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Gatwick Express

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Contacting us

Your questions about contacting Gatwick Express answered here…

How can I find out more about my rights under the General Data Protection Regulation (GDPR)?

You can find out more about the GDPR on the Information Commissioner's Office website at

How can I make a comment, complaint or suggestion?

We always welcome your comments and suggestions about our services. We will also try to resolve any complaints you may have.

Call our Customer Services team on 0345 026 4700 from 07:00 to 22:00 (except Christmas Day)

Complete our online enquiry form

Write to us at:

Govia Thameslink Railway
PO Box 10240
LE65 9EB

We aim to answer all letters, emails and web forms within five working days of receiving them. We will investigate all elements of your complaint, so sometimes it may take us longer if we need to make enquiries. In this case we will send you an acknowledgement within five working days and a full reply within 10 working days, or in very complicated cases, 20 working days.

Find out more about our complaints handling procedure

How do I know my complaint will be treated fairly?

To ensure that our response is fair and without bias, we will investigate all complaints thoroughly. We will reply with a full explanation and, where appropriate, an apology. If you raise more than one issue in your complaint, we will deal with each issue in this way.

How do I request information that you have about me?

Under the terms of the Data Protection Act (DPA) 1998, you can ask for access to information we hold about you. This is called a Subject Access Request, or SAR.

If you would like to make a SAR please complete the subject access request form. This guides you through the information and identification we need to process your request.

If you don’t want to complete the form, you can still write to us or email with:

A clear written request, detailing the information you require.

2 forms of identification to enable us to verify your name (e.g. Copy of Driving License or Passport ID and address (e.g. a utility bill or similar) dated within the last 3 months.

Please note, there is a £10 non-refundable fee for a SAR to cover our administration costs.

Your request will be placed on hold until we have received the proof of name and address identification and the fee.

Please send all requests to:

Paul Staiano
Data Protection Officer Internal Audit and Compliance
1st Floor Monument Place
24 Monument Street

We process applications promptly and will respond within 40 calendar days from the date that we receive the request, your proof of identity and the fee.

How do you keep track of my complaint?

We log every complaint received at our Customer Services Centre on a database with a unique reference number. This enables us to track the status of your complaint and to monitor that we have responded within the timescales above.

I don't feel my complaint has been resolved. Who can I contact?

If you're unhappy with the response you've had, please get back in touch first. We’ll review your complaint and hopefully resolve it to your satisfaction.

If you’re still unhappy with our response, or we fail to respond to you within reasonable time, you can contact London TravelWatch or Transport Focus. These independent statutory bodies help passengers with unresolved complaints against transport companies.

However, London Travelwatch and Transport Focus can’t get involved until we’ve had the opportunity to try to resolve the problem first.

London TravelWatch

169 Union Street

Tel: 020 3176 2999 (Monday to Friday, 09:00 to 17:00)



Transport Focus

Transport Focus
PO Box 5594
Southend on Sea

Tel: 0300 123 2350 (Monday-Friday 08:00 to 20:00, Saturday and Sunday 08:00 to 16:00)


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