Eurostar4Agents
Amended Timetable 19/03/2020 - 12/08/2020

Please be aware that we’ve reduced our timetable from 19/03/2020 - 12/08/2020 in response to increased border controls agreed by the French government and lower demand for travel.
---
Ashford International, Ebbsfleet International and Calais Frethun are closed until further notice.
---
Please follow this link to access more information for upcoming travel: https://www.eurostar.com/uk-en/travel-info/service-information/coronavirus-and-eurostar-service#section_heading_1

Please click here for more information.

Coronavirus-information

Taking you there with Care

To ensure all passengers feel safe, whilst at the stations and on board, please find attached our latest brief to give your customers peace of mind when travelling with us

Taking you there with care briefing pack.pdf

CORONAVIRUS POLICY

To provide our customers with flexibility and peace of mind during the ongoing health crisis, we have implemented a Coronavirus Policy. You can offer your passengers one of the below options:

Direct bookings between London/Ebbsfleet/Ashford and Lille/Paris/Brussels/Rotterdam/Amsterdam bookings only

E-vouchers:

  • For all travel dates between Friday 13th March 2020 and Monday 7th September 2020 inclusive, passengers can obtain an e-voucher at the monetary value of their current Eurostar reservation. They claim their e-voucher by filling in our webform here: https://help.eurostar.com/covid19/#/
  • E-vouchers are valid for a new reservation to be made on the Eurostar website up to 12 months after the initial travel date, and for a new journey within 180 days.
  • In case the value of the new reservation is lower than the value of the e-voucher, the remaining amount of the e-voucher can then be used against another booking. In case the value of the new booking is higher than the original booking, the fare difference will need to be paid

Exchanges:

For travel dates between Friday 13th March 2020 and Sunday 31st May 2020:

  • A free of charge exchange applies to cancelled trains only.
  • Free exchanges are possible directly in your booking tools

For travel dates between Monday 1st June 2020 and Saturday 1st August 2020:

  • An exchange without fees or fare difference is applied to all trains
  • Free exchanges can be processed in your booking tools up until 30th September, for a new journey available within the booking horizon

For travel between 2nd August and 7th September 2020*:

  • If the train is cancelled: A free exchange
    • Free exchanges are possible in your booking tools between 3rd July and 30 November.
  • If the train runs: An exchange without fees
    • An exchange without fees can be processed between 3rd July and up to departure.
    • The exchange fees will automatically be waved, but the customer must pay for the difference in fare between the initial booking and the new booking

* We will communicate our timetable for this period with 10 days notice

Disneyland® Paris services:

Please click here for information about Disneyland® Paris.

 

Lyon South of France services

For any booking on our direct trains between London and Lyon, Avignon or Marseille, you can offer one of the below options:

  • An e-voucher for the value of the booking
  • Exchange onto an indirect service for the same dates of travel (all passengers & all legs of the journey), with no fees or fare difference.
    • Make a new booking for the same travel dates on an indirect service
  • Exchange onto an indirect service for alternative dates – no exchange fees, customers will need to pay any difference in fare.
    • Make a new booking for different travel dates on an indirect service

Ski train services

Ski trains usually open for sale in July.

Please continue to check eurostar4agents.com for updates on when the season will be available to book

Access to wifi

As from 01 July 2020, the wifi access has been reactivated in our Business Premier and Standard Premier carriages allowing our passengers to stay connected throughout the journey.

Information for Business Premier customers

Whilst we cannot provide our usual catering service to our Business Premier customers currently, we are serving very light refreshments instead, on an interim basis. Where possible customers will be offered water and a pre-packaged snack during the journey. Unfortunately we cannot guarantee this on all departures.

IMPORTANT: Measures to help keep you safe on board

*NEW*

Please wear a face mask when travelling with us

From 4 May, passengers must wear a face mask at our stations and on board in line with guidelines announced by the French and Belgian governments.
Please ensure you have a mask with you when you travel. Any type of mask is suitable as long as it effectively covers your nose and mouth.

