Eurostar Sucks Customer Reviews and Feedback
Eurostar is an international high-speed railway service connecting London with Amsterdam, Brussels, Bourg-Saint-Maurice, Disneyland Paris, Lille, Calais-Fréthun, Marseille, Paris, and Rotterdam. All its trains travel through the Channel Tunnel between the United Kingdom and France, owned and operated separately by Getlink.
Eurostar is unreliable, passengers from two lines are combined and stuffed, and trains are canceled due to technical difficulties, forcing passengers to take a later train, Antonino P shared a review at yelp.com
"Truly unreliable. When we got on in London, they combined passengers from two lines due to "technical difficulties". Stuffed in there like sausages, it was very unpleasant. On the way back from Brussels, our train was canceled, again due to "technical difficulties", forcing us to take a later train, and lose our flights back to the US. If Eurostar doesn't have enough people to populate a train, they cancel it and blame it on technical issues. Cowards. They truly suck!"
Lead Material Handler (Former Employee) says"Company offer very little incentive to keep employees from leaving. Company hires illegal employees to under pay them. They use same Temp agency for years. There management team is not strong. No SOP to follow any task Cons: They underpay"
Manager (Former Employee) says"Decent benefits but a rather confused environment to work in. Poor management culture of blaming and penalising staff rather than resolving systemic issues. Most managers lack integrity and are there to look after themselves and trample on others to get where they need to get to."
Manager (Former Employee) says"Decent benefits package but a really immature organisation. Cons: Lack of integrity in management team"
Customer Service Agent (Former Employee) says"If you are looking to work in the CS sector, Eurostar is the complete wrong direction. The business cares for neither its customers, nor its staff. You have no freedom to assist customers, and you won't be granted any kind of authority for so much as a minor discount."
Trein stewardess (Current Employee) says"Het werk op de trein is ontzettend leuk! je werkt met een klein team aan boord en verleent service aan de passagiers. Cons: slechte communicatie geen doorbetaling pauzes"
Merchandiser - Tablets and Mobile (Current Employee) says"Had a good and very well trained work knowing all the technical in tablets and mobiles and get more knowledge and expirience dealing with diff kinds of customers where each and everyone of them had a different concern about the product I'm selling"
Sales Associate/ Head Cashier (Former Employee) says"a typical day at work consisted of non stop customer service. loads of walking and lots of organizing. but overall very fun"
Accounts Assistant (Former Employee) says"A typical day is where every thing if going well busy prepaying Accounts dealing with queries and doing the a job I love most."
Customer Service Advisor (Former Employee) says"shift pattern on a 8 week rota, working in a team of 7-10 people with a team leader. working on a in house system using product codes for different train class. ie business class, first class or standard class. Eurostar was my first call centre job, so training was not just about Eurostar it was about what covers around Eurostar ie Disneyland Paris and other fast connecting trains in France, Belgium, Germany and other European countries. loads of benefits and opportunities were outstanding. ie family and friends discounted train and Disney tickets. Cons: long hours"
Lounge Hostess (Current Employee) says"Responsible for welcoming and greeting customer into the lounge Cons: culture adjustment"
Customer Service (Former Employee) says"My experience at Eurostar was satisfactory, there was minimum support available which did not make the job any easier. Managers were not trained well to help members of staff which made it difficult to receive the required support."
Sales and technical support (Former Employee) says"Poor management and communication, under going continues restructure, failure to engage with employees. Cons: Poor communication"
Customer Services Advisor (Former Employee) says"Working within the Eurostar Contact Centre on various shift patterns and some weekends. Cons: leave is a problem and call quality measures are an issue"
Rôle de Professeur de Langue Principal (Former Employee) says"Tavail interessant mais trop. Lesposte à pouvoir sont sovvent des postes qui etaient tenuespar trois voir quatre personnes avant. La fatigue joue sur nous à telle point que les vvancaces se transfroment souvent en congés maladies. Cons: Trop de travail et trop de projets qui n’aboutissent pas"
Telesales Executive (Current Employee) says"Good environment Cons: low payscale"
ER Advisor (Current Employee) says"Trying to change anything in the company takes a long long time. Plus it is unionised and they have too much say in the running of the company. Cons: Management, policies, union (strikes)"
Customer Care Advisor (Former Employee) says"It gave me great customer service experience and the culture in general was really good. The main reason why I left was because I din't want to work on a call centre anymore."
