“Tried the tunnel again as the price seemed ok for a weekend return (I travel at least twice a month France/UK). Joke, 10 min late, asked to buy another ticket for the next availability (In 2 hours, when the place was empty) for £198!!!! almost double what I had already spent, got in touch with P and O instead for a single back to France. They had great service, squeezed me onto the next sailing on a short notice single for about £70. Will never spend a single £ with Eurotunnel or "le Shittle" whatever they are calling themselves these days. Lost another client, but they don't seem to care how many people they rip off. I will however do my upmost to inform as many people as possible about their so called service and any visitors here will be advised to use the ferry.”
“As always delayed. No reason other than over subscribed. You take the money for an offer of service and FAIL every time I use your service.
French customs rude, English (AKA British) slow, like so many kiosks and usually 50% closed. 3 hours from arrival to boarding.
Disorganised and made worse by Flexi plus, sell a train full then allow who pays more to push in and create a longer queue for those who have arrived on time for their agreed and purchased crossing.”
“I had booked a return for myself and my motorcycle and then due to ill health had to cancel a week before departure which I did online and I received a confirmation email. When I enquired about when to expect a refund of my GBP136 they said it would take 14 working days. After 18 working days I phoned their helpline and waited over an hour holding only to be told that there was no refund due to the nature of the ticket and that I should have phoned in before cancelling to see if my circumstances could have changed that. Quite simply it's theft in broad daylight.”
“Check in was okay, delayed by hours everytime we go. Badly managed and we even though we book a slot it seems to mean nothing. Just hours of waiting seeing if we will get on”
“We usually travel by ferry but had to get back home as quickly as possible today due to a family emergency so booked on Eurotunnel instead. What a mistake! We've already been waiting in line for over 2 hours with no end in sight. It’s more expensive, longer and less fun than the ferry....”
“Mayhem on Saturday 23rd May 2026 and Le Shuttle falsely claiming that problems were caused by new passport control procedures when in fact it was a total breakdown in their timing/boarding procedure. The new passport control system was NOT in use and was totally closed. There was a huge queue to get onto the departure site delaying everyone. Once through people parked in the waiting area waiting to be called to proceed to boarding. In no time, the car park was full and cars could no longer wait in this area and had to proceed to boarding. Parked cars were blocked from leaving when informed to proceed to boarding. Mayhem ! Le shuttle then abandoned their timed boarding procedure and it was an angry free for all and long delays for everyone. Very poor of Eurotunnel Le Shuttle to falsely claim problems due to passport control when this was working efficiently at both UK & French booths. The real problem was because Eurotunnel allowed too many cars into the holding area. Very disappointed as Eurotunnel usually so efficient.”
“Terrible organisation getting through customs on the French side. You’d think Eurotunnel would have learned to better manage lanes by now, after seeing the same problems happen year after year. Honestly, it’s unbelievable.”
“The eurotunnel website seems to be one of the most difficult websites I have ever used.
Very frustrating.
Then I thought maybe I'd Google to call to ask about availability, I was then on their Web page that informed me that if I dare ask a human to help with my booking that eurotunnel make a "Creation charge" of £20 for each booking.
I run a small business & I'm 99% confident in saying that if every time a customer calls me, I charged them £20 - just to speak to a human, I'd have no business left.
Therefore Goodbye Eurotunnel, Hello P&O ferries, which we found is also far better value too.
Well done eurotunnel - Another customer lost.”
“Appalling treatment of passengers at Folkestone terminal on Monday 25 May. We were left for hours in blazing temperatures with no explanation and no shade. I spent 7 hours after arriving at 11am. Once through the initial gate, you are trapped inside the terminal, and no-one mentions the delays when you check in. I have been a regular user, but it is so unreliable and such an unpleasant experience that I'll be looking for an alternative for my next trip.”
“Delayed more than three hours on Monday, May 25 in 33° heat. The situation was chaotic and yet again ‘technical issues’ were blamed. Externally, the trains of a dirtiest I’ve ever seen in the world and the interiors are also looking tired.”
