Customer Service
For queries relating to your booking please contact Gatwick Express Customer Services via email at customerservices@gatwickexpress.com or by telephone on 0845 850 1530 (UK Only) or on +44 (0) 845 850 1530 (callers from outside the UK).
Their opening hours are 8am - 8pm Monday - Sunday.
Please be aware that their customer service staff can only respond to telephone calls and emails received in English. We apologise for any inconvenience this may cause.
I have made a purchase online. Can I cancel the booking?
No, bookings cannot be cancelled online. However you may apply for a refund under conditions specifically allowed for in the National Rail Conditions of Carriage. Should you wish to cancel your booking and your application meets these conditions please do as follows:
Where claims should be directed:
Application prior to ticket redemption: You should forward the booking confirmation document that was e-mailed to you when the booking was made to contact.refund@gatwickexpress.com stating that you wish to cancel your booking. No e-mail application will be considered unless the original booking confirmation is attached. Please note that this address should only be used for refund applications all other enquiries should be addressed to customerservices@gatwickexpress.com
Application after ticket redemption: You should make written application to Refunds, Gatwick Express, Go-Ahead House, 26-28 Addiscombe Road, Croydon, CR9 5GA. You should include your ticket and the reason that a refund is required.
Refund administrative fee: A fee of £10.00 will be levied on all refunds whether application is written or electronic.
Time limits: Your claim for refund must be made within 28 days of the expiry of the ticket's validity, no application will be considered after this.
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Can I change the travel date?
You will be able to redeem your ticket onboard the train anytime from the day after you have made the booking up until 30 days after the date of travel booked.
e-tickets can only be booked for next day travel up until 6 months from date of booking.
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I have not received a confirmation email yet?
Confirmation email should arrive within ten minutes. If it has been longer than ten minutes, please contact customerservices@gatwickexpress.com
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Can the tickets be posted to me?
Tickets can only be redeemed onboard the train.
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What time is the first train from Victoria?
The first train is 03.30 am. The Timetable page contains the full timetable and outlines any planned improvement works for future dates.
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Can tickets be used in either direction?
Yes, tickets will be valid for travel in either direction.
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What is an e-Ticket?
e-Ticket is an Electronic Ticket which enables you to purchase your ticket on-line, use the reference number given at the end of your booking transaction, or the credit card used to make the booking and give this to the customer service representative member on board the train.
e-Ticket is ticketless travel which means you can travel with just a reference number or your credit card used to make the booking, no need to stop at a ticket machine or ticket office, just board the train.
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Child fares
Children under five years of age travel free. The Fares page contains the fare details for passengers aged between 5 and 15 (inclusive).
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What transport is available from Victoria at night (after the London Underground closes)?
Victoria station is conveniently located to provide access to local bus and taxi services. There are 2 taxi ranks at the station, one directly above the Gatwick Express platforms, and the other, just outside the front of the station. Local buses also operate from the front of the station and a selection run throughout the night.
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What is Delay Repay?
If we have delayed your journey, regardless of the cause, then Southern will compensate you.
You can claim a refund from us under our Delay Repay scheme.
To make a claim visit gatwickexpress.com
You can either apply on line or download the form for claims for all other tickets.
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Refunds
Refunds/Exchange of tickets are permitted under certain circumstances (see Terms and Conditions).
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Complaints
Please address any complaints in writing to:
Customer Services Department, Gatwick Express, Go-Ahead House, 26-28 Addiscombe Road, Croydon, CR9 5GA
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Airport/Airline information
Please note that travellers from/to Gatwick must be in possession of valid travel documentation. Please check with your airline, travel agent or Embassy for current details.
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When booking a ticket please remember:
- Use the 24 hour clock
- Be clear on your travel dates - if your flight departs/arrives at Gatwick in the early hours of the morning, your connecting Gatwick Express train journey may not be on the same date as your flight!
Your booking will be confirmed and a booking reference produced in the next 2 hours. This will be automatically sent via return email to you. On receipt, please make sure that you save your booking reference, as you will need to quote this in any communication.
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Lost Property
You have three options to contact us, if you’ve lost belongings while on a Gatwick Express train:
- Telephone: 0845 850 1530 (Overseas: +44 208 5282 900)
- Email: customerservices@gatwickexpress.com
- Fax: 0845 27 29 30 (Overseas: +44 208 5282 901)
Please Note:
If you wish to contact us, please have your reference to hand.
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