How to contact Gatwick Express
Because of a technical problem affecting our email handling system, there may be a small number of customers who have a delayed response or a duplicated response to their enquiry.
Please bear with us while we work with our IT team to sort out these problems. A problem with mail delivery may also mean there is a slight delay in us getting back to you. We're working with Royal Mail to resolve this situation.
Please be assured that we will respond to you as soon as possible.
Telephone: 0345 850 1530
Fax: 03451 27 29 30
Text/Minicom: 03451 27 29 40
Costs to call 0345 numbers are the same price as calling an 01 or 02 landline even from mobiles.
PO Box 10240
Frequently asked questions
Can’t find the information you are looking for? Try our frequently asked questions section.
Have you received good service?
Have you received good service? If you have received great service from a member of staff you can nominate them for an excellence award. Email email@example.com.
Under the terms of the Data Protection Act (DPA) and subject to certain exemptions, you are entitled to ask Gatwick Express for a copy of all, or part, of the personal information which it holds about you for the purposes of providing services to you. Find out more about personal data and how to request information.
If you have any feedback
If you want to give us any feedback you can email us at: firstname.lastname@example.org
What do I do if I am not happy with your response to my complaint?
We'll do our best to resolve any problems you've had in a fair and reasonable way. If, you're unhappy with our reply please let us know . Alternatively you can write to Transport Focus or London TravelWatch, independent consumer watchdogs, established by Parliament to protect and champion passengers' interests. They will consider your case and, where they believe it is appropriate will follow things up with us on your behalf.
For journeys within the London area
169 Union Street
Tel: 020 3176 2999 (Monday to Friday, 09:00 to 17:00)
For journeys outside the London area
PO Box 5594
Southend on Sea
Tel: 0300 123 2350 (Monday-Friday 08:00 to 20:00, Saturday and Sunday 08:00 to 16:00)
Alternative dispute resolution
Where we are unable to resolve your complaint internally we are required to advise you that "Ombudsman Services” who are providers of Alternative Dispute Resolution (ADR) services for the rail industry and who could deal with your complaint If we were also participating in ADR. However, as Transport Focus and London Travelwatch already provide a mediation service for passengers in the rail industry, we will not participate in the ADR process offered by Ombudsman Services
PO Box 730
Tel: 0330 440 1614
Online Dispute Resolution
Online complaint refers to a complaint made in relation to an online purchase via our website. Where we are unable to resolve your online complaint internally, consumers should be aware of the Online Dispute Resolution process. Further details may be found at: http://ec.europa.eu/
You can also download our complaints document below, for information on how to contact us.