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Eurotunnel Le Shuttle complaints procedure
Eurotunnel Le Shuttle is committed to providing the highest quality service but sometimes problems arise which result in a product or service falling short of a customer's expectation.Our aim is to deal quickly and effectively with such problems a...
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What is Advance Passenger Information (API)?
All UK ports and airports are required by the UK Home Office to collect the passport or identity card details from every person entering or leaving the country.To speed up your journey through our terminals, you must supply your passenger informat...
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I want to add bicycles / roof rack / roof box to my booking
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...
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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...
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I've changed my car / I'm taking a hire car and will not know the registration number
Our reservation system uses the dimensions of your vehicle to book your space on the shuttle. If the vehicle you are travelling with has changed since you booked it’s important that you update your booking either by amending online via LeShuttle, ...
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How far in advance can I book?
We aim to release our availability at least 6 months in advance. The current availability can be checked online or by calling our Contact Centre.What if my desired travel date is not available yet?You can now sign up to receive an email notificati...
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Dangerous Goods
Dangerous Goods transported commercially are not permitted on the passenger service. For further information please contact 08448 79 73 79 (Calls cost up to 7p/min + your phone company's access charge).
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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.
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Vehicle types and sizes
To correctly allocate you a space on our shuttles we need to know the dimensions of the vehicle you are travelling with.This can be easily done using one of three methods;1. Vehicle registrationIf your vehicle is registered in the UK or France, yo...
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Am I able to purchase a ticket when I arrive?
Usually yes, but occasionally we need to restrict this at peak times or during degraded service or disruption.We strongly advise purchasing a ticket in advance to avoid disappointment, and the further in advance you book the more you save.We recom...
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What happens if my ticket expires?
All LeShuttle 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 a...
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How do I get a VAT receipt for my ticket?
There are no VAT charges applied to your passenger booking.
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Will I receive tickets before I travel?
LeShuttle 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.
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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...
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How do I check-in if I have booked using Tesco Clubcard Codes?
If you have paid for your booking in full with Tesco Clubcard Codes, enter your eight 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 ...
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If I amend my booking, can I pay any supplement by using additional Tesco Clubcard codes?
No, once your booking has been confirmed, additional payments/supplements must be paid for by credit/debit card at the time of amendment.
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Can we give our Tesco Clubcard Codes to somebody else?
No, the name on the booking must correspond to the name on all the vouchers.
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Why can I not book a single from Calais using my Tesco Clubcard Codes?
As a UK based promotion this is the agreement with Tesco.
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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 LeShuttle.
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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 requirem...
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Do I need a passport?
Citizens of the EU, EEA and Switzerland– You will need a passport that is valid for the duration of your stay in the UK, ID cards are no longer accepted unless exempt.Click here for more information.UK passport holders- If you are travelling from ...
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I'm pregnant can I still travel with LeShuttle?
LeShuttle 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.
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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/oxyg...
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Will my Car / Van / Campervan / Motorhome be too big?
The maximum dimensions we are able to carry in our passenger carriages are as follows:Length: 18m (The maximum length for a car and caravan or trailer including bumpers, tow bars and any over hanging load.)Height: 4.2mWidth: 2.55m (plus mirrors)Li...
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We are sharing a car, are there any parking facilities at your Folkestone terminal?
LeShuttle does not have any parking facilities so you will be required to meet fellow travellers elsewhere.
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Can I carry spare fuel?
Additional fuel may be carried up to the following limits:Plastic containers: 3 x 10 litresMetal containers: 1 x 20 litres(A maximum total of 30 litres)Please see "Carriage of reserve fuel containers" for full details
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Can I travel in my LPG vehicle?
We do not accept any vehicles that are fitted with LPG or dual fuel tanks. If ever LeShuttle decides to make a change to the LPG policy, it will be made public, and customers will be informed.Unsure which fuel-type your vehicle uses?
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What happens if I arrive early or late?
If you check-in within 2 hours either side of your reserved time, within the validity of your ticket you may be offered a space on the next departure with availability without charge.If you check-in more than 2 hours but no more than 24 hours befo...
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Can I use the chargers if I'm travelling Flexiplus?
At our Folkestone Terminal, all-electric car chargers are located at the main terminal building. If you wish to use the car chargers before you head over to the Flexiplus lounge, please use the standard check-in lanes for easier access. At our Cal...
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What is Multifactor Authentication?
This adds another level of security to protect your data. Setting Multifactor Authentication will recognise the device you are on. The first time you use a new device a six digit code will be sent to your registered mobile phone number which you...