Eurostar4Agents
Amended Timetable 19/03/2020 - 06/06/2020

Please be aware that we’ve reduced our timetable from 19/03/2020 - 06/06/2020 in response to increased border controls agreed by the French government and lower demand for travel.
---
Ashford International, Ebbsfleet International, Calais Frethun and Lille Europe are closed until further notice.
---
Please follow this link to access the timetable 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

DISRUPTION PROCESS: VOYAGER BOOKINGS

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

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

*EXCHANGE WITHOUT FEE  AND WITH NO FARE DIFFERENCE, AS A RESULT OF CORONAVIRUS:

Passengers must have a booked journey to travel between Monday 16 March and Saturday 01 August 2020 inclusive to be eligible.

Option 1 for Voyager/API : Passengers wanting to travel within 180 days

As a temporary functionality, due to the Coronavirus situation,  Voyager and API portals now allow exchanges within 180 days after the date of travel, to rebook for a new travel date within 180 days after the rebooking date.

Option 2 for Voyager/API: Passengers wanting to travel outside of 180 days

Agents with passengers travelling outside of the 180-day period will need to refund the original booking via the BAF account by sending an e-mail to our Trade Support team on trade.support@eurostar.com , and rebook using a new PNR. When submitting the request to Trade Support, please quote the new PNR.

Our timetables are currently being reviewed daily and you will not be able to change a booking until they’re confirmed.
No fare difference or exchange fee will be charged.

16th March – 31st May : No fees or fare difference : applicable to cancelled trains only.

1st June – 1st August : No fees or fare difference, applicable across all trains.

This policy applies to direct booking between London/Ebbsfleet/Ashford and Lille/Paris/Brussels/Rotterdam/Amsterdam bookings only.

-

Information for Disney, ski and through fares:

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

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

Options 1 and 2 (as per above) are applicable.

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.

If your customers have a through fare 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.

If your customers have a ski booking

Options 1 and 2 (as per above) are applicable. With option 1, 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 Monday 16 March until Saturday 01 August 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.

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.

Special Assistance in the UK, French and Belgian stations

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.
  • In Paris and Brussels, all customers must wear a face mask at all times due to measures imposed by the French and Belgian governments. In London, a mask must be worn after passport control.
  • 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.

Essential info for entry into France

From Monday 6 April 2020, any person travelling between the UK and France (regardless of the nationality) must be in possession of a fully completed form to confirm if their journey is necessary.

International travel certificate to mainland France : to be found here

As from Thursday 28 May 2020, this form also includes a sworn statement of absence of Covid-19 symptoms.


If the passenger does not have access to a printer, please advise to hand-write the wording of the form on a blank piece of paper, sign it and add their home address on the back, as they may be asked to show them.

Failure to do so may lead to a fine from the French authorities.

Please note that at this time, UK and non-EU citizens can continue to travel back to the UK.

Travel restrictions to the EU

Following the French Government’s decision to tighten border controls due to coronavirus, further travel restrictions have been introduced with immediate effect. These mean that passengers will only be allowed to cross the border into mainland Europe if they are:

  • EU citizens of mainland continental Europe returning home to their main residence
  • UK & Non-EU citizens with a residency permit in an EU country
  • Essential workers – please check with your consulate if you think you might fall into this category


Please check carefully government advice before travelling as you may be turned away by French and Belgian authorities, either on departure or on arrival, if you don’t have good reason to travel.

Changes to our catering services

In line with Governmental advice and legislation related to the COVID 19 outbreak in France and Belgium 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.