Eurostar4Agents
From 07 January 2022, new entry rules for fully vaccinated passengers travelling to the UK

As you will know, the UK is relaxing its travel rules for fully vaccinated passengers. From Friday 07 January 2022, fully vaccinated passengers travelling to the UK:

- no longer need to take a pre-departure COVID-19 test
- no longer need to self-isolate on arrival

Please click here for more information.

Coronavirus-information

From 07 January 2022, new entry rules for fully vaccinated passengers travelling to the UK

*Published on 06 January 2022

As you will know, the UK is relaxing its travel rules for fully vaccinated passengers. Please see below for more information.

CHANGES TO RULES

From Friday 07 January 2022, fully vaccinated passengers travelling to the UK:

  • no longer need to take a pre-departure COVID-19 test
  • no longer need to self-isolate on arrival


Fully vaccinated passengers still need to:


The rules for fully vaccinated passengers also apply to children under 18 regardless of their vaccination status. Please note that:

  • an adult may include someone under 18 on their passenger locator form if travelling together and staying at the same address in the UK
  • children under 5 do not have to take a Day 2 test


The rules for unvaccinated passengers remain the same. Please ensure that you check the latest travel restrictions before departure.

The full details are available on the UK government’s website.

FEE-FREE EXCHANGES
We just wanted to remind you that in order to support our customers, we are extending the offer of fee-free exchanges until 31 January 2022.
You can make fee-free exchanges before departure in your booking system and the exchange fees will automatically be waived. Customers will only need to pay the difference in fare if their new ticket is a higher price.
Please note that if a new ticket is a lower price, we’re unable to refund the difference.

Rules for travel to France : extension of the list of reasons to travel

Rules for travel between the UK and France from Saturday 18 December 2021:

  • An essential reason is required for ALL passengers travelling to and from France.

From Thursday 06 January 2002, the French government extended the list of “essential reasons” for travelling to the country.
You can now travel to France for “reasons linked to the pursuit of an economic activity requiring presence on site, which cannot be postponed (with proof from employer)”.
It is also being made easier to travel through France if your main residence is in the EU.

060122_list_of_compelling_reasons.pdf

French citizenship or residency is considered an essential reason for travel to France. Spouses, partners and children of French citizens are permitted to travel. Proof of shared residence may be required in certain cases. A list of essential reasons for travelling to and from France can be found on the website of the French government.

  • Please also check the rules that apply to departing France. If customers live in the UK, they will be permitted to leave France to return to their place of residence and may be asked to show proof of residency if they are not a UK citizen.
  • Non-essential travel, which includes events such as weddings or funerals, is not permitted.
  • ALL passengers aged 12 years or over must present a negative antigen or PCR test result taken no more than 24 hours before travel.
     

Statement of Honour 06.01_English.pdf

Certificate of travel to France 06.01_English.pdf

Certificate of travel from France 06.01_English.pdf

New rules for travel to the Netherlands from 22 December 2021

New quarantine rules for fully vaccinated passengers travelling to the Netherlands *Published on 21 December 2021

From 00:01 on 22 December, all fully vaccinated passengers aged 12 and over will have to follow the same quarantine rules as unvaccinated passengers. This means they will need to self-isolate for 10 days unless exempt. Passengers will be able to end quarantine early if they test negative on day 5.

Passengers can find out more and see a full list of exemptions on the Netherlands government website.

All passengers must also follow all other travel rules and complete all necessary forms before travelling. Travellers from outside the EU must always provide a negative test result to enter the Netherlands.
Please advise them to check our travel requirements page before travelling. They may be refused travel if they don’t comply.


OPTIONS FOR CUSTOMERS

  • Exchange

Customers who are no longer able to travel can change their travel dates by contacting the agent or company who sold them their tickets. They will not pay any exchange fees but will need to pay any difference in fare.