Customer Service Advisor (Current Employee) says"Help customers with everything from making a booking"
says"I worked at Eurostar International for more than 10 years Cons: Segregated appreciation. Management does not even realise what great talent it already has in it's company - more interested in recruiting new employees than developing proven internal talent. Salaries are geographically based - highest long-term Ashford salaries are much less than starter bottom salaries in London or stations. No rewards for long-term loyalty."
Former Employee - Anonymous Employee says"I worked at Eurostar International full-time for more than 10 years Cons: Constantly restructuring and changing senior management, bullying and forcing people out of positions. Lack of transparency."
Current Employee - Shop Assistant says"I have been working at Eurostar International part-time Cons: Bad tasks, get tested badly and not respected for the effort you put in"
Current Employee - Train Maintainer says"I have been working at Eurostar International full-time for more than 10 years Cons: Disengenuous management Continuous reinvention of the wheel with zero regard the the potholed Road causing the problems."
Former Employee - Procurement says"I worked at Eurostar International full-time for more than 5 years Cons: Silo mentality and politics at the top have seriously hampered Eurostar's ability to progress to more streamlined and joined up ways of working over last few years. However, with a new CEO joining in Spring 2018, the organisation is getting a bottom up refresh which is definitely addressing this. Best of luck! Opportunities for career development at senior level are almost non-existent and there is a reluctance to allow senior employees to attend conferences etc to keep up with new industry knowledge. Also very, very varied attitudes to flexible working so that, although policy SAYS it is available to everyone, the caveat is that this is only if the line manager agrees. Given that one of the aims of flexible working is to maintain health and well-being (which Eurostar does promote heavily in other ways) it's very sad that there is such a mixed approach by line managers from 'never' to 'up to you - as long as you get the work done'. So a bit of a backward approach which I saw several colleagues leave over. Eurostar will not attract best talent if it continues with this archaic attitude."
Former Employee - Anonymous Employee says"I worked at Eurostar International full-time for more than 5 years Cons: Could do better in rewarding their employees"
Former Employee - Anonymous Employee says"I worked at Eurostar International full-time Cons: Favourtism actually exists here which is a very uncomfortable environment to work in and extremely unprofessional. High level do not see how senior management is behaving. Good hard working employees are being overlooked for others that they see socially etc. I have also witnessed bullying of other members of staff which is overlooked. Some HR members also know this is happening and it is ignored. Absolutely disgraceful"
Former Employee - Anonymous Employee says"I worked at Eurostar International part-time Cons: Really rude customers and the day went by slow"
Former Employee - Anonymous Employee says"I worked at Eurostar International full-time for more than 5 years Cons: - A company that does not live up to their values. Connected, Caring & Ambitious behaviours are forced fed to low ranking employees and customer facing staff. These employees are measured on the values to get a meagre monetary reward at the end of the year. Senior leaders and directors, who tend not to display the values, get assessed via a 360 tool, the results of which do not have any impact on their large bonuses. - Redundancies on a large scale happen quite often, this is not uncommon in businesses these days, however no real change tends to happen after. Usually 6 months down the line, once the shareholders are satisfied with the cost cutting exercise, job descriptions change slightly and recruitment gets really busy. - The CEO needs to change, the company needs a new direction , he has overstayed his welcome. Board members have resigned because of his lack of passion for the business. - There are still a few 'protected' ones in Service & People. Most of them have now left but some still stay put in very high places adding very little value to the business. - Pay is all over the place and not transparent at all. As a rule as soon as you move to a senior level the pay is really rewarding, under that, it's not that great for the industry. - Career progression: Not really happening. It's a very flat structure so the development plan you will probably have will be around diversification of skills, meaning staying in a similar pay grade with a different role. So if you are in for learning about the business and changing roles to really understand what being an international train operator is, then great, but if you are in for career and salary increase... tough luck. - HR, everyone seems to leave a comment about HR in these reviews. RH is ok, however some people behave in a way that is totally inappropriate and use lewd and offensive language. The majority of the problems in this company comes from poorly designed strategies and processes, a serious lack of transparency and fairness, a lack of ownership and poor direction from senior leaders."
