Contacting us - Eurostar Help Centre
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Contacting us

We are currently experiencing high contact volumes across our phone, email and social media channels, we apologise for any delay but rest assured that we are dealing with contact in priority order.

For anything non urgent, in the first instance we suggest asking our chatbot by clicking on the help icon in the bottom right hand corner of the website or searching our Help Centre.

For anything urgent, please get in touch via our contact us form here every query will be replied to in priority order based on the travel date and type of query.

Frequently asked questions:

Can my e-voucher be extended?

No, e-vouchers cannot have their expiry date extended.

If you don’t have a travel date in mind yet, don’t worry. You can book your ticket now and exchange it as often as you like before departure. To avoid any fees, just make sure that you exchange your ticket at least 7 full days before departure and your new ticket is of the same value. Full details about our flexible tickets.

Can my e-voucher be refunded?

E-vouchers are not refundable. 

I’m unable to exchange my booking online, what shall I do?
We are aware of website issues which are currently preventing some customers from making or exchanging bookings online and we’re working as quickly as we can to get these fixed. In the meantime, please contact us via the webform using the category ‘website or app’ and we will get in touch with you as quickly as we can.

I have a package booking, what are my options?
If you’re looking to amend your package booking, please contact us at least 7 days in advance of your stay. Please use the webform selecting the category ‘Trains and Hotels’.

I’m travelling soon, what are the current entry requirements?
Please visit our travel requirements page where you will find all the information regarding which mandatory documents you’ll need to travel.

Can I change the name on a booking?
Unfortunately, we can’t amend the name on a Eurostar ticket and only the person named on the ticket may use it. If you’ve just made a small spelling mistake, don’t worry there’s no need to let us know. Simply arrive at the station and travel as normal.

If your passport is in your maiden name but your ticket is in your married name, just bring a copy of your marriage certificate with you when you travel. There’s no need to make any changes to your booking or let us know in advance.

We are aware of a previous issue where the web browser auto-filled in the name field. Should your ticket be affected by this error then please be assured that you will not encounter any issues if you show this message upon departure.

If your query is not answered by the above, please use the Contact Us form here

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