Gatwick Express

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Last updated: 02:08

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Gatwick Airport
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London Victoria
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National Rail Passenger Survey

Want to see how our service measures up? See how we did in National Rail’s most recent passenger survey

Twice a year, Transport Focus conducts an independent National Rail Passenger Survey (NRPS).

The survey asks passengers about their experience with our station and train facilities. The results are an important part of our Passenger Experience Metric and help us make decisions on what parts of our service to improve next.

Autumn 2016

Our NRPS results for Autumn 2016 for Gatwick Express are below:

Indicators Score %
Overall satisfaction with your journey 82
STATION FACILITIES
Overall satisfaction with the station 73
Ticket buying facilities 56
Provision of information about train times/platforms 72
The upkeep/repair of the station buildings/platforms 56
Cleanliness 61
The facilities and services 59
The attitudes and helpfulness of the staff 70
Connections with other forms of public transport 77
Facilities for car parking 39
Overall environment 58
Your personal security whilst using the station 69
The availability of staff 60
The provision of shelter facilities 54
Availability of seating 34
How request to station staff was handled 80
The choice of shops/eating/drinking facilities available 62
TRAIN FACILITIES
Overall satisfaction with the train 87
The frequency of the trains on that route 81
Punctuality/reliability (i.e. the train arriving/departing on time) 73
The length of time the journey was scheduled to take (speed) 81
Connections with other train services 71
The value for money of the price of your ticket 33
Upkeep and repair of the train 92
The provision of information during the journey 74
The helpfulness and attitude of staff on train 65
The space for luggage 51
The toilet facilities 69
Sufficient room for all passengers to sit/stand 75
The comfort of the seating area 80
The ease of being able to get on and off 87
Your personal security on board 82
The cleanliness of the inside 92
The cleanliness of the outside 89
The availability of staff 43
How well train company deals with delays 26

Autumn 2015

Our NRPS results for Autumn 2015 for Gatwick Express are below:

Indicators Score %
Overall satisfaction with your journey 80
STATION FACILITIES
Overall satisfaction with the station 72
Ticket buying facilities 58
Provision of information about train times/platforms 73
The upkeep/repair of the station buildings/platforms 56
Cleanliness 60
The facilities and services 57
The attitudes and helpfulness of the staff 71
Connections with other forms of public transport 82
Facilities for car parking 39
Overall environment 59
Your personal security whilst using the station 71
The availability of staff 59
The provision of shelter facilities 62
Availability of seating 33
How request to station staff was handled 83
The choice of shops/eating/drinking facilities available 63
TRAIN FACILITIES
Overall satisfaction with the train 81
The frequency of the trains on that route 89
Punctuality/reliability (i.e. the train arriving/departing on time) 82
The length of time the journey was scheduled to take (speed) 84
Connections with other train services 85
The value for money of the price of your ticket 37
Upkeep and repair of the train 76
The provision of information during the journey 64
The helpfulness and attitude of staff on train 55
The space for luggage 51
The toilet facilities 54
Sufficient room for all passengers to sit/stand 73
The comfort of the seating area 79
The ease of being able to get on and off 69
Your personal security on board 81
The cleanliness of the inside 81
The cleanliness of the outside 75
The availability of staff 27
How well train company deals with delays 20
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