“I work in the service station, and I was there the night of the 30/12/25, when both tunnels stopped working. I just wanted to go on record to say how poorly the whole thing was handled. No refunds (to my knowledge), still let people in without telling them any of the issues going on, gave out a bunch of crappy drink vouchers (that were only water, tea, and black coffee mind you) , and left 100's of people literally sitting on the floor because there was NO SEATING. I worked 14 and a half hours on that day, and it really struck home to me about how horrible the management is. We are literally EUROTUNNEL STAFF and we weren't told a bloody thing, we had to find out info on the news! Once we finally closed I had to stand at the door for an hour driving people away, most were at least civil about it, whereas many others were spiteful and rude. The poor passengers had to wait for many more hours after that to finally get going again, with some getting away at 1 in the bloody morning!!
The management here is a joke, don't travel on bank holidays or peak holiday seasons because you WILL be delayed by at the latest 2 hours.”
“Mainly the experience getting through to the station. Due to the farage brexit UK citizens are treated terribly. Longer queues and comical passport control. More chaos at security.”
“As always as soon as there are a few people using the service it can’t cope.
We have the misfortune of using it quite regularly and it is an awful service it really is. Now ridiculously expensive and a very poor experience
Never use it for holidays like Easter and bank holidays - you are almost guaranteed to have big delays”
“We were delayed reaching the terminal because my mother-in-law was injured in an accident at a petrol station en route — she required immediate assistance. When we arrived, our original ticket had expired and we were required to buy a new one at significantly higher cost. I understood the policy at the time and paid without complaint.
What followed was two months of correspondence seeking a partial goodwill refund — not a full refund, just the fare difference. LeShuttle's response at every stage was a copy-paste of their T&Cs, a suggestion to claim via travel insurance (the excess exceeds the fare difference — their own staff couldn't do that arithmetic), and a final position that making any exception, even in a documented medical emergency, would "undermine the integrity of the ticket structure."
No flexibility. No discretion. No acknowledgement that charging two full fares for one vehicle crossing a medical emergency caused is anything other than standard procedure.
I've used LeShuttle for years. That relationship is now over. If you're travelling with anyone who might conceivably face an emergency, know that this company's policy is to profit from it.”
“We were caught up in the power outage issue 30/12/25. Communication by Le Shuttle extremely poor - the boards just kept changing and the “live update” page was totally inaccurate and not current! We had to queue for an hour or more to check in as Le Shuttle was advising - told as our boarding card was issued that there was a 3hr delay but as soon as we cld see a board there was at least a 6hr delay!! Absolute chaos as cars were block parked a long way from the terminal! V long story short - we got one a drinks voucher each (queued for nearly 1hr to get drink voucher then had to wait over half hour to get the drinks!!) then spent the night in our car in freezing wet weather. We arrived soon after 8pm to chk in for our 9.41pm train. Finally chkd in at approx 9pm. Finally got parked near the terminal after 10pm. Stayed in car all night - finally called @ 6.30am for 7.20am departure. Took 15 mins to get thru French border control then an hour to get through British border control only to find train already running half hour later when we got to the loading car park! Finally loaded and left 8am approx!! We were treated like innate freight rather than humans - totally unacceptable.”
“30.12.2025 - train stuck in tunnel, these things happen. However the management of this incident has been one of the most ridiculous I have ever experienced, trapped inside the terminal with no way of getting out to seek alternative transport, continue to allow check in, until terminal was so full that exits were blocked, information was non existent, and train delayed 6 hours. Utterly disgusting and unacceptable behaviour from a transport service, would seriously consider ferry in the future again after this experience, may be slower but a far more reliable service and overall bettrr management. A -5 star would be still too generous 🤬”
“I made a booking, wanted to change the departure time less than 24 hours later, they made me pay a £20 amendment fee, even though I'd taken out insurance, which in the past had meant free amendments. As if that wasn't bad enough, literally one minute after I'd put the phone down, I realised I'd made a mistake with the return date, called them back to correct it, & they made me pay another £20 amendment fee! They're a bunch of heartless money grabbers, literally no soul to be found anywhere amongst the customer service.”
“Today 19/10/2025 there was a breakdown.
The possibility to cancel and be refunded one entered terminal is impossible. There is no staff to advise . The boarding crew put us to wait on a later leaving row . So we depated about 21 30 instead of 20:14 which already carried 3 hours delay.
A very bad experience second time. Management and technical department are giving a bad outcome.”
“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.”
