Our Performance | Caledonian Sleeper |

Public Performance Measure (PPM)

We measure our ‘Public Performance Measure’ (PPM) by looking at how many of our scheduled trains are on time. The PPM, which is a national industry standard, combines figures for punctuality and reliability into a single performance measure. We publish our PPM every four weeks.

For long distance services such as ours, PPM is defined as those trains arriving at their final destination within 10 minutes of the planned arrival time.

24/25 Period 1 - 137/156 87.82% 

24/25 Period 2 - 137/161 85.09%

24/25 Period 3 - 135/163 82.82%

24/25 Period 4 - 165/168 98.21%

24/25 Period 5 - 154/168 91.67%

24/25 Period 6 - 155/168 92.26%

24/25 Period 7 - 146/168 86.9%

24/25 Period 8 - 146/167 87.43%

24/25 Period 9 - 141/166 84.94%

24/25 Period 10 - 110/133 82.71%

24/25 Period 11 - 109/129 84.5%

24/25 Period 12 - 140/161 86.96%

24/25 Period 13 - 159/178 89.33%

25/26 Period 1 - 131/146 89.73%

25/26 Period 2 - 137/161 85.09%

25/26 Period 3 - 134/163 82.21%

25/26 Period 4 - 134/168 79.76%

25/26 Period 5 - 150/163 92.02%

25/26 Period 6 - 123/167 73.76%

25/26 Period 7 127/163 77.91%

25/26 Period 8 142/164 86.59%

Right-Time Arrival

We are also measured against a right-time arrival performance target, defined as arrival within 59 seconds of the planned arrival time.

If you have been delayed on our services by 30 minutes or more you can claim through our compensation scheme, Delay Repay.

Guest Satisfaction

We pay close attention to what you tell us and continue to deliver service enhancements as a result of your feedback.

Feedback ratings are obtained through a survey sent to Guests following their trip with us. The methodology is defined in our Franchise Agreement with Transport Scotland and the research is carried out using the same principles as the National Rail Passenger Survey.

You can view our latest results here.

You can view the latest quarterly report here.

Rail Passenger Rights Service Quality Report 2024/2025

Information & Tickets

Provision of travel information during the journey

Caledonian Sleeper provides information during our service through or on-board systems [displays announcement system]. Our dedicated team of train hosts are proactive providing our guests updates and assistance about their journey, and our social media team actively update our guests who interact with us on these platforms about their journey.  In the event of any delays or unplanned disruption, updates are provided to guests via text message and email. In cases of extreme disruption events (such as full-service cancellations) we aim to contact all affected guests by telephone call.  Our Guest Service Centre operates on a 24-6 basis and Guest Ambassadors can be contacted by guests on Live Chat and social media throughout their journey.

How requests for information are handled at the station

Caledonian Sleeper calls at several stations throughout England and Scotland, we rely on assistance from our partners at Network Rail and Scotrail, who operate these facilities.  In London Euston, where all our northbound services depart, we have a guest lounge, and the lounge staff handle all requests for information from our guests.  Additionally, we have staffed lounges in Inverness & Fort William where our staff interact with our guests prior to departure and after arrival.  Our Guest Service Centre operates on a 24-6 basis and Guest Ambassadors can be contacted by guests on Live Chat and social media before, during and after their journey.

How information about train schedules, tariffs and platforms is provided

We provide all our guests details of their booking e.g., departure time, and tariff in an email confirming their booking. At the stations our services are displayed on service information boards.

Ticket buying facilities

Caledonian Sleeper tickets can be purchased directly via our website or by telephone. Tickets can also be purchased using a third-party provider e.g., Trainline, or from any UK rail station.

Availability of staff at the station for information provision and ticket sale

As we do not operate any stations, we rely on the assistance of our partners Network Rail and Scotrail for station support. Our Service calls at unmanned stations throughout Scotland, at these locations we provide updates via the station announcement system, and where possible we contact the guest directly via telephone to provide specific updates relevant to them.  Caledonian Sleeper support staff are located at our lounges in London Euston, Inverness, & Fort William and can assist guests with ticketing enquiries.

How information to disabled people and persons with reduced mobility is provided

Caledonian Sleeper relies upon our partners to provide relevant information about our service to our guests at stations. Where appropriate, we contact our guests directly to give them accurate information about the service. We have a link on our website under accessibility to an access map.  In the event of significant delays or disruption, disabled guests and guests with reduced mobility are contacted by telephone.

Punctuality of services and general principles to cope with disruption to Services 

Delays (on arrival time means less than 1 minute late)

Overall average delay in %

Caledonian Sleeper achieved an 89.3% on time arrival for the rail year 2024/2025.

