Special Assistance guide
Contents
1. SPECIAL ASSISTANCE WHILE YOU RE TRAVELLING WITH EUROSTAR ls EUROSTAR MAKING YOUR JOURNEY SIMPLER At Eurostar we believe that everyone who travels with us should have a smooth seamless and stress free journey We know that travel can be a bit complicated for some of our customers so we ve created this guide to let you know how we can lend a hand from booking your tickets to arriving at your destination Read on to find out what kind of assistance our team can provide how to request it and how you can help us do what s right for you If you d like to know more our Disabled People s Protection Policy is on eurostar com for you T 5 HOW AND WHERE WE CAN 4 LUGGAGE AND 5 BEFORE YOU IRAVEL nrbe esae P ua VE UNE PEU CHEER 6 THE 7 ON THE RAIN scribo 9 TICKETS AND FARES SE CE NN E ERES ERU VI dE a2 TRAVELLING WITH LITTLE ONES 16 CAR PARKING AND 5 17 CONNECTING TO THE REST OF EUROPE 18 DISRUPTIONS ovssssesVFEaSTERUE TE OF EVESVPESER OE CPU M PFESRPENEFLENS PR PUE IPS eo TELCOS VVHAT YOU THINK sscsississctevsccsvesessent2. 1 805 159 357 msz bahn de You ll just need to book at least 48 hours before you travel WHEELCHAIR AND COMPANION BOOKINGS FOR ONWARD CONNECTIONS There are various differences between the booking systems used by us and other train operators which means we re not able to reserve dedicated wheelchair or companion fares with other train companies for you So if you re making a journey that involves connecting with a non Eurostar train company it s a good idea to contact Rail Europe on 44 0 844 848 4064 DISRUPTION If there s a delay or disruption to our services we ll always do our best to keep you updated with accurate and relevant information Of course when we need to we ll always give particular care and consideration to travellers who need special assistance Having said this it s not always easy for our staff to do this proactively particularly during a major disruption So don t hesitate to let us know if you need something or if things become uncomfortable for you at any point whether you re onboard the train or in one of our stations TELL US WHAT YOU THINK All our staff are extensively trained when they join Eurostar and throughout their time with us We make sure that staff who interact with our travellers get the right disability awareness training Of course we re always working to improve our services and that s where we d like to hear from you You can talk to us about any as
3. t need a ticket and you can take one child per paying adult Remember because they don t have a ticket they won t have a seat so on busy trains they might need to sit on a grown up s lap You can find out about child fares ages 4 11 at eurostar com PREGNANT WOMEN While there are no restrictions at all for pregnant women travelling with us just remember that all our travellers need to pass through an X ray machine for security checks Our X ray machines are certified to be harmless to pregnant women but of course you re welcome to request a manual search by one of the security team instead Just to let you know if the hand held metal detector used by our security staff detects metal on you they might need to do a private search and you can request a private area for this While we don t have special meal options for pregnant women in Standard Premier and Business Premier there s plenty of choice in our bar buffet and you re welcome to bring your own food and drink with you If you have any pregnancy related concerns about your journey it s best to check with your regular doctor before booking your trip CAR PARKING AND ACCESS All our stations are accessible by car and have car parking available You can find out more about parking including prices in the FAOs section of eurostar com STATIONS London St Pancras International CP Plus 2536 74 Ashford Internation
4. your dog on the train If you re travelling with a guide or assistance dog remember that you ll need to show specific documents when you re leaving or entering the UK If you don t have these your guide or assistance dog may have to be put in quarantine It s entirely up to you to make sure that you have all the necessary documents with you For detailed information contact DEFRA Department for Environment Food and Rural Affairs PETS HELPLINE 44 0 870 241 1710 Monday to Friday 8am 6pm UK time closed Bank Holidays www defra gov uk wildlife pets pets travel pets Email pettravel ahvla gsi gov uk Fax 44 0 1245 458749 You can book your journey with a guide or assistance dog in our stations or by calling our Contact Centre on 44 0 8432 186 186 TRAVELLING WITH LITTLE ONES If you re travelling with babies or kids and need a bit more space you might want to book your seats in one of our family sections in carriages 1 and 18 These sections have smaller tables so you ve got more room for any equipment you might be travelling with or just some extra space for the kids to play in The family sections are also near to the onboard baby changing facilities in the same carriages You re welcome to take one pram and or car seat with you for each child but whatever you take needs to be foldable so you can stow it away during your journey Little ones under four years old at the time of travel won
