Gatwick Express Reviews 

Sadly really disappointed with this service! Purchased a Victoria to Gatwick Airport ticket online. Travelled from Victoria to Gatwick Airport no problem. When I then returned to Gatwick Airport from a weekend away I found that there were no trains running (I'd checked prior to travelling that trains scheduled and there was no planned maintenance work or strike and all looked good!). Ended up having to get a taxi back to Victoria. Called Gatwick Express regarding a refund (called a few times to get to the right person and spent a long time holding but did manage to speak to an actual person who could help! Great.) and they said "no problem", they then advised me as to how to go about claiming said refund. After numerous attempts (via email) I was advised that I wasn't entitled to a refund due to purchasing a return ticket from Gatwick to Victoria and using the return part! What? How that happened I don't know and I wasn't able to use the Gatwick to Victoria bit as no trains were running so don't understand why the refund was not forthcoming! Be aware of booking return tickets! Look into booking singles and check the trains are definitely running first. I spent a long time trying to sort this and believe I have not been fairly treated (especially after the numerous calls and emails, only at the very end of a long drawn out process was a refund denied). Be careful!

When GTR took over the Gatwick Express franchise they inherited a frequent and reliable service which ran every 15 minutes and hourly after midnight.
Fast forward a few years and GTR have decimated the service. It has simply become a cash cow for GTR.
The frequency has halved, now running every 30 mins instead and no longer operates during the early hours.
Tourists, save money by avoiding the expensive Gatwick Express and catch the regular Southern service instead. It's cheaper and the journey only takes 5 minutes longer. Thank me later...

Good service, but the air conditioning today in July is set too strong - bad for the environment and just not necessary

You have good trains, but you need to lower the prices as this is too expensive for the British public.

Nabil @ Gatwick was extremely polite, helpful and friendly. The testing was done in no time and the entire staff right from the entry to exit were efficient, quick and process was extremely simple.

Cancelled my train and had to reschedule flight. Not a nice experience.

Dont buy tickets online. They will rip you off.
My wife and I purchased tickets online and when we opened the email with the tickets. The mail said the tickets were for the wrong date but it also said that the tickets could be used anytime. So we tried to use them on the date we planned to travel but we couldnt because it was the wrong date. Their website said the ticket counter and workers could help, but the ticket counter and workers said they couldnt. So we had to buy other tickets. Later we tried to get a refund but you can only get a refund by sending the refund letter and evidence by post. horrible service. horrible information. horrible company. Avoid this company by all means.

Paid paypal for the wrong ticket and not able to get a refund. Filled a long digital form, moved ticket to my account - they sent me circles and eventually asked me to fill in a paper form and send it to them.

Then, they apologised for sending me wrong direction, sending a general refund link again, asking for a digital form. The form wasn't found, and they again asked me to fill in a paper form.

Opened a complaint with them, but still sending me circles with standard emails. No one even bothered to clearly explain the path and provide proper links that actually take you to the destination that works for a refund (if they exist).

Naturally, I'm not happy with them, having spent so much time and paid via Paypal.

Be careful, once you pay it won't be easy to get your money back, regardless of their so-called Money back guarantee.

This is a joke, not a rail company. Stay away if possible.

These jokers should try being a railway company. Express it is not. Customers are treated like naughty schoolchildren on the platform. They couldn’t give a hoot about customer satisfaction, hence the terrible review score.
Also. Airport express trains - everybody is bringing luggage! This is a commuter train with a tiny luggage rack. Guys - try the Heathrow Express and learn how to run a railway.

Train left early so I stood around in the early morning waiting for the next train. I wouldn’t have ran and nearly gave myself a heart attack if I’d known the train wasn’t going to leave at the time the schedule says. What’s the point of a schedule if you’re not going to follow it?

I'm an overseas traveller from Australia. I bought my return ticket from Victoria station to London Gatwick at the ticket counter. I discovered later that the ticket i purchased were return on the same day and they also made me pay for 1st class tickets. On returning i had to purchase an extra ticket to get out. They also tried to tell me i was lying when i said i bought the ticket from the ticket counter. Poor customer service i spoke to the supervisor whom was oblivious to my heavy backpack / traveller with an accent.
Clearly staff are trained to rip customers off! Beware....

Appalling ! Disgraceful ! VERY BAD VALUE FOR MONEY !

I asked the Gatwick express staff which platform and they said either 13 or 14 like normal. I walk up the platforms waiting for the train when we are told it is now platform 19 and it is leaving now. Me and all the other people waiting had to run and even then they were warning people stopping the doors that they would be fined.
It is not worth paying the extra.
Bad service all round

Gatwick Express offers a very poor service, a dreadful confusing web page and has never replied to at least 10 complaints that I sent them

Its a misnomer this is an Express service. Yes it is non stop, but 45 mins plus to get to Gatwick tonight - express it is not. Leave yourself time.

I recently bought a couple tickets for around £70. When I got on the train I, along the other passengers, got warned that no train would go to the destination we all onboarded for.
The cancellations lasted throughout the entire day therefore I decided to ask for a refund.
Shame that their website does not allow one to complain for cancellation, only for delay.
I went through the entire process and was finally refunded £5. All for a service which did not absolutely work when I needed it.

No service on a weekend when people are trying to get to Gatwick! Easyjet sold me a useless ticket. Cost me a lot of money to get home.

Horrendous customer service took many emails and a whole heap of stress to get a refund. NEVER use their app, its garbage.

Had the worst customer Service over the phone! I typed all my information correctly only to see that my ticket to have wrong date on it! Spoke to customer service team and she basically told me it's my fault. After speaking to a manager I find out there
maintenance works on the date I'm traveling back and a few customers have had this issue.
Don't like being called a liar!

Absolutely awful. 'Sorry, we don't seem to have a driver'. Really? 'Express' - surely a breach of the Trade Descriptions Act ? Pathetic.