Eurostar Tracking Order Status

Most recently 31/03/23 I had exceptional service from a member of staff named malvina at gate du nord. She was so uplifting and helpful, and went above and beyond to assist me from security to departure gate. This hasn't been my previous experiences pre covid, but definitely with staff like malvina the experience has enhanced.

Travelled from Amsterdam to Brussels to get the London connection. Disappointingly on leaving the Thalys train there was NO SIGNAGE to show where to go through Customs and Passport Control for the Eurostar train. This needs fixing as a stressful experience. How about a sign on the Platform and in the subway that says EUROSTAR TERMINUS PASSPORT CONTROL with an arrow. Also WIFI connection on the train is hopeless and felt sorry for waiters and waitresses serving refreshments in Business Class. Crockery very nice but food tasteless. May as well give out a couple of bags of crisps with the wine!

Booked via Eurostar because we wanted to be more environmentally friendly than flying (which would have been cheaper). If all the trains had been on time/not cancelled it may have been worth it... but that's not the case. Okay, delays happen, trains get cancelled. The real annoyance is the fact that Eurostar make it incredibly difficult to contact their customer services (only an online form available), which they still haven't responded to 3 working days later. Our connection from Amsterdam to Brussel (run by Thalys), scheduled for 27/03 was cancelled on 22/03 due to upcoming strike action... plenty of time for Eurostar to inform us of alternative arrangements. They never did. And they never responded to our Customer Services requests. Maybe Eurostar never identified that one of their advertised connecting trains had been cancelled? If true, that's very awkward since Thalys is part of Eurostar Group. It's the same company, yet they aren't aware of cancellations across the group. Now Eurostar tells us to get a refund from Thalys, Thalys tells us to get a refund from Eurostar. Great working together there... I give two stars (rather than one), because onboard + station staff are fantastic at trying to help out... unfortunately their HQ teams are letting their front-line staff down massively. Edit: Two points I forgot to mention. 1) Our Customer Service form was initially + automatically marked as resolved without any sort of response from Eurostar. And 2) In the time we've been waiting for a response from Eurostar, their marketing has sent at least 3 emails encouraging us to buy more tickets from them/book future journeys... it feels like they focus on marketing to the detriment of customer service and general operations/good service.

Used them a few times without a hitch between Brussels and London. When you get a ticket on a special offer, it's even sweeter (€29 one way). Trains are punctual, fast, clean and comfortable. The only problem is the Internet - their Wi-Fi is simply dead. And the waiting areas both in Brussels and London are rather inconvenient, to put it mildly. The security checks to get to the train can be tiring, too.

Very bad customer service, hugely expensive. This should be more citizen-friendly. WE financed this, after all. Eurostar is actively driving people to fly; which is mad in times of climate change. The most unfriendly, unreacable customer service ever, a disgrace. Total arrogance! Customs are a nightmare, too, especially in Brussels. Dirty, old trains.