Gatwick Express Avis 

Absolutely horrendous app. Spent almost 2 hours trying every which way to create and submit a delay repay claim. Error message after error message. App is clunky, back-end text disappearing off the edge of screen. Not user friendly and just doesn’t work! Not only wasted my time on a 1.5 hour delayed train, now 2 hours trying to claim a refund on outdated tech. RUBBISH

Did get a 20,- penalty frow the same woman that said that that our super off peak ticket was oke for the train on stage 3 instead of going from 4 (brighton - victoria station london). Very confusing for a tourist that takes the train for the first time (also told het that before and showed our tickets on the phone).

The last train on Sunday leaves Gatwick Station for London Victoria station at 23h15, however, there are tens of flights landing at this time or just before. I contacted the company and they did not answer my question why they don’t have a later final service on a Sunday as there is a demand.

Terrible and awful, we traveled outside rush hour, pretty much every seat in 1st class was
taken, looking around at our fellow passengers, we were the only ones that had been foolish enough to pay for a 1st class ticket. Never again! Clearly no one checks tickets and consequently everyone uses 1st class without a 1st class ticket .

I bought 5 x tickets 4 weeks before traveling and requested they send them in the post. Tickets never arrived. Numerous calls to their 'customer services' to be told to chase royal mail myself with the delivery code.
Spoke with royal mail and that code doesn't exist anywhere on their system. Never even posted by gatwick express!
Now I am having to argue to get my money back. It is still before the date of travel and these jokers want me to buy another set of tickets but not refund me.
Thieves. Avoid at all costs.

Trainline 😡😡😡😡there are no train London due to staff shortage
You travel the whole world very efficiently and than you get to Gatwick Airport
Never ever trust transport
My plane landed at 12.30
All trains are cancelled 😡
Just tried to get refund but have been informed that admin charges are higher
My taxi cost was £78.00
My train refund £33.00
😡😡😡😡😡😡😡

Terrible!!!!!!!!! Bought a ticket for 6 May. Because of strike had to reschedule my journey. I filled refund online form and they mailed me back that my application was unseccessfull. Really????? I tried filled it again , but ticket under my reference does not exist any more as I did already apply for refund and there is no way to get money back !!!!!!!!!!!BE AWARE. Refunds not possible

Not sure how you can call this an Express. Slow, delayed, late would all be more fitting descriptions.

When the train isn't running, you shouldn't sell tickets for it! Because of railworks (which is fine) there weren't any Gatwick Express trains, but I bought an expensive express ticket for 19 pounds but ended up on a regular southern without the women at the (- Gatwick express specific counter) till telling me. Not fair as one pays extra for the express. Just not ok.

I feel sorry for tourists confused by the myriad train tickets at Gatwick - don't bother with the ticket machine queues and use contactless card and hop on first train to victoria

There is no reason to pay extra for Gatwick Express. There are standard Southern trains for half the price that are only 1-3 minutes slower. What's worse, the Gatwick Express only goes every thirty minutes while the standard trains goes six times an hour. This means that on average you will save more time with the standard trains!

I checked the timetables from Gatwick to Victoria, on a normal weekday. The Gatwick Express leaves 10 and 40 every hour and takes 31 minutes. This means 15 minutes average waiting time plus 31 minutes trip, in total 46 minutes on average for Gatwick Express. The standard Southern trains leaves 02 13 26 32 43 56 every hour and takes 32 minutes, except the 02 and 32 trains which takes 34 minutes. This means 5.4 minutes average waiting time and 32.4 minutes average trip for a total of 37.8 minutes. So on average you will save more than 8 minutes by taking the cheaper train!

Lost my bag on Southern rail from Gatwick to London Victoria, received excellent help from Alex Davies at Gatwick Express to chase the bag and we finally found it, very appreciated for the amazing help.

Thought we'd pay extra for Gatwick Express to ensure a quick service to the Airport. Halfway there, we stopped at a station and the driver announced there was a problem with the line ahead and we were told to leave the train immediately. Absolutely no advice as to alternative options or whether any other trains were available. Several hundred people wandering around a station with no guidance on how to reach the airport. Eventually another passenger mentioned there was an alternative train due and the lucky ones managed to get to the airport on time. I appreciate the line issues can't be helped but the customer service was appalling.

Before I left i bought a return ticket on the express as they said it ran all night. Well guess what? This is England, the third world country. A ton of planes arrived with ours at midnight...i rushed through immigration and just got to the platform as the train left...next one? an hour later...at 140am...and where was it going? to Blackfriars....totally useless...ended up paying 100 pounds because the damn train was taking a holiday...viva England

This company is not fit and proper company to run a rail service. Their Gatwick express app today has been completely useless it is unstable and immediately shuts down on the latest iPhone running the latest iOS. It was almost impossible to fill in the request for a refund. The number of requests for refunds must be almost equal to the number of purchases - because the Gatwick express train service is so appalling.

Update re Gatwick Express journey experience for 20th Jan.

After putting in a reclaim as my claim had been rejected by Gatwick express they decided to award me after all at £3.50 per ticket out of a fare cost charged to me of £13.65 per ticket. They decided i had been only delayed by 15-29 mins and not 30 mins plus! How they worked that one out i will never know as we were told to board next normal service train and not to wait for next Gatwick Express train because of signalling issues! If one pays for Gatwick Express and is directed by Gatwick Express station staff to use normal rail, one should be refunded in full!

I WILL NEVER USE THE GATWICK EXPRESS AGAIN AS IT IS NOT A SERVICE - IT IS A DISGRACE TO CALL IT A SERVICE

This company are thieves- I purchased a ticket online for VIC - GATWICK and got a wrong departure station and I was told that it was a a glitch in the system and that I needed to fill a refund form. Which I did and got refund after chasing them with emails after 12 days and got only 8.50 refund other amount from 18.50 where admin fees what a joke. The UK has became a con country. Only bulshit people all around. I will never use them again.

Just made my last attempt at using the Gatwick Express.
Struggled to buy tickets using their app, it consistently doesn’t work.
Purchased tickets at a kiosk only to find the service then wasn’t running.
Attempted to claim my money back and was informed, sorry but no.
I started using the service when it commenced some years ago and have watched slowly deteriorate ever since.
Save yourself time and expense and use an alternative.

I have no issues with the trains themselves, but their app and ticketing services are terrible every time. Three times now I have pre booked tickets, you can they them downloaded onto your phone (they have to be printed) but every single time, regardless of which station you go to, the tickets won’t print at the machines so you have to queue to get them from a person who normally takes you aback to the machine to check and then back again to the office to print them because they don’t understand. On average it takes about 20-30 mins to resolve at quiet times, at busy times who knows. I’ve started going days before to sort it out as I know it’s going to be appalling. In addition their app is terrible and never works. Can’t believe this is still an issue in 2022, just go and buy your tickets from a machine directly and not via their website, it’s quicker and 100x less stress.

Gatwick Express trains may or may not run. They apologise for any inconvenience caused. Good luck trying to reach out for a refund.