How to book assistance
We know that everyone’s situation is different. That’s why we offer both pre-booked and turn-up-and-go assistance.
Booking assistance
All initial assistance requests are handled directly by us but we have different ways to book assistance depending on where you are travelling to.
Pre-booked assistance
To make sure you get the assistance you need, we recommend booking your tickets first then pre-booking assistance at least 24 hours ahead of your journey.
Online
The easiest way is to get in touch by clicking on the button above where you'll be taken to our contact form (select Assistance and follow the steps).
By phone
If you’d rather chat to one of our helpful team, you can call our contact centre. You can speak to someone in English, French or Dutch.
- UK and the Netherlands: +44 (0)3432 186 186
- France: +33(0) 1 70 70 60 99
- Belgium: +32(0) 2 400 67 76
Write to
Eurostar Assistance Team
2nd Floor Kent House
81 Station Road
Ashford Kent
TN23 1AP
UK
Opening hours:
- Monday to Sunday, including bank holidays: 07:00 - 19:00 (UK time)
How to book an urgent support service
If you have an urgent request outside of our contact centre opening times then please, if possible, book online. Follow the instructions for online booking above and select urgent assistance when prompted.
Turn-up-and-go assistance
Unable to book assistance in advance? We’ll do our best to help if you arrive at least 60 minutes before departure of your train. However, due to our stations being very busy, we can’t guarantee that we’ll be able to help you leave on your booked train. If this is the case, we can change your ticket free of charge to a later departure. This means we can make sure you get the help you need.
Booking assistance at a French station
To book assistance at a French station, you can also call the SNCF Assist'enGare service directly on the following numbers:
From France: 3212
From abroad: (+33) 9 72 72 00 92
Or book via their contact 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).
Pre-booked assistance
To make sure you get the assistance you need when travelling between Belgium, France, Germany and the Netherlands, we recommend booking your tickets first then pre-booking assistance at least 24 hours ahead of your journey.
By phone
- From Belgium: (+32) 2 400 6776
- From France: (+33) 1 70 70 60 88
- From the U.K.: (+44) (0)3432 186 186
- From Germany: (+49) (0) 30 700 70000
- From the Netherlands: (+31) 20 5323232
Booking assistance at a French station
To book assistance at a French station, you can also call the SNCF Assist'enGare service directly on the following numbers:
From France: 3212
From abroad: (+33) 9 72 72 00 92
Or book via their contact 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).
Turn-up-and-go assistance
When departing France, Belgium, the Netherlands, or Germany, if you’ve been unable to pre-book your assistance, you can ask for assistance at the station on the day of your journey.
Please arrive at least 30 minutes before your departure, and we'll aim to meet your assistance request in time for your train. However, please note we cannot guarantee you’ll travel on your initial departing train. We may need to move you to a later departing train, free of charge.
