We hope that you don't have to make a complaint about the service we offer, but if you do there are two steps you can take to get a satisfactory outcome.  

In the first instance, we ask that complaints should be made by the person concerned or their representative no later than three months after the date of travel, unless there are exceptional circumstances.

Stage 1

If you're unhappy about the standard of service received from Gatwick Airport Limited or the professional conduct of Gatwick Airport Limited staff or airport partners, please email us at customer.services@gatwickairport.com or write to us at:

Customer Services 
6th floor, Destinations Place
South Terminal
Gatwick Airport 
West Sussex RH6 0NP 

Please include:

  • The date, time and location you were in within the airport
  • Full details of your complaint

If you’re a representative, we’ll require written authority from the individual concerned.

We aim to answer complaints within 14 working days of receipt. This does not include Saturdays, Sundays and bank holidays in England and Wales.

Stage 2

If you are unhappy with our response following stage 1, you can write to us again and a manager will review the handling of your complaint. 

Taking things further

If you don’t feel happy with how we've handled your issue, you can write to the Gatwick Airport Consultative Committee who monitor the quality of services provided at Gatwick:

The Honorary Secretary
Gatwick Airport Consultative Committee
County Hall
Chichester
West Sussex
PO19 1RQ

Compliments

Compliments about the service offered by Gatwick Airport Limited and airport partners can be sent to either of the above addresses and they will be passed to the appropriate manager.

We truly believe in delivering the very best service to our passengers. We can only achieve this by working together with our airport partners and listening to what our passengers are telling us.