Gatwick Express Recensioni 

Avoid Gatwick Express if you have a flight to catch!

My experience with Gatwick Express was appalling, both during the disruption itself and in the way my subsequent complaint was handled.

I allowed approximately four hours to get to Gatwick for a journey that would normally take around an hour and a half. I thought that was more than enough contingency time. I still missed my flight.

I understand that incidents happen and that a train operator cannot prevent every disruption. My complaint is about what happened next.

We were told that the service was unlikely to be running again within the next hour and were effectively left to find our own way to Gatwick. The advice was to travel across London to another train line and continue from there. I followed that advice, only for the alternative service to be cancelled too.

To make matters worse, we didn't have the appropriate tickets for the alternative journeys we were being directed to take. I had to stop and explain myself to station gate staff at every stage. Thousands of Gatwick Express passengers were left trying to navigate the disruption, creating additional problems for passengers and staff on other services.

Where was the contingency plan? Where was the coordination with other operators? Why were passengers travelling to an airport left to fend for themselves?

Missing my flight was extremely costly and turned what should have been a straightforward journey into a nightmare. But I wasn't expecting Gatwick Express to pay for my holiday or replacement flight. My complaint was about how the situation was managed and what they had done to help affected passengers.

Unfortunately, the response to my complaint has done little to restore my confidence. I was told my concerns would be reviewed by Senior Management, but after further correspondence I still hadn't received a meaningful answer to the questions I raised. The replies focused on the cancelled train and compensation rules rather than addressing the actual service failures I was asking about.

I'm not writing this because I expect to get my money back. I'm writing it because other passengers deserve to know about my experience before deciding whether to rely on this service to catch a flight.

I will not use Gatwick Express again, and I would strongly advise anyone relying on it to reach a flight to consider their alternatives carefully.

Soooo bad!!!! You pay way more for essentially the same travel time as the regular train, but with even worse service?!

Literally every time I take this train, it’s late because the drivers can’t seem to arrive on time… What do you mean?!

I almost missed my flight because of this! Absolutely ridiculous!!!!!

Honestly outstanding service! Really impressed!!

I forgot my suitcase on the train at Gatwick airport (yes very silly), went to one of the staff members, expecting to hear something like ‘nothing we can do, reach out to customer service’. Instead, within minutes they had called someone on the train, tracked my suitcase down, then called someone at the next station to grab my suitcase and keep it with them, so that I could quickly get on the next train and grab it. Made my flight in the end and forever grateful.

MASSIVE Thankyou to the staff!!

I have been using Gatwick Express regularly since 2007, but my recent experience was unacceptable. On June 14th, the line between London Victoria and Gatwick was completely shut down at 12:48 PM due to infrastructure failure.

Despite knowing the service was fully suspended, Gatwick Express kept selling tickets on their app. I bought mine an hour later (13:48 PM) with no warning whatsoever. Arriving at the station, no trains were running, causing me to miss my flight and incur over €1,000 in emergency expenses (taxi, new flight, hotel).

Their customer relations team refused to take any responsibility, hid behind weak technicalities, and to date, HAS NOT EVEN REFUNDED MY UNUSED TRAIN TICKET. A deadlock letter was issued and the case is now with the Rail Ombudsman. Extremely disappointing and unethical commercial practice.

In the early years, this route would have had a wildly mixed response from me - ranging from excellent to okay to irritating. However, of late, it has improved and got its act together. Great. For example: today's conductor (Mark) was both professional and warmly engaging. So, a special shout out to him. Also, the train was on time, clean and comfortable.

Dreadful service - expensive, unreliable and the worst customer service on the entire rail service.

Endless trains cancelled, delays, station stops changed - a ‘premium’ service which ISNT! Terrible - customer service does nothing! A misnomer!

How much!?!?!?!?!?!?!?!?!

Such a nice welcome for travellers who have just arrived in the UK. Tired, long flights, hungry, busy airport and then BOOM, the Gatwick express wth its £50 30min journey!!

Welcome to the UK!

I took the train to Victoria after buying my ticket and the supervisor of the train said it was a Gatwick express. He made me paid a whole new ticket after threatening me with a fine. They treated me like a criminal. It didn't say it was a Gatwick express service anywhere. The trains says Southern EVERYWHERE. IT IS A TOTAL SCAM

Horrific experience! We were left stranded at Victoria station when the train cancelled last minute. Hundreds of us were on the platform and were told to go to London Bridge. Had to spend hundreds on an Uber and nearly missed our flight. When I tried to get a refund they refused saying I had used the return portion. Will never ever use Gatwick express again and do not recommend. Horrible service and horrible customer terms and conditions.

