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Important Alert

Hot weather - always carry water with you

Travelling during hot weather

  • Always take a bottle of water with you - avoid dehydration
  • If you feel unwell, don't get on the train - seek help from a member of staff at the station or use the station Help Point
  • If you feel unwell while on the train - get off at the next stop and use the station Help Point

Sometimes, we have to alter our services during very hot weather. This can mean a change to service provision and/or speed restrictions put in place to minimise stressing the rails. Click here to find out more.

 

Staff Shortages

Due to a staff shortage the following Gatwick Express train services will be subject to cancellation this afternoon;

from Gatwick Airport 19:05. 20:35, 20:50, 21:50 and 23:35

from London Victoria 19:45, 20:00, 21:00 and 22:45

We are very sorry for the inconvenience this will cause you on your journey today, as an alternative tickets will be accepted on Southern train services between London and Gatwick.

 

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Delay Repay compensation

If we have delayed your train journey by more than 30 minutes, regardless of the cause, then Gatwick Express will compensate you for your train travel. You can claim compensation from us under our Delay Repay scheme.

How it works

If you have been delayed and wish to claim compensation then you must do so within 28 days of your delayed journey. In order to claim you must provide us with proof of travel.

This could be your original ticket, a ticket receipt or a copy of your season ticket.

You can submit your claim by completing an online Delay Repay form:

Online Delay Repay form

Downloading the form and posting it to us:

pdf icon Delay Repay form (174kb)

Or you can pick up a form at any Southern or Gatwick Express staffed stations.


You will find details of the scheme outlined in our Passengers' Charter which is available at all Southern or Gatwick Express staffed stations or online:

 Download the Passengers' Charter Leaflet (595kb)


Key smartcard holders

We are currently working on a system to enable key smartcard holders to submit a claim directly through their account. Until that solution has been fully developed, if you hold a key card and need to make a claim, please fill in the online form (there are instructions in red for key card customers) and submit or alternatively call our Customer Services team on 03451 27 29 20 and one of our Agents will submit a claim on your behalf.


Levels of compensation

Single and return tickets

If you have a single or return ticket the level of compensation is calculated as follows:

Delays of 30-59 minutes Delays of 1 hour or more Delays of 2 hours or more
50% of single ticket price 100% of single ticket price 100% of single ticket price
25% of return ticket price 50% of return ticket price 100% of return ticket price

Season tickets

Season ticket refunds will be calculated on the proportional daily cost of your ticket. Further information on how this scheme works can be found in our new Passengers' Charter, which is available at all Southern or Gatwick Express staffed stations.

Payment

Compensation is paid in National Rail Vouchers (valid for one year on most UK rail operators). If you have an online account with us, you can opt for evouchers which can be used towards another purchase, saved towards your next Season ticket or other products such as PLUSBUS. We no longer offer cheques, however our new National Rail Vouchers may be exchanged for cash at any Southern or Gatwick Express Ticket Office if you prefer.

Important information

Delay Repay claims are made on a per journey basis, not a per service basis. Because of this, we ask you to tell us the time of the service you planned to take and then we can base your compensation on the actual length of the delay you experienced. You cannot, therefore, claim for every possible service that was delayed or cancelled. In order to process your claim, we require you to advise us which service you actually intended to travel on.

All claims are checked and verified. Southern reserves the right to prosecute fraudulent claimants.

Please be aware that we do not generally accept claims for consequential loss as per the National Rail Conditions of Carriage (condition 42C). Consequential loss would include flights, and alternative travel.


What do I do next?

If you wish to claim compensation then you can print the downloadable form, pick up a leaflet from any of our staffed stations or, if you are a season ticket holder, submit an online application.

pdf icon Download Delay Repay form (174kb)

Or pick a form up from any of our Southern or Gatwick Express staffed stations.

Written applications should be posted to:

Freepost RSKU-BLGX-LHBR
Gatwick Express
Delay Repay
Unit 16
Coalfield Way
ASHBY-DE-LA-ZOUCH
LE65 1JT

Your written application should be submitted within 28 days of the delay and must include your original ticket, a ticket receipt or a copy of your Season ticket. We will respond to your claim within four weeks.