Eurostar Customer Care: An Expert, Practical Guide

How to reach Eurostar customer service

Eurostar provides support via phone, web, and in-station teams. In the UK, the customer service number is 03432 186 186 (from abroad: +44 3432 186 186). For the quickest resolution, have your booking reference (a 6–8 character code), full passenger names as on passports, and the email used to book. Phone opening hours can change during peak disruption; the current schedule is listed on the Help Centre.

Online, start at eurostar.com and select Manage Booking to change journeys, add passengers, update contact details, download tickets, and request after-sales support. The Help Centre (help.eurostar.com) hosts live service updates, forms for delay compensation, advice on special assistance, and step-by-step guides. For live travel information, check eurostar.com/uk-en/travel-info/travel-updates and Eurostar’s channel for service alerts.

• Phone (UK): 03432 186 186; International: +44 3432 186 186
• Website: www.eurostar.com; Manage Booking: eurostar.com/uk-en/manage-booking
• Help Centre and FAQs: help.eurostar.com
• Main terminal addresses for on-the-day help:
  – London St Pancras International, Euston Road, London N1C 4QP, UK
  – Paris Gare du Nord, 18 Rue de Dunkerque, 75010 Paris, France
  – Bruxelles-Midi/Brussel-Zuid, Avenue Fonsny 47B, 1060 Bruxelles, Belgium
  – Amsterdam Centraal, Stationsplein, 1012 AB Amsterdam, Netherlands
  – Rotterdam Centraal, Stationsplein 1, 3013 AJ Rotterdam, Netherlands
  – Lille Europe, 1 Place François Mitterrand, 59777 Lille, France

What customer care covers: bookings, exchanges, refunds

Eurostar sells three primary classes: Standard, Standard Premier, and Business Premier. Standard offers the best lead-in fares; Standard Premier adds a spacious seat and a light meal; Business Premier is fully flexible with lounge access and priority check-in. Advertised one-way fares often start from £39 for London–Paris/Brussels/Lille and from £51 for London–Amsterdam/Rotterdam, subject to availability and season. Journey times are typically 2 h 16 m (London–Paris), 1 h 51 m (London–Brussels), and around 3 h 52 m (London–Amsterdam).

Exchanges are handled through Manage Booking. In most cases, you can change Standard and Standard Premier tickets by paying any fare difference; promotional tickets may carry change restrictions near departure, and Business Premier remains fully flexible. If Eurostar cancels your train, you are entitled to a free exchange onto the next available service or a full refund to your original payment method. Refunds initiated online are usually processed by your card issuer within 5–10 working days, though it can take longer during major disruptions.

For name corrections, spelling fixes, or adding passport details, use Manage Booking first; if the system does not accept your change (for example, after check-in), call customer care. Tickets are issued to named passengers and IDs are checked at border control, so ensure details match passports before travel.

Delay compensation and passenger rights

Eurostar applies the Rail Passenger Rights Regulation (EU 2021/782 and the UK equivalent). If your train arrives 60–119 minutes late, you can claim 25% of the fare for the affected leg; for delays of 120 minutes or more, 50% is due. Compensation is usually offered as a cash refund to your original payment method or as an e-voucher for future travel. Submit claims through the Help Centre or Manage Booking with your reference, journey details, and photos of tickets or e-tickets if applicable.

If your train is cancelled or expected to be delayed more than 60 minutes, you can choose between a refund, re-routing at the earliest opportunity, or re-routing at a later date convenient to you under comparable conditions. If you are delayed late into the evening and need accommodation or meals, Eurostar will advise on reasonable care and assistance at the station; keep itemised receipts for any authorised out-of-pocket expenses.

Seat downgrades (for example, moved from Standard Premier to Standard due to disruption) are refundable for the price difference. If you miss a last Eurostar connection because your incoming Eurostar train is late, present yourself to station staff as soon as you arrive; they will endorse your ticket for the next service or provide hotel/meal arrangements where required by policy.