This is a horrendous train service and a much worse customer service team. I purchased a Gatwick Express ticket from the Gatwick Express app for the 16th October going from Gatwick Airport station to London Victoria. When I scanned the ticket it didn't work so I showed it to the ticket barrier attendee and he said "your ticket is for 17th October". Having come from holiday and after getting off my flight even though I had thoroughly checked that It was for the 16th October he confused me and I mistakenly believed him and bought another ticket. The second ticket was exactly the same as the first. Then when I checked both they said "valid from 16th October and valid till 17th October which appears on the ticket".

This was a Gatwick Airport train station staff who should have known this. However by giving me wrong information I got confused and purchased 2 of the exact same tickets. Then when I spoke to numerous train staff none could help me to get a refund. The refund/delay repayment forms on the app don't give you an option to even state your situation and tell you to press on a link which says "press the captcha to prove you are not a robot" then when you press it, it leads you to a dead end. This sends you round and round in circles because the train staff tell you "since you purchased it on the app go through the app for a refund". Like so many others have stated the app sends you round and round. After finding a way to send a message as this was the only way I could see to contact them after trying for ages I got a response "saying they can see I was misled and confused into buying 2 same tickets and they will forward my email to the refund team". However this was 5 days ago and I sill haven't received a refund. The total days since I contacted them about this has been 12 days. There should be a link that can refund you straight away on the app for unused tickets that haven't been scanned and are mistakenly bought due to their staff confusing us. However they will just send you round and round and if I could give this app and service 0 stars I would but sadly I have to give it 1 star. This is a terrible service from start to finish even the name is misleading "Gatwick Express" they make it sound like it is a fast service with comfortable trains but the trains are shoddy and the train takes about 30 minutes. If you take the other train which at times is cheaper almost half the price and supposed to be slower then you will get there about 5-10 minutes slower. However that other train stops at two other stations. You can hardly name a service "Express" when it is 5-10 minutes quicker then the alternative. If you don't believe me read any other reviews mostly all of them have experienced this scam that I sadly experienced.

It's very difficult to read on the Gatwick Express, due to a stream of tannoy announcements, in several languages. These are unnecessarily repeated, both whilst the train is,at each station and soon after leaving, in Italian, French, etc. The on-board supervisor adds to this, with lengthy announcements.

Train from Victoria to Brighton was terminated at Gatwick Airport. Arived in Brighton on Thameslink 1:45 hours late. Dey and repay declined - they changed the time of the Gatwick Express I travelled on and said it was just 2w minutes late

You can't call a service express if it only runs every 30 mins. It can take an hour if you time it wrong as the teain takes 30 mins. Not worth the money and a complete joke.

Since my review in December, the fares have gone up and Gatwick Express is now an even bigger tourist Scam. It now costs £24.10 or £24 at all times with oyster or contactless. Southern or Thameslink into central London is £10.70 with oyster contatless off peak. Lots more trains same journey time. Use the 'TfL single fare finder' for details and other fares. GATWICK EXPRESS NASTY TOURIST SCAM BEWARE

gross scam for unknowing tourist and they know it. 10 pounds more expensive than the same ride with thameslink (their competition that also goes through Gatwick airport).

Unacceptable Customer Service !!!
I had a very upsetting experience at the Gatwick Express ticket counter today at Victoria station 3.10 pm.
The staff member working there was incredibly rude and
unprofessional. When I tried to ask a few questions to purchase a ticket, she began shouting at us, refused to help, and even pulled the blind down on us. Her behavior left me shocked and upset, as no customer should be treated this way.
I am writing this review not just for myself but also for others who may have had similar experiences. Staff members like this should not be representing your company. I hope management addresses this issue and ensures better customer service training to prevent this from happening again.

Train didn’t stop at Clapham station despite being on the list of stops. No word or announcement came from the driver or staff….extremely poor as this isn’t even the first time

My flight arrived, amazingly, 30 mins before schedule. I had an advanced ticket booked back to London. I obviously wanted to get on an earlier train but they wouldn’t let me - even though the price of the ticket was exactly the same, the station wasn’t busy, and it was still an off peak train. So I had to buy a new ticket to avoid a 45 minute wait. I travel with GWR at least three times a week and they are unfailingly gracious and flexible about such matters. I guess this is was happens when you let a company monopolise the main connection to an international airport. Can I choose not to use this service for my next flight to Gatwick? Obviously not.

Horrible experience with ticket collector Andy. Travelling home late at night after a long week my partner had sweetly bought me a first class ticket. On my own in the carriage - Andy arrived and said - Do you know this is first class? When I replied that I did - he said: Right you better show me your ticket" making it clear that he didn't believe a brown skinned woman belonged in this carriage. I was all on my own in the carriage and instead of feeling safe and protected I felt intimidated and frightened by his aggression. I am writing this in the hope that he is offered diversity and customer service training and doesn't treat another lone female passenger in this nasty and unpleasant manner. I have written to Rabia in the customer service department but so far have been unhappy with her response.