Frequently Asked Questions
Q) I need to make amendments to my booking i.e. date / registration change, how do I do that?
A) If you don’t have an account with Eurotunnel and need to amend your booking prior to travel, you will need to contact the Eurotunnel Freight sales team at least 24 hours prior travel with all the relevant details. This will need to include your booking reference number(s) and the amendments required. Please note only vehicle registration and dates of travel can be amended. We cannot amend direction or length. For more information on our How to amend your booking section.
Q ) I can’t see a timetable, what are your train times?
A ) We have up to 6 departures per hour at peak times. For more information, please visit our Freight timetable section.
Q ) What is capacity protection ?
Eurotunnel wants to ensure that customers’ regular traffic can continue to cross even when the service is affected by disruptive events and the demand is higher than the available capacity.
Eurotunnel’s capacity protection ensures all regular Eurotunnel business is not affected by unpredicted surges in demand of non regular traffic that chooses to cross with Eurotunnel on these days.
When capacity protection is active, all non-account holders’ sales are suspended and turn up and go traffic is rejected. Bookings already made will remain valid during capacity protection but new bookings will not be possible.
More info here.
Q) Can I take a pet with me?
A) Pets are not permitted on the Freight service.
Q) How many people can travel within the vehicle?
A) We allow a maximum of five people per vehicle.
Q) Are there any additional costs for additional passengers?
A) No, we only charge per vehicle unit. However, for safety reasons, all passengers need to be declared at Check-in.
Q) What is Eurotunnel's dangerous goods (ADR) policy?
A) For more information about Eurotunnel's policy on the transport of dangerous goods, please visit our Dangerous Goods section.
Q) What is the London congestion charge?
A) Please click on the link below for more information: http://www.tfl.gov.uk/roadusers/congestioncharging/
Q) Can I purchase a ticket on arrival at the Terminal?
A) Yes, tickets can be purchased at the Freight Drivers' Centres
In Folkestone, the Freight Drivers' Centre is situated in the Freight park directly after the Check-in.
In Calais, it is situated just before Check-in.
Q) How much flexibility do I have for my ticket?
A) You book for your planned travel date, and it will be valid for the planned date of travel and one day either side.
Q) What is the journey time?
A) The crossing takes 35 minutes platform to platform.
Q) I do not know what time I will be travelling. Will that matter?
A) No. With the Freight service, you book for the day of travel. Upon arrival you are allocated to the next available departure.
Q) How do I obtain a refund ? (Applies to non account holders only).
A) As stated in our Terms and Conditions, Freight bookings are amendable prior to the planned date of travel depending on availability and travel must be undertaken within 6 months of the initial date of booking. You can make amendments to your booking online.
Q) I do not have the vehicle registration. How do I make my booking?
A) We require a vehicle registration at the time of booking which enables immediate identification at check-in by our automatic number plate detectors. You can however book up to an hour before arrival, or you can pay for your travel upon arrival.
Q) I will be travelling with a child, is this OK?
A) Only children over the age of 12 years old can travel on the Freight shuttles.
Q) Where is Eurotunnel situated?
A) Eurotunnel transports vehicles from Folkestone in Kent, to Coquelles in France.
Q) I do not have a trailer number, does this matter?
A) No. This is not essential when making your booking.
Q) What does tractor registration mean?
A) This is your vehicle registration number.
Q) My V.A.T number does not work online?
A) You will need to ensure that your country code is stated upon entry. If you are still experiencing problems please contact us.
Q) When booking online, you are requested to enter personal details. Do you mean mine or the driver’s details?
A) This request is for the person who is making the booking for invoicing purpose (not the drivers information).
Q) How do I open an account with Eurotunnel?
A) Please visit our How to open an account section and contact the Eurotunnel Freight sales team who will take your company details.
Q) What do I do if I have lost an item(s) when using your service?
A) Please contact the Eurotunnel Freight sales team immediately if you believe you have lost an item(s), providing us with as much information as possible.
Q) Do I stay with my vehicle during the crossing?
A) No a bus will take you to a “Club Car” (amenity wagon) during the journey and you will be taken back to your vehicle on arrival..
Q) Where can I do Customs Clearance near the Terminal?
A) At Channel Customs, Stop 24 Folkestone services, located just off junction 11 of the M20.
Q) Is there a facility on the terminal for secure parking?
A) No due to space restrictions, we do not allow vehicles to park on the terminals.
Q) Can I purchase Road Tax at the terminal?
A) The easiest way to obtain the Eurovignette is to book on line via the www.eurovignettes.eu. However your drivers may also purchase it from the Travelex desk in the Eurotunnel Passenger Terminal Building, from 05:00 to 22:00 (GMT), or in the truck parks located a short distance from the Folkestone terminal (e.g. Stop 24 or Ashford Truck Stop).
Q) Can I drive in France if it is a Bank Holiday or a weekend?
A) Only vehicles less than 7.5 tons can travel on the French Motorways during Bank Holidays and weekends. This restriction applies from 22:00 hrs (CET) on Saturdays to 22:00 hrs (CET) on Sundays.
Q) Can I eat on board the train?
A) Yes. On board Club Cars, vending machines offering cold and hot drinks and snacks are available.
Q) Can I travel on a Freight Shuttle with a campervan?
A) For safety reasons, campervans are not authorised to travel on our freight shuttles.
Q) Can I transport spare fuel in my vehicle on a freight shuttle?
A) Yes - a maximum of 60 litres per transport unit may be transported and should be in suitable portable fuel containers.