Frequently asked questions

Useful information from Eurotunnel Le Shuttle

Click on the questions and headings below to reveal the answers.

My Booking

  • Where do I view and amend my booking?

    To view and amend your booking please click on the yellow box titled "My Eurotunnel Booking" located at the top right corner of our website on every page.

    My Eurotunnel Booking

    When you click on the yellow box you will be taken to the "My Eurotunnel Booking" login page.

    To view or amend your booking please enter, into the indicated area below, your booking reference and password which can be located on your confirmation email. If you wish to cancel a booking, please call our Contact Centre.

    View amned booking

  • I've changed my car / I'm taking a hire car and will not know the registration number:

    Unless you have purchased Breakdown cover, the only vehicle details that we need are the vehicle type (car/van/motorcycle), the height (over or under 1.85 metres) and confirmation that it is not equipped with an LPG tank. If none of these things have changed we do not need to make any changes to your booking.

    Registration numbers are not yet mandatory but do speed up the Check-in process. You can add or change a registration number at any time before travel without penalty. Please contact us on 08443 35 35 35.

  • I've added additional passengers to the car:

    Our tickets are purchased per vehicle, irrespective of the number of passengers travelling in your vehicle. The details of those passengers travelling in your vehicle are only required if you have purchased personal travel insurance. To amend your travel insurance please contact us on 08443 35 35 35.

  • I've made my booking the wrong way around:

    We are unable to change the direction of a confirmed booking. Please make a new booking with the correct travel details. If you then advise us of both booking reference numbers we will cancel the original incorrect booking for a refund.

  • I need to change my booking:

    Amendments to your travel can be made subject to availability, as long as they are completed before the expiry of the ticket (before midnight on the current date of travel). With most bookings you can now do this online at www.eurotunnel.com/my-eurotunnel-booking using the password which was in your emailed booking confirmation. However, if you paid for all or part of your booking using Tesco Travel Vouchers, you will need to arrange this by calling us on 08443 35 35 35.

  • I want to add bicycles / roof rack / roof box to my booking:

    It is possible to add cycles to your vehicle, as long as they are attached to the car and not on a separate trailer. The only thing that you need to check is that adding them does not take the height of your vehicle over 1.85 metres. The same height restrictions apply to vehicles carrying roof racks or roof boxes. If they do make your vehicle over the 1.85m limit and you have a low space booking, you need to amend the booking to high space. There are far fewer of those and you could have a long wait if you are booked incorrectly. Providing that the travel times do not need to be amended, it does not increase the fare. If you would like assistance please call us on 08443 35 35 35.

  • Can I book an 'Open' Ticket?

    We do not have 'open' tickets, but long stay tickets are valid for one year from the date of your booking providing that they are not allowed to expire. If you make a booking with a return date but think that you may use the ticket at another time, you must keep the ticket in date by moving the travel details forward. If more than 24 hours passes beyond the current booked date the ticket will expire and can no longer be used for travel.

    Alternatively, for complete flexibility we recommend our Flexiplus service. Arrive early or late and still travel, be the first on & off with priority boarding and an excusive lounge with free amenities.

  • Am I able to book and pay for more than one car?

    Our Sales Support Team can help you with groups of 10 or more vehicles click here. For bookings up to 9 vehicles travelling together, please call us on 08443 35 35 35

  • Am I able to purchase a ticket when I arrive?

    Tickets are available at the Eurotunnel Le Shuttle check-in but this is subject to availability. As our prices are based upon the demands of our service, the further ahead you book the cheaper the ticket is likely to be. Tickets purchased at check-in will therefore always be at the highest cost.

  • How far in advance can I book?

    We aim to release our availability at least 9 months in advance. The current availability can be checked online or by calling us on 08443 35 35 35.

  • Will I receive tickets before I travel?

    Eurotunnel Le Shuttle no longer issues printed tickets before departure. On arrival at our check-in booths, please have your booking reference to hand and follow the instructions displayed on the check-in screens.

  • Will there be a charge if I pay using my credit card?

    We do not apply additional charges for credit card payments. The fares are the same when booking online or via our Contact Centre.

  • How do I get a VAT receipt for my ticket?