Delay at arrival (of which) -

% Delay of less than 60 minutes = 69.5%

% Delay of 60 – 119 minutes = 21.8%

% Delay of 120 minutes or more = 8.6%

Disruptions

Existence and short description of contingency plans, crisis management plans

Caledonian Sleeper has robust contingency plans designed to deal with all planned and unplanned disruptions. These include next day ticket acceptance on day services, arranging rail replacement services where necessary and arranging overnight accommodation where applicable.

Cancellation of services

Cancellation of services as part of all services in % per category of service (international, domestic long distance, regional and urban/suburban)

Caledonian Sleeper cancelled 1.5% of journeys in rail year 2024/2025.  0.6% were full-service cancellations and 0.9% partial cancellations.  All our journeys are overnight cross-border services between London and Scotland.

Cleanliness of rolling stock and station facilities (air quality in carriages, hygiene of sanitary facilities, etc.)

Cleaning intervals

Caledonian Sleeper coaches undergo a systematic cleaning and maintenance programme daily, after each night’s service.

Technical measurement for air quality (e.g. level of CO2 in ppm)

We do not measure air quality onboard our trains.

Availability of toilets

There are public toilets available on every coach.  All Caledonian Double and Club berths contain an ensuite toilet and shower.

Customer Satisfaction Survey

Punctuality of Trains. Caledonian Sleeper Customer satisfaction surveys indicates:

•    68.6% of guests are very satisfied with the Train punctuality.
•    18.2% of guests were fairly satisfied with the Train punctuality.
•    5.3% of guests were neither satisfied nor dissatisfied with the Train punctuality.
•    3.6% of guests were very dissatisfied with the Train punctuality.
•    4% of guests were fairly dissatisfied with the Train punctuality; and
•    0.4% of guests don’t know or have no opinion with train punctuality.

Information to passengers in case of delays. Caledonian Sleeper Customer satisfaction surveys indicates:

•    39.8% of guests felt information in case of a delay was handled very well.
•    20.5% of guests felt information in case of a delay was handled fairly well.
•    15.8% of guests felt information in case of a delay was handled neither well nor poorly.
•    8.4% of guests felt information in case of a delay have no opinion or don’t know.
•    9% of guests felt information in case of a delay was handled fairly poorly; and
•    6.4% of guests felt that information in case of a delay was handled very poorly.
 

Accuracy and availability of information on train times/platforms. Caledonian Sleeper Customer satisfaction surveys indicates:

•    57.3% of guests were very satisfied about information on knowing where and when to board the train.
•    25.9% of guests were fairly satisfied about information on knowing where and when to board the train.
•    8.4% of guests were neither satisfied nor dissatisfied about information on knowing where and when to board the train.
•    4.7% of guests were fairly dissatisfied about information on knowing where and when to board the train.
•    3.2% of guests were very dissatisfied about information on knowing where and when to board the train; and
•    0.5% of guests had no opinion about information on knowing where and when to board the train.

Consistently good maintenance/excellent condition of trains

We do not survey guests on the maintenance/condition of trains.

High level of security on train/in station. Caledonian Sleeper Customer satisfaction surveys indicates:

Room Security

•    68.5% of our guests gave a 5-star rating for our room security.
•    23.1% of our gusts gave a 4-star rating to our room security.
•    5.5% of our guests gave a 3-star rating to our room security.
•    1.6% of our guests gave a 2-star rating to our room security; and
•    1.2% of our guests gave a 1-star rating to our room security.

Seat Security

•    48.2% of our guests gave a 5-star rating for our seat security.
•    36.2% of our guests gave a 4-star rating for our seat security.
•    10.8% of our guests gave a 3-star rating for our seat security.
•    3.2% of our guests gave a 2-star rating for our seat security; and
•    1.6% of our guests gave a 1-star rating for our seat security.

We do not survey guests on the security at stations.

Cleanliness of inside of the train. Caledonian Sleeper Customer satisfaction surveys indicates:

•    68.1% of our guests gave a 5-star rating for room cleanliness.
•    23.5% of our guests gave a 4-star rating for room cleanliness.
•    5.4% of our guests gave a 3-star rating for room cleanliness.
•    1.4% of our guests gave a 2-star rating for room cleanliness; and
•    1.5% of our guests gave a 1-star rating for room cleanliness.

Provision of useful information throughout the journey

We do not survey our guests on the usefulness of information throughout the journey.

Response times to information requests at stations

We do not survey our guests on information provided at stations because this is provided by our partners.

Availability of good quality toilets on every train

We do not survey our guests on the availability of good quality toilets on every train.

