“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.”
“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.”
“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.”
“Unbelievable I was late by 10 mins past the hour grace you are given, because the M25 was shut down and I had to use country lanes which everyone off the M25 was using too. I had to buy a ticket for 190 pounds to be able to get on the next available train, which was late ..... the irony is not lost on me!!! I contacted them and was told basically tough luck. This is an expensive service, with zero consideration. Hello Ferries.”
“Today we had a really poor experience. Over an hour late incredibly slow queues at passport control. I had a urinary tract infection and had no access to a toilet for over an hour and that was really distressing.
What I find incomprehensible is why when we are a B and find ourselves on later trains due to later letters being let in and not sent back. If later letters were made to wait we would have got through much quicker. It's really poor management.”
“New terms and conditions are a joke!
You now need to be checking 1 hour before you cross.
Failure to do so and you will have to buy a £200 day ticket!
New Terms and conditions should be displayed on the website front page and not tucked away after 3 clicks and downloading a PDF file!!!
My less than 24 hour round trip has now cost me £310!!!
Daylight robbery and a not very smart business plan... at least not in the long term!
I will never cross with eurotunell again!”