says"I have been working at Eurostar International Cons: Eurostar has become a complacent company, with a lack of vision/ambition/innovation. For example, airlines in Europe have had to adapt and for many years have been selling hotel packages. Eurostar is 10 years behind the curve on this and a lack of strong leadership is to blame. The performance & pay process is not transparent. There are limited opportunities for career development. Poor performance is not managed. For a small company, the CEO seems detached and I have never seen him around the office. Some teams are run on a shoe string with insufficient resource. Senior people are brought in to work on high level projects that either don't materialize or are not communicated to the wider business."
Henrique says"I complaint about Eurostar in resolver.co.uk and had no response - i am brasilian I have a VOUCHER VALID UNTIL 01 JUNE 2021 BUT WILL BE IMPOSSIBLE TO TRAVEL IN 2021 BECAUSE OF COVID 19 BECAUSE RESTRICT TRAVELS FROM BRASIL TO OTHER COUNTRY AND BECAUSE OF COVID 19 SITUATION I EMAIL.THEM 10 TIMES AND TRYING TO CONTACT WITH NO SUCESS I WILL LOOK UP FOR MY RIGHTS I AM EXTEND MY VOUCHER EXPIRY DATE 01 JUNE 2021 WILL NOT BE ENOUGH TO TRAVEL SAFELY BRASIL IS LATE DID NOT BEGIN VACINATION DOES NOT HAVE A VACINE APROVAL DOES NOT HAVE VACINATION PLAN DID NOT BUY ANY VACINE YET. I IMPLORE TO EXTEND MY VOUCHER TO 2022 SO I CAN TRAVEL SAFELY WITH MY PARTER WHO IS 62 YEARS OLD. IDO NOT RECOMEND EUROSTAR TO ANYBODY EUROSTAR DO NOT RESPOND EUROSTAR REFUSE REFUND EUROSTAR GIVE VOUCHER 12 MONTHS BUT COVID 19 ISGETTING WORSE IN THE WORLD MY CPINTRY BRASIL IS SUFFERING MORE THAN 210.000 DEATHS NORE THAN 8.5 MILLION CASES . DO NOT HAVE TEST ENOUGHT . NO OXIGEN IN HOSPITAL TOTAL CAOS . PLEASE EXTEND MY VOUCHER SO I CAN TRAVEL SUMMER 2022 AFTER VACINATION NOW NEW BRASILIAN MUTIATION OF THE VIRUS ALL COUNTRYS ARE CLOSING TO BRASILIAN TURISTS I WILL CONTINUE TO TRY CONTACT BECAUSE I AM NOT LOSING MORE THAN 100 EUROS MY TRIP WAS CANCELLED BY EUROSTAR IN 2020 AND I WANT TO EXTEND MY VOUCHER TO TRAVEL SUMMER 2022 SO OR EUROSTAR EXTEND MY TRAVEL VOUCHER OR OPEN MORE THAN 1 INE YEAR AHEAD SEATS TO JULY 2022 AUGUST 2022 PLEASE"
Jeremy says"Appalling customer service, having been forced to rebook a trip to Paris due to COVID travel restrictions Eurostar have proved almost impossible to contact. Emails take 10 days to get a response from them. Rebooking the tickets at a 4th attempt almost impossible as only a skeleton service offered - will not be travelling with Eurostar in future."
Dulcinea says"Disappointing in light of Covid. We had booked to travel at the end of March and could not go when the restrictions were brought in. Our Airbnb was refunded immediately (great, smooth service) but Eurostar was a different story. Almost impossible to get a refund so I accepted an voucher which I still haven't received (Almost 9 months on). Furthermore the vouchers had an arbitrary expiry date, but of course due to Covid risks and vulnerability we have not been able to travel. Shameful stealing from the little people to line their pockets at a time when everyone is struggling. Sorry, but will not be using again."
customer says"Explained my situation to Eurostar refused to refund me and told me to dispute this with PayPal when it was paid with my debit card useless advisor Jackie did not help me resolve my issue at all and told me it was not her fault a business manager Laurence also did not sympathise with me at all and did not resolve my issue I want my refund! We are suffering with a pandemic here and companies out here who have no care in the world it’s such a shame honestly I can’t believe I have to come this far to talk about the service I received on the phone by these people!"
