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Last updated: 11:01

Buying online

Got a question about buying tickets online on the Gatwick Express website? Find the answers here.

What is an eTicket?

You can book online and travel using an electronic ticket rather than a paper ticket – so there’s no need to queue when you get to the station.

eTickets are designed for use on Gatwick Express services which arrive at stations or platforms with barcode readers. Intermediate stations between London Victoria and Gatwick Airport are not equipped with barcode readers.

Once your booking has been completed your ticket will be sent to you via email as a PDF. If you’ve registered an account with us you can also login and access your eTickets at any time or download them to your IOS or Android wallet on your device.

When travelling simply use a mobile device to present your ticket for inspection or to pass through a gateline. Alternatively, you can print your ticket using plain white A4 paper.

When will I receive my eTicket?

You should receive your eTicket within 24 hours of booking. This comes as a separate email from the confirmation email and you'll need to download the PDF ticket to travel.

If you’ve registered an account with us you can also login and access your eTickets at any time or download them to your IOS or Android wallet on your device.

What if my eTicket hasn't arrived after 24 hours?

We suggest you check your spam/junk folder first. You can add as an email contact to stop this happening.

If you’ve registered an account with us you can also login and access your eTickets at any time or download them to your IOS or Android wallet on your device.

If you purchased your tickets as a guest please get in touch with us so we can help.

After what period of time can I claim a refund?

Refunds can be claimed straight after the ticket purchase and up to 28 days of the ticket's expiry date. The expiry date depends on the terms and conditions of the ticket you have purchased.

Please note: tickets that fall outside our Money Back Guarantee will usually incur a £10 fee.

If my plans change can I get a refund?

If you already have your tickets but change your plans for any reason, you can still ask for a refund: you may have to pay a £10 admin fee.

If you bought your ticket from one of our ticket offices, simply return it to the ticket office to ask for a refund.

  • If you have an eTicket and have not travelled you can apply for a refund here
  • If you bought your tickets online and haven’t collected them you may be eligible for a full refund under our Money Back Guarantee scheme – to apply simply login to your online account

If you’ve collected your tickets and can’t get to one of our ticket offices please fill in a refund form. Post this to the Freepost address and attach a copy of your tickets – please be aware that this may take longer to process than if you visited a ticket office.

Make sure you do this within 28 days of the date on your ticket.

Can I have my tickets delivered to a different address?
Yes. When you book you will be asked for your billing address (this is the address to which your card is registered and your statements are delivered). You must complete this field. You can then choose to have your tickets delivered to another address.
Can I print receipts using the new way to buy tickets?
Yes you can. Your order confirmation, which is emailed to you, contains the your booking information. Alternatively, download our On Track app and you'll be able to view bookings on the move via the new ticket wallet
Can I purchase a Child flat fare online?

Child £2 flat fare tickets can be bought online at when purchasing an adult fare with a valid Off-Peak ticket.

Child flat fares are not valid for journeys wholly within London Zones 1-6.

Child flat fares are not currently available with Off-Peak Travelcards and Advance purchase tickets.

Can I use a UK credit card that's registered to a non UK address to buy tickets online?
UK credit/debit cards registered to non UK addresses and Non UK cards with UK addresses will now be accepted if they are enrolled in 3Dsecure.
Can someone else collect my tickets from the station?
Yes, as long as they have access to a payment card and the booking reference shown on your email confirmation. The tickets cannot be issued without these.
Can tickets purchased through this website be sent to an overseas address?
Our website allows customers outside the UK to register with us and purchase tickets, but we are unable to deliver overseas. You will be given the option to collect them from the station.
Do you use cookies?
We may collect and process anonymous information about your visit to our website, such as some of the pages you visit and some of the searches you perform. Such anonymous information is used by us to help improve the content of the site and to compile, for internal market-research purposes, aggregate statistics about individuals using it. In doing this, we may install cookies that collect the first-level domain name of the user (eg.,“” from an e-mail address and the date and time of access.
Does a ticket including 'London zones 1-6' allow me to travel on any mode of transport within the relevant zone?
Yes, a Season ticket that includes ‘London zones 1-6' does allow the ticket holder to travel on the tube, bus, DLR, overground, tram, and any other trains in zones 1 to 6.
How can I unsubscribe?
If you are subscribed for marketing emails, you can click the unsubscribe link at the bottom of the email to unsubscribe.
How do I change my ticket?
To change your ticket currently, you will have to apply for a refund and purchase another ticket.
I have not received my booking confirmation by email, what should I do?
Please get in touch and we can resend this to any email address you would like this to be sent to.
I want to book for a group. Who do I contact and are there any discounts?

If you're a group of three to nine adults, travelling together Off-Peak, you often benefit from discounts when travelling together on certain routes using GroupSave.

For larger groups of 20 or more discounts are available.

To make a Group Travel booking or enquiry, please get in touch.

Is it possible to purchase a ticket for someone else?

Train tickets can be used by anyone even though certain tickets will have the name of the traveller or person who booked the tickets printed on them.

When you are making a booking you can request that the tickets are sent to a different address.

If you do purchase tickets for someone else please note that enclosed with the tickets will be the sales receipt. This shows the last four digits of the credit card as well as the purchase price.

What if I select the wrong station to collect my tickets? How do I collect my tickets?

