Your selected question
I booked a return ticket from Gatwick to Heathrow. Why have I been given a ticket for a through journey and not the shuttle?
Not all journeys are direct "shuttle" journeys on this route. It depends on the time and date you are travelling. When booking online, be sure to check the number of changes at step 2 of the booking process; shuttle journeys are marked with a 0 (zero) in the "changes" column.