Eurostar4Agents
Amended Timetable 19/03/2020 - 09/12/2020

Please be aware that we’ve reduced our timetable from 19/03/2020 - 09/12/2020 in response to increased border controls agreed by the French government and lower demand for travel.
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Ashford International, Ebbsfleet International and Calais Frethun are closed until further notice.
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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_

Please click here for more information.

Coronavirus-information

Taking you there with Care

*Updated 01/10//2020*

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

*updated: 12/11/2020*

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:

E-vouchers:

For all travel dates between Friday 13th March 2020 and Wednesday 16th December 2020, 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/#/

  • For travel up to 7th September :

    • E-vouchers for all trains (cancelled & running) must be claimed within 60 days after departure
      • They 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.
  • For travel from 8th September up to 16th December 2020:

    • E-vouchers for trains which were not cancelled must be claimed before midnight on the day before departure
      • E-vouchers are valid for a new reservation to be made on the Eurostar website up to 1st June 2021, and for a new journey within 180 days.
    • E-vouchers for cancelled trains must be claimed within 60 days after departure
      • They 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
  • For travel from 17th December 2020:

    • No e-vouchers for trains which were not cancelled
    • E-vouchers for cancelled trains must be claimed within 60 days after departure
      • They 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 up to 60 days after the initial booked departure

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 2020, 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 2020.
  • 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

For travel between 8th September and 16th December 2020:

  • If the train is cancelled: A free exchange
    • Free exchanges are possible in your booking tools between 3rd July and 30 November 2020.
  • If the train runs: An exchange without fees
    • An exchange without fees can be processed 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

Please note that free exchanges will only be activated in the system when we have a confirmed timetable for the relevant travel dates. We will communicate our timetable for this period with a minimum of 10 days notice here.

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

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

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

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.

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.

Within France: Travel Exemption Certificate

Travel Exemption Certificate: for those who are travelling to France, please note that when in France, everyone must complete and carry with them a Travel Exemption Certificate when leaving their homes or accommodation. If you don’t have access to a printer, you can copy and hand-write it on a blank piece of paper. You must then sign it and add your home address. Failure to do so may lead to a fine from the French authorities. Get more information and download the Travel Exemption Certificate here. Please visit Foreign & Commonwealth Office website to find the most up to date information.

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 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.

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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.

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 2020 - 07 January 2021.

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 for travel up until 07 January 2021 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

 

For any bookings made directly with Eurostar4agents

*EXCHANGE WITHOUT FEE AS A RESULT OF CANCELLATIONS LINKED TO 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

*Updated: 12/11/2020*

Please find the instructions for GDS users here below.


  • Passengers with bookings, for journeys between Friday 13 March until Wednesday 16 December 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).
  • Rebookings can be completed within the same PNR before departure by doing an 'involutary reissue'.
  • 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.