Buying online
Got a question about buying tickets online on the Gatwick Express website? Find the answers here.
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.
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.
We suggest you check your spam/junk folder first. You can add no-reply@gatwickexpress.co.uk 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.
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 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.
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.
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.
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.
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.
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.
NEXT DAY SPECIAL DELIVERY
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.
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.
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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