The Basics

What do I need to bring?

Your valid passport and your pet’s valid EU passport or appropriate immigration documents are necessary for Border Control/Immigrations.  During the Checkout process please ensure you enter your name and passport number exactly as printed in your passport.  These details are submitted to the Eurotunnel prior to our journey from the UK to France per UK regulations.  Failure to supply correct information can result in Border Control denial.  Passengers denied entry at the border are responsible for their own transportation from the Eurotunnel.  If our minibus has room on its return journey on the same day we will do everything possible to return you to Ashford Rail Station at the end of the day.

What pet documentation or pet passport does my pet need?

To read the full documentation requirements for your pet, please check under our Latest Developments area for the most up-to-date requirements.

Where does my pet sit?

You travel right beside your pet on our minibus.  Passengers are seated on one side and opposite are cages where your pet remains during the journey.  Pets must travel in cages per EU regulations.  Our cages are large enough to accommodate Great Danes for your pets comfort.

Can my pet travel if she is pregnant?

Unfortunately EU regulations stipulate pets may not travel during pregnancy as it is for their own safety.  We recommend your pet travel after its pregnancy for its own good.

What happens if my pet does not pass Border Control/Immigrations?

We pre-check your details prior to entering our minibus.  We compare your passport number provided to us with the number in your passport and check its validity.  We also check passport or documentation details to ensure the appropriate treatments have been given within the correct time frame and documented correctly by your vet.

If you or your pet are denied entry at the Border we must comply.  It is your responsibility to secure transportation from the Eurotunnel.  If your entry is denied on the English side and we have an empty seat on our return journey, we will do everything possible to collect you on our return journey and drop you back at Ashford Rail Station.  If there are no extra seats it is your responsibility to secure transportation from the Eurotunnel.  Passengers denied on the French side of the border are responsible for their transportation in the event of denial as we do not return to France until the following day.

What time should I arrive at the rail station?

UK to France:  10:00 a.m.  Please be prepared to board no later than 10:00 a.m.

France to UK:  16:00.  Please be prepared to board no later than 16:00.

We understand trains arrive from Paris shortly before 16:00.  If you are on such a train, please let us know in advance so we know when to expect you.

Can I rely upon the times?

Departure times are scheduled to allow travel from London to Paris in the same day using train travel and our vans to cross the English Channel.  Le Pet Express does its best transport you and your pet with your luggage at the stated departure time.  However, Le Pet Express are not liable for any Eurotunnel delays, consequential losses or costs incurred as a result of late departures or arrivals nor are refunds provided when the Eurotunnel is delayed.

Le Pet Express does not give refunds (or re-credit) to passengers who miss their booked timeslot (for any reason whatsoever) or are unable or decide not to travel.

How long is the journey?

The journey from Ashford rail station on the van is about 20 minutes.  The Eurotunnel crossing is 35 minutes.  Once in France, it is about 10 minutes to Calais Frethun rail station.  However, the Eurotunnel requires we arrive 30 minutes prior to departure time.  Pet passport control requires an additional 30 minutes. Therefore the total journey time from pick up at the rail station to drop off on the opposite side is 2 to 3 hours.  We provide this so that you can plan when to book your journey.

Where are the pick up points?

UK to France:  Ashford International rail station, Ashford, Kent, UK

France to UK:  Calais Frethun rail station, France

UK to France trains:  There are direct trains from London Victoria and London St. Pancras to Ashford International in Kent.  The train journey time is about 1 hour from London Victoria and 40 minutes from London St. Pancras.

France to UK:  There are direct trains from Calais Frethun to Paris.  A direct train is about 2 hours from Calais Frethun.  If you prefer to travel from Calais Ville to Paris, a taxi from Calais Frethun to Calais Ville is about 30 euros or there is a bus from Calais Frethun to Calais Ville every hour.  Its price is 2.70 euros.

Where can I see a timetable? Do you run on Bank Holidays?

UK to France:  Depart at 10:00 a.m.  Arrive at Calais Frethun, France rail station between 14:00 and 14:30.

 

France to UK:  Depart Calais Frethun rail station at 16:00 and arrive at Ashford International, Kent, UK between 18:00 to 18:30.

Can I use Le Pet Express even if I don’t have a dog or cat?

Yes!  You do not need a dog or cat to ride on our minibus.  Please bear in mind you will be sitting amongst dogs and cats and Le Pet Express is not responsible for any allergies suffered.

How do I get a passport for my pet?

If you’ve arrived in EU or the UK from a non-EU country and do not have a pet passport you may contact any local vet for their service.

Booking (How to Make / How To Change / What Time To Book / What happens If My Flight is Late)

What happens if I miss the minibus I am scheduled on/my arriving train is delayed, cancelled or rerouted?

