Remboursement pour cause de retard
If your train is delayed by more than 30 minutes, whatever the reasons, Gatwick Express will refund the corresponding costs. You can make a refund request in accordance with our late Repayment Program (Delay-Repay).
Delay Refund Program Works (Delay Repay-)
If your journey was delayed and if you want a refund, you have 28 days from the date of the delay for the asking. To do this, make sure you have proof of your journey.
This may be your ticket, ticket receipt or a copy of your membership card.
Send your request by filling the delay Reimbursement Form (Delay-Repay). You can get this form in all the Southern stations, including Gatwick Airport and Victoria Station, or download (below) and send it by mail.
Download Rebate Form delay (Delay Repay) (157 KB) - only available in English
If you hold a subscription, you can send your application online by following the link below:
Online form late Refund
You can find details of the two options in our Passenger Charter, available in all Southern staffed stations or online on the page of the passenger Charter.
Download Passenger Charter
Levels of compensation
Way tickets and round trip
The level of compensation for one-way tickets or return is calculated as follows:
|Delays 30 to 59 minutes||Delays of an hour or more||Delays of two hours or more|
|50% of the ticket price one way||Full price of the single ticket||Full price of the single ticket|
|25% of the price of return ticket||50% of the price of return ticket||Full price of the return ticket|
Refund of your ticket will be calculated based on the daily proportionate cost of your subscription. For more information on the calculation of the ticket refund, please consult the passenger Charter.
If you wish to apply for a refund, download and print the online form, obtain a brochure in one of our staffed stations or, if you hold a subscription, send a request online.
Download the rebate application form (157KB) Written requests should be sent to the following address:
Gatwick Express Delay Repay
Unit 16 Coalfield Way
Your written request must be submitted within 28 days from the date of the delay and must include your original ticket, a copy of your subscription or receipt of your ticket or your trip if you use the Oyster prepaid service. We will respond to your request within four weeks.