“I've been a loyal LeShuttle customer for years and have always recommended your service to family and friends visiting us. I genuinely loved using LeShuttle and acted as an unofficial ambassador, convincing many people to choose you over the ferry options.
However, my recent experience on July 22nd, 2025 (booking reference 92445188) has really made me reconsider future travel options.
We arrived at 13:30 for our 11:53 departure - 1 hour 40 minutes late. For years, we've always had a 2-hour flexibility window either side, which was one of the main reasons we chose LeShuttle, especially when traveling with our 3.5-month-old baby. We were never properly informed that this policy had changed in March 2025 to just 1 hour for standard tickets.
What made this particularly frustrating was being forced to pay €291 for a completely new full-price ticket when the car park was practically empty on a Tuesday lunchtime. This was the same cost as our entire original return journey! Even your staff member at the counter said the situation wasn't fair and suggested we write to customer services.
I sent my complaint on July 23rd and didn't receive a response until August 13th - that's three weeks for customer service. When the reply finally came, it simply stated we had "accepted the terms and conditions" without any acknowledgment that this significant policy change wasn't adequately communicated to existing customers.
Having spent thousands of euros using your service over the years, I was hoping for some understanding or flexibility given our circumstances and loyalty. Instead, there was no consideration for the fact that we're regular customers who weren't aware of the policy change.
I can no longer recommend LeShuttle with confidence and will be sharing this experience with others. You've lost not just our future business, but also the referrals I used to provide. I'm now looking into alternative ferry services.
It's disappointing when a company you've trusted for years treats loyal customers this way.”
“I arrived only minutes late due to traffic, yet was told my ticket had “expired.” I was then forced to pay an outrageous £218 for a one-way ticket. To make matters worse, I was informed that my return ticket was now also void.
This is beyond unacceptable. I had been travelling for hours with a disabled child and two more young kids, only to be met with zero understanding, zero compassion, and an appalling lack of basic customer service.
The way I was treated was absolutely disgraceful, heartless, and deeply disappointing. No family—especially one travelling with a disabled child—should be subjected to such inhumane and exploitative treatment.”
“Just so badly managed. We arrive super early expecting it it to be busy. They say border control
Is 30 minutes and hold us from boarding. Border control takes over and hour and we miss our train AND the one after it. Nobody communicates nobody cares. Drive into a train not even knowing what time it’s leaving. Never again when it’s high season. Just useless.”
“Always happy with Eurotunnel... twice a year visit to France and back, never had a delay or issue. There are often some queues for passport control but just factor that into your plans... how is this different from an airport? Also if you are early there is often the option for an earlier train which i think is a brilliant perk and very clever of the technology to enable this.”
“I’ve been using the Eurotunnel for years and was always used to a bit of flexibility around arrival times. Without clear communication, they’ve now changed the rules: if you arrive less than 1 hour before your booked departure, your entire ticket becomes void — including the return.
No warning, no grace period, no option to board a later train. Just locked out by the system.
The result? Fully paid ticket refused. No goodwill, no support, no solution offered.
This is not how you treat loyal customers. If this is the new standard, many will simply choose the ferry or the plane.”
“Yet again over an hour delay, sitting on the car with the sun beating down on us. Apparently, again, technical issues - yet, as usual, the French side is moving fine.”
“The new terms and conditions are a thinly disguised money grab. We arrived 5 minutes late because of an accident near Ashford. Charged £200 for a single to get home to France, even though the “service” was two hours late. We have been using Eurotunnel several times a year since it opened in 1994 and probably won’t in the future. By the way, the new T&Cs are cunningly hidden, a bit like in Hitchhikers Guide, in the basement, behind the sewage pump in the room marked ‘Beware of the leopard’”
“We used Le Shuttle for the first time on our recent holiday AND WE WILL NEVER USE THEM AGAIN.
Delayed for HOURS, information given was repeatedly wrong and regularly changed, different excuses for the delay.
Arrived back in Folkstone so late we couldn't do the drive home and had to sleep in a car park.
Complained online, but not holding our breath for a sensible reply with compensation.
We're going back to the Ferry next year.
I only gave one Star because it's the lowest you can give, THEY DON'T DESERVE ANY STARS.”
“Constantly delay the train to France that we are scheduled for, up to two hours extra in queues. Three trips in six months and the same scenario each time. I think the firm is simply delaying trains that aren't full and packing them so as to save money on trips. It's a pity they resort to this when people choose a time for a train and pay for that time...”
“Appalling disconnects. Turn up buy full price ticket for next train 15.45... told to proceed.... Wait in q untill 15.55 and go to front q to see young man who knew more than the ticket desk 30 mins earlier.... Aha yes young man said, there was "an incident " in France earlier so all trains delayed. Funny that the ticket office didn't know about delay. Looks like we will travel an hour and a half after our ticked time due to chaos management! Disgraceful management or lack of. Thank goodness Le Shuttle don't run airports”
“Terrible new Ts and ace that they will shamelessly throw at you when they don’t have to and could show a loyal customer a goodwill gesture. If they make you 4hrs late you get nothing but if you are 1hr late you pay £200 for a whole new ticket. Never again.”
“They pulled me over to check my car and instead I got my driver side window broken.i have missed my train as well.
Useless and unprofessional management and stuff!”
“Very disappointed, we have return trip booked for July but sadly husband has recently been diagnosed with cancer, rectum removed last week and colostomy bag fitted. Only just now out of hospital, long recovery period ahead. Unable to travel anywhere July and upon speaking to leshuttle yesterday they will not refund. We will be unable to travel before cut off period in December if we rebook which they suggested.. I offered to provide medical docs outlining severity of the medical situation with no luck, they weren’t interested. We won’t be physically able to travel this year sadly. I did feel they were dismissive and feel rather understandably saddened as do the children and we have now lost £320.”
“They changed their t&c's and no longer allow you to arrive upto 2 hrs after your booking.
On certain bookings they will cancell your ticket if you arrive less then 1 hr before your booked departure.
Needles to say that they will delay your booking on occasions but you can't cancell them....
Save yourself agony and take the ferry, cheaper and much more flexible.”
“Totaal gedesorganiseerd en niet voorbereid op vakantiedrukte. Je zou verwachten dat ze weten hoeveel mensen geboekt hebben en hun organisatie daar op afstemmen. Niet dus. Ruim op tijd aangekomen (80 minuten voor voorzien vertrek) en dan nog maar 60 minuten na het voorziene vertrek uur effectief vertrokken. Een echte domper op de vakantiestemming.”
