“We used this service for the frist time departing from France. We experienced technical issues when booking but were helped out in a very professional manner over the phone. Arriving on site, we were friendly welcomed and helped out. Delays at customs made us miss our scheduled train but without any hassle we were put on the next.
Reading the comments Here, we might have been lucky but honestly it worked out well for us and all staff encounters we had, were stellar.”
“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!”
“Having used the tunnel for over 25 years and hundreds of trips
The terms and conditions have changed
If you turn up late you lose your ticket
and need to pay again on the non booked rate. Arrived 45
Minutes late after an accident on the Brussels ring road delayed my journey
Then was told the 2
Hours either side of booking stopped and if I wanted to travel it would cost me £230, these are proper bandits, I m back on the ferry”
“We have travelled with the Eurotunnel numerous times. We still miss the short saver Euro 64,- roundtrip FRIDAY ex-Calais-Folkstone and SATURDAY ex-Folkstone -Calais ...however making a simple booking on Le Shuttle website is extremely users UNFRIENDLY.”
“Late again. 1.5 hours this time . Never any credit or refund or voucher , just a shrug of their shoulders even if you've paid through the nose for their service.”
“Abysmal service. We use the euro shuttle twice a year and we have ALWAYS been on time but have NEVER been allowed onto our scheduled train. Hours of delay, cues in shambles and zero information. Get a grip!”
“Very satisfied with staff help and assistance. Especially I want to thank to Sam Stewart from Carlisle and staff at customer service desk Lila and lovely gentleman.”
“If you try to book and do mistake during booking system will remember you reg and rise price every single time absolute robbery in day light. Hate them”
“Not really happy at all. Arrived at terminal and checked in at 13:34. Booked on 14:46 train but did not get on it. I’m sitting on a stationary train now at 15:28. Likely to be an hour late departing, and there has been no indication that we were likely to be late, never mind an apology. The only information on the digital boards was that the toilets on board the train were closed.
Not good enough! It feels like LevShuttle run things for their convenience rather than for their customers.”
“First time user not sure what time we were coming back. Told by operator that changes within 2 hours were free. Changed return time on the day by 1 1/2 hours and charged £38. When i complained Eurotunnel said that we should have just turned up and not changed our booking and that operator told us this in my original call. Eurotunnel refused to refund me the £38 so feel totally ripped off as paid over £300+ for a return journey”
“What a disgrace.
5 hours waiting time is not acceptable, things must change.Everytime we travel with Le Shuttle there is disrupted service and major delays.
We will not use their service ever again.”
“Totally useless, always late and totally disorganized. As I'm writing this we've been sat waiting to get through passport control for over an hour.
Use the ferry, next time we will!”
“Great service from uk but absolutely appalling service from France back to Uk. We have been delayed many times coming back from France with absolutely no explanation, information or apology. No staff are anywhere near once you pass through passport control you are just stuck in no man’s land with hundreds of other people stuck in their cars for hours. Live chat (if you can get through) know even less than we do and just direct you to customer service who will follow up your complaint when you get home - a bit late by then!! Will definitely not be returning with le shuttle next time but will book onto the ferry”
“what a shame!
every year at least two hours of delay to depart.
hours under the sun suffering from heat, thirsty and panting dogs.
terrible service, on the other hand the cost is top class.”
“The website for Eurotunnel Le Shuttle has recently been updated and it is impossible to book a same day return. When I finally got through to an agent she was rude and dismissive and didn't believe me. I was told to double click on the date I wanted to travel but had already tried this before I called and it didn't work. It was £60 cheaper to go on the ferry which is worth a little extra crossing time. Terrible customer service, don't bother with Le Shuttle, go on the ferry.”