5. ESS PREMIER 25 SEATS To London To Paris Brussels A Saloon doors excluding coach 9 10 toilet end 640mm B Saloon door coach 9 10 toilet end 740mm C Coach 9 10 toilet disabled toilet 720mm D External access doors 845mm E Standard Premier Business Premier aisle width between seats 550mm WHEELCHAIR SPACE DIMENSIONS F Width 720mm G Depth from partition wall to back of seat in front 1226mm Once you re onboard we hope you ll be able to relax and enjoy the journey There are a few extra things to remember which might make your trip with us a bit smoother STAYING IN THE LOOP Our train managers make regular announcements including safety information There are leaflets about onboard safety at the ends of each carriage If there s a service disruption our onboard staff will always do their best to keep you updated with any relevant or important information If the information isn t clear perhaps due to a hearing impairment then don t hesitate to ask a member of onboard staff who can always be found in the bar buffet in carriages 6 and 13 TOILETS You ll find these between each carriage as well as baby changing facilities in coaches 1 and 18 Larger wheelchair accessible toilets are in coaches 9 and 10 next to our two adapted wheelchair spaces 53 ON THE TRAIN FOOD AND DRINKS HELP ONBOARD In our Standard Premier and Business Our
6. RTERS We have porters in London St Pancras International Paris Gare du Nord and Lille Europe stations It s a paid service and subject to certain conditions It s important to remember that porters can t be pre booked or guaranteed although rest assured that our disabled and mobility restricted travellers will always take priority T BEFORE YOU TRAVEL MAKING A BOOKING You can book tickets including dedicated wheelchair and companion spaces on eurostar com in our stations or by calling us on 44 0 8432 186 186 Then just call us on the same number at least 48 hours before your trip to let us know about any help you ll need during your Eurostar journey ON THE DAY If you need some help during your journey it s best to arrive at least an hour before your train departs so our team can give you a helping hand as soon as possible FIND OUT MORE Our website is full of information about special assistance but if you d prefer to talk things over with a member of our team just get in touch on 44 0 8432 186 186 or by emailing us at contactus eurostar com AT THE STATION On your travel day it s best to arrive around 60 minutes before your train s departure time That gives you the usual 30 minutes to check in plus an extra 30 minutes for us to give you a helping hand That way you won t have to rush and there ll be no worry about missing your train Each station has a designated assistance
7. TIONAL Eurostar check in Fulltime PARIS GARE DU NORD Eurostar check in Fulltime BRUSSELS GARE DE MIDI Eurostar check in me LILLE EUROPE Eurostar check in Fulltime er NB NIS FRETHUN Ticket office or Eurostar check in Fulltime DISNEYLAND MARNE LA VALL E SNCF information desk or Eurostar check in ime Yes Yes Yes Yes Yes Yes Yes radar key not needed radar key not needed radar key not needed radar key not needed radar key not needed radar key not needed radar key not needed Ticket counter and Ticket counter and Ticket counter and Ticket counter and Ticket counter Ticket counter Ticket counter e ticket machines e ticket machines e ticket machines e ticket machines mam Next to the west entrance exit Yes all doors X Eurostar entrance Yes all doors Rue de Dunkerque Rue de Maubeuge Yes but not all doors Place Horta Yes all doors Bd de Turin opposite the Suite Hotel Yes all doors Station entrance Yes all doors Eurostar ticket counters are unglazed to aid communication so induction loops are not installed Place des passagers du Vent at the front of the station Yes all doors ON THE TRAIN Here s a diagram of the onboard dimensions for coach 10 with one of our wheelchair spaces The other wheelchair space is in carriage 9 which is a mirror image of the arrangement below COACH 10 STANDARD PREMIER BUSIN
8. TS AND FARES COMPANION FARES If you re booking a Wheelchair User ticket and you d like to take a companion with you they ll get the same reduced fare They ll sit with you and be served a meal as well To be eligible both the wheelchair user and the companion will need to travel together on all parts of their Eurostar journey If you have a visual or hearing impairment and need someone to travel with you your companion can travel for a reduced fare Since you ll be able to sit in a regular seat if you re not in a wheelchair you can choose your class of travel paying the usual full fare and your companion can travel at the same price as a wheelchair user s companion If you need to book a companion fare you ll need to do it through our Contact Centre by calling 44 0 8432 186 186 To find out more about fares go to eurostar com TICKETS AND FARES MOBILITY SCOOTERS If you need to travel with a mobility scooter we can put it safely in one of the train s luggage holds for you at no extra cost Scooters that use combustible fuel won t be allowed on any Eurostar train only battery operated ones can travel with us For scooters to access our platforms and trains in lifts and on ramps they ll need to be no more than 1 metre wide We can help you board and disembark the train but we may ask you to operate the scooter yourself as models vary and our team might not be familiar with yours It s importa
