Basics ignored
Both the App and the website, makes it extremely difficult to access certain essential things. Like, how much did you actually end up paying for a ticket. Let alone an invoice. Which makes it hard for profesionals to do their accounting on the go. Maybe you could tone it down on all the promotional stuff, the extra hotels and bundles that clutter the app, and go back to the drawing board. It's a pretty UI but an horrible UX.
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So, far truly excellent…
I am disabled and in a wheelchair and this year unfortunately had a heart attack. Yes, what a year! Let’s hope next year I have more luck. However, I’ve booked my tickets with Eurostar and it couldn’t have been easier, friendlier, and I have gone online followed the very easy instructions and I’m ready to travel on Monday. The staff were unbelievably friendly and helpful and that was before they knew I had any issues. I wish everyone a very happy Christmas and thank you Eurostar.
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Accessibility onboard and getting onboard
There seems to be a systemic issue with the Eurostar accessibility system. The toilets are in accessible for a wheelchair user yet you advertise wheelchair travel.
We booked a wheelchair seats for 4 trains from London to Cologne via Brussels and only on the London departure and Brussels arrival were ramps available. In Cologne we had to lift my wife off the train with help of two passengers. Yet our tickets say ‘wheelchair’ for each of the journey segments.
The provision of ramps should be no problem when seats are booked for wheelchair users.
The service from local staff in the DB Reisezentrum was fantastic and on the platform as well.
We will see if a ramp is available in Brusssls in an hour!
We booked a wheelchair seats for 4 trains from London to Cologne via Brussels and only on the London departure and Brussels arrival were ramps available. In Cologne we had to lift my wife off the train with help of two passengers. Yet our tickets say ‘wheelchair’ for each of the journey segments.
The provision of ramps should be no problem when seats are booked for wheelchair users.
The service from local staff in the DB Reisezentrum was fantastic and on the platform as well.
We will see if a ramp is available in Brusssls in an hour!
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No regard for customer service
7:08 train out of Amsterdam canceled. No one from Eurostar was available either at the station or via phone. Finally got a hold of Eurostar via phone when I was on 8:08 train and the person I talked to really didn't care that there are now two trainloads of customers trying to fit on one train. Also, no regard for those of us trying to make connecting trains as the response was, 'oh if you miss your train, just get on the next one'.
Understand that there was an accident and major disruption throughout the system, but it behooves Eurostar in that situation to have all team members working to help customers who will be affected. There was no one at the Amsterdam station to help customers until 8:00 and they were woefully understaffed to meet the demands of the paying customer.
Very disappointed in Eurostar and its crisis management and customer service.
Understand that there was an accident and major disruption throughout the system, but it behooves Eurostar in that situation to have all team members working to help customers who will be affected. There was no one at the Amsterdam station to help customers until 8:00 and they were woefully understaffed to meet the demands of the paying customer.
Very disappointed in Eurostar and its crisis management and customer service.
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Doesn’t work without internet
You may have opened and checked your tickets before but the app won’t let you see them again (or show them when needed) without an internet connection. Given internet may not always work when travelling - even if in principle offered in the station - this lack of function is an obvious problem - potentially a serious one. It’s a particular pain if you are in a rush (a possibility when travelling). Same problem with the eurostar virtual membership card. Of course you can download them to your wallet or screenshot them if you know it’s necessary. But why not design the app properly? A more minor quibble, if that two part journeys do not display both tickets clearly (only in the booking section not the ticket section).
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Bad website!
I have spent several hours trying to book a return trip to London, and the web website is refusing to take the payment from my Lloyds debit card despite the help of my bank in real time stop. on the app, I fill all of the details I fill in all the details including the name of the street where I live and it’s still asked me to enter the name of Street. I have tried to send you a screenshot with this comment but each time I go back from the comment column I lose the lose it I lose the data ended the third time. I have never had these problems before. What is wrong at Eurostar?
David Harrison
As if now you want me to choose a nickname and the ten I have tried are all taken I frankly do not have the time to waste. I cannot send the review unless I find a nickname which is available unbelievable!
David Harrison
As if now you want me to choose a nickname and the ten I have tried are all taken I frankly do not have the time to waste. I cannot send the review unless I find a nickname which is available unbelievable!
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Cardinal Sin
They don’t provide a link to the physical address on the mobile app, your printed ticket, or the website.
If they do, then it is by far the least customer friendly interface in existence.
There are so many train stations in London and when you are a traveler who does not want to go to the trouble of getting a SIM card, it could be solved instantly by putting a link to the specific physical place where you will need to go to board your train.
That means you can have confidence you don’t show up to the wrong place, and as stressful as international travel always is, I don’t think it is at all unreasonable to expect the place you bought tickets from to have the foresight and customer care to give you a link to the physical address of the station on your ticket so that you can follow the link and download directions when you are on WiFi.
This detail, although seemingly insignificant, completely cancels out all of the positive things about Eurostar, which I won’t take the extra five minutes to include because they didn’t want to take the extra five seconds to provide me with an easy way to locate their physical address when I booked.
If they do, then it is by far the least customer friendly interface in existence.
There are so many train stations in London and when you are a traveler who does not want to go to the trouble of getting a SIM card, it could be solved instantly by putting a link to the specific physical place where you will need to go to board your train.
That means you can have confidence you don’t show up to the wrong place, and as stressful as international travel always is, I don’t think it is at all unreasonable to expect the place you bought tickets from to have the foresight and customer care to give you a link to the physical address of the station on your ticket so that you can follow the link and download directions when you are on WiFi.
This detail, although seemingly insignificant, completely cancels out all of the positive things about Eurostar, which I won’t take the extra five minutes to include because they didn’t want to take the extra five seconds to provide me with an easy way to locate their physical address when I booked.
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Cannot add to Apple Wallet
Cannot add the ticket to Apple Wallet
Crashes almost half of the time
Works well… when it does.
Website
Not working
