How we can assist you on your journey
From the moment you book, we want to make sure we’re meeting all your needs.
How we can help in our stations
Depending on where you are travelling to and from, we have different ways to help in our stations.
Assistance in our stations and on our trains
Assistance is available at both ends of your journey. We use external assistance providers in our stations in France, Belgium, the Netherlands and Germany. This means that assistance may vary slightly from station to station.
If you need more info on where to find the assistance meeting point or our recommended arrival times for each station, head to our dedicated help page.
How Eurostar Assist can help
Assistance is available at both ends of your journey. Our own Eurostar Assist team is based in London and we use external assistance providers in all our other stations. This means that assistance may vary slightly from station to station. Don’t worry though, we work closely with these teams to make sure your journey goes smoothly.
Priority seats and spaces
We offer seats and spaces for disabled and older passengers, or those travelling with mobility aids, guide and assistance dogs and assistance cats, companions, and a wide range of other priority passengers. Our trains have priority seats that include a little more legroom.
Help around the station
Whether you’re getting a taxi or going to the platform, our Eurostar Assist team and assistance partners can help you on your way.
Help with luggage
We offer free help with your luggage. We can only assist you with up to two items of luggage, and they should not exceed 85cm in length and they should not weigh more than 15kg per item. However, keep in mind that our third-party provider at Amsterdam and Rotterdam cannot help you with your luggage.
Boarding the train
Our Eurostar Assist team are happy to help you get on and off your train. At all of our stations, we have ramps available to make it easier for customers that need to board, including those with impaired mobility. Ramps are operated by our station staff.
Where we can help
Accessible travel assistance is available at both ends of your journey, with our Eurostar Assist team or the local station team, we strongly recommend pre-booking accessible travel assistance no matter where you’re travelling to or from.
If you need more info on where to find the assistance meeting point or our recommended arrival times for each station, head to our dedicated help page.
For both pre-booked and turn-up-and-go assistance, our helpful Eurostar Assist team can be found at assistance booth 5 by the Eurostar ticket gates.
At Paris Gare du Nord, assistance requests are managed by N'Assit.
Pre-booked assistance
If you’ve pre-booked assistance at least 24 hours before departure, go to the main station assistance waiting area. It’s located opposite platforms 6 and 7 between Monop’daily and Starbucks. A member of the N'Assit assistance team will help you from there.
Turn-up-and-go assistance
If you haven’t pre-booked assistance at least 24 hours before departure, you’ll need to go to the Eurostar mezzanine and chat to a member of Eurostar staff. To access it, go to the main entrance of Paris Gare du Nord (near the red Angel Bear sculpture). Use the station lifts located opposite platforms 9 and 10. Or use the escalator that’s opposite platforms 17 and 18.
At Lille Europe, assistance requests are managed by N-Assist.
Pre-booked assistance
For pre-booked assistance requested at least 24 hours before departure, please go to the main assistance meeting point at the far end of the main hall. You’ll find it opposite the Eurostar ticket gates. For turn-up-and-go assistance, please go to the Eurostar ticket office and speak to a member of staff. They will contact the N-Assist team who will help you from there.
Turn-up-and-go assistance
For turn-up-and-go assistance, please go to the Eurostar ticket office and speak to a member of staff. They will contact the N-Assist team who will help you from there.
For both pre-booked assistance requested at least 24 hours before departure and turn-up and-go assistance, please go to the Eurostar ticket gates. They’ll let the relevant assistance team members know so they can help you.
At your connecting station, which will need to be booked through the local provider, we’ll take you to the handover point and from there you’ll be guided by the local assistance team.
For onward journeys from London St Pancras International, you need to organise assistance directly with National Rail.
You can also book assistance in a French station by calling SNCF Assist’enGare on the following numbers:
- From France: 3212
- From abroad: +33 (0)9 72 72 00 92
Or you can book via the online form at least 24 hours before your departure.
If you encounter any assistance-related issues during your journey, an Emergency Line is available 7 days a week on +33 (0)9 72 72 00 65 (free service, call charges may apply).
