Damage After Airport Parking Near Gatwick: What to Do

The short answer

Check the car before you leave the car park, photograph everything, and tell the operator at once, then follow up in writing. Keep your booking confirmation and the operator's terms, and check your insurance policy before deciding what to do about the repair.

If you come back from a trip and find a dent, scrape or scuff on your car, do not drive off before you have looked at it properly. Check it while you are still at the car park or handover point, photograph it, and report it to the operator straight away. Then put it in writing. Most of what helps your case is done in the first few minutes. We are a body shop in Smallfield, near Horley and Gatwick, and we are used to looking at car park damage.

This is general information, not legal or insurance advice. It does not say who is at fault in any particular case, and we are not accusing any car park or operator of anything. Rules and terms differ, so read the terms you agreed to.

What should you check before leaving the car park?

Walk round the car before you load the boot or put the key in. Look at each side, the bumpers, the wheels, the wing mirrors and the roof if you can. Look in daylight if you can, since dim light hides scratches.

Check the inside too. Look at the mileage and the fuel level and see whether anything has been moved. Gatwick's own advice lists high mileage, damage, lost keys and late returns among the problems that passengers have reported with parking services in general, so it is worth a look.

If the damage is there, do not move the car until you have photographed it where it is.

How do you photograph damage properly?

Take more photos than you think you need.

Stand back and take a wide shot of the whole side of the car with the damage in view, and the surroundings behind it.
Take a close photo of the damage itself, with something in the shot for scale, such as your hand.
Photograph the car park, bay number or signs if there are any, so you can show where it was.
Take a photo of the mileage and the fuel gauge.
If a member of staff is there, ask them to look at it with you, and note their name.

Phones put the date and time on photos, which helps. Do not clean the car first. A wipe can take off paint transfer or dirt that shows how the mark was made.

Who do you report it to, and when?

Tell the operator or the car park staff at once, before you leave if you can. This matters because the terms often say damage must be reported at the time.

Gatwick's own terms for its parking say that you must report damage to a member of staff before you leave the car park. For its valet service, the terms say the damage must be reported straight away to Customer Service Office staff, that you and a staff member then fill in a customer report form before you go, and that you ring the number given to start the claim. The same terms say that Gatwick pays the reasonable cost of repair where damage is caused by careless driving by its staff or subcontractors. Terms change, so read the current version of Gatwick Airport's terms and conditions and your own booking.

If you booked with a different operator, such as a meet-and-greet company, their terms apply and not Gatwick's. Their terms may say who to tell, how long you have and what form to use. Your booking confirmation should have those details.

Why put it in writing?

A phone call or a chat at the desk is not a record. Follow it up the same day with an email or letter that says:

the date and time you collected the car
your booking reference
what you found, and where on the car
that you have photographs, which you attach
what you would like the operator to do next

Keep it factual. Say what you saw, not what you think happened. Keep a copy.

What paperwork should you keep?

Keep these together in one place.

your booking confirmation and receipt
the operator's terms and conditions as they were when you booked (save a copy or take a screenshot)
any form you were given, and a copy of it
your photos, and any photos taken at drop-off
emails, letters and notes of phone calls, with dates and the name of the person you spoke to
any repair quotes

What about insurance?

Claiming on your own policy depends on the policy, the size of the repair and the excess you would pay. Gatwick's guidance says to tell your insurer if required, so check your policy wording and ask them. We cannot tell you what your insurer will do. There is more in our page on whether to claim on insurance for a scratch or dent.

What if the operator does not accept it?

Citizens Advice explains that services should be carried out with reasonable care and skill, and sets out how to complain: write to the company, say what you want, and if that fails there are further steps such as alternative dispute resolution. Read the Citizens Advice guide to complaining about a service for the steps. Their page on problems with a car repair is about garages, but it shows what a fair complaint looks like. Gatwick also says that serious concerns about parking operators can go to Trading Standards or Citizens Advice.

How do you protect yourself before you hand over the keys?

Do the check in reverse before you go.

Photograph every side of the car, the wheels and the windscreen, and the mileage, on the day you hand it over.
Ask for any check form the operator uses, and keep a copy.
Read how long the operator says you have to report damage.
Check the operator is who they say they are. Gatwick suggests looking at independent reviews, Companies House details, and recognised marks such as Park Mark and Trading Standards' Buy With Confidence.

Getting the repair done

Once you have reported the damage and kept your records, you can get a repair price. Many people want a quote early, to know what they are dealing with. We can look at bumper scrapes, scratches and dents, and you can read about our work near the airport on our Gatwick body shop page. If the damage is bigger, our accident repair page explains how those jobs work. Do tell us it is an airport parking claim when you ask for a price, and we can give you a written quote for the operator or your insurer.

Next time, skip the car park

If you would rather leave the car at home, a chauffeur can take you to and from the terminal instead. Executive Global Travel is a separate company that does Gatwick transfers: see its Gatwick Airport chauffeur page. Ask it for its own price and terms.

Getting a price from us

Send photos of the damage on WhatsApp on 07724 146 809, ring 01342 649 362 or email info@ericraft.co.uk. The quote is free and there is no pressure. See our contact page for more.

Questions people ask

Should I leave the car park before reporting the damage?

Try not to. Gatwick's terms for its own parking say damage must be reported before you leave the car park. Other operators will have their own terms, so check your booking.

What photos do I need for a claim?

A wide photo of the car and the damage, a close photo of the damage, the mileage, and anything showing where the car was parked. Take them before you move or clean the car.

Can you repair the damage before the operator has agreed to pay?

You can, but talk to the operator first, because they may want to inspect the damage or see a quote. Keep your photos and a written quote, and ask us for an itemised quote.

Do I need to tell my insurer?

Gatwick's guidance says to tell your insurer if required. Whether it is required depends on your policy, so check your policy wording.

Is the airport responsible for damage at meet-and-greet companies?

Not necessarily. Meet-and-greet companies are separate businesses with their own terms, and Gatwick lists checks you can make before booking with one. Read your booking confirmation to see who you have a contract with.

Sources and further reading

This page gives general information, not legal or insurance advice. Check your own policy and the official pages above.

What should you do if you find damage after airport parking near Gatwick?