Our PARIS DESTINATION GUIDE FOR AUTISTIC FAMILIES is now available!
This post provides all you need to know about travelling on the Eurostar Special Assistance scheme with Autistic children.
The info relates to trains departing from London. For Eurostar trains departing Paris click here.
We travelled between London & Paris in April 2024
Dep London @ 11:31am - Arr Paris 2:50pm
Dep Paris @ 10.11am - Arr London11:30am
Journey time: 2 hrs 19mins each way
It is not an exaggeration to say that without their help, it would have been almost impossible for our neurodivergent family to have the experience of travelling to Paris by train
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All parents know that travelling days can be hard work - and for our autistic children they can be particularly overwhelming. The sounds, smells, numbers of people, frequent location changes, moving from place to place, long queues and plenty of uncertainty – there is so much that can cause emotional dysregulation and distress.
On paper, the Eurostar is an easy 2hr journey from St Pancras in London to Gare du Nor in Paris. In theory you should emerge on the continent after a relaxing trip, refreshed and ready to explore. Unfortunately the reality of travelling as a neurodivergent family with autistic children in normally anything but relaxing!
We do our best to help our boys stay as calm as possible by minimising as many of these factors as much as possible, and a special assistance scheme like the one with Eurostar is normally the first place we start. Although I had been aware of the Eurostar service for a while but this trip would be our first time using it, and I was keen to see how it worked on the ground.
Would it really make a difference to our experience of travelling with our children?
How relaxed would J and I be (and indeed the boys) when we arrived in Paris?
WHO IS EUROSTAR'S SPECIAL ASSISTANCE FOR?
Eurostar has put considerable effort into it special assistance offer and there is a wealth of information that is easy to read and understand on its website. Along with wheel chair users, partially sighted and other physically disabled passengers, they also state that their service is also available for passengers with a hidden disability, and actually mention autism. They also welcome those with other neurodivergent conditions or learning disabilities who would benefit from support.
The information is contained on their Eurostar Special Assistance (Autism) page.
WAS IT EASY TO BOOK EUROSTAR SPECIAL ASSISTANCE FOR MY AUTISTIC CHILDREN?
Yes! It was very easy to book special assistance, and we had an incredibly positive and affirming experience. To book the service I simply had to complete a contact form at least 24 hours before travelling (obviously I did this over a month in advance!) and explain our situation. Below is an extract from the communication I received from the Eurostar Accessibility Team:
"It's always nice to get away and I hope the little man is looking forward to his train experience, we can certainly do as much as we can for you to relieve any worries on the day. What I would look to put in place for you is Fast Track through security so you won’t have to stand with the crowds on the day. I can understand that this can be a little bit of a trigger.
I have also had a little look at your seats and there is availability towards the end of the coach so you are not so much in the middle, which can also be a little bit anxiety inducing as well from a hidden disability perspective. Sorry to go into a lot of detail but I just want to make sure that you have a nice time when traveling with us."
When I read this email I almost cried, it was amazing to feel heard, and supported in such an understanding way. I was feeling confident for the journey ahead.
HOW DID SPECIAL ASSISTANCE HELP US AND OUR AUTISTIC CHILDREN ON THE DAY?
Check-in for special assistance (SA) at St Pancras Station takes place next to the counters for regular travellers. It was clearly signposted and easy to find.
We arrived early and approached the attendant at the Special Assistance entry point. He asked our departure time, and we were not surprised when he said we should come back in around 30 minutes. Travelling over the Easter holidays meant it was super busy and they were controlling numbers train side.
The queue for regular check-in, passport and security was scarily long - we were happy to do whatever he told us! In fact we used the time to sort out our luggage, get a coffee and use the bathroom facilities. The boys really enjoyed having time to look/run around - they loved using the escalators and the stairs, finding the statues and listening to people play the public piano that is available in the middle of the station.
About 90 minutes before our departure time we headed back to Special Assistance and were waved through to the desk. There was a short wait as there were a couple of people in front of us but there were chairs to sit on which helped, and we were soon assigned our guide to take us through. This is when the benefits of SA really became clear. My husband was taken to the front of the regular security queue so the luggage (and him) could be scanned while we went through a dedicated security gate with no queue. We met up on the other side and were all taken to another dedicated passport control desk (again with only a very small queue).
Even going this route with its speed and relative quiet, the number of different guards and officers checking us and talking to us was difficult for B to cope with and he was beginning to show signs of emotional distress. We had requested a wheelchair for this reason, and the guide was happy to push the luggage while my husband pushed the chair - this meant B was able to sit on my lap and hide under a light scarf as we were taken down to the waiting area, a large seating area dedicated to those travelling with Special Assistance. As soon as we stopped by the seats B immediately took off his shoes and socks and started spinning - he was really struggling.
Having space in the waiting area made it easier for us to help B calm down, although the shoes and socks remained off. Even when he ran out of the waiting area and tried to go through the sliding doors onto the actual platforms the staff couldn't have been more kind or patient - adopting a non-judgemental attitude as I repeatedly chased after him and carried him back!
We probably only waited about 20 minutes, (although it felt much longer!) and soon another guide came to take us for boarding in advance of the other passengers - this meant we were the first to go on to the train. As boarding the train for the first time was a significant transition - and one my older child had been anticipating for many months - it was also a moment fraught with emotional excitement. It was full on, with the boys shouting and being all over the place.
Having the time and space to settle them at our table, without worrying about our noise and general kafuffle bothering other passengers was so helpful. The guide was great as he also helped my husband to get our substantial amount of luggage on the train. This would have been a big task on his own, as I was fully involved looking after the children.
FINAL THOUGHTS
With the sunflowers quiet I took my first proper look around the Standard Premier carriage and was pretty impressed. It was our first time booking this class and I wasn't sure what to expect - for more information on travelling Standard Premier, read .....).
What can I say - our experience of using Eurostar Special Assistance at London St Pancras was absolutely excellent. All the staff were kind and supportive to us and our autistic children. They treated us with respect and did their best to make the process of checking in, security, passport control, waiting and then boarding the train as low demand as they possibly could, given the situation.
With the sheer volume of people being processed, and the amount of queuing required to get through each stage, it is not an exaggeration to say that without their help, it would have been almost impossible for our neurodivergent family to have the experience of travelling to Paris by train.
Having successfully left London, we wondered what Special Assistance would be like on the French side after such a good start to our trip, it had a lot to live up to .... read .... to find out.
So did we arrived in Paris refreshed? Well, yes, I'd have to say we did!
My Top 3 Tips for Neurodivergent Families Travelling on Eurostar
Use Special Assistance!!! Dont be afraid to ask them for help! It is there to support neurodiverse families as well as those with physical disabilities
Contact them as early as possible after making your booking, and be honest about the needs of you or your children
Although it is designed to help you avoid the worst of the crowds and queues, at busy times there may still be some waiting around. Bring plenty of snacks / fidget toys to help your children stay calm.