Passengers also have the option to request an e-voucher if they have a ticket for travel between now and 10 January 2022 inclusive. E-vouchers can only be requested up to 23:00 on the day before departure by going to “Manage Your Booking” on eurostar.com. E-vouchers will be valid until 30 June 2022 to rebook a new journey.
 

  • Refund

Alternatively, if customers have a refundable ticket, they can claim a refund.

Coronavirus tests available at St Pancras International

COVID-19 testing options : London Medical Laboratory, Collinson Group, Randox and *Updated on 02 December 2021

COVID-19 testing options

We’re working with a variety of testing providers to give you access to a range of COVID-19 testing options at a preferential price.
All testing providers meet the required UK government standards for testing packages.

If you require a same day PCR test result on arrival in the UK, Biogroup and London Medical Laboratory can provide this service.

IMPORTANT: Please make sure you check the official travel rules for your destination for mandatory travel testing guidelines. Our Travel to sections above are also here to help you prepare for your trip.


London Medical Laboratory:

Eurostar customer discount: already applied to the products on their website.

Where to find them? At their St Pancras International Station Clinic within the EuroDespatch area. Please check their opening hours on their website for click and collect and clinic appointments. Other locations are available too.

What type of tests are available? Same day PCR, PCR, antigen, UK package Day 2 and 8, test to release – day 5 and more.

What collection options are available? Postal option (available in the UK only), click and collect, clinic appointment.


Collinson Group:

Eurostar customer discount: Please apply the discount code EUROSTAR20OFF at checkout.

Where to find them? At Unit 56, near The Booking Office Bar on the Upper level in St Pancras International Station. Please check their opening hours on their website for clinic appointments. Other locations are available too.

What type of tests are available? PCR, antigen, UK package Day 2 and 8, test to release – day 5 and more.

What collection options are available? Clinic appointment, postal option soon to be made available.


Randox:

Eurostar customer discount: On their website please apply the discount code Eurostar at checkout.

Where to find them? Home sample collection kits only. Please check on their website to locate the closest drop box from you.

What type of tests are available? PCR, UK package Day 2 and 8, test to release – day 5 and more.
 

Biogroup

Where to find them?
Notting Hill, Marylebone, Hampstead, Victoria, Shoreditch, Bond Street, Richmond. Please check their opening hours on their website for click and collect and clinic appointments. Other locations are available too.

What type of tests are available? Same day PCR, PCR, antigen, UK package Day 2 and 8, test to release – day 5 and more.

What collection options are available? Clinic appointment and postal option.

St Pancras map (English) - MAP.pdf

Coronavirus tests are not a Eurostar product or service. Eurostar is not responsible for the quality of tests, the length of time it takes to get your results and any other matters related to the testing (e.g. effect this has on your ability to travel).

Changes to rules for passengers travelling to Belgium

*Updated on 9th December 2021

CHANGES TO BELGIUM TRAVEL RULES FROM 09 DECEMBER

The following quarantine rules will apply to passengers from Thursday 9th December 2021.

  • Following the emergence of the Omicron variant, new rules have been enforced by the Belgian government today which apply to passengers travelling to Belgium, irrespective of their vaccination status. This includes the requirement to prove a negative result from pre-departure tests.

    Please visit the Belgian government’s website for full details of the new travel rules to Belgium.

    Where any passenger journeys scheduled between now and 10 January 2022 are impacted by the new rules, passengers can take up the offer of a fee-free exchange to a later travel date via their original point of sale. Please note that any difference in fare will be payable.

    For additional details on travel restrictions and entry requirements on all of our routes, please click here to access more information on our website.

Rules for travelling to England and the Netherlands

Simpler rules for travel to the UK from October *Updated on 01 October 2021

Please take note of the below changes to travel rules which will come into effect in October. These will make travel significantly easier, in particular short stays and weekend breaks.
 

SIMPLER RULES FOR TRAVEL TO THE UK FROM OCTOBER
From Monday 4 October 2021, the UK government will be relaxing rules for entry into the UK for fully vaccinated passengers who will no longer need a negative pre-departure COVID-19 test.