If you don’t have a mask you may be refused travel on our services. We’d like to advise you that fines may be imposed in France and Belgium if you’re not wearing a mask.

New seating arrangements on board
We’ve made some changes to our seating plan to make sure everybody has plenty of space on board.To ensure every other seat is left empty, some passengers may find their coach and seat number has changed. If your seat has been changed, you’ll get a yellow slip of paper as you go through the ticket gates at the station. Please take this slip with you and make sure you sit in your new seat to give everybody plenty of space.If you’re travelling as a couple or family, you will be able to sit together. But please make sure you leave a safe distance between you and your neighbouring passengers.

UK government health measures for passengers entering the United Kingdom

UK GOVERNMENT HEALTH MEASURES FOR PASSENGERS ENTERING THE UK

From 8th June until Thursday 9th July (inclusive)

From 8th June until Thursday 9th July (inclusive), the UK Government will introduce new health measures for passengers entering the UK, due to Coronavirus (COVID-19).

Whilst these measures are in place, when entering the UK, passengers are required to:

• Provide their journey and contact details online by filling in the Public Health Passenger Locator Form. They will need to show their completed form when they arrive at the UK border, either by printing a copy or showing it on their phone. They will not be able to submit the form until 48 hours before they’re due to arrive in the UK.

• Self-isolate for 14 days at the address they provided on the above form. Please note that these measures are for both UK residents and visitors. Some people are exempt from the requirement to self-isolate for 14 days but will still need to complete the form. You will find the list of exemptions here.

Travel agents and tour operators that distribute tickets or have booked on behalf of other people are also responsible for ensuring that their passengers are aware of these requirements and have completed the form. Passengers travelling with someone under 18 years old can click here for additional details.

Passengers may be required to provide information to Border Force on departure or arrival and if they haven’t completed the online form, they will be asked to do so. They may receive a Fixed Penalty Notice of £100 if they fail to complete the form. If they fail to self-isolate for 14 days they could face a fixed penalty notice of £1,000.

From 10th July 

From 10 July, customers returning to or visiting England from France, Belgium and the Netherlands will no longer need to self-isolate on arrival.

All customers, except those on a small list of exemptions, will still be required to complete a form to provide contact information on arrival in the UK. The list of exemptions can be seen here.

When travelling to London, before you pass through passport checks in France and Belgium, all customers over the age of 18 years must complete a passenger locator form here.This information may be checked either on departure or on arrival. This applies to both visitors and UK residents.Please note that you may be fined up to £100 if you refuse to provide your contact details, or more if you break this rule more than once. You also may not be allowed to enter the UK (unless you’re either British or a UK resident).

The latest information and guidance on these measures can be found at: https://www.gov.uk/uk-border-control.

The regulations require that all our partners selling Eurostar journeys must provide all relevant information about these new health measures to their customers taking journeys into the UK prior to booking. Please also notify any of your passengers who have already booked travel to the UK.

Please ensure that your passengers complies with the above regulations.

Essential info for entry into France

Border restrictions which limited travel between UK and France to essential reasons only have been lifted as from 15 June 2020. It is no longer necessary to complete the International Travel Certificate to Mainland France.

Changes to special assistance, catering, luggage & bike services

SPECIAL ASSISTANCE

Due to restrictions put in place by the governments in the UK, France and Belgium, there are some changes to our assistance services:

  • Pre-booked assistance services will be available in London, Paris, and Brussels from Wednesday 13 May 2020. There are some changes to our normal service to bear in mind.
  • We're unable to provide a turn up and go service. Please contact us to book at least 48 hours before you're due to travel. Call us on +44 (0)3442 186 186 from the UK, 01 70 70 60 88 from France, or 0207 16 83 25 from Belgium or the Netherlands and choose option 4. Or email us at contactus@eurostar.com with 'special assistance' in the subject line. We're open between 09:00 and 17:00 GMT Monday to Friday.
  • Our teams are unable to help with luggage at this time. Please only bring luggage which you can carry yourself.
  • All customers must wear a face mask at all times due to measures imposed by the governments.
  • We will try to adhere to social distancing guidelines as much as possible which may mean our service is delivered slightly differently than it usually would be. We'll take the specific needs of each customer into account - please follow the guidance of our teams.
  • If you've already made a booking with us, our team will be in contact with you to discuss our service.

