Gatwick Express launches new facility to help customers who miss flights

1st Sep 2009
Gatwick Express launches new facility to help customers who miss flights

Gatwick Express, the non-stop rail-air link between central London and Gatwick
Airport launches an innovative new facility for passengers who have missed their

Anthony Conroy, head of customer service delivery, Gatwick Express, said: “Every
year Gatwick Express helps over 5 million travellers make the journey between
London and Gatwick Airport. Unfortunately some of these travellers miss their
flight because they do not leave sufficient time or in these difficult times,
their holiday company has gone bust. Our staff said the most common enquiry from
our passengers is what do they do when they have missed a flight? To address
this very real issue we have teamed up with so that our staff
will be in a position to direct passengers to professional, expert help for
their onward travel.”

The new facility will work as follows:
Once a passenger realises they have missed their flight they should ask the
Gatwick Express onboard train host for assistance.  These staff are highly
experienced at dealing with air travellers and they can provide contact details
for the service.  The missed-a-flight service can be accessed
in person at desks in both the North and South terminals at Gatwick Airport and
the onboard train staff can give precise directions to these desks.

Alternatively, the Gatwick Express staff can provide a phone number (0871 6666
737) so passengers can start using the service whilst still travelling on the

There is also an online option at


Once in contact - either in person, by phone or online, the trained consultants
take the details of the missed flight and then prepare a list of available
options to get the passenger to their destination.

Neil Chapman, managing director of, adds:” Last year the Air
Transport Users Council (AUC), the airline industry consumer watchdog introduced
a new category of complaint - missed departure. This is a significant issue and
this new partnership hopes to tackle the problem by helping the distressed
passenger and in turn decreasing the complaints received by the AUC.  Gatwick
Express is an internationally recognised train company, so for us to be able to
work alongside their customer focussed staff enhances their level of service and
gives us the opportunity to assist more Gatwick Airport travellers.”

Launched 15 months ago, is a service created from over 25
years experience in the aviation industry. Through no fault of their own, one in
eight travellers miss a flight each year and need assistance. As well as re-
arranging the flight, the knowledgeable and well trained
consultants will also assist with the unfortunate knock-on effects of missing a
flight such as the need to re-arrange car hire, amend hotel reservations or
revise transfers - ensuring that all these changes match the new flight times.


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