The same rules will apply for all children under the age of 18 at their time of arrival in the UK and who are resident in the United Kingdom, EU, Switzerland, the USA or one of the listed countries or territories with UK approved vaccination programmes.

You can find the UK Government’s official information regarding the rule changes which will apply from Monday 4 October 2021 here.

With effect from 4 October 2021, passengers entering the United Kingdom will be considered fully-vaccinated should they meet the following criteria:

  • They have received their full vaccine dosage at least 14 days before departure and they were vaccinated in the United Kingdom, EU, Switzerland, the USA or one of the listed countries or territories with UK approved vaccination programmes. Please note that passengers who have taken combinations of vaccine doses (e.g. one dose of the Astra Zeneca vaccine and one dose of the Pfizer vaccine) are now also recognised as fully vaccinated.

Or

  • They have documentation (in either digital or hard copy format) from a public health body to demonstrate that they are participating in an approved COVID-19 clinical vaccine trial in the US, Canada or Australia.

Please note that passengers are not considered fully vaccinated under English rules if they have not received their full vaccine dosage, even if they are in possession of a COVID recovery certificate. In such instances, passengers will be required to follow the rules which apply to unvaccinated passengers. Passengers who have received vaccines for which only one dose is required, such as the vaccine manufactured by Johnson & Johnson, will be considered fully vaccinated.

Before passengers travel to England they must:

After arriving in England passengers must:

  • Take their day 2 test
  • Passengers will not need to enter quarantine if they are fully vaccinated

For passengers who are not fully vaccinated, existing rules will apply. Find all the details in our “Travel to the UK” section of our COVID-19 information hub.

Exemptions from one or more of the COVID-related travel restrictions
Passengers may be exempt from some or all of the COVID-19 travel and entry requirements as a result of their profession. Passengers must be able to provide evidence that they qualify for exemption. Failure to do so may result in the imposition of a fine by the authorities.
Click here for further information.
 

TRAVEL TO THE NETHERLANDS
Since 22 September, rules are changing for passengers travelling to the Netherlands from the UK.
Fully vaccinated passengers are no longer required to self-quarantine on arrival.
Concerning minors aged between 13 and 18 years travelling from the UK to The Netherlands, since 29 September they don't need to provide proof of vaccination and are exempted from quarantine when accompanied by fully vaccinated parents/guardians.

Passengers who are not fully vaccinated still need to self-isolate for 10 days upon arrival.  This isolation period can be shortened by taking a test on day 5.

There are some exemptions to the quarantine rule.
Click here for further information.
 

REQUIRED DOCUMENTATION FOR TRAVEL TO AND FROM BELGIUM
All passengers aged 12 years and over (regardless of citizenship or residency) are legally required to complete a Passenger Locator Form online. The form must be completed online up to 48 hours before departure. As the UK is outside the Schengen area, all customers are required to complete the form regardless of their length of stay.

Passengers must ensure that they complete the form online before arriving at London St Pancras as they will be required to present the form, along with other required documents, in order to travel.

Belgian travel rules are now the same for passengers travelling from the whole of the UK

*Updated on 6 September 2021

We can advise that the same entry conditions for travel to Belgium now apply to all passengers travelling from the United Kingdom.

Customers who have been fully vaccinated in the EU, England, Wales, Northern Ireland, and now Scotland no longer need to take a PCR test before departure.
 

Fully vaccinated customers will still have to:

ALL passengers aged 12 years and over (regardless of citizenship or residency ) are legally required to complete a Passenger Locator Form online. The form must be completed online up to 48 hours before departure. As the UK is outside the Schengen area, all customers are required to complete the form regardless of their length of stay. Please ensure you complete the form online before arriving at London St Pancras. You will be required to present it along with other required documents in order to travel.