-

CATERING SERVICES

In line with governmental advice and legislation related to the COVID-19 outbreak and the changing situation means that we are currently unable to offer our usual catering services. With immediate effect we will no longer be serving our regular at seat meal and drinks service to customers onboard in Business Premier and Standard Premier. Additionally, Café Métropole, our onboard bar buffet will be closed until further notice.

Governmental advice and legislation related to the COVID-19 outbreak in France and Belgium means that the availability of refreshments to buy in stations is extremely restricted. We’d recommend bringing your own refreshments with you for your journey.

The same legislation has meant we’ve had to close our Business Premier lounges in London, Paris and Brussels. This isn’t a decision we’ve taken lightly and we hope to reopen them as soon as possible.

-

LUGGAGE AND BIKE SERVICES

Due to current travel restrictions, we're unable to provide our usual EuroDespatch luggage service and our bike on board service.

You can still bring a folding bike or children's bike on board as long as it is no longer than 85cm in length and it's carried in a protective bag which covers the whole bike. This is to protect your bike, other people and their luggage at the station, when going through security, and on board.

If you need to arrange luggage delivery, First Luggage is still operating, but their same day delivery service isn't available. You can call them on +44 (0)1895 450 187.

DISRUPTION PROCESS: VOYAGER BOOKINGS

Voyager After-Sales procedure out of ticket condition: New AfterSales Override Profile (AOP)

Your systems have been set up so you can provide exchanges directly.

All intercap bookings

Your systems have been set up so you can provide exchanges directly as per the policy .

Disneyland Paris bookings

Disneyland Paris departures between 01 April - 14th July 2020.

If your customers are travelling on our direct trains to Disneyland® Paris in both directions

The Voyager portal now allows forced exchanges to be made before 30th September 2020 for any travel date up until 14th July 2020 inclusive.

If your customers are travelling to Disneyland® Paris, via Lille

Please create a new booking (in the same class of service) and ticket as normal and send an email to eurostar4agents@eurostar.com with booking references for the original and new bookings and your Business / BAF account number.

Lyon South of France bookings

If your customers have a through fare or Lyon South of France booking

Please create a new booking (in the same class of service) and ticket as normal and send an email to eurostar4agents@eurostar.com with booking references for the original and new bookings and your Business / BAF account number.

Credits for cancelled Lyon South of France services should also be requested by email to eurostar4agents@eurostar.com

Ski Train bookings

If your customers have a ski booking

You will be able to use the exchange function in Voyager once the 2020/21 season is open for sale. Ski trains usually open for sale in July.

Please continue to check eurostar4agents.com for updates on when the season will be available to book

 

For any bookings made directly with Eurostar4agents

*EXCHANGE WITHOUT FEE AS A RESULT OF CORONAVIRUS:

Please call us directly on 03448 242 524 and we will arrange an exchange.

We are experiencing high call volumes and apologise for any inconvenience this may cause.

DISRUPTION PROCESS: GDS BOOKINGS

Please find the instructions for GDS users here below.


  • Passengers with bookings, for all journeys between Friday 13 March until Monday 07 September 2020 inclusive, are entitled to a rebooking for a later trip (subject to payment of a possible difference in price between the original and the new ticket).
  • All rebookings will need to be issued within 12 months after the original date of travel
  • Rebook the same booking class in a brand-new PNR on the new date if available.
  • If the original booking class is not available, book the next available fare bucket within the same cabin class.
  • Please leave the sectors live on the original booking in the GDS, allowing the ticket to expire. When the passenger no shows, this will not be a problem.
  • Once you have rebooked, you will need to apply for a refund of the original booking via the BSP link.
  • When completing the refund application, please state in the notes box that you are applying due to Covid-19 and also include the new PNR as without that your application will be rejected.
  • Please do NOT claim an e-voucher on behalf of the passenger, as e-vouchers are not compatible with GDS systems.