9. al Paris Gare du Nord Lille Europe i Calais Fr thun Disneyland Marne la Vall e Brussels Gare de Midi OPERATED BY TOTAL NUMBER DISABLED BAYS ACCESSIBLE OF SPACES SET DOWN AND PICK UP POINT Next to the west entrance exit Rue de Dunkerque Bd de Turin opposite the Suite Hotel Free public car park Unknown Unknown Station entrance next to the station ES Place des passagers du Vent ntemational EN NN 8 CONNECTING TO THE REST OF EUROPE While we re always available to lend a helping hand on the Eurostar part of your journey we won t be able to arrange help for you on other parts of your trip For this all you ll need to do is contact the relevant train company and make the arrangements with them directly We re currently working on new ways to make things seamless for connecting customers who need assistance during their journey but in the meantime here s some information that might come in useful UK For train connections the system used in the UK is called Passenger Assist and train operators record and communicate assistance requests through it The system gives customers a confirmation email together with a reference for the request Bookings are then passed to stations and local rail staff To arrange assistance on a train in the UK call National Rail Enquiries 44 0 8457 48 49 50 or the individual train company 24 hours before your journey The system can bo
10. case by case basis and send you an approval letter which you ll need to carry at all times during your journey and present at the security check TICKETS AND FARES WHEELCHAIR USERS Reduced wheelchair user fares are specially for customers who are unable to walk 200 metres unaided and need to travel in their own wheelchair To make sure you have enough space to be perfectly comfortable and in line with Eurotunnel safety policies we can carry up to two wheelchair users per train on a Wheelchair User fare We have specially adapted wheelchair spaces on each of our trains either in Standard Premier or Business Premier class We ll serve you a meal and drinks at your seat and your wheelchair space will be near wheelchair accessible toilets There ll also be a ramp Eurostar staff will help you when you board and leave the train Don t worry although our wheelchair spaces are in Standard Premier and Business Premier you won t have to pay first class prices for them We ve fixed our Wheelchair User prices at the lowest priced Standard class fare If you don t normally use a wheelchair but won t be able to walk far enough to get to or from the train unassisted we can help you We can also provide a wheelchair to get you to the train although you ll need to be able to walk from the door to your seat and sit in a regular seat throughout your journey There s no special fare available in this case TICKE
11. eccosscswaveseses eo ALTERNATIVE FORMA OS Gioia ao FERa va ERE E eA PEE OE pP PE el GET IN TOUCH TAM EUN ARE el T HOW AND WHERE WE CAN HELP OUR TEAMS ARE TRAINED TO HELP TRAVELLERS WHO HAVE Wheelchairs Mobility problems Visual impairment and blindness Hearing impairment and deafness e Mental impairment WE RE ALSO TRAINED TO HELP e Pregnant women e Parents with babies and small children e Elderly people YOU LL FIND ASSISTANCE AT ALL OUR STATIONS THAT INCLUDES e London St Pancras International e Ebbsfleet International e Ashford International Paris Gare du Nord Brussels Gare de Midi e Lille Europe Calais Fr thun Disneyland Paris Marne la Vall e LUGGAGE AND PORTERS LUGGAGE LIMITS Each adult can take up to two bags each up to 85cm at its maximum length and one small item of hand luggage Children over 4 years old can travel with one bag again up to 85cm at its maximum length and one piece of hand luggage At London St Pancras International there s a weight limit of 25kg per bag if you ll need luggage assistance In French stations the weight limit for luggage assistance is 18kg per bag For anything heavier or larger than the allowances above you can use our registered luggage service EuroDespatch To find out more take a look at our luggage pages on eurostar com PO
12. nt to get in touch with the EuroDespatch Centre before you travel to make sure there s enough space available in the luggage hold on the train you re travelling on EURODESPATCH CENTRE AT ST PANCRAS INTERNATIONAL TEL 44 0 844 822 5822 OPEN DAILY FROM 07 00 TO 22 00 UK TIME GEOPARTS AT PARIS GARE DU NORD 112 RUE DE MAUBEUGE 75010 PARIS TEL 33 0 155 3158 33 MONDAY TO FRIDAY 07 00 TO 21 00 SATURDAY 06 00 TO 23 00 SUNDAY 07 00 TO 23 00 CONTINENTAL TIME BRUSSELS SOUTH REGISTER OR COLLECT YOUR LUGGAGE TEL 32 0 2 224 88 62 OPEN DAILY FROM 06 00 TO 22 00 CONTINENTAL TIME TICKETS AND FARES GUIDE AND ASSISTANCE DOGS Registered guide and assistance dogs are very welcome on these Eurostar routes LONDON amp EBBSFLEET lt PARIS LONDON amp EBBSFLEET lt BRUSSELS LONDON amp EBBSFLEET lt LILLE LONDON amp EBBSFLEET lt CALAIS If you have a registered guide or assistance dog you can board the train from Ashford International but you ll only be able to return to the UK via London St Pancras International or Ebbsfleet International This is because the authorities can only carry out their checks at London St Pancras International and Ebbsfleet International at the moment For safety reasons only four guide or assistance dogs can travel on each Eurostar train So if you re travelling with a guide or assistance dog but didn t mention it when booking we may not have room for you and
