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Refunds and changing your ticket

If you haven’t used your Gatwick Express ticket, you may be able to claim a refund

How to refund or change your ticket when you buy your tickets from us

We'll refund you in the same or similar way as you originally paid for your tickets, this includes refunds for Apple Pay/Google Pay purchases. If you have paid for your ticket online using PayPal and are processing your refund at one of our Ticket Offices, you must present the payment card linked to your PayPal used to make the original purchase. This is so we can comply with government money laundering legislation.

We can only consider refund requests for tickets purchased from Southern, Thameslink, Great Northern or Gatwick Express. If you would like a refund for your ticket that you purchased from another retailer including another Train Operator, you should contact them directly.

If you travelled and your journey was delayed by 15 minutes or more, you may be entitled to Delay Repay.

If your train has been cancelled and you still want to travel 

If your train has been cancelled and you still want to travel, you can use any publicly owned operator’s service via any reasonable route at no extra cost to complete your journey, up to two hours before or two hours after the cancelled service. 

For example: 

  • If you are in Havant or Hastings travelling to London with a ticket routed ‘via Haywards Heath’ and your intended train is cancelled, you can use your ticket on any Southern, South Western Railway or Southeastern service via any reasonable route within two hours of your intended train to complete your journey. 
  • If you are in Brighton or Cambridge and travelling to London with a ‘Thameslink Only’ or ‘Greater Anglia Only’ ticket and your intended train is cancelled, you can use your ticket on any Thameslink, Southern, Gatwick Express, Great Northern or Greater Anglia service via any reasonable route within two hours of your intended train to complete your journey. 

The publicly owned operators in this area are: Southern, Thameslink, Gatwick Express, Great Northern, South Western Railway, Southeastern, London North Eastern Railway, Greater Anglia, C2C and London Northwestern 

If your train has been cancelled and you do not want to travel, you can find information below on how to obtain a refund for your ticket. 

Notification of a change to your booking in advance

If you’ve received a notification from us that there’s been a change to your booking, you have the following options:


If you prefer not to receive these notifications for future bookings.

You just need to ensure that you don’t tick the option to receive notifications at the payment screen.


Our TVM Price Guarantee

If you’ve purchased a train ticket from one of our self-service ticket vending machines (TVM), only to find out afterwards, you could have purchased a cheaper ticket from the same machine for your journey, our TVM Price Guarantee enables you to get the difference in price back.  

Visit one of our Ticket Offices, ideally before you start your journey or at your destination station to apply for a refund of the price difference. If that’s not possible, please visit one of our Ticket Offices within 28 days of the expiry date of your ticket where they will be able to refund the difference in price.  

Please note: our TVM Price Guarantee only applies if a cheaper through ticket was valid for the journey you made and should have been available to buy at the self-service ticket machine, when you purchased your original ticket.

How to refund or amend your ticket 

You can find out your ticket type on either your order details, or on the ticket.