FAQs

Yes, we operate a personal service to and from your home address. For prices and times please check out “Book Your Transfer” on our website or contact our office on 01708 730 555.

If you are delayed and miss the service you are booked on, you will automatically be transferred onto our next departure. Please contact our office once you have landed and collected your luggage, we will be able to confirm the next service for you. We are aware anything can happen with flight arrivals and collecting your luggage.

We are only allowed to drop off and collect from our designated bus stand at Gatwick which is at the South Terminal, Lower Coach Road, Stands 1 - 2. There is a monorail system linking the South Terminal and the North Terminal which takes just two minutes and goes every two minutes (and you just push your luggage trolley on) which is well sign posted and very easy to use.

Each ticket is valid for one pick up and drop off address. If you wish to book for multiple pick up addresses they would need to be booked as separate tickets. If you are a large group, please contact our office on 01708 730 555.

What happens if my flights get cancelled? If your flights are cancelled we ask for you to let us know as soon as possible. You can do this either by phone on 01708 730 555 or by email Enquiries@gatwickflyer.co.uk. We will do our best to get you home as soon as possible. Please be aware our emails are only checked during office hours, should you need to contact us please contact our office by phone, listen to the answerphone message and select the option for an emergency. We do check all passenger flight daily, however sometime airlines fail to update flight information.

What happens if I need to contact you when your office is closed? There is always someone available for emergencies, should you need to contact us. Outside of office hours there is an automated message, please listen to the message and select the option you require. Outside office hours there is only one member of staff available, please be patient as he may be dealing with other passengers. Please be aware if you leave an answerphone message or contact us by email when our office is closed, they are not checked until the office reopens.

Once my booking is made is it guaranteed? Yes, once your booking is made you it is guaranteed. We are not like other companies that will cancel your booking at the last minute. All tickets are valid for the information we are given. Should your airline change your flight information, please contact us to make any amendments.

If my flight details change can I amend my booking? We are aware your airline can change your flight times. Should this happen please contact our office as soon as possible with your new information and we can amend this for you. Please be aware all amendments are subject to a fee.

What happens if there are road works or heavy traffic? We are operating 24 hours a day and all our vehicles are on a tracker. We are continuously checking both local traffic and motor way traffic conditions. Our drivers are aware of alternate routes to take and do make diversions if necessary.

On request we can provide child booster seats (suitable for ages 3 - 9) but we do not supply infant car seats. We operate under the same regulations as the local bus companies where it is quite legal to have children under the age of three sit on parents / guardians lap. As such you do not have to use a car seat whilst on our vehicle.

If you do wish to take a car seat that is not a problem but please be aware that you will need to fit the seat, there may be a transfer of vehicle at Thurrock services and that we are unable to store the car seat for you whilst you are away.

Yes all our tickets are discounted, the more people travelling the cheaper it becomes per person. For more information please contact us on 01708 730 555. For large groups our vehicles are available for private hire.

Why is the journey time to Heathrow so long? Our service to Heathrow Airport is operated in conjunction with National Express. We would collect you from your home address, along with other passengers on route. There may be a stop at Thurrock services where you would continue your journey to Heathrow Airport via Gatwick. There is no additional travel time involved going via Gatwick. We have looked into travel times, it is the same travel time if you were to travel either north or south round the M25. Also with train journeys they are not a 24 hour service and this would save you travelling in and out of London. Even by train with all stops and changes taken into consideration again the journey is about the same if not longer. For more information please contact our office on 01708 730 555.

I have difficulties walking, and have a wheelchair can I take this on your bus? Yes this not a problem we have limited space allocated for fold up wheelchairs. All our vehicles are standard mini buses, and there will be a large step to board our vehicles. If you are taking an electric wheelchair or a motorised scooter please contact our office with weight and dimensions, as some do not fit in our vehicle.

How much luggage can I take? For each passenger travelling we allocate 1 item of hand luggage and 1 normal sized suitcase. If you wish to travel with additional luggage there is an additional charge to allocate the space on the vehicle for you. We ask for all additional luggage to be booked in advance to guarantee space on the vehicle. If you wish to travel with additional items other than suitcases please contact our office directly, and they will be able to confirm availability and any additional charges.

Is there a limit to how much my case can weigh? We do operate to health and safety requirements. The maximum weight the driver is allowed to lift is 23kg, this is the same with most airlines. If you cases are heavier, the driver may ask for your assistance to help load them onto our vehicle. For more information please contact our office on 01708 730 555.

We are travelling from two different airports, am I able to book this as one ticket? Or do I need two separate tickets? Yes you can book this all on one ticket. On our “plan trip” section of our website it asks where you wish to be collected from and where you are going to. On the next step for the return journey, this will allow you to change the Airport.

There are no additional charges on card payments. We are unable to accept payments from American Express or Visa Electron.