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.

23/24 Period 12 - 151/168, 89.88%

23/24 Period 13 - 152/164, 92.68%

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%

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.

Rail Passenger Rights Service Quality Report 2023 2024

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.

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 deploy station support staff to handle all requests for information from our guests.  Additionally, we have staffed lounges in Inverness, Perth, Fort William & Leuchars where our staff interact with our guests prior to departure and after arrival.  We have also invested in information points at several stations we call at, these interactive info points allow our guests to contact our Guest Service Centre directly and we can handle their requests.

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. At some stations, we have Caledonian Sleeper information points, which allow us to communicate with our guests directly, providing prompt and accurate updates regarding our services.

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 and station support staff are located at London Euston, Inverness, Perth, Fort William & Leuchars 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. We use our information points and station information boards to update guests at stations, and where possible 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 87.2% on time arrival for the rail year 2023/2024.

Delay at arrival (of which) -

% Delay of less than 60 minutes = 68.9%

% Delay of 60 – 119 minutes = 21.5%

% Delay of 120 minutes or more = 9.6%

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 2.3% of journeys in rail year 2023/2024.  1.1% were full-service cancellations and 1.2% 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:

• 65% of guests are very satisfied with the Train punctuality.

• 21% of guests were fairly satisfied with the Train punctuality.

• 5% of guests were neither satisfied nor dissatisfied with the Train punctuality.

• 3% of guests were very dissatisfied with the Train punctuality.

• 5% of guests were fairly dissatisfied with the Train punctuality; and

• 1% 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:

• 34% of guests felt information in case of a delay was handled very well.

• 21% of guests felt information in case of a delay was handled fairly well.

• 13% of guests felt information in case of a delay was handled neither well nor poorly.

• 16% of guests felt information in case of a delay have no opinion or don’t know.

• 8% of guests felt information in case of a delay was handled fairly poorly; and

• 8% 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:

• 53.6% of guests were very satisfied about information on knowing where and when to board the train.

• 27.1% of guests were fairly satisfied about information on knowing where and when to board the train.

• 9.2% of guests were neither satisfied nor dissatisfied about information on knowing where and when to board the train.

• 5.8% of guests were fairly dissatisfied about information on knowing where and when to board the train.

• 3.7% of guests were very dissatisfied about information on knowing where and when to board the train; and

• 0.7% 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

• 65.8% of our guests gave a 5-star rating for our room security.

• 25% of our gusts gave a 4-star rating to our room security.

• 6.3% of our guests gave a 3-star rating to our room security.

• 1.5% of our guests gave a 2-star rating to our room security; and

• 1.4% of our guests gave a 1-star rating to our room security.

Seat Security

• 44.1% of our guests gave a 5-star rating for our seat security.

• 36.6% of our guests gave a 4-star rating for our seat security.

• 13.3% of our guests gave a 3-star rating for our seat security.

• 4.5% of our guests gave a 2-star rating for our seat security; and

• 1.5% 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:

• 66% of our guests gave a 5-star rating for room cleanliness.

• 25% of our guests gave a 4-star rating for room cleanliness.

• 6% of our guests gave a 3-star rating for room cleanliness.

• 2% of our guests gave a 2-star rating for room cleanliness; and

• 1% 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 719 complaints in the rail year of 2023/2024. All complaints were resolved.

Categories of Complaints

Caledonian Sleeper top 5 level 3 complaints for the year 2023/2024 are as follows:

·        Upkeep and repair of the train.

·        The toilet facilities.

·        Other complaints handling

·        The comfort of the seated area; and

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

Received complaints

In rail year 2023/2024 Caledonian Sleeper received a total of 719 complaints.

Processed complaints

In rail year 2023/2024 Caledonian Sleeper processed a total of 95.3% of our received complaints within 10 days and 97.6% within 20 days.

Possible improvement action undertaken

Caledonian Sleeper has a robust complaints and procedure review process in place and in rail year 2023/2024 we implemented the following initiatives:

·        Revised onboard feedback process enabling swifter resolution of onboard issues without the needs for guests to make direct contact.

·        Refreshed web site content management system (CMS) making it easier for guests to locate information regarding the complaint handling policy.

·        Updated disruption communication strategy highlighting the delay repay compensation scheme and process for raising feedback and complaints.

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.

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

In rail year 2023/2024 there were a total of 1515 assistance bookings on Caledonian Sleeper services.  These were all related to cross-border travel between Scotland and England.  Caledonian Sleeper uses a third-party provider for Passenger Assistance bookings and fulfilment as we do not operate any UK rail stations.

Continual Improvement

A summary of actions taken to improve the Caledonian Sleeper complaint handling process is detailed above in the section titled Possible improvement action undertaken.

Delay Repay Compensation

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 2023/2024, 91.9% 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.

For guests that have not booked directly we have:

·      Improved our web site content management system making DRC information easier to find.

·     Reduced the service level agreement (SLA) on delay repay correspondence from 5 working days to 2 working days.

·      Updated all delayed service post-trip communications to include clear instructions on the delay repay procedure.