Contact Us

• 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.

• Reset your password

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 you completed your booking, you received a Eurotunnel Booking Confirmation. This document serves as your proof of purchase, containing essential details such as your booking information, the amount paid, and the payment method (with only the last four digits of your card displayed).

Your Booking Confirmation can be used to verify travel arrangements or support expense reimbursement claims. Please note that VAT is not applicable to travel on our passenger service.

Your ability to modify or cancel a ticket depends on the original purchase date. Please refer to the guidelines below.

Tickets Purchased Before March 5, 2025

• Valid for one year from the purchase date.
• Travel date changes allowed, subject to availability and peak day charges.
• If the outward journey is not used, the return ticket becomes invalid.
• Refunds available if cancelled within the one-year validity period.

Tickets Purchased on or After March 5, 2025

Validity & Amendments

• Valid for one year from the purchase date unless expired.
• Travel permitted on the booked date until 23:59; after this time, the ticket expires and cannot be amended.
• Changes allowed, subject to availability and peak day charges.
• The return journey is still valid, even if the outward is not used. 

Expired Tickets

• Expired tickets cannot be used and require purchasing a new ticket at the current fare.
• Expired tickets are non-refundable.

Downgrades

• Tickets can be downgraded to a Short Stay Flexiplus ticket, provided the outward journey has not been used. A refund of the difference in price will be provided.

Cancellations & Refunds

• Flexiplus tickets are refundable if cancelled by 23:59 on the booked departure date.
• Cancellations after 23:59 on the departure date are non-refundable.

Your ability to modify a ticket depends on the original purchase date. Below are the guidelines based on when your ticket was purchased.

Tickets Purchased Before March 5, 2025 (Standard Refundable Ticket)

• Valid for one year from the purchase date.
• Travel date changes are allowed, subject to availability and any fare difference.
• Changes must be made at least 24 hours before departure. After this, the ticket expires and cannot be used.
• If the outward journey is not used, the return ticket becomes invalid.
• Tickets are refundable if cancelled before the scheduled travel date and time.

Tickets Purchased on or After March 5, 2025 (Standard Plus Ticket)

Validity & Amendments

• Tickets are valid for the selected travel date and time but may be amended for travel within one year of purchase.
• Changes are allowed, subject to availability, an amendment fee, and any fare difference.
• Amendments must be made at least four hours after booked departure; after this, the ticket expires and is no longer valid.
• If the outward journey is missed, the return journey remains valid under these conditions.

Expired Bookings

• Expired tickets cannot be used and require the purchase of a new ticket at the current fare for the affected journey.
• Expired tickets are non-refundable.

Upgrades

• Before the outward journey, tickets may be upgraded to a Flexiplus ticket, subject to availability and fare differences.
• If a ticket is canceled after an upgrade, only the upgrade cost will be refunded.

Cancellations & Refunds

• • Standard Plus tickets are refundable if cancelled more than 7 days before the scheduled travel date, subject to a cancellation fee.
  • Tickets are non-refundable if:
    • Cancelled less than 7 calendar days before travel.
    • Amended less than 7 calendar days before departure to a later date within the ticket’s one-year validity.

Your ability to modify a ticket depends on the original purchase date.

Tickets Purchased Before March 5, 2025

• Valid for one year from the purchase date.
• Travel date changes are allowed, subject to availability and any fare difference.
• Changes must be made within 24 hours of the scheduled departure time; after this period, the ticket expires and cannot be used.
• Once the outward journey has been taken, the return journey must be used by midnight on the 5th calendar day.
• If the outward journey is not used, the return ticket becomes invalid.

Tickets Purchased on or After March 5, 2025

Validity & Amendments

• Tickets are valid for the selected travel date and time but can be amended for travel within one year from the purchase date.
• Changes are allowed, subject to availability, an amendment fee, and any fare difference.
• Amendments must be made within one hour of the scheduled departure time; after this, the ticket expires and is no longer valid.
• Once the outward journey is taken, the return must be used by midnight on the 5th calendar day.
• Failure to use the outward journey will invalidate the return crossing.

Expired Bookings

• If your ticket expires, a new ticket must be purchased at the current fare.
• Expired tickets are non-refundable.

Upgrades

• Before the outward journey, tickets may be upgraded to a Short Stay Flexiplus ticket, subject to availability and fare differences.
• Once the outward journey has been used, upgrades are no longer possible.
• If a ticket is cancelled after an upgrade, only the upgrade cost will be refunded.

Cancellations & Refunds

• • Short Stay Saver tickets are non-refundable.
  • If you are unable to travel and need to cancel, we can provide a letter to support any claims made through your travel insurance.

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 login details are 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

It is not possible to amend the direction of a confirmed booking. In order to travel, you will need to make a new booking in the correct direction. 

*Please refer to the Terms and Conditions to see the options available in relation to the incorrect ticket you purchased. Should you wish to discuss this further, you can contact us through our Contact Form (here). 

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 reservation system allocates space on the shuttle based on your vehicle’s dimensions. If you’re travelling with a different vehicle than originally booked, it’s essential to update your booking either:

• Online via LeShuttle*, or
• By calling our Contact Centre.

Failure to update your booking may result in delays to your journey or in some cases your travel may be refused.

*Bookings made with personal travel insurance or motor breakdown cover included cannot be amended online. Please call us to make any changes to your booking. 

Vehicle Charges & Amendments
Vehicles are charged based on size. If you change your booked vehicle, you may need to pay the difference between your original fare and the new applicable price, unless:

• The vehicle (including height), any accessories, and your date and time slot remain the same.

For full details, see our ticket terms and conditions.

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