Contact us

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}

Items found on our terminals will be retained for one month with the exception of passports and driving licences, which will be returned to the appropriate point of issue. Bank cards will be securely destroyed once received by the central Lost Property Office in Folkestone. Items lost in France will be returned to the Folkestone office every other week. 

• LeShuttle account holders - Log into your account, (using your registered email address and password)
• Guest/Direct bookings - click here to log in using your booking reference number and password (found on your booking confirmation email)
• Trade/Other booking types - click here to log in using your booking reference number and password.

• If you are locked out of your LeShuttle account due to too many incorrect password attempts, you can either wait 4hrs before trying again, or reset your password to regain access immediately.
• If you are locked out of your booking due to too many incorrect password attempts you can request another copy of your booking confirmation email (which includes your booking password). This will also unlock your booking.
• Request a confirmation email & unlock your booking. Your account may also be locked/blocked if you have requested an amendment to a booking or your account by one of our Contact Centre or Live Chat agents. Your booking/account will be unlocked when they have finished the amendment.

You can request a new copy of your booking confirmation email, as long as you know your booking reference number and the email address that was used to book with.
Request a new confirmation email

When making your booking you would have received a LeShuttle Booking Confirmation, which is your receipt of purchase. This includes your details, amount paid and payment method (card details limited to last four digits). This document can therefore be referred to for not only your travel arrangements, but can also be presented in order to make a claim such as expenses, etc. Please note there are no VAT charges for travel on our passenger service.
 

Amendments to your booking can be made in accordance with our terms & conditions, as long as changes are made before the ticket expires (please check your specific ticket type for details of amendment and the expiry period).

With most bookings you can do this online here using the password which was in your emailed booking confirmation, or by logging into your LeShuttle member account.

An Amendment Fee of £30 / €36 applies to all customers who contact our Customer Service Team for a change to an existing booking which can be managed online. The Amendment Fee does not apply to Flexiplus bookings. You may be charged the difference between the price for the original booking and the price applicable to the amended booking, see here for full terms and conditions. For more information on change and cancellation fees click here.

I've lost my booking password

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

Unused bookings made with the below ticket types can be cancelled online (excluding bookings made with vouchers, or with pets or insurance):

• Standard Refundable / Standard Plus (not "Standard" - see ticket terms and conditions)
• Flexiplus / Short Stay Flexiplus*

To cancel a booking online:

• LeShuttle account bookings: Log into your account, view the booking you wish to cancel and select "Cancel booking".
• Guest bookings: Log into your booking and select "Cancel booking".

For all other bookings please submit a cancellation request.

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

_{* bookings upgraded from Standard to Flexiplus or Short Stay Saver to Short Stay Flexiplus will be only be eligible for a refund of the upgrade cost, not the total cost of the booking.}

LeShuttle Accounts
Click here to quickly and easily reset your password for your LeShuttle account
To add API to a booking made with a LeShuttle 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 reset your password.

Standalone (one-off "guest" bookings)
Request a confirmation email & unlock your booking
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".

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 request a confirmation email & unlock your booking. 

Travel agent, tour operator and coach operator bookings
You will need to contact the agent or coach operator to request changes to your booking or booking details.

LeShuttle account bookings
If 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. If you can't remember your password you can reset your password.

• Reset your password
• Log into your LeShuttle account

Standalone (one-off "guest" bookings)

• Request a confirmation email & unlock your booking
• Log into your booking

If you booked via a travel agent, tour operator, or coach operator, you will need to contact them to request any changes to your booking

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.

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.

Don't forget you will need to update your Advance Passenger Information, and your health declarations.

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, or by calling our Contact Centre. Failure to do so may result in your journey being delayed.

Vehicles are charged according to their size. Any amendment or change to your booked vehicle may incur an additional charge. This charge will be the difference between the price you paid for the original booking and the price applicable to the new booking unless the amendment does not change the vehicle (including height), any accessories and date and time slot of your original booking. See our ticket terms and conditions for more information. 

A vehicle registration is not mandatory, but will speed up the check-in process when you arrive.

Related: Will the size of my vehicle change the price I pay?