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Gatwick Express

Last updated: 19:23

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Assisted travel

Do you have special travel needs? We’re committed to comfortable, accessible travel for everyone. Our assisted travel scheme helps passengers with disabilities as well as older people who need a little extra help using our services.

If your query relates to the coronavirus please check for information here first for information on train services and refunds.

The health and wellbeing of our passengers and our staff is always our priority. The government advice is that all non-essential travel and contact with others is important to stop the coronavirus spread.

Due to possible disruption of services we would encourage you to contact us before you travel if you need assistance and your travel is essential.

  • Telephone: 0800 138 1016
  • Textphone: 0800 138 1018

Please also see the National Rail Enquiries FAQ on the coronavirus.

If you are disabled or have difficulty travelling, you can get advice about accessibility on our trains before you travel.

And when you come to one of our stations, we can offer you the help you need.

How to book assisted travel

It’s best to contact us at least one day before you travel if you want to book assistance. This gives us time to make the right arrangements. There are several ways to book assisted travel:

Fill in our assistance booking form online

Email us on:

Call us on:

Telephone: 0800 138 1016 (your information may be recorded)
Minicom/Textphone: 0800 138 1018
SMS Text*: 07860 034 269

Our assisted travel helpline is open every day from 8am - 6pm, except on Christmas Day.

We can arrange help – both at stations and on trains – as well as providing train times and travel information.

Book assisted travel

* SMS text service available at following times Monday to Friday – 8am to 6pm, Saturday – 8am – 3:30pm, Sunday – 8am to 4:30pm for queries. Please use other options for bookings and more complex queries.

What to do when you arrive at the station

We can offer the best assistance if you get to the station at least 20 minutes before the train is due. When you arrive let a member of staff know you’ve booked assisted travel.

We can help you:

  • buy a ticket and anything else you may want for your journey
  • show you where to go – you’ll need to get to the platform 5 minutes before your train leaves
  • get around the station, providing ramps or another kind transport if you can’t use steps
  • board the train and find a seat
  • change trains during your journey

We can also carry light luggage and let other stations know you are coming so that you are looked after when you arrive.

You shouldn’t have to wait longer than 5 minutes for the help if you’ve booked.

What to do if you can’t book assisted travel

If you can’t let us know before you travel about your accessibility needs, tell a member of staff when you get to the station that you’d like assistance. If they can’t help, they’ll arrange for you to go to another station where you will be looked after.

If there’s no member of staff at the station, you can phone us on 0800 138 1016 or use the help point for assistance.

Need help while you travel?

If you need a hand getting around, we can help you