The Innovative GatwickConnects Allows You to Connect Between Airlines That Don’t Work Together Without the Risk

Airports, Technology

Ultra low cost carriers are great at bringing low fares to places, but they don’t really help connect people into the broader air travel network. None of these airlines interline with other carriers, and a good number don’t even allow you to connect between flights on that airline. London’s Gatwick airport has partnered with Dohop to do something really interesting. It has taken its previous Gatwick Connect program and put it on steroids. The new service is called GatwickConnects and it’s like a strange hybrid travel agent/ground service provider/insurance company. It’s awesome, and I can only hope that US airports will consider something similar. Let’s walk through how this thing works.

In the US, Spirit and Frontier sell connecting flights, but they don’t work with other airlines. In Europe, the big ultra low cost carriers are even more strict. They operate more like Allegiant here in the US. Ryanair and easyJet don’t allow connections to be booked on the same ticket at all. If you want to connect, you have to buy two separate tickets and you’ll get no help connecting your bags. If things go wrong? Tough luck.

For Gatwick Airport, this is a problem. Gatwick has become a major hub for leisure travel in the UK. easyJet is the largest airline with 41 percent of passengers, but British Airways is second with 15 percent. You get a big mix of short and long haul carriers in there, but published connections are few and far between since most airlines there don’t work with each other or even with themselves. Despite all that, an increasing number of people had begun building their own connections because the fares were so good.

Gatwick saw an opportunity to help those people and boost traffic further by finding a way to allow those connections to happen more easily. It first launched Gatwick Connect in May 2013. Previously if you wanted to build your own connections, you could. But you had to claim your own bags, take them to the ticket counter, re-check them, and then go through security. That was a real pain, especially if one airline was in the North Terminal and the other in the South Terminal.

The original Gatwick Connect had a desk in the baggage claim area that acted like a bag re-check you find with international carriers elsewhere. Once you claimed your bag, you walked over to the desk and they re-tagged it and took it to your next flight. In effect, Gatwick was creating an interline arrangement through its own devices. You could also get your boarding pass for your connection if you didn’t have it yet. This eliminated the need to go to the ticket counter at all. You could just head back through security and on to your connecting gate.

But that only solved part of the problem. You still had to go buy your own tickets separately, building your own connections. You were also on your own if you had delays or cancellations. So, the airport put Gatwick Connect on steroids, removed all sense of proper word-spacing, and created GatwickConnects. It kept the original bag service (which is still free for people who buy their own connections), but it created a service to make it more seamless.

To tackle the separate ticket issue, Gatwick worked with Dohop. Dohop already self-builds connections in its system so that was easy. Now when you search Dohop, GatwickConnects will come up as an online travel agent option on those flights that connect through Gatwick. But keep in mind this only works for sale in the UK, Norway, and Iceland right now. That’s going to change, but you have to change your country in the upper right if you want to see it today. (The Gatwick-branded site is at, but I don’t think you can change your country there. So just use the regular Dohop site.) You’ll see a result like this:

GatwickConnects Display

You can see that Dohop shows you an option to buy separate tickets, but if you pay more, you get GatwickConnects looking like another online travel agency. When you click it, you go off to the Gatwick Airport website where you see this:

GatwickConnects Pricing

The cost of this service is GBP 27.50 per person for a one way or GBP 40 per person for a roundtrip. You buy the tickets in a single transaction via GatwickConnects, but you’re really getting three things. You get one ticket on Wow, one on easyJet, and then you get the GatwickConnects service. If you need to make changes or anything, you’d come back to GatwickConnects to handle, just as you would with another online travel agent.

That’s helpful to have it done all it one place, but is it really worth the extra cost when you could just book it on your own? There are a couple of extra benefits here. First, you get priority security to make it easier to get back to your next gate. You also get a luggage tracking service. But most important is what the airport calls a “Protected Connection” service. This is like travel insurance.

My biggest issue with building self-connections is that if something goes wrong on the first flight, the second airline isn’t going to care. You lose the ticket and have to find your own way to the destination, paying whatever fare is out there to make it happen. That’s why I’ve seen plenty of people shy away from building their own connections. The risks involved are too great.

GatwickConnects, however, treats the connection like a regular online connection at a legacy carrier. If you miss your flight, GatwickConnects will put you on the next one without cost. It’ll also put you up in a hotel, give you meal vouchers, etc. As is always the case, there’s bunch of fine print here, but it generally matches what you find with standard connections. For example, they won’t do this if the reason for the misconnection is outside of the airline’s control (weather, strike, air traffic control, etc). You can see all the restrictions here.

Of course, there may not be a connecting flight for days, in theory. And flights could be full. So GatwickConnects can’t make this a perfect solution. But it’s still a good insurance-style option that would make me feel much more confident about booking a connection on airlines that don’t work together.

So far this works for easyJet, Norwegian, Virgin Atlantic, Thomas Cook, Flybe, and WOW. That means once this gets expanded beyond the UK/Norway/Iceland point-of-sale, people in the US who have Virgin Atlantic service to Gatwick (Florida and Vegas) can build their own connections with these other carriers and have it all protected through GatwickConnects.

