Gatwick Express Reviews 

Website out of date for lost property contacts. Says you can email ... unknown email address. Says you can call ... rude advisors who won’t log your lost property. Log a complaint ... they say they’ll respond in 5 working days ... still nothing. Wow! Customer Service Fail

Always delayed during any peak period. Shocking service for the price.

Bought return tickets from Gatwick Airport to Victoria Station, London. On our return trip the tickets were no longer valid causing us to buy new tickets. The vending machine gave absolutely no indication of the tickets being valid for only the same date. An absolute disgrace. Shame on you!

Absolutely RUBBISH CUSTOMER SERVICE!!
They claim they have money back guaranteed policy but then they simply exhaust you with their delay in responding and trying every trick not to refund your money!!
They first ask you to fill in the online form and attach the unused tickets online to request a refund but then, after you spent your time in doing that, they decide that this is actually not good and they want you to send the tickets via post just to make you spend more money and more time for then find more excuses for not refunding your money back.
Absolute RUBBISH!

Terrible service and ridiculous early time for last train into London. Would make sense to service for all arriving flights.

Managed to catch wrong train at Brighton that flew past East Croydon. Explained to conductor but, as ‘I had not come and found him’, he could not help and I had to pay additional fare just to get back from Victoria. Thanks jobsworth Gatwick staff. 0/10 customer service for i) assuming I was fare dodging rather than an honest mistake, and ii) for a ridiculous line of reasoning for zero assistance. Well done.

getting bit better now still need huge improvement

Gatwick Express comes across as an overpriced service with technology and relevant customer service that are stuck in the previous century!

Shambolic is being kind. Without doubt the most deliberately confusing ticket machines yet invented. It's a Gatwick express ticket machine and the ticket options for the service are buried on page 2 after a bunch of unrelated commuter services. Most people using the machines are wanting gx tickets so put the most frequently purchased options on page one where they are quick to buy. One would almost think they are deliberately trying to mislead in order to confuse people into buying more expensive tickets. Also, 5 minutes before a train leaves, a staff member turns up to start emptying one of the two available machines. And there are only three tickets barriers, one is not working and the member of staff standing on the barrier is blocking one to guide people through the now one remaining barrier. As I say shambolic is the kindest thing I can say.

For over 6 years working on the tracks. Cancellations and delays by default. Horrible!

Bought tickets on an easyjet flight, train wasn't there, we had to pay for a cab. Never had my money back thought I contacted the customer service (an absolute joke) an unbelievable number of times. This happens a lot, nobody should buy ticket in advance or online. BTW similar train services to and from Gatwick can cost £5, rather than the unjustified £20 for this ridiculous, often discontinued GX service

overpriced commuter trains basically. Run by southern. same poor way...

Cancelled 4 trains first thing in the morning (5:00, 5:15, and so on) without given proper information about it on the website or other trip planners. There were 100+ People who had to take another train and I among others who missed our flights.

Bought tickets on an Easyjet flight. At the airport there was no train at all, as opposite as what was stated on the website. A train every 15' is simply a lie. Our tickets couldn't be used, valid only one day, easyjet is simply not replying, GatwickExpress is replying no train was in schedule, sonno train, no complaint. We wasted £40 for a non existing service. Thieves.

A bunch of people who have no clues of what they are doing. Waiting for the train driver is something common when you take Gatwick express. Youll better of taking the southern train line, they are cheaper and the service is not as bad as that one.

Ordered our tickets (London Victoria - Gatwick return) at least three weeks prior to travel. Tickets did not arrive! Phoned them 5 days before travel to ask them to cancel and resend tickets. Told this is not their policy! - ring again two days before travel!!!! This time got a more helpful man who cancelled our tickets (sending a cancellation form which included the postage.). He offered to send tickets to a machine but the whole point of us paying postage was to get the tickets in advance and not having the hassle of a machine so went to our local British Rail station and bought more tickets which were more costly. Then I fumbled around on the internet for a refund form - not easy as there is a specific form if you fail to use tickets. Finally found it and sent it off with the cancellation form the helpful guy had sent us. Yes - you do wait 10 days for a reply!!! It said to send the unused tickets to an address in Asby de la Zouch!!!! WE DID NOT HAVE THE BLOODY TICKETS - THAT'S WHY WE WERE WANTING A REFUND!!!! AGAIN sent the cancellation form with an email saying I had had just about as much as I could handle with Gatwick Express "Customer Services"!!! Another email back saying I would be hearing back in 10 days!!! But no - it only took 3 days except ... they didn't refund me my postage, even though THEY lost my tickets, using an incomplete address to send them (the helpful guy had pointed out!!!) That may sound petty but I paid that for a service they offered and didn't fulfil!

This is the group of dinosaurs who don't want guardless trains. They also have a Customer services department which belongs in the dark ages!!! The sooner they sack the lot (except the helpful guy) and recruit some people who belong to the 21st century and use booking methods that aren't archaic (send tickets via the internet like every other travel organisation I know of) then they frankly deserve to go under.

The ride itself was nice, though late from Gatwick back to Victoria Station. Be careful about buying refundable tickets though. They make it so hard to get a refund that it's just not worth it. They're so in the dark ages in processing your refund. As I reside in another country/continent. If you communicate with them via e-mail, it takes up to 10 days to respond. You have to mail in a refund form. Then they e-mailed back saying they need copies of the tickets (that were sent to me via PDF in an e-mail). I forwarded via an e-mail, but that's not good enough. They said they can't print them and that I'd have to print them and send them via International Post. Really, they can't print them, but I have to print them then mail them to them??? Doesn't make any sense. Here's that they said:

Thank you for getting back in touch in regards to your ticket query.

Unfortunately the tickets cannot be printed here, although you have forwarded them on as a PDF. You will need to print them and forward them on at your earliest convenience.

We require the original tickets to be sent to us for auditing purposes. If you have a Print@Home ticket, you can print these off at home and send it to us.

Gatwick Express Refunds Team
Freepost RTGL-ELXC-HAUU
Southern Rail
Ashby de la Zouch
LE65 1JT

I apologise for the inconvenience that has been caused.

Kind Regards,

Charlene Stewart
Customer Relations Advisor

Absolutely appalling!!! This is a warning to people NOT to travel with Gatwick Express!! Firstly, the ticket prices are extortionate and a complete rip off at £35 return. Secondly, the trains are very, very slow, often severely delayed (sometimes even cancelled for no specified reason) and are poorly serviced (dirty seats and toilets etc). Any delays or cancellations are, more often than not, not published on their website so the customer is not kept informed. I missed my flight recently because the Gatwick "Express" (what a joke!!!) was so delayed (and crawling along at such a slow speed for mile after mile) that I arrived late!! When I telephoned customer service they didn't even offer an apology and referred me to their "Delay Repay" service where customers can fill in a long winded form to apply for compensation in such circumstances (it also takes months for the compensation to come through)! It's important to note, however, that they do not take any responsibility for missed flights so the only compensation that can be awarded is a free Gatwick Express ticket!!! What an insult!! This service is a complete embarrassment to London and is nothing short of a national disgrace. If you want to travel to Gatwick Airport travel on Southern Rail instead - it's much cheaper, takes the same amount of time and is more reliable.