Frequently asked questions

How long does the crossing last?

The crossing takes approximately 35min, platform to platform

Is there a Duty Free Shop?

Duty Free sales when travelling within Europe stopped in 1999. However, we do have retail outlets, in both the Calais and Folkestone Passenger Terminal Buildings. The retail outlets are situated in the Passenger Terminal Buildings after passing through Check-in.

How does the coach get on the shuttle?

It is very simple. Having passed through Check-in, coaches must proceed to the parking area for high vehicles adjacent to the terminal building for exit checks to be completed. Passengers can then visit the Passenger Terminal Building for all of your pre-travel needs, including restaurants, cafés, shops and bureau de change. When the departure is called coaches proceed through the security and border control area to the allocation area. Drivers should follow the green arrows and directions given by our staff to the platform and then onto the shuttle when directed by a member of train crew.

What happens in the event of an accident?

Our staff are fully trained in Health and Safety and are able to give First Aid. They are fully aware of the evacuation procedures. Fire fighters are always on site.

What identification should I bring with me?

The coach driver will need a way bill and all drivers and passengers must be in possession of a valid 10 year passport.

What happens if I miss my departure time?

You are likely to be subjected to delays and we therefore strongly recommend that you arrive in plenty of time for your reserved departure. If you miss your booked departure you may also be required to purchase a new ticket.

I have a double decker coach. Can I still travel on Eurotunnel Le Shuttle?

Yes, as long as your vehicle is under 4.2 metres/13 ft 9 ins in height.

Can my coach tow a trailer?

Yes, as long as the coach plus trailer combination does not exceed 18 metres in length.

I have a group of football supporters travelling on my coach. What information will you need from us?

We need a full passenger list, the duration and details of the match they will be attending. This information must be notified to our Coach Sales Centre no less than 48 hours prior to departure.

Can you smoke on the train?

For reasons of safety, smoking is not allowed as it interferes with the fire detection systems.

How long before the departure time should I arrive?

Coaches should arrive at Check-in at least 45 minutes before departure for direct boarding and 90 minutes if you are planning to stop in the Passenger Terminal Building.

Do you need a passenger list?

Not unless you are carrying football supporters or have Eurotunnel insurance with your booking.

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 advantage of before travelling. There are no disabled toilets onboard our shuttles.

There are additional toilets available in the boarding lanes, and at the petrol station immediately after you leave the terminal (and in the Flexiplus Lounges for customers travelling Flexiplus). Please note, that whilst there are small toilet cubicles on the shuttles, the nature of our service means that we cannot guarantee they will be working during any particular 35-minute crossing.