You can collect your tickets from any National Rail station which has a ticket machine.

If for some reason you cannot retrieve your tickets from the machine, you can collect them from the ticket office. You must remember to take with you your booking reference number and any credit/debit card in order to collect tickets.

*Remote areas and Islands of Scotland will take longer to reach. Orders placed on Saturday or Sunday are despatched on Monday and delivered on Tuesday. Orders placed on a Bank Holiday are despatched on Tuesday and delivered on Wednesday.

What is an eVoucher?
An eVoucher is provided where compensation has been claimed for a delay or cancellation to a service that affected your journey. This is part of the Delay Repay compensation process. An eVoucher will be added to your online account which in turn can be used for products that are available from this website. To use your eVoucher, you will see your voucher total in the delivery options screen once you have selected your product(s) and you will have the option to use some or all of your voucher as payment in full or towards that product. Please note that eVouchers cannot be exchanged and are valid for 12 months from the day of issue.
What should I do if I have not received my tickets?

If you have chosen to have your tickets delivered, tickets purchased by 16.00 will be processed and dispatched within 24 hours of booking using Royal Mail First Class post.

Please allow 5 working days for delivery.

Please note we are unable to guarantee delivery of any unsigned for first class post, and would suggest using a ticket machine at the station as it’s quicker, easier and free of charge.

Any customers whose tickets fail to arrive after 5 working days should contact Customer Services.

If you have chosen to collect your tickets at the station, please enter your payment card and booking reference from your confirmation email into a ticket vending machine to collect your tickets.

Please note, we are unable to guarantee next day delivery, if this is a requirement then we recommend you use the Next Day Special Delivery option.

Order your tickets by 16:00 and we will guarantee delivery the next working day* £6.00 (inclusive of VAT) guarantees delivery before 13.00 and provides insurance up to £500.00.

*Remote areas and Islands of Scotland will take longer to reach. Orders placed on Saturday or Sunday are despatched on Monday and delivered on Tuesday. Orders placed on a Bank Holiday are despatched on Tuesday and delivered on Wednesday.

What ways can I pay for tickets online?
When you book your tickets online, you can pay by credit card, debit card, eVoucher, PayPal or Visa CheckOut.
Which debit / credit cards can be used to purchase tickets on this website?
We accept Visa, MasterCard and American Express.

Amazon pay

Can I pay for my annual Season ticket using Amazon Pay?
Yes, all tickets can be purchased using Amazon Pay as the payment method.
Can I store Amazon Pay as a payment method in my Gatwick Express account?
Currently you cannot store Amazon Pay as a payment method in your Gatwick Express account.
Can I use Amazon Pay to purchase a guest purchase?
Yes. The purchase process is the same as for other card payments until either the collection preferences or payment page when the you need to select Amazon Pay. A box will appear on the screen, enter your username and password for your Amazon account and click submit. Once you’re logged-in, the box will close. Now click ‘Buy’.
Do I need to be logged into my Gatwick Express account to use Amazon Pay?
No, you don’t need to login to your Gatwick Express account to use Amazon Pay, you make a guest purchase.
How do I collect my tickets from a ticket machine (TVM)?
Plan your journey as usual, select Amazon Pay as the payment method and login to your Amazon account. Once you’re logged in, tick the Terms and Conditions check box and click ‘Buy’. When you collect your tickets from the TVM, the process is the same as for any TVM collection. Any payment card can be used with the collection reference contained in your booking confirmation email.
How do I get a refund for my ticket if I paid using Amazon Pay?

Refunds will be processed in the same way as all other payment options. Do not contact Amazon for a refund.

Please see our refunds process on our website here.

How do I use Amazon pay as a payment method?
To use Amazon Pay, you need to have an Amazon account. At the point of purchase click the Amazon Pay logo and you’ll be asked to enter your Amazon username and password. Once verified, the purchase is completed can be completed.
I want to pay for my ticket using Amazon Pay but I can't log in to my Amazon account. What do I do?
You will need to contact Amazon Pay to resolve this.
I want to pay using Amazon Pay but I don't have an account, how do I set one up?
You can create an Amazon account during the booking process. Click the Amazon Pay button on either the collection preferences or payment page. A pop-up will open on the Amazon site containing a new account link – ‘Create an Amazon account’. Click the link and follow the instructions. When this has been completed the pop-up will close. You can then select your preferred payment method and complete the transaction.
What do I do if my confirmation email doesn’t arrive?
If you don’t think you’ve received your booking confirmation, please check all your email accounts including any junk or spam folders. If you still can’t find the email you can contact Customer Services and ask them to resend you the confirmation email.
Which devices does Amazon Pay work on?
It works on iPhone and Android phones, tablets, laptops and desktops across all the major browsers.
Which email address is the booking confirmation email sent to?
This will be your Amazon account email address. If you’re unsure or you don’t think you’ve received your booking confirmation, please check all your email accounts including any junk or spam folders.
Will I get an email from Amazon regarding my purchase?

You will receive two emails from Amazon and one or two emails from Gatwick Express.

From Amazon, there will be an initial email letting you know they are processing the payment and then a second email to advise if the payment has been successful.

Gatwick Express will send you a booking confirmation email, and a second email containing links to download the e-ticket ONLY if you have purchased an e-ticket.

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