Cleanliness and maintenance of stations to a high standard

We do not survey guests on cleanliness and maintenance of stations as these are operated by other providers.

Accessibility of stations and trains

We do not survey our guests on the accessibility of stations and trains.

Assistance provision to disabled persons and persons with reduced mobility

We do not survey our guests on the assistance provision to disabled persons and persons with reduced mobility.

Complaint handling refunds and compensation for non-compliance with service quality standards

Procedure in place

Our Complaints Handling Policy (CHP) is publicly available on our web site here.

Number of complaints and outcome

Caledonian Sleeper handled a total of 589 complaints in the rail year of 2024/2025.

This represents a reduction of 18% compared to rail year 2023/2024 when 719 complaints were raised.  All complaints were resolved.

Categories of Complaints

Caledonian Sleeper top 5 level 3 complaints for the year 2024/2025 are as follows:

·       Upkeep and repair of the train

·       Punctuality/reliability (i.e. the train arriving/departing on time)

·       The comfort of the seating area

·       The availability of staff - on board; and

·       The toilet facilities

Received complaints

In rail year 2024/2025 Caledonian Sleeper received a total of 589 complaints.

Processed complaints

In rail year 2024/2025 Caledonian Sleeper processed a total of 92.6% of our received complaints within 10 days and 97.9% within 20 days.

The average response time for complaints in rail year 2024/2025 was 2.2 days.

Possible improvement action undertaken

Caledonian Sleeper has a robust complaints and procedure review process in place and in rail year 2024/2025 we implemented the following initiatives:

•    Implemented a robust business-wide disruption management strategy aimed at improving performance and guest experience when our services are disrupted 

•    Undertaken an extensive maintenance regime on all our coaching stock to ensure defects are resolved in a timely manner as soon as we are made aware of them.  We have also worked with key stakeholders in our supply chain to ensure appropriate levels of parts are maintained.

•    Deployed a new fully integrated omnichannel Contact Centre and Customer Service solution which has enhanced reporting capabilities enabling quicker identification of issues.

•    Implemented a new rostering and workforce management system and commenced an end-to-end review of front-line resourcing levels.

Assistance provided to disabled persons and persons with reduced mobility.

Assistance procedure in place

Caledonian Sleeper accessible travel policies and related information is available on our web site here.  This was reviewed and updated in April 2025.

Number of cases of assistance per category of service (international/domestic long distance, regional and urban/suburban)

In rail year 2024/2025 there were a total of 1558 assistance bookings on Caledonian Sleeper services.  These were all related to cross-border travel between Scotland and England.  Caledonian Sleeper uses third-party providers for Passenger Assistance bookings and fulfilment as we do not operate any UK rail stations.

Complaints arising from disabled persons and persons with reduced mobility.

In rail year 2024/2025, Caledonian Sleeper received 41 complaints of this nature.  This represents 7% of our overall complaint volumes and 2.7% of the number of assistance journeys booked on our services.

The top 5 complaint reasons were:

·      Assistance booking process

·      Other accessibility

·      Accessible toilets on train

·      Booked assistance not provided

·      Assistance staff

Continual Improvement

As a result of these complaints and general feedback from our guests with reduced mobility, Caledonian Sleeper has initiated an extensive improvement project aimed at improving the experience of our disabled guests.  This includes:

• Comprehensive review of our end-to-end accessibility-related training material (due to be delivered to all front-line staff before end of 2025).

• Commissioned disability access audits for all Caledonian Sleeper lounges.  Actions and suggestions arising from these audits have been implemented in our Euston and Inverness lounges. This includes:

• Installation of Induction Loop systems.
• Refurbishment of accessible shower and bathroom.
• Installation of toilet door wrappings to improve way finding.

•Commenced review of boarding and club car booking procedures for disabled guests.
•Commenced review of assistance delivery procedures.

Delay Repay Compensation

– In rail year 2024/2025 Caledonian Sleeper received 6948 delay repay compensation claims.  Caledonian Sleeper has a robust automated DRC scheme that enables the automatic processing of all delay repay compensation for guests that have booked directly with Caledonian Sleeper within minutes of service arrival.  As a result, in rail year 2024/2025, 81.9% of all delay repay compensation claims were processed on the day they became eligible and the average time to resolve all DRC claims was less than 1 day. 

Continual Improvement

For guests that have not booked directly we have:

·       Reviewed our onboard announcements during disruption to ensure clear instructions on the delay repay procedure are provided.

·       Revisited and enhanced all communication during and after disruption events to ensure clear instructions on the delay repay procedure are provided.

·       Implemented a robust business-wide disruption management strategy aimed at improving performance and guest experience when our services are disrupted.