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Book your tickets

How many tickets?

You may not have more than 9 passengers in total

You may not have more than 9 railcards

Enhanced Compensation

What am I entitled to?

If your Gatwick Express train is delayed by more than 15 minutes we’ll compensate you under our Delay Repay scheme. 

Delay Repay

We also offer ‘enhanced compensation’ to Season ticket holders under certain circumstances. Enhanced compensation may be payable in addition, if in a business reporting period you experience delays to your journey of 30 minutes or longer on 12 days. 

Your compensation will be either 2 day return journeys anywhere on the Gatwick Express or Southern route (valid for 12 months from the date of issue) or rail travel vouchers to the value of a single journey between the stations for which your Season ticket is valid. You can choose which option you would prefer.

Business Period Period Dates
Period 13 6 March to 31 March 2016
Period 1 1 April to 30 April 2016
Period 2 1 May to 28 May 2016
Period 3 19 May to 25 June 2016
Period 4 26 June to 23 July 2016
Period 5 24 July to 20 August 2016
Period 6 21 August to 17 September 2016
Period 7 18 September to 15 October 2016
Period 8 16 October to 12 November 2016
Period 9 13 November to 10 December 2016
Period 10 11 December 2016 to 7 January 2017
Period 11 8 January to 4 February 2017
Period 12 5 February to 4 March 2017
Period 13 5 March to 31 March 2017

To claim, please download the application form using the link below. In all cases we will need copies of your photocard and the Season ticket(s) that cover the journeys you are claiming for. Please note that if you hold a season ticket on a key card then you should supply your key card number instead of a copy of your ticket when submitting your Enhanced Compensation claim form. You then need to send this with your completed Enhanced Compensation claim form.

pdf icon Enhanced compensation application form (196kb)

All claims must be received within 28 days of the end of the reporting period your journeys occur within. 

Completed forms

Please check you have completed each section of the form with all the information needed. Please send your completed form to:

Govia Thameslink Railway
Unit 16
Coalfield Way
LE65 1JT

Further comments

If you have any recommendations that you feel could improve our services, or would like to comment on any aspect of our service, please contact us online, by phone or by writing to us.

Our contact details are:


Twitter: @GatwickExpress 

App: Southern On Track, download free from the App Store and Google Play

Telephone: 03451 850 1530 (open daily: 24 hours, except Christmas Day)

Textphone: 03451 27 29 40