This is a really innovative idea. Just imagine what would happen if an airport like Las Vegas did this. Think of all the small communities with Allegiant service that could be better connected into global airline networks. It’s not perfect, but it would take the reliance on airline interline agreements away. And that’s great for consumers.

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16 comments on “The Innovative GatwickConnects Allows You to Connect Between Airlines That Don’t Work Together Without the Risk

  1. > For example, they won’t do this if the reason for the
    > misconnection is outside of the airline’s control
    > (weather, strike, air traffic control, etc).

    It is a bit unfortunate that they don’t cover weather and ATC at least. It may not be within the airline’s control, but it isn’t within the traveler’s control either and that’s what insurance is for…

    1. Yeah, that’s a significant limitation. Suppose you miss a connection on a single airline due to weather. They won’t spring for a hotel, but you’ll still eventually get to your destination without having to pay more for airfare. In the Gatwick situation it sounds like you’d be out of luck.

      Better than nothing, though.

    2. When I read at thair offer, the only weather limitations that I’ve read are floods and snow, 2 events that are not that common in Gatwick …

      1. Your inbound flight could be delayed due to snow at the departure airport. There are places in Europe that do have snow in the winter :)

  2. Interesting concept. But if it happen in the USA some company would just screw it up or one person would have a problem and congress would start sticking their nose in and mess it up. But in the USA it does have Google written all over it if it was to happen. They want to be everywhere involved in everything don’t they?

    1. I think the US congress is LESS likely to stick their nose into something like this than the EU authorities. The EU has much stronger passenger protections; in the US, it’s more of a “free market” (read: businesses can do what they want) atmosphere.

  3. Interesting idea. With the rise of LCCs in Europe, I think there’s definitely a market for it.

    I flew through LGW a few months ago and I was very impressed with their security screening setup — by far the most organized and well run I’ve ever been through. So few airports get something like that right… Doesn’t surprise me that they’ve got someone there thinking ahead in terms of the passenger experience.

  4. And they also get 2 separate passenger fees from the airline, vs a reduced one in case of a “true” connecting passenger !
    Very intelligent thinking from the Gatwick team to boost their airport !

  5. I feel that if there is really a market for this kind of service, then the LCCs will eventually start to offer it themselves. The airport might initially do it just to prove that it works, but what is stopping easyJet and WOW from setting up a simple interline agreement and taking the extra profit for themselves?

    1. Jim – Well, this service adds a lot of cost. Does easyJet really want to build infrastructure to handle connections and interlines? It starts to make more sense when a single airport can do it for all tenants.

  6. Not working for me. The pop up with the vendor isn’t coming up rather it just sends me directly to book the tickets.

  7. It would be interesting, and would kind of tackle the problem Virgin America was pointing out, but I don’t see the LCC/ULCC density here to make it worthwhile. In Europe you have easyJet and Ryanair with more flights than the legacy carriers, and often times to more far flung destinations. The reverse is true here in America where LCC/ULCC poach fliers off of busy routes and trunk routes.

    To some extent that is why I don’t really buy VA’s argument that they are sincerely interested in opening up competition. They are opportunistic in their route decisions. That is perfectly rational from a business perspective, but they shouldn’t claim that the have interests in opening up markets they have real zilch interest in.

  8. We used Gatwick Connect at Gatwick two months ago and have been trying to get an answer to our complaint ever since. It was a rip-off as they gave us incorrect information, but worse we haven’t had a reply from two emails, probably because they’ve disappeared into a new company and will now disclaim any responsibility.

    Take care

    Tony Henderson

  9. I ask you by this means if the people of the gatwick connect company can solve and refund my money, the contract number is RRTM1JWO three months ago that I claim to return the hotel night that I had to pay since when the flight arrived my son delayed for which he lost his connection there was no one at the airport, I called warning that this would happen for someone to wait for him and the hotel, but they told me that I would take a hotel and then send the receipt so that reimburse me the silver
    I sent many emails informing me that the payment is authorized but that the financial area is very busy and that is why they do not pay me.
    It seems to me that it is not appropriate to wait three months to collect 159 dollars
    I hope they pay me urgently, I hire the service for this covered and act according to what they asked me to do
    Martin Golberg

  10. This is a service to AVOID.
    I used this terrible service and I am now stuck in London. Gatwick Connects does not cover security delays, but Gatwick is one of the slowest airports for passport control, so you are destined to fail.
    There is no help from Gatwick Connects. I paid $1000 to get my family on a flight two days later instead of dishing out $6000.
    If you dare to use this service read the fine print.
    You are better off using a single carrier that will make sure you get where you need to go, which Gatwick Connect will NOT do for you

    1. Hi,
      We are planning on flying from TPA to Toulouse France – No airline will fly both legs. I’m curious how long your connection was between flights?
      Ours is set for almost 4 hours but with your story I’m not sure it’s enough.
      Thank you in advance.

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