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You are here: Home > Contact Us > FAQs > Credit cards

Credit cards

Can I use a UK credit card that's registered to a foreign address to buy tickets online?
How do I collect my tickets from the ticket machine if I have lost or had my credit card stolen?
How secure is your website with my credit card details?
My booking didn't go through yet I was charged for the tickets, will I get my money back?
What can I do if my credit/debit card has expired in between the time that i have booked my tickets on-line and collection via ToD?
Which debit/credit cards can be used to purchase tickets at gatwickexpress.com?
Why has my debit/credit card not been accepted?


Can I use a UK credit card that's registered to a foreign address to buy tickets online?
I'm afraid that because of the security processes we have in place, it is not possible to buy tickets online in this way.

For customers living overseas it is advisable to get a non-UK card to avoid any problems in the future.

Many websites do not use the security processes that Gatwick Express employs therefore it will be possible to buy goods online using a UK card that's registered to a foreign address.

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How do I collect my tickets from the ticket machine if I have lost or had my credit card stolen?
It is not possible to collect your tickets from the ticket office without your credit card if it is lost or stolen.

You can only use the card used to buy the tickets in order to collect your tickets.

Ticket office staff will not print tickets unless the appropriate card is produced.

In this instance new tickets will need to be purchased in order to travel and the originals refunded. The usual administration fee will be waived.

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How secure is your website with my credit card details?
When making payment on our website you can be assured that your debit/credit card details are secure and protected.

Our systems use Secure Sockets Layer (SSL) technology. This system encrypts your card details and stops anyone else accessing them as your transaction travels through the internet.

Our system also uses 3D Secure verification in the form of "Verified by Visa" and "MasterCard SecureCode". These work in a similar way to “chip and pin” but for online purchases. If you are enrolled in the "Verified by Visa" or "MasterCard SecureCode" with your bank, then during the purchase you will be directed to your bank’s website and prompted for the private code known only by you and your bank. This enhances your protection against unauthorised use of your card when purchasing at southernrailway.com.

Please note that enrolment in a 3D secure scheme may be compulsory for some banks/card providers.

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My booking didn't go through yet I was charged for the tickets, will I get my money back?
When a transaction authorisation is requested from Gatwick Express to your bank the bank reserves the funds for release almost immediately. Gatwick Express will then process the transaction and if all the details are correct (ie card details, billing address etc), then the transaction will complete and the booking will be made.

If, however, there is a problem with any details being incorrect - particularly the billing postcode – Gatwick Express will decline the transaction and an authorisation to void the transaction will be sent from Gatwick Express to the bank.

Unfortunately, the bank does not always release the funds back into your account immediately, but these funds are not being held by Gatwick Express.

In some cases the bank may not release the funds back into your account until the original authorisation request has expired, which could be up to seven days, so we would recommend that you check with your bank if the transaction has completed.

We would advise that when purchasing tickets online you ensure the payment details you enter are EXACTLY the same as the details on your credit card statement to avoid any inconvenience caused by your transaction being declined.

If however, after 7 days your account has not been credited by your bank we would suggest you contact us

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What can I do if my credit/debit card has expired in between the time that i have booked my tickets on-line and collection via ToD?
If your card has expired, we will not be able to issue the tickets on your behalf.

Please ensure that your credit/debit card is valid prior to collection otherwise, select one of the postal options.

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Which debit/credit cards can be used to purchase tickets at gatwickexpress.com?
We accept Visa Credit, Visa Debit, MasterCard, Solo, Electron and , Maestro, and American Express.

We no longer accept JCB or Diners Club cards.

If you are collecting tickets from a non-Southern Railway self-service ticket vending machine please note that only standard shaped cards are accepted. Non-standard cards such as Mint and American Express cannot be used in non- Southern Railway self-service ticket vending machines. In such cases please speak to a member of Travel Centre/Ticket Office staff who will be able to assist.

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Why has my debit/credit card not been accepted?
There may be a number of reasons why your card has not been accepted.

  • The card number may have been mistyped, some of the digits missed, or not read from the correct number on the card
  • The billing address and postcode may have been mistyped, this should also be the same address at which your account is registered with the bank
  • The wrong card type may have chosen (e.g. MasterCard, Visa etc.)
  • The bank may have declined to authorise payment for this amount
  • The card may be one where the cardholder must be present and it is therefore unsuitable for online bookings.
  • The card may already be enrolled in Verified by Visa or MasterCard SecureCode, in which case the cardholder should complete the details in the secure frame that have been requested by the card issuer before proceeding
  • The card issuer may have stipulated that the cardholder must enrol their card in the either the Verified by Visa scheme or MasterCard SecureCode scheme before being allowed to proceed

We would recommend that you inform your bank when making any large purchase against your credit card to ensure that payments are not declined

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