13. ok one off journeys or a series of frequently made journeys Once you re registered on the system your details can be shared with other UK train companies If you re taking a taxi most black cabs in London are equipped with ramps and are accessible for wheelchair users FRANCE The assistance service in France is Acces Plus Tel 33 0 8 90 64 06 50 Fax 33 0 8 25 82 59 57 accesplus sncf fr You ll just need to book at least 48 hours before you travel and you can find out more at www accessibilite sncf com Our preferred taxi partner in Paris is G7 Taxis 33 0 1 47 39 00 91 who are able to provide accessible taxi services around the clock CONNECTING TO THE REST OF EUROPE BELGIUM Assistance requests for Belgian rail services need to be made at least 48 hours before you travel and the number to call is 32 0 2 528 28 28 In Brussels Taxis Verts 32 0 2 349 49 49 offer a fully accessible taxi service around the clock NETHERLANDS The assistance service in the Netherlands is Service Centrale and you can call them on 31 0 3 02 35 78 22 You ll need to arrange this at least 48 hours before you travel SWITZERLAND The Swiss rail operator SBB offers an assistance service which needs to be booked at least 48 hours before you travel Tel 41 0 51 225 78 44 mobil sbb ch GERMANY The assistance service in Germany is Mobilitatsservice Zentrale Tel 49 0 1 805 512 512 Fax 49 0
14. onboard team is always available Premier carriages we serve your meals to advise and help as best they can and drinks to you at your seat although they re not trained carers In Standard we have two bar buffet so they won t be able to assist you carriages in coaches 6 and 13 selling with feeding administering medicine drinks snacks and meals If you d like or toilet visits something from the bar buffet but can t get there just ask one of the Train Managers when they walk by Of course you re welcome to bring your own food and drink onboard as well There are no restrictions on this except when it comes to the quantity of alcohol that can be carried per person Just check our Conditions of Carriage to find out more ON THE TRAIN CARRYING MEDICAL EQUIPMENT Our regulations on carrying certain items and substances are fairly strict If you need to travel with specialist medical equipment let us know what you need to carry before you travel to make sure you ll be able to take it with you You can find lots more on eurostar com in the FAQs section as well as in our Conditions of Carriage In some cases you Il have to provide a formal confirmation of your need to travel with specialist equipment Or it might be that you can carry some of the equipment but only in the train s luggage hold It s important to call our Contact Centre and let them know well before the day you travel We ll consider each request on a
15. pect of your journey using the details at the end of this guide We also keep track of our performance through daily reports and monthly customer feedback We take every customer comment into account whether it s something that hasn t gone well or praise for a team member who delivered a particularly good service ALTERNATIVE FORMATS Alternative versions of this guide are available on eurostar com in large print and audio formats A hard copy or Braille version of the guide can be requested in our stations or by calling our team on 08432 186 186 GET IN TOUCH BOOKINGS AND GENERAL ENQUIRIES Our UK based Contact Centre teams are available from 08 00 until 19 00 from Monday to Friday and from 09 00 until 17 00 at weekends and bank holidays UK time We have English French and Dutch speaking advisors on the team Call us on 08432 186 186 or from outside the UK on 44 1233 617 575 Or send us an email at contactus eurostar com FEEDBACK ON YOUR JOURNEY If you have feedback on any aspect of your journey our Traveller Care team would love to hear from you You can send an email to traveller care eurostar com or call them on the numbers below From the UK 01777 777 879 From France 01 70 70 60 99 From Belgium 02 400 67 76 21 T
16. welcome point see the table on the next page and that s where you ll need to go as soon as you arrive Tell our team that you ll need assistance and then talk us through what kind of help you d like us to provide Every traveller is different so we d like to know exactly how we can help you best If you need a helping hand to get to the welcome point we suggest that you arrange this with the transport operator yourre travelling with to your departure station whether it s by train bus taxi or with a friend or family member If you re arriving by car or taxi at one of the set down points see the table on the next page and someone can get to the welcome point to let us know you ve arrived we ll gladly come to you and help you to the welcome point AT THE STATION Welcome point Staff availability Step free from concourse to platform Seating in departure lounge Accessible toilets Ticket facilities Customer announcements Places to buy food before check in Places to buy food after check in Wheelchair available Ramp for train access Induction loops Accessible set down and pick up point Automatic doors LONDON ST PANCRAS Assistance desk at Eurostar check in Full time Yes Yes radar key not needed Ticket counter and e ticket machines Yes Yes Yes Pancras Road Yes all doors EBBSFLEET INTERNATIONAL Eurostar check in ASHFORD INTERNA
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