On Friday, 17 January 2025, representatives from EPF met with Eurostar Secretary General, Gareth Williams and team, for our annual high-level meeting, held in Brussels and online. The agenda was based on a preparatory meeting, open to all EPF members.

Eurostar presented an encouraging business outlook, reflecting recovery and growth in demand for high-speed international train travel. Despite operational challenges, fundamental demand remains strong. Key points included the investment in 50 new trains, which will help address capacity issues. Additionally, Eurostar is working on enhancements in class offerings, improving passenger comfort with premium experiences, including upgraded seating, curated dining options, and additional amenities.

However, challenges remain, particularly in fleet reliability and infrastructure limitations. The operational performance of infrastructure managers was highlighted as a concern, with the Netherlands noted as a problematic area. Network expansion is currently on hold until the new trains become operational.

Terminal capacity and EES implementation

With the implementation of the Entry/Exit System (EES), Eurostar is proactively working to address terminal capacity issues. Major upgrades are underway at key stations, with capacity doubling at major hubs.

A key development is the new terminal in Amsterdam, which opened on 10 February 2025, allowing for seamless direct services to London. Further capacity increases are planned later in the year.

To facilitate border controls, Eurostar is introducing biometric systems and facial recognition technology, aiming for full readiness in the UK by February. Additionally, an innovative remote registration app is being developed to simplify processes for passengers.

Eurostar emphasized that all terminals should be able to handle peak traffic periods, particularly Fridays during the summer months, ensuring a smoother travel experience for passengers.

Ticketing

Ticketing was a key discussion point, with Eurostar highlighting its plans to expand point-to-point and through-ticketing options. While challenges persist in integrating routes beyond London, restarting the sale of connections between London and continental destinations remains a priority in Eurostar’s strategic roadmap.

EPF raised concerns regarding the refundability of Interrail tickets for the London route, suggesting that Eurostar aligns its policies with continental practices. While Eurostar acknowledged the issue, no immediate changes were confirmed.

Changes to “Any Belgian Station” Add-On

For many years, Eurostar passengers have been able to purchase a ticket from London to Brussels with an add-on fare for travel to “Any Belgian Station”. This ticket allowed onward travel within Belgium, with the exception of Brussels Airport and Noorderkempen, provided that travel was completed within 24 hours of arrival in Brussels.

During the meeting, Eurostar informed EPF that SNCB/NMBS (Belgian Railways) will replace this system in mid-June 2025. The new supplement will be calculated based on the number of kilometers travelled, covering 100 different Belgian stations. This means that while the add-on may become cheaper for shorter journeys (e.g., Mechelen), it may be more expensive for longer trips (e.g., Knokke or Arlon). EPF will closely monitor how these changes impact passengers and their travel experiences.

Communication during disruptions

Eurostar acknowledged the need for better passenger communication during service disruptions and outlined ongoing improvements. To provide clearer and faster updates, templates are being streamlined. These templates will include QR codes, taking inspiration from practices in the Netherlands, to allow passengers quick access to relevant information.

EPF emphasized the importance of clear and transparent communication, and offered to provide feedback on the updated passenger information templates.

Inclusive travel and accessibility

EPF raised concerns regarding Eurostar’s draft Accessible Travel Policy (ATP), which could potentially create barriers for passengers with mobility challenges. Eurostar acknowledged these concerns and confirmed that changes have already been made based on initial customer feedback.

Additionally, Eurostar expressed its commitment to inclusivity, highlighting that a larger, dedicated team is now working on accessibility improvements.

Managing planned disruptions

EPF stressed the importance of effectively managing planned service disruptions, particularly in cases where construction works are scheduled after timetables have been finalized.

In response, Eurostar committed to minimizing passenger inconvenience, ensuring that rebooking options and replacement transport will be made available where possible. Additionally, they emphasized that efforts will be made to improve communication and advance planning to better inform passengers about expected disruptions. EPF will continue to monitor how these disruptions are managed to ensure that passenger needs remain a priority.

The annual high-level EPF – Eurostar meeting remains an important platform for collaboration, and EPF looks forward to continued engagement to ensure a passenger-focused approach to international rail travel.