  • Self-isolate and get tested on day 1 or 2 following their arrival in Belgium. Once they receive a negative result, customers will no longer need to self-isolate
     
  • And get tested again on day 7 following their arrival in Belgium.


Amber list rules still apply to fully vaccinated customers returning from Belgium to the UK.
Please advise your customers to check all the latest travel restrictions and advice on our coronavirus information page and on relevant government websites before departure.

REQUIRED DOCUMENTATION FOR TRAVEL TO AND FROM BELGIUM
All passengers aged 12 years and over (regardless of citizenship or residency) are legally required to complete a Passenger Locator Form online. The form must be completed online up to 48 hours before departure. As the UK is outside the Schengen area, all customers are required to complete the form regardless of their length of stay.

Passengers must ensure that they complete the form online before arriving at London St Pancras as they will be required to present the form, along with other required documents, in order to travel.

Important information on travelling from The Netherlands to the UK

*Published on 27 July 2021

Important - If you’re using the Dutch government’s free COVID test scheme and the CoronaCheck app, please check all required details are included on your certificate. This must include the name and contact details of the place your test was taken.

Certificates without this information do not meet UK requirements and cannot be used to travel to the UK.

DISRUPTION PROCESS: VOYAGER BOOKINGS

*Updated on 22 February 2021

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 core destination bookings (i.e. London <> Paris, Lille, Brussels, Rotterdam, Amsterdam)

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

Disneyland Paris bookings

We’re sorry to let you know that we are cancelling our direct trains to and from Disneyland® Paris until Thursday 15th July 2021 included.

Trains will operate on the below dates only

July 2021

16th, 17th, 18th, 23rd, 24th, 25th, 30th & 31st

August 2021

1st, 6th, 7th, 8th, 13th, 14th, 15th, 20th, 21st,22nd, 27th, 28th, 29th & 30th

September 2021

3rd, 4th, 5th, 10th, 12th, 17th, 19th, 24th & 26th

Customers impacted by cancellations in the above period, will have one of the following options:

  • Exchange their ticket for a future departure date on our direct Disney service. Dates are available to book for the peak summer period from 16 July onwards into late 2021. You will be able to make this exchange in Voyager, our reservation system.
  • Exchange onto a direct train to Paris, subject to availability, for the same dates of travel (all passengers and all legs of the journey), with no fees or fare difference. You MUST CALL us to make this exchange on 03448 242 524
    Usually, connections are also available via Lille Europe, however, services from Lille are currently very limited. For these reasons, at this stage, we recommend re-booking customers via Paris.
  • Submit your clients’ tickets for cancellation – a credit note will then be added to your account.
  • Claim an eVoucher via eurostar.com. Vouchers will be valid for 12 months and can be used to rebook a trip to any of our destinations, including but not limited to Disneyland® Paris. Customers will not have to travel within those 12 months – they can book up to six months in advance on most of our routes. That means they will be able to travel up to spring 2022.

Usually, connections are also available via Lille Europe, however, services from Lille are currently very limited. For these reasons, at this stage, we recommend re-booking customers via Paris.

  • Submit your clients’ tickets for cancellation – a credit note will then be added to your account.

For any bookings made directly with Eurostar4agents

Please use the 'manage my booking' function where possible https://managebooking.eurostar.com/uk-en

Alternatively, you can call 03448 242 524

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

DISRUPTION PROCESS: GDS BOOKINGS

*Updated on 30 December 2021

Due to the ongoing pandemic, our GDS covid exchange policy was extended until 30th September 2021, rather than within a one year period as previously announced.

Any GDS-Air agents, booking through UK points of sale, with passengers with travel dates between 13th March 2020 and 30th September 2021 can either carry out a fee-free exchange before departure within the same PNR, or create a replacement booking before 30th June 2022. Please find more information here below:

  • Reissues can be completed within the same PNR before departure by doing an 'involuntary reissue' for bookings on cancelled trains.
  • Rebook the same booking class in a brand-new PNR on the new date if available.
  • All rebookings will need to be issued by 30th June 2022.
  • 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 Covid-19 in the notes box as the reason 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.