Mr Toby Simpson says""Ok so we're breaking the law. Goodbye." These are not words you expect to hear from customer support agents. Overall response to uncertainty created by COVID has been poor"
Kent says"Unable to travel to Europe due to COVID restrictions, only European business that would not give a refund. Even though travel restrictions from Australia to Europe were in place. The attitude was, "the train is running we will not refund you". Service was lousy, will never use nor recommend Eurostar. If I could give minus stars I would!"
Becki Terry says"Euro star have cancelled our trains booked for April 2022, due to covid19. I have emailed them asking for a refund and explanation as to how they can justify cancelling a train that was at the time over 5 months away. I have yet to receive a response, I feel like they are ignoring me. You can't cancel a train and then ignore your customers! I got offered the option if an evoucher in the cancellation email, no thank you. I will not be rebooting my trip until I can trust the service again. You cancelled the trip, therefore you voided the contract. You owe me a refund, keep your poxy evouchers. I will be taking it further if you do not respond to your customers"
Ike Mamazon says"Eurostar claims to have refunded my payment for a London/Paris trip. Eurostar canceled the voyage because of the Coronavirus pandemic. Eurostar initially only offered a travel voucher for future usage. I filed a dispute with my financial (credit card) institution, but being that it was considered a legitimate transaction my claim was denied. Eurostar kept the funds, but claimed to have submitted a refund to my very popular, but equally incompetent payment service."
Lena says"I will not be able to use my train ticket due to government regulations, yet I will not get a refund but only a voucher valid to June 2021 Also keep in mind that they advertise you will be "free to change and get vouchers" but it's 14 days within date of travel, otherwise they take 30 Pounds from you - which is unreasonable since I didn't know my train would not be usable two weeks ago with government travel bans only being stated last weekend"
A. Dridi says"My train from Paris/London was canceled by Eurostar and therefore they sent me an email telling me not to travel to Paris because my return was canceled and will be getting E-Vouchers as a refund. A month later i sent an email enquiring about my E-Vouchers and been told that my evouchers were in fact used, by whom? Not me anyway. I've tried again and again to phone them and get to the bottom of this but nobody answer the phone. Airbnb refunded straight away why not Eurostar? And why this flagrant liar? Disgusting treatment towards theirs best customers. I will not stop here."
Carolina Martinho says"I booked a ticket that was cancelled by the company itself. They canceled it last minute and refused to give me a monetary refund. Instead they gave me a voucher for 65€. the original ticket price was 79€ and they deducted 14€ for a handling fee, in which they never provided a service nor honored their terms of agreement that stated clearly I would receive a FULL REFUND. Totally useless voucher that now I am afraid of using in case I try to book another trip which they can cancel and charge another 14€! Definitely I do not recommend this company"
Bethany J says"Would give zero if I could - awful customer service. My train was cancelled by Eurostar in March due to COVID. They gave my boyfriend a refund for his ticket within two weeks. However, they insisted on giving me a voucher instead of a refund. I called to dispute this and they agreed that this was unfair and that they would have to send a voucher due to their system already being programmed this way, but I could receive a refund for the voucher. I still haven't received the voucher nine months down the line. This is extremely greedy and disrespectful to their customers, and the lack of consistency regarding the treatment of my boyfriend and myself just goes to show that they have no clear system and do not care about customer service. Had no problems with refunds from Ryanair and Easyjet! Will never use Eurostar again."
titi poko says"Eurostar and French police refused me to embark in their train from London to Belgium because I'm black. I was travel Brussels from London with my Girlfriend she's white, the French police didn't ask anything to her and they started ask a lot of questions, I just asked the French police officer why they ask me all that questions and they haven't nothing to my girlfriend because of that they said I can't travel and call the British police to take out, they said I'm not allowed to travel today but tomorrow will be okay, because of me she didn't travel as well, but they didn't giv me any motivation of refuse me to travel, even Eurostar customer services didn't help at all, when I insisted a lot to know I can't not travel, they said because of my behaviours. I would like to know how can I feeling if I travel with a white person they haven't as any questions to her and they stopped me for only to ask me questions about my trip when the person I travel with just get in with any poblem. If you're black don't travel with Eurostar or to France because the French authorities are very racist."
