Eurostar Arvostelua 3 286

I had what seemed to me a complex travel problem but the Eurostar member of staff solved it quickly and with grace.

I rarely post reviews like this, but my recent experience with Eurostar has been extremely disappointing and concerning.

During a journey, I consumed a Chicken Caesar sandwich on board and shortly after became seriously unwell with symptoms consistent with food poisoning. I had not eaten anything prior to the trip, so there was no other plausible source.

What’s even more troubling is how this was handled. It took over TWO MONTHS to receive a response. When I finally did, the case was dismissed based purely on internal checks (temperature logs, batch reports, etc.), with the conclusion that the food could not have been responsible. Amanda tought she replied me before but she didn’t, that’s why I didn’t have an answer. I needed to chase them, and they came with a negative feedback and saying that basically I had food poisoning from elsewhere.

No accountability. No meaningful investigation into my individual case. Just a generic response saying no one else reported issues — as if that automatically rules out a problem.

Food safety is not something that can be brushed aside with paperwork. Contamination can affect a single item, and customer health concerns should be treated with far more seriousness and urgency.

The delay, lack of empathy, and outright dismissal of my experience have completely eroded my trust in Eurostar’s service.

If you’re travelling with them, I would strongly advise caution when purchasing onboard food. Very disappointing experience from a company I expected much better from. Still waiting a good customer service policy and a compensation. I was some days sick after that.

Unbelievable UNHELPFUL Customer service. I needed to make some changes to my booking that are not possible to do online. Contacted Customer service on the email provided on the website. They suggested that I should talk to their advisers over the phone. Spent half-a-day trying to reach them just to hear the same msg over and over again: "all our advisers are busy, so we can't accept your call" and then to be cut off. Do these advisers really exist or it's just a joke?

Excellent customer service and quick response.

Ticket is around 400 pounds one way. Both VIP and other loinges are overcrowded, overheated. Poor shops poor food. Cattle transport

Ma requête a été attentivement écoutée et des solutions efficaces m'ont été proposées.

Begin eens met te antwoorden op mail. !! Wacht nu 10 dagen en heb maandag nog een keer dezelfde mail er achter aan gezonden en gewoon geen antwoord . Zo verschrikkelijk slecht ! Ik wil boeken maar heb een antwoord nodig !!

Zugausfall Eurostar von Köln nach Paris, Bustransport von Köln nach LIege. Meine 91 jährige Mutter musste sich ab Liege selbst um Weiterreise und Koffertransport auf defekter Rolltreppe kümmern. Ankunft mit mehr als 3 Std. Verspärung,
Erstattung Fehlanzeige. Webseite funktioniert nicht, Hotline Eurostar lehnt Verantwortung ab und verweist auf Buchung bei SNCF. Diese wiederum verweisen auf Eurostar.
Interessantes Geschäftsmodell. Inkompetenz oder Betrug??

I wanted to claim compensation as my train was 2 hours late. Eurostar website compensation page is broken: CAPTCHA not working (I tried from different browsers on my laptop and on my phone as well). Then I went to submit a help request - same issue. Same error on complaint request. I tried to call them - it says: "All our operators are busy, we cannot answer you" - and they disconnect.

Why when I book tickets and pay you - there are no errors, but when I need money from you there are errors and you completely disappear?

Train came to late in Paris to much airconditioning in train. For the departure train half hour to late , no announcements about expected departure. When we entered for boarding gate closed. Nasty security people didn’t let us pass. We managed to slip through the barrier and could enter the first wagon. Unfriendly staff. No service, no apologies. Terrible experience

Really helpful knowledgeable patient and understanding

Great experience booking a wheelchair space and additional seating and booking disabled assistance for our business trip to Paris. Great to speak to a human who was caring, efficient and helpful.

J'ai effectué un Amsterdam paris Amsterdam. Prix 210 euro ! Soit plus chère que de le faire en voiture (même seul dans la voiture à 2.3 le litre), et je me retrouve avec une place sans tablette devant moi !! Rien de cassé, simplement il y des places en face à face sans tablette, je ne savais même pas que ça existait 😅. Bref, bravo Eurostar vous m'avez convainque, pour ma part terminé l'eurstar, ce sera voiture ou avion car pour le coup ça m'a poussé à regarder d'autre solution et bonne pioche, c'est même plus chère que l'avion. Il ne faudrait pas oublier que le train est un moyen de transport en commun, il est donc inconcevable que ce soit plus chère que de le faire en voiture (même seul)

Je suis profondément choquée par le traitement que nous avons subi.