Access to wifi

Following an unprecedented fall in demand across the travel industry earlier this year, we made some temporary changes to simplify our business. This included the WiFi connectivity offered on board. We are pleased to say that WiFi is now available on board and is free throughout all classes of service.

Information for Business Premier and Standard Premier customers

*Updated: 02/09/2020*

Good news – from 7 September, our full offering will resume in Business Premier and Standard Premier. We’ve just made a few adjustments due to coronavirus.

  • Onboard catering will return on 7 September. All food will be served with lids on and we’ll provide cleaning kits, including hand gel and wipes.
  • Our Business Premier lounges and fast-track gates successfully reopened in August. Our lounges now only serve pre-packed food.
  • Taxi services are now available. Customers will be able to pick up a booking card in our Business Premier lounges before they board with details of how to book

We’ve also put in place a range of extra hygiene and social distancing measures. Wherever your clients visit next, we’ll be here to take them there with care.

IMPORTANT: Measures to help keep you safe on board

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.

Changes to special assistance, catering, luggage & bike services

*Updated: 02/09/2020*

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. 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.

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CATERING SERVICES

Many of the shops and restaurants at our stations are closed at the moment and we’re currently unable to serve food and drink on board. We'd recommend to bring refreshments with you, especially when the weather gets warm.Please note: it’s okay to bring liquids through security at all our stations.

Cafe Metropole, our onboard bar buffet and our catering services for Standard Premier and Business Premier will resume on 7 September 2020.

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.

KENT STATIONS

Our trains will no longer be stopping at Ebbsfleet International and Ashford International until 2022 at the earliest.

This has been a really difficult decision for us to make and we know this may have a considerable impact on your clients who travel to and from our Kent stations. 

With interest in international travel at an all-time low, there’s currently less demand for tickets to or from these stations. Given the continuing pressure this has put on our business, we need to focus on serving our busiest city centre stations.

If your clients are booked to travel from Ashford/Ebbsfleet, here is a list of options available for them:

1. Your client’s train is still running

  • They wish to travel: Their ticket will allow them to travel to or from St Pancras International instead. We have an arrangement in place with Southeastern which will allow your client to travel between Ebbsfleet or Ashford and St Pancras on one of their trains at no extra cost. They just need to show their Eurostar ticket to a member of the Southeastern team at either of the Kent stations or St Pancras. Please note: customers can only travel for no extra charge on the date shown on their Eurostar ticket. Your clients can find the latest Southeastern timetables here.
  • They wish to cancel their travel, the options are:
    • Request an e-voucher valid for 12 months from the date of travel on any of our routes.
    • Exchange onto new travel dates on the same route with no fees or fare difference.
      • Voyager: By creating a new booking (in the same class of service) and ticket as you would normally and send en email to eurostar4agents@eurostar.com with the previous and the new booking references and your Business / BAF account number
      • GDS: Rebook the same booking class in a brand-new PNR on the new date and apply for a refund of the original booking via the BSP link (more information on the how to is available at the bottom of this page in the article Disruption Process: GDS Bookings)
    • Submit your clients’ tickets for cancellation

2. Your client’s train is cancelled:

  • Request an e-voucher valid for 12 months from the date of travel on any of our routes.
  • Exchange onto new travel dates on the same route with no fees or fare difference.
    • Voyager: By creating a new booking (in the same class of service) and ticket as you would normally and send en email to eurostar4agents@eurostar.com with the previous and the new booking references and your Business / BAF account number
    • GDS: Rebook the same booking class in a brand-new PNR on the new date and apply for a refund of the original booking via the BSP link (more information on the how to is available at the bottom of this page in the article Disruption Process: GDS Bookings)
  • Submit your clients’ tickets for cancellation