family at this difficult time.
I am writing to personally reassure you that the health and well-being of our customers and colleagues has been the top priority of everyone at Eurostar throughout this crisis. And it remains so: we care deeply about getting you to your destination as safely as possible while ensuring our teams face no unnecessary risks.
For those who can travel, our teams have been working hard to put a number of hygiene and social distancing measures in place. And for those who can’t or, understandably, would rather not travel, we want to give you as much flexibility to rearrange your trip as we can.
Keeping you safe at our stations and on board
We’re closely following advice from governments in our destination countries and have adapted our services. You’ll notice some changes to your usual travel experience. Everyone, including our teams, must wear a face mask covering their nose and mouth at our stations and on board. Measures are in place to keep everyone a safe distance apart throughout their journey, including a new queuing system. There’s more information on signs at the station and our team is there to help and guide you.
We’ve also updated our seating plan on board to leave every other seat free and give you plenty of space.
New cleaning procedures
There are now cleaners on board every train to make sure the highest levels of hygiene are maintained. They’ll be cleaning throughout the journey, with their focus on regularly disinfecting areas of the train which you’d be likely to come into contact with, such as door handles and tables. We’ve also increased stocks of soap and water on board.
Giving you more flexibility to rearrange your trip
Many of you will be unable to travel due to the border restrictions in place. We appreciate that many others are able to travel but will feel reluctant to venture far from home right now. That’s why we’ve extended our offer of an eVoucher for the full value of your booking if you’re due to travel up until 07 September 2020. Our vouchers give you the opportunity to rearrange your trip with no fee to travel up until late 2021 instead.
You can find out more about all the measures we've put in place here.
None of us has faced a challenge like this before. Please be assured that your best interests and those of our teams have been at the heart of every decision we’ve made.
We haven’t always got things right: we’ve received a high number of calls and emails and we haven’t been able to get back to everybody as quickly as we’d hoped. If you’ve been in touch, rest assured we will respond.
Our teams at the stations and on board have worked exceptionally hard to maintain an essential service. And our colleagues in our contact centres are doing their absolute best to deal with thousands of queries. I want to say a big thank you to them for their unwavering commitment to helping every customer. I’ve consistently received great feedback about their efforts and I’m incredibly proud of them.
The situation continues to change at a fast pace, so I’ll be in touch again in the coming weeks with another update.
In the meantime, stay safe and keep well.
Mike Cooper, Eurostar CEO
A message from our CEO
Mike Cooper, our CEO, gives you an update on everything that’s going on.