Le 30 mars, nous avions un train à 7h05 pour Paris. Malgré des circonstances indépendantes de notre volonté (annulation de nos trajets Uber), nous sommes arrivés à la gare à 6h00, soit plus d’une heure avant le départ.

Malgré cela, l’agent a refusé de nous laisser embarquer alors qu’il restait encore environ 1h20 avant le départ, et nous a imposé des frais de 150€.

Je précise que :

j’étais enceinte,
nous voyagions avec un bébé de 16 mois malade,
et nous étions déjà dans une situation extrêmement stressante (annulations d’hébergement et de transport).

Aucune empathie, aucune solution, aucun accompagnement.

Et cela ne s’arrête pas là : le train sur lequel ils nous ont replacés a accusé un retard de plus de 40 minutes. On a clairement le sentiment que tout est fait pour rester juste en dessous des seuils de compensation, comme si attendre 50 minutes était acceptable simplement parce que la réglementation prévoit une indemnisation à partir de 60 minutes.

Dans les faits, attendre près d’une heure dans ces conditions, enceinte, avec un bébé malade, après avoir été refusée à l’embarquement et contrainte de payer 150€, est totalement inacceptable.

Nous avons dû courir entre les gares, dans un état de stress extrême, au point que j’en suis tombée malade.

Comment une entreprise peut-elle :

refuser l’accès à des passagers présents en avance,
facturer des frais abusifs,
puis fournir un service lui-même défaillant sans aucune considération pour ses clients ?

Cette expérience reflète un manque total d’humanité et de sens du service.

Heenweg van Utrecht naar Londen: 2 uur vertraging. Terugweg: 3 uur vertraging waarna de trein in de nacht niet verder reed dan Brussel. Niemand die je te woord staat of helpt, je kan het zelf uitzoeken midden in de nacht op Brussel. Dus zelf een taxi en hotel geboekt en volgende ochtend een nieuw treinticket.

Daarna begint het drama van het declareren, waarbij de medewerkers erop getraind zijn om zo min mogelijk uit te betalen. Eerst 6 weken wachten op antwoord en daarna steeds nieuwe bewijzen vragen om uiteindelijk bv de taxi niet te betalen omdat je alleen een pinbon hebt. Echt een belachelijk bedrijf.

Since a year, the Eurostar is always delayed while they are more and more expensive.
Since they changed their compensation, they do not care to have delays,
They used to have compensation for 15 minutes delay a long time ago. Now compensation is for an hour delay so it is regular to have 50 minutes delay..
Not speaking of Eurostar boasting about their WIFI that is totally rubbish if you are trying to work.
Makes you want to fly again

Very unfriendly and rude staff member (Belgian woman) during boarding in Düsseldorf.

First, she stated “this is not a German train,” then claimed our ticket—issued directly from the Eurostar app—was invalid. Finally, she insisted our assigned seats were wrong and told us to sit elsewhere, refusing to let us take the seats printed on our tickets.

In the end, it turned out that our seats were correct all along.

A very frustrating and unnecessary experience, especially at the beginning of a holiday.

Appalling start to the journey from Amsterdam to London 12/4/2026 the 18.40. Leaving half an hour late which means I shall miss my connection on the national train in the uk. No announcement was made, ironically the board stated ‘train on time’ later I discovered that all previous trains were all delayed. Not one apology, crammed waiting room with lack of fresh air. Not a relaxing start and quite honestly difficult to comprehend the lack of provision and understanding from the staff.

We travelled on Eurostar from Amsterdam to London, and unfortunately the experience at Amsterdam was extremely disappointing.

The staff appeared unprepared and lacked basic organisation. There was no effective queue management, communication was unclear, and many passengers were visibly frustrated. As a result, the train departed over two hours late. Despite arriving at the station on time, we were left waiting for more than three and a half hours before departure.

We had chosen Eurostar over a £35 return flight with easyJet in the hope of a smoother journey, but in hindsight, this proved to be a mistake. Our onward journey to Amsterdam had been efficient—we arrived at London Southend Airport just 30 minutes before departure, with a flight time of only 55 minutes. In contrast, the return journey by Eurostar took approximately 7.5 hours.

Overall, the operation in Amsterdam was poorly managed and fell far below expectations. This experience was both frustrating and disappointing.