    There are no VAT charges applied to your passenger booking.

  • What happens if my ticket expires?

    All Eurotunnel Le Shuttle standard tickets are not refundable but valid for one year from the date of booking, providing that it was not allowed to expire.

    You can amend your booking on-line any time before the reserved travel date subject to availability to an alternative date/time within the 12 month validity or by calling us on 08443 35 35 35.

    On-line amendments will require you to enter the individual password confirmed on your email confirmation. More than 24 hours beyond the original booked date, the ticket will expire and can no longer be amended or used for travel.

  • Can my van travel on the shuttle?

    Vans can be accepted on our passenger service as long as the gross laden weight of the vehicle does not exceed 3.5 tons, the volume of goods being carried does not exceed 3 cubic metres and the goods are for private use only. However, if the weight is more than 3.5 tons gross laden, the volume of goods being carried exceed 3 cubic metres or the goods are commercial, you will need to call our Freight Sales office on 01303 28 22 44 for further information.

    Please note that if the goods are for private use and the volume of goods exceed 3 cubic meters you would also have to travel on our Freight service. Our Freight service is unable to carry children under the age of 12 years or pets.

    If you are unsure if the contents of your vehicle will exceedthree cubic meters, please call us on 08443 35 35 35.

  • What are commercial goods?

    Any goods for resale.

  • Can I carry materials for an Exhibition?

    As long as the gross laden weight of the vehicle does not exceed 3.5 tons, the volume of goods being carried does not exceed 3 cubic meters and your exhibition material do not include goods for resale, you can travel on our passenger service.

  • What vehicle category should I book my vehicle as?

    Vehicles are divided in the following categories:

    Car/Car based Van: Any vehicle up to 1.85m high used for private, tourist, leisure or business travel.

    Car with roof box/bikes: Any car (including roof box, roof rack or cycles) over 1.85m in height, used for private, tourist, leisure or business travel. This excludes minibuses, campervans, trailers, caravans, motorcycles and any light commercial goods vehicles carrying commercial goods for resale.

    If the height of your vehicle exceeds 1.85m, even though you are not carrying roof box, roof rack or cycles, please select this category.

    Van: Any van (including roof box, roof rack or cycles) over 1.85m in height, used for private, tourist or leisure travel. This excludes any light commercial goods vehicles carrying commercial goods for resale. Please note the maximum laden weight for a van on our Passenger service is 3.5 tons.

    Campervan: Any vehicle which includes living accommodation (including, without limitation; seats, table, sleeping, cooking and storage facilities).

    Minibus: Any passenger service vehicle designed for the carriage of up to seventeen seated persons (including the driver).

    Motorcycle: Any motorcycle without sidecar or trailer. A combination of motorcycle with a sidecar is charged as a car up 1.85m high.

    All vehicles categories travelling on our passenger services must not exceed 4.20 metres in height, 2.55 metres in width (including mirrors) and 18 metres in length (including bumpers, tow bars and any overhanging load).

    If the vehicle has been modified in anyway or you are unsure of your vehicle category, please call us on 08443 35 35 35.

  • As a Frequent Traveller where do I log in?

    To log in and view your Frequent Traveller account click on the yellow box titled "My Eurotunnel Booking" located at the top right corner of our website on every page.

    My Eurotunnel Booking

    When you click on the yellow box you will be taken to the "My Eurotunnel Booking" login page.

    To log in and view your account enter your Frequent Traveller account number and password you have been provided (located within your confirmation email) into the "View my Frequent Traveller account" area indicated below and click continue.

    login

  • How do I view or amend my Frequent Traveller booking?

    To view or amend your Frequent Traveller booking please click on the yellow box titled "My Eurotunnel Booking" located at the top right corner of our website on every page.

    My Eurotunnel Booking

    When you click on the yellow box you will be taken to the "My Eurotunnel Booking" login page.

    To view or amend your booking enter the booking reference and password you have been provided (located within your confirmation email) into the "View or amend an existing booking" area indicated below and click continue.

    login

  • How do I book as a Shareholder or Staff member?

    To book as a Shareholder or Staff member please click on the yellow box titled "My Eurotunnel Booking" located at the top right corner of our website on every page.

