LeShuttleArvostelua 

WE HAVE ALREADY COMPLETED AND SUBMITTED A SURVEY FOLLOWING OUR RETURN FROM FRANCE ONE WEEK AGO

On both the our outward and return journeys there were 2.5 hour delays due to alleged capacity issues.
It was extremely hot on our return journey and with two small dogs and a crowded terminal in Calais this was very challenging.
We taken through passport and border control and then stuck in a long queue in the car to the boarding lanes. Nobody was directing or marshalling the queues and we could not access the large vehicle lane we were booked into which was clear. It was complete chaos and we had to keep the engine running to keep the car cool.
There was poor information and no communication from staff.
We have had very good experiences on most of our previous trips through the tunnel.

Excellent from start to finish.
Clear instructions given before our trip and once on board the train everything ran smoothly.
We will use this service again - was an excellent price for our trip.

Everything was good, apart from the fact we had a 1.5 hour delay before boarding.

As of June 2026 lots of delays most days on both sides, these delays are never explained, why not? All you quote is unexpected capacity restrictions, your customers deserve better than that, very sad to see your service going down hill so fast. What is going on ?

Ran as a following road both out and back, just as originally intended. Excellent!!

On 1 June 2026, a LeShuttle employee in a company vehicle drove into the back of my car on the Calais terminal boarding ramp, destroying a set of high-end mountain bikes and damaging my vehicle. My children were in the car at the time. The employee admitted his brakes had failed.

That was 3 weeks ago. Since then I have submitted a formal claim, chased twice by email, written directly to customer relations, and received nothing but an automated acknowledgement.

The crossing itself is fine. But if their staff damage your property, do not expect any response whatsoever. I have a damaged car, bikes I cannot use, and absolutely no idea whether anyone is even looking at my claim.

Booking ref 19708346. Claim ref 1387221.

Unreliable and untrustworthy. Held up 2 hours returning to UK (minor hold up on way out too) and only so far. This is minor apparently and due to processing issues, which is a lie as we got through quick enough. Zero communication, nobody knows anything, will look at other options next time.

Terrible service using outdated technology. Delays of 5-6 hours are normal. Go by ferry, at least if one breaks down the whole system doesn‘t collapse. Total lack of investment.

I have a classic car which is very low to the ground and I can get onto the train on ground level without a problem which isn’t always the case with a ship.

I love the tunnel...quick, convenient and no seasickness. Over the last ten years I've been using it maybe a dozen times a year. BUT recent changes to ticketing have made the standard tickets harder to use...less flexible check-in times, charges for any changes. All designed to encourage you to use the higher tier tickets I think. Added to this...they scrapped the frequent traveller system around COVID time. So it can be costly now.

Excellent smooth service & on time departure.

Our train on the way out was delayed by an hour, but we were offered a train 30 minutes earlier on the way back so hhat evened things out, the Staff on the French departure side kept us more informed than on the English side. Booking in and border control were quite smooth.

A great service, quickest route to and from France. Helpful and friendly staff.

Train on time all staff were friendly and efficient

Everything worked as it should. Staff were helpful and overall experience was good

Journey was ok but the unexplained boarding delay was not.

Easiest and most convenient way to reach France and beyond regardless of the weather situation.

It’s a real shame I have to give Le Shuttle any stars. We use it approx 3 times a year but for the last 4-5 trips it has been appalling. Always delayed, no explanation, no recourse and seemingly no refunds for delays that have always been their fault. Today - on a jolly hot day - another delay and yet - with the ability to at least issue some ice lollies to a few people nothing - not customer facing at all - a real shame for something that in essence is a simple service.

Very disappointing experience. We chose this service over the ferry because it was supposed to be the quicker option, but we were delayed for over 2 hours with no explanation provided. We were left waiting in boiling heat with a baby, making the journey extremely uncomfortable and stressful. Poor communication, no updates, and a much longer journey than expected. Given the circumstances, we are requesting a full refund. Absolutely not the reliable service we paid for. Please respond to my support ticket (1401497 ) for this return request refer to reference 22384903.