Contact Us

Our phone lines are extremely busy – we’re are doing our best to get to every call, but please only ring if you need to.

IMPORTANT: The NHS will not provide tests for travel. Please don’t call our team about testing – all of the information about tests acceptable to the French Government can be found here: Pre-travel COVID-19 testing.

Visit the Help Centre

Get instant help by visiting our Help Centre for searchable FAQs and information on all aspects of travelling with Eurotunnel Le Shuttle.

Refunds and amendments

Don't forget that you can make and amend most bookings online using My Eurotunnel, or if you have booked an applicable ticket type request a cancellation/refund online.

  • Please note – This form must not be used for any ticket type other than those specified below. Ticket amends can be completed online – please do not use this form to request an amendment.

    Unused bookings made with certain ticket types can be cancelled or refunded online. These are:

    • Standard Refundable (not "Standard" - see ticket terms and conditions)
    • Flexiplus
    • Short Stay Flexiplus
    • Frequent Traveller Flexiplus (cancellation only*)
    • Frequent Traveller (cancellation only*)
    • Frequent Traveller Day Trip (cancellation only*)

     * legs will be credited back to the Frequent Traveller wallet they were booked with.

    To cancel a booking made with one of these ticket types, simply submit a request online. Please allow 14 working days for a response.

    Submit a cancellation request

     If you wish to cancel a part-travelled booking, please call our Contact Centre.

    If you wish to amend rather than cancel a booking, you can do so via My Eurotunnel.

     

  • Your booking/API password is included in your booking confirmation email sent to you when the booking was made, and is located about half way down with your booking reference number under the heading "Need to change something".

    booking-password.jpg

    If you have not received this, first check that your email service didn't move it to your spam or junk folder.

    If you have lost or are unable to locate your booking password you can call our Contact Centre team to request it be re-sent to your email address. 

    My Eurotunnel Accounts

    Click here to quickly and easily reset your password for your My Eurotunnel account

    To add API to a booking made with a My Eurotunnel account, simply log into your account and view the specific booking to add/amend the API. 

    If you lock your account/booking due to too many failed password attempts, please wait at least 4hrs before trying again, or call our contact centre for assistance.

  • 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 using the password which was in your emailed booking confirmation, or by logging into your My Eurotunnel account.

    However, if you paid for all or part of your booking using Tesco Travel Vouchers, you will need to arrange this by calling us our Contact Centre.

    I've lost my booking password

  • We are unable to change the direction of a confirmed booking, however if you can make a new booking with the correct travel details and advise us of both reference numbers we will cancel the original incorrect booking for refund.

    Please note: Refunds for replacement Day/Overnight tickets will be processed on completion of your return journey in line with our Terms and Conditions.

  • 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.

  • To view and amend your booking please click on the box titled "My Eurotunnel".

    When you click on the box you will be taken to the " My Eurotunnel " 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.

Contact us by phone

Opening times

Monday 09:00 - 17:30
Tuesday 09:00 - 17:30
Wednesday 09:00 - 17:30
Thursday 09:00 - 17:30
Friday 09:00 - 17:30
Saturday 09:00 - 17:30
Sunday Closed

(All UK times)

For lost property

Please complete our online form, and we will be in contact with you as soon as possible. Our offices are open Monday - Friday 09:00 – 17:30*.

*Excluding bank holidays

For queries, compliments and complaints

If you have an enquiry that isn't already covered by our Frequently Asked Questions, you may wish to complete our form.

Click here for details of our Complaints Procedure.

Visit the Help Centre

Get instant help by visiting our Help Centre for searchable FAQs and information on all aspects of travelling with Eurotunnel Le Shuttle.

  • Please note – This form must not be used for any ticket type other than those specified below. Ticket amends can be completed online – please do not use this form to request an amendment.

    Unused bookings made with certain ticket types can be cancelled or refunded online. These are:

    • Standard Refundable (not "Standard" - see ticket terms and conditions)
    • Flexiplus
    • Short Stay Flexiplus
    • Frequent Traveller Flexiplus (cancellation only*)
    • Frequent Traveller (cancellation only*)
    • Frequent Traveller Day Trip (cancellation only*)

     * legs will be credited back to the Frequent Traveller wallet they were booked with.

    To cancel a booking made with one of these ticket types, simply submit a request online. Please allow 14 working days for a response.

    Submit a cancellation request

     If you wish to cancel a part-travelled booking, please call our Contact Centre.

    If you wish to amend rather than cancel a booking, you can do so via My Eurotunnel.

     

  • Your booking/API password is included in your booking confirmation email sent to you when the booking was made, and is located about half way down with your booking reference number under the heading "Need to change something".

    booking-password.jpg

    If you have not received this, first check that your email service didn't move it to your spam or junk folder.

    If you have lost or are unable to locate your booking password you can call our Contact Centre team to request it be re-sent to your email address. 

    My Eurotunnel Accounts

    Click here to quickly and easily reset your password for your My Eurotunnel account

    To add API to a booking made with a My Eurotunnel account, simply log into your account and view the specific booking to add/amend the API. 

    If you lock your account/booking due to too many failed password attempts, please wait at least 4hrs before trying again, or call our contact centre for assistance.

  • 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 using the password which was in your emailed booking confirmation, or by logging into your My Eurotunnel account.

    However, if you paid for all or part of your booking using Tesco Travel Vouchers, you will need to arrange this by calling us our Contact Centre.

    I've lost my booking password

  • We are unable to change the direction of a confirmed booking, however if you can make a new booking with the correct travel details and advise us of both reference numbers we will cancel the original incorrect booking for refund.

    Please note: Refunds for replacement Day/Overnight tickets will be processed on completion of your return journey in line with our Terms and Conditions.

  • 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.

  • To view and amend your booking please click on the box titled "My Eurotunnel".

    When you click on the box you will be taken to the " My Eurotunnel " 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.

  • It is possible to add bikes and other accessories to the roof or rear of your vehicle, or on the rear of a towed trailer or caravan - just be sure to specify this during the booking process to ensure we allocate you enough space on our shuttles.

    If you would like assistance please call our Contact Centre.

  • 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 call our Contact Centre.

  • 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 6ft/1.85metres) 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 call our Contact Centre.