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You may not have more than 9 passengers in total

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Customer Services

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
E-mail: customerservices@gatwickexpress.com
Fax:  03451 27 29 30
Text/Minicom: 03451 27 29 40

 

Twitter rules of engagement

Calls charges
Costs to call 0345 numbers are the same price as calling an 01 or 02 landline even from mobiles.

Write to:

Gatwick Express
Customer Services,
PO Box 10240
ASHBY-DE-LA-ZOUCH
LE65 9EB


Frequently asked questions

Can’t find the information you are looking for? Try our frequently asked questions section.

Frequently asked questions


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 customerservices@gatwickexpress.com.


Personal data

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.

Personal data


If you have any feedback

If you want to give us any feedback you can email us at: customerservices@gatwickexpress.com

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

London Travelwatch
169 Union Street
London
SE1 0LL

Tel: 020 3176 2999 (Monday to Friday, 09:00 to 17:00)

Email: enquiries@londontravelwatch.org.uk

Visit: www.londontravelwatch.org.uk


For journeys outside the London area

Transport Focus
FREEPOST RTEH-XAGE-BYKZ
Transport Focus
PO Box 5594
Southend on Sea
SS1 9PZ

Tel: 0300 123 2350 (Monday-Friday 08:00 to 20:00, Saturday and Sunday 08:00 to 16:00)

Visit: www.transportfocus.org.uk


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

Ombudsman Services
PO Box 730
Warrington
WA4 6WU

Tel: 0330 440 1614

Visit: www.ombudsman-services.org


You can also download our complaints document below, for information on how to contact us.

pdf icon  Govia Thameslink Railway complaint handling procedure