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My offers and competitions are not showing in my account
Your personalised offers and competitions may not display if your browser is blocking Targeting cookies, or if you are using an Adblocking or privacy extension/plugin.Solutions you can try:Whitelist eurotunnel.com in your adblocking or privacy set...
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I do not have a password for my booking
LeShuttle account bookingsIf you made the booking yourself, it's likely you made the booking using your LeShuttle account. To access your booking you need to log in with your email address and a password you specified when you created your account...
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What your vet needs to know about your pet's official travel documents
When the Official Veterinarian "OV" is completing your pet’s official travel documents (Animal Health Certificate or EU Pet Passport), make sure the date of implantation or date of reading of the microchip is the same date, or before, the date of ...
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Are there toilets onboard the shuttle?
Unfortunately, we are unable to guarantee access to toilet facilities on the shuttles. We provide award-winning toilet facilities – including disabled toilet facilities – in our passenger terminal buildings which we recommend all passengers take a...
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Which countries will have access to my API?
Your Advance Passenger Information will only be passed to UK Home Office.
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The LeShuttle App is not displaying in my selected language
If you have switched between English or French since reopening the app, you will need to fully/force close the app and reopen it for it to use your selected language.How to force-close on iOSHow to force-close on Android
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How long does the crossing last?
The crossing takes approximately 35min, platform to platform.
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I've made my booking the wrong way around
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: Refun...
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On very busy days, why do some shuttles leave partially empty?
As our name suggests, we run a shuttle service between our Folkestone and Calais terminals. Our trains run in a loop unloading and reloading at each side of the channel.It's important that our departures leave on time to allow for the crossing, un...
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Does my dog need a tapeworm treatment for travelling to the EU?
No, this worm treatment is only required travelling from Calais to Folkestone
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Can I supply my API by phone?
If you do not have access to the internet, you can call our Contact Centre on 0330 1233207 where one of our API team will add your passenger information to your booking.Please have your booking reference and passenger details, including passport /...
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Does LeShuttle "over sell" capacity?
No - we do not oversell any of our departures.All of our trains have spare, unsold capacity and on peak travel days, this is increased to provide more flexibility in ‘real time’. It helps us to offer a better quality of service to our customers as...
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Are there any designated pet exercise areas on either Terminal?
Yes, you will find dedicated pet exercise areas throughout the site at both terminals. These are all clearly marked in yellow. You will also find a pet exercise area behind the fuel garage, once you’ve disembarked your shuttle on arrival in the U...
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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.
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Do I need my booking number when I visit the Pet Reception?
Yes, please bring your booking confirmation number. This will help identify your booking and speed up the pet check-in process.At the UK Pet Reception from 1st January 2021 you should also bring with you your pet's Animal Health Certificate and th...
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Is there a Duty Free Shop?
Now that the UK has left the EU, Folkestone and Calais Duty Free shops offer you incredible deals!Every person making a Duty Free purchase will be required to present a QR code when visiting the Duty Free shops. The person who has booked the cross...
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Do I have to bring my pet inside the Pet Reception?
Yes, unless the sign indicates that the drive-thru (which is only available at Pet Reception in Calais) is open.
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What happens if my dog doesn’t have the tapeworm treatment in time?
The tapeworm treatment must be administered by a vet between 24–120 hours before arrival in UK. Failure to do so will result in your pet being refused travel until the tapeworm treatment has been administered within the time frame above.
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When does the tapeworm treatment have to be applied to my pet dog?
Your dog must be treated against tapeworm before travellingto the UK. Treatment must be administered by a vet not less than 24 hours (1 day) and no more than 120 hours (5 days) before the dog's scheduled arrival time in the UK. Treatment date and ...
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Are there any pet checks carried out when I travel from the Continent?
Yes, mandatory checks are required when travelling with your pet(s) from the Continent. Read our Pet Travel Scheme checklist before travelling or visit the DEFRA website for further details. Please Note, you MUST visit the Pet Reception building ...
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Are there any pet checks when I travel from the United Kingdom?
Yes, from 1st January 2021 mandatory checks are required when travelling with your pet(s) from the UK. Read our Pet Travel Scheme Checklist before travelling or visit the DEFRA website for further details.
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What are the health requirements for bringing a pet to France?
Your dog, cat or ferret will need to be microchipped, have the correct pet documentation and a valid vaccination against rabies. Read our Pet Travel Scheme Checklist before travelling or visit the DEFRA website for further details.
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Guide and Assistance dogs
LeShuttle is an authorised pet carrier and does not prevent any dog from accessing its service where the animal meets the requirements of the DEFRA Pet Travel Scheme (PETS) and EU entry requirements.The Assistance Dogs International (ADI) and Inte...
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Can I add pets to a booking 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 using ...
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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.
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Where are pets kept whilst on-board the shuttle?
Your pet stays with you in your vehicle during the 35 minute crossing.
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Where can I find a pet friendly hotel?
Please click herefor a list of pet-friendly hotels near our Folkestone terminal.
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Where can I find a local vet?
In the UKPlease click here to find a list of local vets near our Folkestone terminal.In FrancePlease click here to find a list of local vets near our Calais terminal. Please note payment in cash may be required by some French vets.
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What is the minimum check-in time at the Pet Reception?
Please check in your pet at least 1 hour, and no more than 2 hours before your booked departure.
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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 revised procedures which come into effect from 1st January 2021. Read our Pet Travel Scheme checklistbefore travelling or visit theDEFRA website for further details. Ple...