Le Pet Express encourages you to arrive early at the rail station to not miss the van.  Due to our dependency on the Eurotunnel’s schedule, we cannot wait beyond our departure time.  If there are available seats on the next scheduled journey we will do our best to place you on it.  Passengers travelling on their booked journey have their seats reserved and will be boarded first.  Should you miss your scheduled booking, please contact our office immediately to arrange travelling on the next scheduled journey.  Le Pet Express only honors your missed reservation on the next scheduled journey.  It does not offer refunds or credits to passengers who:

  •  Miss their booked journey
  •  Are unable or decide not to travel on the next available service

Le Pet Express is not responsible for train or airline delays, reschedules, rerouting or cancellations and does not refund fares paid in the event of any of these circumstances.

How do I print my tickets?/How can I reprint my ticket? How do I get my booking confirmation?

Upon reservation completion a confirmation email is sent.  Le Pet Express will be in touch shortly thereafter via email with further details about your journey and any further documentation required by the Eurotunnel.

Can I change my reservation? Can I cancel my reservation and get a refund?

If you wish to change your reservation made online, it can be done up to 2 days prior to travel.   Only one change allowed per original ticket.   An administrative fee may be incurred depending on the complexity of the change.  To change your reservation, please call us or email us with the header “CHANGE MY BOOKING.”  This will help us process your request in a timely fashion

Reservations may be cancelled up to 2 weeks prior to a departure date for a full refund.   Reservations cancelled less than 2 weeks prior to departure will be charged a cancellation fee. The charge will be 25% of the value of the ticket.  Refunds will be credited back to the debit/credit card used to make the reservation.

Military personnel with reservations may cancel at anytime prior to departure with a full refund if the change is due to government reassignment elsewhere.  We ask you provide us with a copy of your amended documentation prior to refunding.

Are there child/student/senior citizen or group discounts? At what age do I pay for children? Do infants need a seat?

Children (aged 3 and over), infants (under aged 3 years), students and senior citizens all pay the same fare as adults.  Children under 3 years of age (classed as an Infant) may travel accompanied by a passenger over the age of 16.  Infants are required to pay for their travel as they will be occupying a seat.

The accompanying adult must bring on board an approved infant seat that fits on the bus and is compliant with current regulations.

Children under 14 must be seated using appropriate child restraints, car seats and booster seats in accordance with law. All children aged 14 and over must wear seat beats.

Le Pet Express reserves the right to refuse carriage to anyone refusing to produce valid identification of their age.

We do not provide child restraints, baby / child seats or booster seats. Passengers with children must bring their own child/booster seats with them. Passengers without the required seats/restraints will be refused carriage.

Babybuggy’s (pushchairs) of any size are not allowed on our minibus.  Le Pet Express has strict luggage requirements as it runs light weight vans and cannot exceed certain weight limits.

How do I make a reservation?

Reservations can be made online or over the telephone during our normal hours of operation.  Our phone number in the UK is 0330 113 9527 and from the US 1 (415) 874 -1255.  Or at www.lepetexpress.com.

Do I need a reservation?

No.  You may speak to the driver at the rail station and enquire if there are available seats on that journey.  Cash payments are not accepted and a valid passport is required.

Can I make a booking for persons other than myself?

Yes, you may.  Please ensure their passport details are entered correctly at the time of the reservation.  Names on tickets must match passports.

Card Authorisation/ Credit/Debit card Payment

What fares do you charge?

Each passenger pays 150 pounds.  This includes passage for 1 person and either 1 cat or dog on the Eurotunnel, the Eurotunnel fee, the price of your pet and tax.   Each may passenger may travel with a maximum of 2 pets.  Your second pet’s price is 50 pounds.

How can I pay?

Le Pet Express does not accept cash payments.  Debit or credit card payments of all major providers are accepted.  BACS payments are also accepted.

Can I pay the driver?

Online reservations guarantee you a seat on the van and payment is taken at the time of the reservation.  If seats are available on the day, you may purchase a ticket from the driver and pay using your debit or credit card only.

My card was authorized but I did not get a booking confirmation.

This typically happens when either the request for payment did not arrive at the payment provider or LePetExpress did not receive confirmation from the payment provider.  Without both the send and receive, LePetExpress cannot charge your account for a booking.

Please do try again in such circumstances. A booking is only created when you successfully receive an email stating “Booking confirmed.”

Will I receive a receipt?

Yes.  Two emails are sent.  The first is your boarding pass and confirmation of your journey.  The second is your receipt. Emails are generated and sent immediately upon a successful booking.

Does Le Pet Express keep my payment details?

Le Pet Express does maintain your payment details.  Details are maintained by our 3rd party payment provider.  Should you wish further information about our 3rd party payment provider, please email us at enquiries@lpe.com.  Privacy related information like your name, address, passport number, etc. are permanently removed from our system following the standard retention period per the UK Office of the Traffic Commissioner.  We are required to hold them for the Commissioner’s audits.  The typical retention period is 60 days and set by the Commissioner.