Dismiss Alert
Important Alert

Live travel news:

Amended Gatwick Express service on Sunday 4 October

Skip navigation

Hello screen reader user. To ensure our website is continually improved and meets the needs of its visitors, we would like to hear your views about our website whilst using your screen reader. Please email your feedback to access@gatwickexpress.com. For more information please read our Accessibility statement. Thank you. Skip navigation


Book your tickets

How many tickets?

Passengers' charter

This is our Passengers' Charter. It tells you about our commitment to you and the standards to which we work.

Dear Passenger,

Since our franchise started in September 2009 we have invested £79 million in improving your journey. We will continue to work hard to improve the service we provide to you with further investment to come over the life of our franchise to July 2015.

Our aim is to improve your overall experience with Gatwick Express.

Our focus is on providing;

Better punctuality of your trains through reliability improvements of our trains and of the railway infrastructure, in collaboration with our industry partners
Enhancements to information provision, particularly during disruption, at stations, on trains and from our staff
Easier, safer and quicker ways to buy your tickets with online services and the continuing rollout of our new Smartcard ticketing, and;
Wherever we are able, continuous effort to improve the general quality of the service we provide, informed by our service quality measurement regime and your feedback through your comments and independent customer satisfaction surveys
I hope you find our Passengers’ Charter helpful and thank you for travelling with Gatwick Express.

David Scorey - Deputy Managing Director

Please click on the link below to download a PDF version of the Passengers' Charter Leaflet.

pdf icon Passengers' Charter Leaflet