Complaints handling procedure
This is a summary of the procedure we’ll follow if you have a complaint about Gatwick Express.
How to complain
When things go wrong we aim to fix them as quickly as possible. You can complain:
- in person - to our staff at the station
- in writing - in a letter to our online form*
- by phone - ringing our customer services team
Find out how to contact us or fill in the online form.
How we deal with your complaint
We aim to handle complaints quickly, so contact us as soon as you can.
We'll investigate your complaint in full and will make sure it's considered fairly. Read our full complaints handling procedure for details of how we will do this.
If we're at fault we will apologise and try to resolve the problem.
If you're unhappy with our response
If you're not satisfied with our response to your complaint, let us know and we'll try to find an alternative solution.
If you'd like to take things further, you can complain to a watchdog.
They will consider your case and can take it up with us on your behalf. The right one to coontact depends on whether your complaint relates to travel in London or outside London.