Sites-Gatwick-Site

What do I do if I see an unattended bag?

It's important that we don't take any risks and ignore it as there could be something suspicious or malicious in the bag. If no one appears to claim the item, report its location and a description of it to the unattended bag helpline on 01293 501 212.

What should I do if I see a passenger in distress?

If it is a medical emergency call 999 or 01293 501222 for an ambulance. Alternatively you can ask a member of staff for assistance. If a passenger has a travel related problem or needs help, Gatwick TravelCare is a charity offering assistance to anyone at the airport. Gatwick TravelCare is a team of duty managers and volunteers who assist any passenger whether it is someone who is a victim of crime, scam, modern day slavery, forced marriage, mental health issues or is having problems outside the scope of normal services provided by the airport. They can be found in the South Terminal from 9:00-14:00 every day or you can call on 01293 504283.

What do I do if I have taken someone else's bag by mistake?

If you have taken someone's bag by mistake please contact your airline directly who will assist you with returning the incorrect bag and reclaiming your bag.

What do I do if I find lost property?

If you have found an item belonging to someone else, please contact a member of staff who will be able to hand it to our Lost property team.

What do I do if I believe my hold baggage was opened?

Border Force are able to open and search luggage and will leave a note inside the luggage if this has been searched. Your airline take responsibility for your luggage so please contact your airline directly for assistance.

What can I do if I have lost my passport and I am flying soon?

If you are due to fly soon but have lost your passport, you may be able to apply for an emergency passport. Please visit the website for the UK government for full details on the process.

How do I request a statement of circumstance for an insurance claim?

To make a disclosure request for an accident or insurance claim please complete a Personal data disclosure request.

How do I report and claim compensation for damage to my baggage, pushchair or mobility aid?

The CAA advises that if your checked baggage is lost, delayed or damaged, the airline is responsible for handling your claim. You should report any issues, especially with wet or visibly damaged bags, directly to the airline, ideally before leaving the baggage reclaim area.

If you've already left the area, you should contact your airline as soon as possible. For more information on your rights, visit the CAA website.

How do I report an incident that happened at the airport such as an injury or a theft?

If it's an emergency and the crime is still taking place, call 01293 501222 or 999 and ask for the police. It is important that all non-emergency crimes committed on airport are reported to the police, this includes crimes such as criminal damage in car parks, graffiti, and theft (where the offender is no longer present). These can be reported by ringing 101 or going onto the Sussex Police website.

To make a disclosure request for an accident or insurance claim please complete a Personal data disclosure request.

How do I get items back that I have lost at the airport?

Everything found at the airport is handed to our lost property office, operated by Excess Baggage Company. It can take 24 to 48 hours for a found item to be registered, but we keep all items for up to three months. The lost property office is in South Terminal and is open from 10am-4pm every day. Take the lifts located at the back of check in zones D & E down to level 0. The Lost Property Office is located across the road directly in front of you.

If you have lost items within the airport itself, let the lost property office know by completing a form. If you have lost your baggage, or items while on an aircraft or airline bus, contact your airline directly.
All found documents are returned to the British Passport Office or your embassy. Any enquires about lost or stolen British passports can be made to the Passport Office: 0300 222 0000. For all other documents contact your embassy.

How do I find an item I have lost on a train?

If you have lost an item on a train please go to the information point in the train station where staff will be able to help you.

How can I request CCTV for an insurance claim?

You have the right to request CCTV footage of yourself under the Data Protection Act. To make a request please contact dpo@gatwickairport.com or write to us at 5th Floor, Destinations Place, Gatwick Airport, Gatwick, West Sussex RH6 0NP, United Kingdom for the attention of the Data Protection Officer.

How can I report suspicious behaviour?

Should you spot suspicious behaviour and sense a threat, please call 999 or report it to our emergency line on 01293 501 222.

How can I register a noise complaint?

If you have any questions or want to register a noise complaint, please Contact us.

How can I make a complaint about my airline?

Please contact the airline directly.

Can you help me find my friend or relative who I have lost at the airport?

If you can't find your friend or relative, please make your way to the Your Service Centre desk where the team will do all they can to help you. In the South Terminal the desk is located opposite zone J in the check-in area. In the North Terminal the desk is located on the ground floor.

What do I do if I lost an item on my flight?

For items left or lost on board an aircraft, please contact your airline.

All found documents are returned to the British Passport Office or your embassy. Any enquiries about lost or stolen British passports can be made to the Passport Office: 0300 222 0000.

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