    My Eurotunnel Booking

    When you click on the yellow box you will be taken to the "My Eurotunnel Booking" login page.

    To book as a shareholder or staff member please enter your reference number into the relevant field below and click on the red continue arrow.

    Login

  • How do I find my Shareholder personal reference number?

    Please send an email to shareholder.info@eurotunnel.com, confirming your surname, first name and address. Your shareholder personal reference will be emailed back to you. Please note that such requests cannot be made by telephone.

  • How do I book as a friend of staff?

    Please contact the Eurotunnel member of staff for instructions on how to make a booking.

  • How do I book as a Friend of a member of Staff?

    To view or amend a current booking click on the yellow box titled "My Eurotunnel Booking" located at the top right corner of our website on every page.

    My Eurotunnel Booking

    When you click on the yellow box you will be taken to the "My Eurotunnel Booking" login page.

    Enter the reference number provided by the member of staff, into the Reference Number field within the login area indicated below and click on the red continue arrow. If you do not know the reference number please contact the Eurotunnel member of staff for further instructions.

    Login

  • As a Friend of Staff where do I log in to view or amend a booking?

    To view or amend a Friend of Staff booking please click on the yellow box titled "My Eurotunnel Booking" located at the top right corner of our website on every page.

    My Eurotunnel Booking

    When you click on the yellow box you will be taken to the "My Eurotunnel Booking" login page.

    To view or amend your booking enter the booking reference and password you have been provided (located within your confirmation email) into the "View or amend an existing booking" area indicated below and click continue.

    Login

Booking with Tesco Travel Tokens

  • Why can I not book a single from Calais using my vouchers?

    As a UK based promotion this is the agreement with Tesco.

  • Can we give our Tesco vouchers to somebody else?

    No, the name on the booking must correspond to the name on all the vouchers.

  • If I amend my booking, can I pay any supplement by using additional Tesco vouchers

    No, onceyour booking has been confirmed, additional payments/supplements must be paid for by credit/debit card at the time of amendment.

  • How do I check-in if I have booked using Tesco vouchers?

    If you have paid for your booking in full with Tesco Deal Tokens enter youreight digit booking reference number at the auto check-in booth and follow the instructions displayed.

    If your booking has been partially paid by credit/debit card you will be required to retrieve your booking by inserting the card used at the auto check-in booth.

  • Do I get change if I send in too many vouchers

    Tesco Deal Tokens cannot be used in conjunction with any other promotional offer and cannot refunded, transferred or exchanged.

My Passport

  • Do I need a passport?

    Yes, you will need a passport to use Eurotunnel Le Shuttle to travel abroad. This is a legal requirement if you are leaving and entering the country. Customs officials will check your passport prior to departure.

  • My Passport has expired can I still travel?

    No, you are only allowed to travel abroad using a valid passport.

    A valid passport is essential when you travel abroad. Although your passport has been issued for 10 years (5 years for children), some overseas countries have an immigration requirement for a passport to remain valid for a minimum period after the date of entry to that country (typically 6 months).

    All countries require that your passport is valid both on the day you arrive and on the day you leave. If your passport is in its final year of validity, you are advised to check the requirements of the country(ies) of destination before you make final travel plans.

  • Does my baby need a passport?

    All children who are not already included on a current valid British passport will need to hold their own passport if they are to travel abroad. For further information please visit: http://www.direct.gov.uk/en/TravelAndTransport/Passports/Applyingforaneworrenewedchildpassport/DG_174105

  • I have left my passport at home can I still travel?

    No, a valid passport must be presented with you in person on the day of departure and your return. No passport with you means you are unable to travel on Eurotunnel Le Shuttle.

  • I've lost my British passport in France what should I do?

    If you're abroad, report any passport losses or thefts to the local police in the country you're in as soon as possible. You'll need the crime reference details for the LS01 form.

    You should also report the theft or loss to the UK embassy, consulate or high commission of the country you are in. You can get details of your local embassy, consulate or high commission by:

      - Calling +44 (0)20 7008 1500 (or 0870 606 0290 if you're in the UK)
      - Visiting the Foreign and Commonwealth Office (FCO) website


    When you make a report to the embassy, consulate or high commission, they will give you a Lost or Stolen (LS01) Notification form. You should fill this in and sign it. You can also download the form if you lose it or need another copy.

