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Online refund form

The below form is for paper tickets (including any collected or uncollected tickets purchased from our website), and e-tickets only. We can only process your refund if you have purchased your ticket from us.

If you have any other type of ticket such as a Smartcard or would like to see how much you may be due for a refund (season tickets only), please see our refunds process here.

We will need two photos of your ticket from you to process your refund. The first is of your ticket in its current condition and a second photo, as per the guidelines below:

  • Write the refund reason in a blue or black pen across your ticket (please keep the ticket number visible as we need this to process your refund). The refund reasons are listed below:
    • Unused
      • (Change in travel arrangements)
    • Disruption
      • (Journey abandoned due to disruption, if delayed whilst traveling please complete a Delay Repay claim here)
  • Please then cut your ticket in half with a pair of scissors, diagonally from bottom left to top right.
  • Place the two pieces slightly apart on a blank background and take a photo.
  • Ensure the file size is 1MB or less, you may experience issue submitting the form if the file size is larger.
  • We are only able to accept JPG, PNG, or PDF file types.
  • Please retain your ticket for 90 days after submitting as we may require you to post in for auditing purposes.

If you have more than one ticket to refund, please submit them as separate claims. Claims with multiple tickets included will be rejected.

If we do not receive both photos or the images are unclear, we will be unable to process your refund and you will be notified to resubmit them. Please see an example below:


After submitting your refund, you will receive an email and SMS detailing your reference number and a link, so you can monitor the status of your refund. Please check your Junk or Spam emails folders just in case you don’t see the email in your Inbox. To ensure you get SMS updates, please submit a valid UK mobile number. 

Should you have more than 3 tickets you can compress them into a single zip folder.

Your personal details will be held by the Go-Ahead Group on behalf of Gatwick Express. We will not pass on your personal information to any organisation outside of our Group of Companies (and Successor franchise or Secretary of State for Transport) for marketing purposes without your prior consent.

When you use our website, you trust us with your information. Please read our Privacy Policy to help you understand what data we collect, why we collect it and what we do with it. We use details about your journeys and your data to improve our communications to you.