Eurostar reinforces its commitment and support for people with non-visible disabilities
Eurostar is the first railway company in Belgium to join Hidden Disabilities Sunflower, a globally recognised initiative that supports people with non-visible disabilities. This step reinforces its commitment to providing a more inclusive and accessible travel experience for all customers.
How does Hidden Disabilities Sunflower work?
By wearing a Sunflower lanyard, wristband or badge, customers can voluntarily indicate that they may require additional assistance, space, time, or patience while travelling.
Eurostar staff have undergone dedicated training on how to interact with passengers wearing the Sunflower symbol and the types of disabilities that exist to enhance awareness among its teams and provide even better service to customers throughout their journey.
Around 1.3 billion people live with a disability, of which 80% are invisible, and conditions include chronic pain, mental health conditions, neurodivergence, chronic fatigue and more.
Emmanuelle Scemama, Chief Customer Experience Officer, says:
“Implementing the Hidden Disabilities Sunflower to all our network is a part of our ongoing commitment to accessibility and inclusion. It shows that we are dedicated to creating a welcoming environment for all customers, ensuring those with non-visible disabilities feel understood, respected and confidently supported throughout their journey.”
Paul White, CEO of Hidden Disabilities Sunflower, said:
"Eurostar is an essential travel gateway connecting Belgium with France, the UK, The Netherlands and Germany. The Sunflower is an essential tool that fosters greater confidence in the wearer and enables trained Eurostar staff to provide enhanced customer service. Sunflower membership is just one of the many improvements Eurostar is making to inclusive travel, opening a world of adventure and opportunities to disabled passengers.”
Making international rail travel more inclusive
Eurostar has already introduced a wide range of improvements for customers with visible and non-visible disabilities - across its digital platforms, in stations, and on board.
The introduction of Hidden Disabilities Sunflower to the whole Eurostar network follows the company’s signature last year of the Charter of Commitments for Greater Inclusion of Travellers with Autism in the Rail Environment, developed in collaboration with SNCF Réseau.
Through this initiative, Eurostar adopted a proactive approach to neurodivergent-friendly design across its network.
How accessible travel works with Eurostar
Customers can request assistance after booking their ticket by contacting Eurostar online or via the Contact Centre on routes to and from London. For other routes, Eurostar works with local accessibility providers, who can be contacted directly. Eurostar asks passengers to make assistance requests at least 24 hours before departure.
Available support includes:
- Wheelchair users: dedicated onboard spaces near accessible toilets, offered at a fixed price
- Companions: fixed fare tickets for those accompanying passengers with a disability or reduced mobility
- Priority seating: additional space in departure areas and on board
- Assistance during travel: help with luggage and guidance through stations, on board the train and upon arrival
- Support for pregnant passengers or those travelling alone with young children
- Assistance animals: travel free of charge
Eurostar continues to collaborate closely with customers and accessibility experts to guide future developments and to ensure its services reflect the needs and expectations of all travellers.
Making booking easier
Eurostar has implemented several measures to help customers prepare for their journey and independently book and manage their tickets.
- Content on the Accessibility Hub has been improved with clearer, more intuitive information about how to book assistance and what to expect at stations and on board.
- Digital platforms have been redesigned to be compatible with screen readers, screen magnifiers, voice activation tools, and customisable display settings.
- Customers booking wheelchair spaces, companion tickets or assistance animals can now access after-sales services linked to their booking, allowing them to exchange dates, times or get a refund.
Eurostar has also increased the number of contact centre advisors available to support customers who require assistance at any point during their journey.
Enhancing station and onboard accessibility
To ensure a smoother and more inclusive travel experience, Eurostar has invested in accessibility improvements across its network.
At Brussels-Midi and Amsterdam Centraal, waiting areas have been upgraded with additional seating, improved signage, and, in Amsterdam’s new UK terminal, dedicated priority-assistance seating.
In the Netherlands, assistance at Amsterdam and Rotterdam Centraal has been enhanced to include luggage support and access to station wheelchairs. Stations and trains have been upgraded with step-free access, clearer wayfinding and improved seating options for customers with reduced mobility.
On cross Channel routes, Eurostar has completed a major accessibility project as part of its legacy from the Paris 2024 Paralympic Games, where the company transported national Paralympic teams from Belgium, the Netherlands and the UK. These upgrades strengthen independence for customers with reduced mobility and increase capacity for those unable to walk 200 metres unaided.
A continuous commitment
Eurostar continues to work closely with a dedicated panel of customers and accessibility experts, ensuring that lived experience directly shapes service development, including for the new fleet arriving in the 2030s. Looking ahead, Eurostar aims to introduce more self-service options and launch a new online assistance booking form. Accessibility training for teams will also continue.
Learn more about Eurostar by visiting the website: eurostar.com