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
Horrible
After a 90 minute delay we had to switch trains in Brussels. Once we finally got to Schipol in Amsterdam. My husband helped a lady with 3 small children get off the train. The Eurostar staff sat and watched while my husband used the weight of his body to stop the train doors from closing while this poor mom tried to get her family off the train. Why on earth would you have staff who sits there and laughs. Absolutely mortified as this transpired. No one was willing to help. My husband is now bruised and I’m thoroughly disgusted in Eurostars willingness not to help. Shame on all of you
Train #9937 coach #32
Train #9937 coach #32
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Incomplete booking info
This app is really annoying. It doesn’t allow to select Paris as a departure city. Not in Search, nor shows in recent (although I have already made bookings previously) nor in popular, or alphabetical...
The work around is to select Brussels, after select Paris as your destination and reverse the travel traject.
Why is it not possible to make such a simple action as selecting whatever available city, possible? Annoying!
The work around is to select Brussels, after select Paris as your destination and reverse the travel traject.
Why is it not possible to make such a simple action as selecting whatever available city, possible? Annoying!
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Extremely bad experience
Myself and 2 friends booked a trip to Brussels, we haven’t been away for 4 years. We arrived at St Pancreas to leave for Brussels around 90mins prior to the train leaving and joined a huge queue. By the time we queued up, got though check in and security we boarded the train 4 mins prior to leaving. At one stage we didn’t think we were going to make it. That was the outbound journey, stressed.
For the return we arrived at the Brussels Eurostar check in to find that 2 of our tickets had seats but our friend didn't have a seat due to a train change. We had to leave our friend and go without her. Fully explained at the check in that we were all travelling together and nothing at-all was done. I then discovered after the train left that other people without seats were able to board the train. My poor friend was waiting on her own for the next one in Brussels. What with this and coffee machines not working and no toilet roll in the toilets I would not recommend this to anyone wishing to have an enjoyable time. The Eurostar service has been absolutely appalling for this trip, how they treat customers and the service they offer is not something I ever want to experience again.
For the return we arrived at the Brussels Eurostar check in to find that 2 of our tickets had seats but our friend didn't have a seat due to a train change. We had to leave our friend and go without her. Fully explained at the check in that we were all travelling together and nothing at-all was done. I then discovered after the train left that other people without seats were able to board the train. My poor friend was waiting on her own for the next one in Brussels. What with this and coffee machines not working and no toilet roll in the toilets I would not recommend this to anyone wishing to have an enjoyable time. The Eurostar service has been absolutely appalling for this trip, how they treat customers and the service they offer is not something I ever want to experience again.
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