    The embassy, consulate or high commission will record the loss or theft of your passport and forward the information to IPS. IPS will then cancel your passport to reduce the risk of someone else using your identity.

      Find British embassies, consulates and high commissions around the world

    Help travelling back to the UK

    The FCO will issue you with replacement travel documents so you can travel back to the UK.

    Getting a replacement passport

    You can apply for a replacement passport once you're back in the UK. IPS recommends that you do this as soon as possible. You can apply for a replacement passport as long as you are a British national and in the UK at the time you are applying.

    Replace a lost, stolen or damaged passport

    http://www.direct.gov.uk/en/TravelAndTransport/Passports/Loststolenordamagedpassports/DG_174163

My Travel

  • What happens if I arrive early or late?

    If you arrive within 2 hours either side of your reserved time you will be offered a space, on the next departure with availability without charge. The maximum check-in allowed is 2 hours so you cannot be earlier than that without accepting an earlier departure when available. If you are more than 2 hours late but still within the validity of your ticket you will be allocated a space but there may be a charge if the tariff for that time is higher.

  • How do I get to the Terminal?

    The post code of the Folkestone Terminal is CT18 8XY and the French Terminal is 62904 Coquelles Cedex.

    In the UK: we are near Folkestone, and have our own motorway exit at junction 11A of the M20 straight to our check-in booths.

    GPS coordinates
    Lat: 51:05:44N (51.09559)
    Lon: 1:07:19E (1.12207)

    In France: we are just outside Calais, take junction 42 of the A16 motorway and the slip road takes you straight to our check-in booths.

    GPS coordinates
    Lat: 50:56:21N (50.93906)
    Lon: 1:48:52E (1.81446)

  • Will my Campervan / Motorhome be too big?

    The maximum dimensions we are able to carry in our passenger carriages are as follows:

    Height 4.2 m, Length 18m, Width 2.6m (plus mirrors) Weight 3.5 tons. However the passenger shuttle will accept Campervans and Coaches up to 7.5 tons

    The maximum length for a car and caravan/trailer must not exceed 18m. Length includes bumpers, tow bars and any over hanging load.

  • I need to have Oxygen Cylinders in the car:

    Oxygen is permitted for travel on the passenger shuttles. We do not have a fixed limit for how many cylinders can be carried. However between 2-3 bottles for personal use would be the normal amount carried.

    Customers must declare gas cylinders at the check-in booth, 50kg of gas with a maximum of 47kg permitted in a single container.

  • Can I claim the Tax back on goods bought in the UK?

    The Tax Free Goods scheme is only open to persons travelling directly between the UK and NON EU countries, anyone leaving the UK and entering into an EU country i.e France etc cannot make a claim to have the tax refunded. For this reason there are no facilities at Eurotunnel or Dover Port or any other UK port that only provides transport into the EU. This scheme has only ever been applied to airports and those maritime ports that travel to destinations outside the EU.

  • I'm pregnant can I still travel with Eurotunnel Le Shuttle?

    Eurotunnel Le Shuttle does not impose any restrictions upon the travel of pregnant woman. We would recommend that you check the opinion of your Doctor and your travel insurers before booking.

  • We are sharing a car, are there any parking facilities at your Folkestone terminal?

    Eurotunnel Le Shuttle does not have any parking facilities so you will be required to meet fellow travellers elsewhere. There are two car parks that we can recommend due to their close proximity to our terminal however, these car parks are not Eurotunnel Le Shuttle owned and therefore Eurotunnel Le Shuttle accepts no responsibility for anything that may occur whilst your vehicle is parked at either location.

    STOP 24 Services

    Parking is £5 per car/day.
    Tickets can be bought through a pay-by-phone system with instructions in the car park.

    Directions
    At junction 11 off M20

    Christ Embassy Parking

    Parking is £5 per car/day
    Telephone - 01303 270970 (press 2) / 07922 565452

  • Can I travel in my LPG vehicle?

