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Gatwick Express

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How we act on your feedback

We’re keen to take passenger comments on board. Discover how we use your feedback to improve our services

Taking your comments on board

Each and every bit of passenger feedback we receive is reviewed and directed to a manager if action is needed.

Our Customer Service Managers regularly report in to our Customer Satisfaction Board so we can keep tabs on how we’re doing overall.

What’s the Customer Satisfaction Board?

This is the senior management team that’s responsible for using your feedback to drive improvements across our network.

They think hard about passenger comments and concerns when drawing up new plans for Gatwick Express. Each plan has an executive sponsor who’s responsible for making sure it happens.

You can read about how recent passenger feedback has influenced our plans for the future in the latest edition of Connections.

Taking complaints seriously

If you’re unhappy with our service, we want to know.

We’ll investigate the cause and do everything we can to find a solution. Sometimes we get things wrong, and when that happens we’ll do our best to make it right.