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You are here: Home > Tickets & Fares > Ticket conditions

Ticket conditions

Scope of service

You may make a reservation for individual travel or for any group travel for up to a maximum of eight people including children at any one booking. If you wish to make reservations for more than eight people, have special requirements or you require further assistance you should ring 0345 850 1530. Alternatively you can contact us by email at

Confirmation of booking

The information on this website is an invitation to you to make a booking online. No contract shall come into effect until we send out the confirmation of booking to you. Your booking or reservation will be confirmed by email to the email address which you provide when you make your online booking. The email will set out all the details of your booking including date of the journey and the price of the ticket and your booking reference number.

Train departures

We do not accept liability if you miss your train due to your failure to arrive at the station in sufficient time. If you are catching a flight, please ensure that you travel on a train scheduled to arrive at the airport in time to complete check in, security and other departure procedures.

Comments and queries

If you are not satisfied with any aspect of our service or have any queries, you can contact us by writing to our Gatwick Express Customer Services, PO Box 3021, Bristol, BS2 2BS or via email, We will respond to any comments or queries within 10 working days.


You are not entitled to a refund on your ticket except in circumstances expressly permitted by the National Rail Conditions of Carriage. The procedure for applying for a refund is set out below.

National Rail Conditions of Carriage

(a) How to claim a refund

Log into Your Account on our Online Booking System, click on 'Apply for a Refund' fill in the details and click the submit request button at the bottom of the page. Print the form and send to us at the address shown.

If you are in possession of the tickets for which you require a refund you must return these with the completed form. Your refund will not be progressed until we are in receipt of the tickets. The refund process will take up to 7 days and your account will be credited when the refund is processed.

For those customers who are not comfortable sending their credit card details through the post please enter a phone number where we can reach you.

Please be aware that the process may take slightly longer than 7 days if we need to ring you for your details.

If you selected the Self Service Ticket Vending Machine option and have not collected your tickets, we will process the claim without you having to collect the tickets.

The amount of refund that you are due will depend on the ticket purchased and the terms and conditions of that ticket. This information is available in 'Your Account' on our Online Booking System under 'Check your order status'.

(b) Administrative fee

An administrative fee of £10.00 will be deducted from all refunds

(c) Time limit

Your claim for refund must be made within 28 days of the expiry of the ticket's validity. Refund applications made after the time limit will not be considered.

Payment of refund

All refunds will be paid in accordance with the National Rail Conditions of Carriage. Any refund due will be credited to the credit or debit card you used to book the ticket. If you receive a refund, your ticket will be cancelled and will no longer be valid for travel.

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