Passenger's Charter

Our annual Passenger’s Charter is where you can find the details of our commitments to you and the standards you can expect from us.

Download the Passenger's Charter

The Passenger's Charter is available for download as a PDF.

The key areas it covers are:

Our commitments to you
The standards you can expect from us
Our performance targets and where to find information on our performance
How we will compensate you if things go wrong
How to play your journey
How to contact us with your suggestions or concerns so we can improve our services

Since this charger was written, we've updates our Delay Repay compensation policy. For the current details, visit our Delay Repay page.

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We will not pass on your personal information to any organisation outside of Gatwick Express.

Should we no longer operate the Gatwick Express franchise, please be aware that we will pass your details to the Successor franchise or Secretary of State for Transport to allow you to continue receiving service and/or marketing emails if you have consented to them.

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Passenger's Charter

Download the Passenger's Charter

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How we're doing

Delay Repay

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