Station services and special assistance

Special assistance is available at all Eurostar terminals for passengers with reduced mobility, hidden disabilities, or temporary injuries. Pre-book at least 24 hours before travel so teams can allocate staff and equipment, using eurostar.com/uk-en/travel-info/travel-planning/special-assistance or via the customer care number. At stations, look for the assistance meeting points near the Eurostar ticket gates; arrive early to allow for security and border control.

Check-in closes 30 minutes before departure for Standard and Standard Premier on core routes. Business Premier customers can usually check in up to 10 minutes before departure at London, Paris, Brussels, and Lille, but arriving 45–60 minutes ahead of the train is sensible at busy times or during heightened border checks. For families and groups, consider 60 minutes to clear security and exit checks smoothly.

Luggage allowances are straightforward: Standard and Standard Premier may bring two items of luggage (each up to 85 cm on the longest side) plus one small piece of hand luggage; Business Premier may bring three items plus one small hand item. There is no formal weight limit, but you must be able to carry your bags unaided. Only trained and certified assistance dogs are permitted on board; pets are otherwise not allowed on Eurostar services between the UK and mainland Europe.

Practical travel and support details

Border requirements are strict since the UK left the EU. All travellers—including EU, EEA, and Swiss nationals—should carry a valid passport that meets entry rules for the destination; national ID cards are generally not accepted for UK border entry (exceptions exist for certain residents and permits; check official guidance before travel). Ensure your ticket name, passport, and any required visas match and are valid for the entire journey.

Security screening is similar to airports but faster: you’ll pass luggage X-ray and metal detectors, but there is no 100 ml liquid limit for personal items. Prohibited articles (for example, weapons, some tools, and certain sports equipment) are listed at eurostar.com under Prohibited items; review this before packing. On board, you’ll find power sockets at seats, free Wi‑Fi on most modern trains, and a café-bar; Business Premier includes a hot meal and drinks served at seat.

• Before contacting customer care, prepare: your booking reference, full itinerary, passenger names and dates of birth, a phone and email reachable on the day, and photos or PDFs of e-tickets.
• For claims: keep photos of departure boards showing delays, staff advisories, and itemised receipts for approved meals, taxis, or hotels; claims are typically assessed within 28 days.
• Useful benchmarks: London–Paris about 2 h 16 m; London–Brussels about 1 h 51 m; London–Amsterdam about 3 h 52 m. Lead-in fares often “from” £39 (Paris/Brussels/Lille) and “from” £51 (Amsterdam/Rotterdam), limited availability.

Where customer care can help immediately

At-station Eurostar teams can reissue boarding passes, assist with urgent rebooking when a connection is missed, and coordinate with border officials for time-critical cases. During larger disruptions, they organise queue management and distribute vouchers or information leaflets outlining your options and next steps for refunds or compensation.

For non-urgent queries—seat preferences, invoice copies, accessibility notes for future trips—the web routes are faster and leave an audit trail. Use Manage Booking for self-service changes, and the Help Centre for forms and policy details. If you need written confirmation for insurance, request a disruption confirmation letter from customer care with your booking reference and the train number.

Can I get a full refund from Eurostar?

Refund. Tickets are refundable seven days or more before the date of departure for a fee. The fee is £/€25 per person for each individual leg of the trip, and £/€50 per person for a full refund of a return ticket.

How do I call Eurostar from the USA?

The best way to contact us is via our Contact Us form. This allows us to prioritise queries and respond as quickly and efficiently as possible. If your query is about an existing booking, please provide your booking reference. Or call us on: +1 646 934 6454 (cost of a local call depending on the operator).

How do I ask for assistance on Eurostar?

For both pre-booked assistance requested at least 24 hours before departure and turn-up and-go assistance, please go to the Eurostar ticket gates. They’ll let the relevant assistance team members know so they can help you.

Can you talk on the phone on Eurostar?

Laptops and mobile phones can be used throughout the journey, so there’s no need to switch them off or change any settings before you board.