    We do not accept any vehicles that are fitted with LPG or dual fuel tanks. If ever Eurotunnel Le Shuttle decides to make a change to the LPG policy, it will be made public, and customers will be informed.

  • Can I carry spare fuel?

    Additional fuel may be carried up to the following limits:
    Plastic containers: 2 x 5 litres
    Metal containers: 2 x 10 litres
    (A maximum total of 20 litres)

My Pet Travel

  • How much does it cost to travel with my pet?

    The cost for your pet to travel with Eurotunnel Le Shuttle is £16/24€ for each leg of the journey. This fee applies to each dog, cat or ferret in your vehicle.

  • What do I have to do to bring my pet dog, cat or ferret back into the UK under the Pet Travel Scheme (PETS)?

    To bring your dog, cat or ferret into the UK under 'PETS' you must follow the new procedures as set up by DEFRA from the 1st January 2012. Read our Pet Travel Scheme checklist before travelling.

  • How often does my pet have to have a blood test?

    Blood test is no longer required if you are entering the UK from EU and listed non-EU countries

    Blood sample must be taken at least 30 days after rabies vaccination if entering the UK from unlisted non-EU countries

  • Where do I check-in my pet on the Calais Terminal?

    You need to take your pet to the Pet Control Building located before check-in on the Calais Terminal.
    Just follow the Paw print signs.
    Pet travel-FAQ

  • Are there any other pet controls after I have checked-in?

    No, after a satisfactory check, display the sticker received at the Pet Control Building on our Calais Terminal in your windscreen and head to check-in .

  • Where can I find a local vet or kennel?

    Please ask one of our agents in the Pet Control Building for a list.

  • Where can I find a pet friendly hotel?

    We have access to a wide selection of pet friendly hotels in Europe. Please ask one of our agents for a leaflet or visit our hotels page.

  • Where are pets kept whilst on-board the shuttle?

    Your pet stays with you in your vehicle during the 35 minute crossing.

  • Does my dog need a muzzle when travelling?

    Pet owners must remain responsible for their dogs at all times. If your dog usually wears a muzzle then we would advise you continue to use it..

  • Can I add pets to a bookings I have made already?

    Yes you can. Amendments to your travel booking can be made subject to availability, as long as they are completed before the expiry of the ticket (before midnight on the current date of travel). With most bookings you can now do this online at www.eurotunnel.com/my-eurotunnel using the password which was in your emailed booking confirmation. However, if you paid for all or part of your booking using Tesco travel vouchers, you will need to arrange this by calling us on 08443 35 35 35.

  • Is there a limit to the numbers of dogs I can take?

    Only five pets per person are permitted to travel to and from france unless you are taking part in a competition, show or sporting event. please see DEFRA for more information or call their helpline on 0870 241 1710.

  • What about Guide and Assistance dogs travel?

    Registered Guide and Assistance Dogs travel free; when accompanying their owner. An official registration certificate will have to be presented at check in, together with the dog's travel documentation.

  • Can I take my horse to the Continent?

    Eurotunnel Le Shuttle are able to transport domestic equidae on its single deck passenger shuttles. Horses must travel in a horse transporter of the appropriate standard and must have Type 2 transporter of the appropriate certificate of inspection under article 18(2) of the Welfare of Animals during Transport regulations, or national equivalent. Please click here to book using one of our horse travel partners.

  • What are the health requirements for bringing a pet to France?

    Your dog, cat or ferret will need to be microchipped, have a Pet passport, and a valid vaccination against rabies. Latest information available on the French Ministry for Agriculture, Food, Fisheries, Rural Policy and Local Development website

Useful contact details

From the UKFrom France
For ticket reservations and travel insurance queries please call+44 (0) 8443 35 35 35
+33 (0) 810 63 03 04
For the latest travel information (24-hour pre-recorded message) please call+44 (0) 8444 63 00 00
For Flexiplus reservations and queries please call+44 (0) 8443 35 33 35
If you would prefer to contact us via email for your ticket reservation or travel insurance query please use the contact form here
For customer service related enquiries please click here

Contact Centre opening times (UK)

08:00 - 19:00Monday to Friday
08:00 - 17:30Saturday and Bank Holidays
09:00 - 17:30Sundays

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