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Last updated: 09:26
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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

We are currently in a period of ongoing Industrial Action which may impact your journey. For the latest information and guidance please visit our Industrial Action page.

We have made some temporary changes to our refunds and change of journey rules for Advance tickets purchased on or before 30 November 2022, to allow you to book with confidence.

Please check here for further information.

Advance tickets bought on or after 1 December 2022 will follow the standard Advance ticket terms and conditions..



Notification of a change to your booking

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


If your train has been cancelled, you can:

• Travel on a different train

Depending on the type of ticket you have, the following options are available to you without changing your ticket:

Ticket type Options
Advance

You’re able to use your existing ticket on the following train(s) to reach your destination.

If you want to travel on any other train, you will need to change your ticket.

If your ticket is for a specific operator, you will need to use that operators’ next available service.

Anytime

There are no time restrictions on when you can use this ticket on an alternative train.

If your ticket is for a specific operator, you will need to ensure you use one of that operators’ alternative trains.

Off-Peak &
Super Off-Peak

Time restrictions apply for using these tickets, so you may need to change your ticket, depending on which train you now want to travel on.

A website beginning with www.nre.co.uk/ is printed on your ticket.

If you go online and enter that website, it will confirm the time restrictions that apply to using your ticket.

If your ticket is for a specific operator, you will need to ensure you use one of that operators’ alternative trains.

Before going further, please check www.nationalrail.co.uk for alternative trains.

If you need to change your ticket or you’re unsure if you need to change it, please visit one of our Ticket Offices, where we will be happy to help.

Please note, if you had a seat reservation on the train that’s been cancelled, it will not be honoured on a different train.

Subject to availability we can reserve you a seat on the train you now plan to catch at one of our Ticket Offices.

• Obtain a full refund of your ticket

Please see the information below, about how to apply for your refund.

IMPORTANT – Once you’ve completed your refund application, we’re unable to reinstate your ticket

If you do decide to travel after you’ve completed your refund application, the price of your new ticket will be the best fare available at the time of purchase.


If your train has been retimed, you can:

• Use your ticket on the retimed train, without having to do anything else.

• Travel on a different train

Depending on the type of ticket you have, the following options are available to you without changing your ticket:

Ticket type Options
Advance

 

As you can’t use your ticket on any other train.

You will need to change your ticket if you want to travel on a different train.

Anytime

There are no time restrictions on when you can use this ticket on an alternative train.

If your ticket is for a specific operator, you will need to ensure you use one of that operators’ alternative trains.

Off-Peak &
Super Off-Peak

Time restrictions apply for using these tickets, so you may need to change your ticket, depending on which train you now want to travel on.

A website beginning with www.nre.co.uk/ is printed on your ticket.

If you go online and enter that website, it will confirm the time restrictions that apply to using your ticket.

If your ticket is for a specific operator, you will need to ensure you use one of that operators’ alternative trains.

Before going further, please check www.nationalrail.co.uk for alternative trains.

If you need to change your ticket or you’re unsure if you need to change it, please visit one of our Ticket Offices, where we will be happy to help.

Please note, if you now plan to catch a different train and had a seat reservation on the train that’s been retimed, it will not be honoured on a different train.

Subject to availability we can reserve you a seat on the train you now plan to catch at one of our Ticket Offices.

• Obtain a full refund of your ticket

Please see the information below, about how to apply for your refund.

IMPORTANT – Once you’ve completed your refund application, we’re unable to reinstate your ticket

If you do decide to travel after you’ve completed your refund application, the price of your new ticket will be the best fare available at the time of purchase.


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.


If you decide not to travel

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 stations, simply return it to the ticket office to ask for a refund, or use our online refund form
  • If you bought a ticket online and have your ticket with you, simply apply for a refund at one of our ticket offices, or use our online refund form
  • If you bought your ticket online but have never collected it you can apply for a money back guarantee refund
  • For tickets purchased online, follow the prompts through your online account under the "Manage my tickets / Refunds" section
  • For Smart tickets please use the links above depending on where you purchased your ticket.
  • If you bought online but you don't have an online account, used PayPal, or if you can't get to the ticket office where you bought your ticket, please use our online refund form

Make sure you do this within 28 days of the date on your ticket.


Refunds for delayed or cancelled trains

If you bought a single or return ticket from us and you don’t use it because your train is cancelled or delayed, you can return the unused ticket to us for a full refund. We won’t charge you any administration fee.

This applies to all tickets - including tickets (such as Advance tickets) that are otherwise non-refundable. It also applies if you have begun your journey but are unable to complete it due to a delay or cancellations.


If you didn't buy your ticket from us

If you bought your tickets from another Train Operator, sales office or website, you should contact them for your refund. This will help to avoid unnecessary processing delays.

Compensation for delayed or cancelled trains

We can't give you a refund if you manage to get on another or a later train.

If you use a ticket but your journey's delayed by 15 minutes or more, we can offer you compensation through the Delay Repay scheme.

Apply online

Refunds on uncollected tickets bought online

With our money back guarantee, you can get a full train ticket refund if you bought tickets online but never collected them at the station. You don’t need to give a reason.

Money back guarantee

What to do if you think you have bought the wrong ticket from one of our self-service ticket machines

We offer a wide range of tickets from our self-service ticket machines to offer the best value fare for your journey. If you need help using our machines or finding the right ticket, ask a member of staff for assistance where possible. In the unlikely event that you buy a ticket from one of our self-service machines, and realise it was not the right ticket, please speak to our staff at the ticket office or our Customer Services team, ideally before travel, otherwise as soon as possible. You may be entitled to a train ticket refund for the difference in fare.

Refunds on season tickets

If you bought your Season Ticket directly from us, we can generally give you a refund if there is:

  • For an annual Season Ticket, there may not be any monetary value left in an if it is surrendered in the last couple of months of validity. Annual Season tickets have no refund value after 10 months and 12 days, although they are still valid for travel until the expiry date and you can continue to enjoy any Gold Card benefits along with it.
  • Seven days (or more) left on a Season Ticket valid between one and ten months
  • Three days (or more) left on a weekly Season Ticket

Please note a £10 admin fee is charged for all season ticket refunds.

For 7-day season tickets and Flexi season tickets the refund is calculated by deducting the price of the anytime day return fare for each day you’ve travelled.

More information on season ticket refunds can be found at National Rail Enquiries.

How we refund unused season tickets

We will work out how much it would have cost you to travel up to when you surrendered your season ticket.

We’ll then offer you the difference between that amount and how much you paid for your season ticket.

You’ll have to pay a £10 admin fee and refunds can take up to 28 days to process.

If you have a paper ticket purchased at one of our stations or through our website, you can apply at the ticket office, or use our Online refund form.

If your season ticket is on your Smartcard, login to your online account, and follow the prompts on the “Manage my tickets / Refund” section.

Do you need to change the journey on your season ticket?

If you are about to move house or work location, it might be better value for you to change the journey for your season ticket rather than apply for a refund. We would use the remaining value of your current season ticket towards your new ticket and charge or refund the difference. Further information can be found here


If you’re sick and can’t travel

You could also get a refund if you’ve been ill and haven’t been able to use your season ticket for more than four weeks.

You’ll need to show us evidence that you’ve been ill, such as a medical certificate.

Staff at your local station can help you apply.

How refunds are paid

We'll refund you in the same or similar way as you originally paid for your tickets. This is so we can comply with government money-laundering legislation.