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I have a query about my Avios Account
If you have any queries about your Avios account, please visit the Avios Help Centre.It won't accept my British Airways Club membership number to earn Avios?The British Airways Club membership number, date of birth entered and the name on your Clu...
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I’ve booked my travel through a third party (such as a travel agent or tour operator). What should I do if I have a question or complaint?
As your booking was made through a third party, your contract is with them rather than directly with LeShuttle. Therefore, any queries or concerns should be directed to your travel agent or tour operator, who will be best placed to assist you.
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How will Flexiplus customers be affected?
Folkestone to CalaisWhen leaving Folkestone (UK), Flexiplus customers will benefit from a dedicated waiting lane in the vehicle dispatch area, which prioritises the release of Flexiplus vehicles into the EES zone. (Once in the EU’s EES zone, there...
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I have accessibility needs, how will the additional checks affect me?
At check-in, our staff will direct customers with assistance needs to a designated area within the EES zone. We have dedicated parking bays where travellers can register their details using a tablet with assistance from our trained team. Our staff...
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How can I get a history of my bookings?
You can access your bookings through your Club LeShuttle account for up to one year after your travel date. Once logged in, scroll down to the section for upcoming or past bookings. To view past bookings, click on "Past Bookings," then either sele...
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Entry/Exit System (EES)
Summer 2026 update: There will be no EES biometric capture at LeShuttle terminals in Folkestone or Calais during the summer holiday period. Customers can continue to travel through our terminals as normal.What is the Entry/Exit System (EES)?The En...
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Travelling with air riffles/air pistols
If you plan to travel with an air rifle or air pistol, you must carry the appropriate certification or license for the weapon. These firearms must be securely stored within the vehicle and declared at all checkpoints throughout your journey. The t...
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Can I make a booking if I don’t have a Club LeShuttle Account?
Yes, you do not need a Club LeShuttle account to make a booking, you can go ahead and book as a guest.
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What's the difference between Standard, and Standard Plus tickets?
StandardA Standard ticket can be booked for any duration, as either a single or return journey.it is not refundable.It can be used with a Flexiplus return ticket, or Standard return ticketWhen bookingWhen booking it will be offered alongside a Sta...
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Can I amend my Standard Plus ticket?
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 Between March 5, 2025 and March 16, 2026Validity AmendmentsTickets are valid for the selecte...
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How do I register to purchase Duty Free goods at the LeShuttle terminal?
Each passenger who wishes to make duty free purchases will need their own individual QR code. This QR code is presented at the Duty Free shops till before the purchase is made. Please note that you cannot purchase duty free products at the LeShutt...
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Is the lounge accessible for customers with reduced mobility?
Yes. The Flexiplus Lounge has step-free access. If you need any support at any point during your journey, please speak to a member of the team, who will be happy to help.
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Is there Wi-Fi in the lounge?
Yes. Complimentary Wi-Fi is available throughout the Flexiplus Lounge.
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What should I do if I have a question or need help during my visit?
A member of the lounge team will be happy to help with access, refreshments or any questions about your onward journey.
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Where can I charge my electric vehicle?
In Folkestone, electric vehicle charging is available at the Passenger Terminal only. There are no EV charging points at the Flexiplus Lounge.If you're travelling from Calais, electric vehicle charging is available. Charging points are offered on ...
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Is the lounge suitable for children?
Yes. Families travelling with Flexiplus are welcome in the lounge.The Calais lounge includes a small children’s area with a TV. Complimentary children’s activity packs are also available, please ask a member of the lounge team during your visit. A...
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Where can I exercise my pet before travelling?
Dedicated pet exercise areas are available at both Passenger Terminals. These provide more space than the pet areas at the Flexiplus Lounges, so we recommend using them before continuing your journey where possible.
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Can I take my pet into the Flexiplus Lounge?
Pets are welcome in the Flexiplus lobby area but are not permitted inside the main lounge. Assistance dogs are welcome throughout the Flexiplus Lounge.Please ensure your pet is kept on a lead at all times.
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I’m travelling with a pet on a Flexiplus booking. What do I need to do?
Pet check-in must be completed before you visit the Flexiplus Lounge.In Folkestone, Pet Reception is located at the Passenger Terminal. Please follow the signs to Pet Reception after check-in.In Calais, Pet Reception is located before the check-in...
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How long can I stay in the lounge?
You are welcome to stay in the Flexiplus Lounge for as long as you wish before travelling. You can choose the departure that best suits your plans, and the lounge team can advise on upcoming departure times when you arrive.
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Do all passengers on my booking have lounge access?
Lounge access is available for passengers travelling on a booking with Flexiplus included.
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Can I still use the lounge if I arrive outside opening hours?
Outside lounge opening hours, customers may still access the lounge lobby. Complimentary refreshments are available during lounge opening hours only.
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What are the Flexiplus Lounge opening hours?
Flexiplus Lounges are open daily from 06:00 to 22:00, with the Calais lounge open until 22:30. Opening hours may occasionally vary.Outside these hours, the Flexiplus lobby remains open for customers, with access to toilets and complimentary hot dr...
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Can I use my QR code more than once?
Your QR code is valid for one lounge entry per journey and can only be used in the direction of travel for which Flexiplus was purchased.If you have Flexiplus for both your outbound and return journeys, you will receive a separate QR code for each...
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When will I receive my QR code?
Your QR code will usually be sent 24 hours before your journey. If you book Flexiplus within 24 hours of travelling, it will be sent shortly after your booking is confirmed.
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How do I access the Flexiplus Lounge?
You will receive a QR code by email before you travel. Simply show this QR code to a member of the lounge team when you arrive.If you cannot access your QR code or don't receive this, please speak to a member of the lounge team and provide your bo...
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Where is the Flexiplus Lounge located?
The Flexiplus Lounge is located after Border Controls, before boarding. Follow the Flexiplus Lounge signs when you arrive at the Passenger Terminal.
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Can I use my own bag or container for refreshments?
To ensure refreshments are available fairly for all passengers, only the grab-and-go bag provided by the lounge team may be used for items taken from the lounge.
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Can I enjoy refreshments in the lounge and take a grab-and-go bag?
You can choose how you would like to enjoy your refreshments. Relax in the lounge before boarding, or take a grab-and-go bag with you for your journey.To ensure refreshments are available for all Flexiplus customers, each passenger can choose one ...
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Can I take refreshments with me?
Yes. You can choose to enjoy your refreshments in the lounge or take them with you for your journey.If you would like to take refreshments away, please ask a member of the lounge team for a grab-and-go bag.