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Help with buying online

Answers to common questions about buying Gatwick Express tickets online.

Logging into your account

Check that there are no typos in your email address – and that it’s the same address you used when you set up your account.

Check your browser. Our booking site works best on Internet Explorer 9 and above, Chrome, Firefox or Safari.

If you’re resetting your password you might have to clear your cache first.

Asked for a new password but didn’t get our password reset email? Check in your junk or spam folder.

First, make sure you’re using the most recent password reset email in your inbox. Then try to clear your cache.

Planning your journey

Check that you’ve filled in all the information needed by the form. Scroll down a little if you’re using a small screen.

This is pre-set to Today + 2 hours; change it by selecting the ‘Date’ field.

Pre-set to One Adult; change it by selecting the ‘Passenger and Railcard’ field.

Add your Railcard details before you select ‘Find trains’ to get the best tickets and details of each route.

If you want the flexibility of more than one central London stations, select ‘London Terminals’.

If you want to use buses, tubes, trams, DLR or other National Rail services in London, select ‘London Travelcard Zones 1-6’.

We’ll always show you:

  1. the best value ticket – preselected at the top of the list
  2. other single and return fares – starting with the cheaper ones
  3. more expensive tickets like First Class further down the list

Select ‘Show ticket details’ to see more info on the ticket, and scroll down to see higher price tickets.

We’ll ask you to choose a train for when you come back.

Buying and collecting tickets

We can send your tickets in the post if you order them at least three days before your trip.

We assume you’ll want to collect your tickets at the station you’re leaving from. Let us know if you want to pick them up from a ticket machine at another station.

Once you’ve chosen a collection option, your ticket will be added to your shopping basket. You’ll have the chance to review it and add another journey before you pay.

You can expand the journey details in the order summary to double-check the train times and your seat reservation.

We’ll send you an email confirming your order once you’ve paid. If you can’t see the email, check in your junk or spam folder.

You will need the ticket collection reference number if you’re picking up your tickets from the ticket machine.

Managing your account

Go to ‘Purchase history’, select the journey you want to look at, and then choose ‘View order details’

Select ‘Journey details’ to see more info on the time of your train and your seat booking.

You can do this under ‘Purchase history’ in your account.

Any unused eVouchers from our previous system will have been moved over to your new account.

From your online account you can access your preferences under My Preferences from the left menu of your account.

From there simply check the boxes next to the preferences you choose to receive, and click submit:

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