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 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 
West Sussex 
PO19 1RQ

Getting in touch

Customer Service team
Gatwick Airport Limited
Destinations Place
Gatwick Airport
West Sussex

Fill in our online feedback form