Bruce Lev says"They refuse to give any refunds for trips canceled because of Government restrictions on travel due to Covid-19. We tried to re-book 3 times and each time the governments of both France and the UK have banned us from traveling in and out of their countries and yet Eurostar continues to keep our money! EVERY other airline and train company has given us our money back. Eurostar STILL refuses!"
Virginie Guillaume says"I had the worst eurostar experience yesterday 23 October 2020, afternoon train. It is been few weeks/months that eurostar is struggling with covid, constantly cancelling bookings. Those cancellated booking are free of charge replacement. But those ticket always disappear from the eurostar app. So it is difficult to track ticket whose has been cancelled. So you always have to go back to your booking emails, if you still have them. It is OK if you one ticket cancelled but when you have 10 return tickets it is really painful and not clear. In addition, you cannot change them on the app as from time to time it does not work. So as I could not change my ticket I went to eurostar yesterday beforr departure as i have done it several times before, I asked someone to change my ticket to the next departure. But, when I arrived they had no one from eurostar able to change my cancelled tickets due to a reduction of staf in the station. But had 3 people there to say 'hi' to people!? Find the error ! The staf there was berly speaking French. Feel really offended that the line manager present there expected me to speak with me in flamish to explain the current issue. Feel a bit of racism! She did not want to help me at all. Later on, an other lady arrived, a bit late 15minutes before departure. She was almost having an heart attack when the eurostar line manager told her she cannot get in. The line manage and her colleague have not moved a fingers in order to help this poor lady while having an shorten breath. She would have let her die. It is unbelievable how eurostar is dealing with covid issue. It is the worst experience I have ever had. How people can be that unrespectful? Eurostar should review they staf and find helpful staf, willing to help passengers in this diffucult time and not make the passanger life even more diffucult. Next time I will travel by flight."
Corentin Cambell says"I was notified less that 24 hours before my departure that my return ticket was cancelled. With both reduced Eurostar service and current Sncf Covid schedules there is just no trains that connects on time anymore for my journey back. That meant that if I were to take the inbound journey I would end up stranded in France. The only option I had left with was to change my journey from Strasbourg-London via Lille instead of Paris. Eurostar refused to change this leg of the journey for me despite the inconvenience they caused. They told me the only option I had was to get the voucher and rebook the entire journey back. But the entire journey back including changing the Sncf trains last minute would have cost us 2.5x the price of our original tickets. No compensation, no help, just a stressful two hours on the phone arguing with them to end up with nothing. Holidays cancelled. Oh and yes now I need to wait 28 days to be able to use up my voucher. Thieves."
Richard says"They will not refund my money. THey claim they have sent a refund, but my bank tells me such a "refund" has not reached them after 6 months. Maybe they sent it "Burro Express", but it is starting to look more and more like they just want to keep my money and keep on making excuses."
David says"Your website is such a bad experience! Your customer service is hard to reach. Problem 1 - back in June I was coming back from France to the UK and my tickets were canceled and your website wouldn't let me change my ticket so I had to buy a new one. I sent you an email asking for a refund and I still didn't get a reply. Can someone reply to me and pay me back for this please it has been months. Problem 2: I have a trip to the UK next week and my train both ways was canceled, I was told to change my train free of charge but when I go to manage my booking all the options are paid. I am being asked to pay £105 for changing my trains. I now tried several times to log in and log out from my account, once I saw the options to be free (which is how it should be) so I selected the options and pressed a button to change my ticket, but guess what the Eurostar website decided to crash. It's saying "we are almost there" for the past 15 minutes. So as a result I still did not manage to change my tickets. I am posting here and on Twitter in a hope to get a response."
Slens Mikovic says"Still waiting for my refund, what a shame 1 month and nothing done so far..."