Feedback procedure
We hope that you don't have to make a complaint about the service we offer, but if you do there are two stages to take to ensure you 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 30 days 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 contact using the online feedback form or write to us at:
Customer Services
8th floor, Destinations Place
South Terminal
Gatwick Airport
West Sussex RH6 0NP
Please include the following:
- The date, time and location you were at the airport
- Full details of your complaint
Please note that if you are a representative, we will need written authority from the individual concerned.
Our Customer Services team will respond to all complaints as soon as possible, however if your complaint requires some form of investigation then we aim to offer a full response within 35 working days.
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.
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.
Gatwick Airport Consultative Committee
The way in which we handle passenger feedback is monitored by the Gatwick Airport Consultative Committee (GATCOM). If you don’t feel happy with how we've handled your issue, you can write to GATCOM who monitor the quality of services provided at Gatwick:
The Honorary Secretary
Gatwick Airport Consultative Committee
County Hall
Chichester
West Sussex
PO19 1RQ