Category: Serco (2015-2023)

Today is has been announced that the Scottish Government have decided to appoint a public body to manage and operate Caledonian Sleeper, known as Scottish Rail Holdings (SRH).

This follows the announcement on 5 October 2022 of the Scottish Government’s decision to terminate Serco’s Franchise Agreement on 25 June 2023.

Over the coming months Serco will work closely with the Scottish Government to ensure a smooth and successful transition of the ongoing operations and management of Caledonian Sleeper to the new public body operator.

Caledonian Sleeper’s services will continue to operate as normal, and Guests will be able to experience the excellent service that our dedicated onboard teams are recognised for delivering.

If you have booked to travel with us or are thinking of travelling with us before or after the 25^th June there will be no impact to your booking or our service.

FAQs

Will my booking be affected by this announcement?

No. There will be no impact to your booking. The Caledonian Sleeper services continue as normal regardless of the operator

Is my ticket still valid after the 25^{th of} June?

Yes, absolutely. The Caledonian Sleeper service continues as normal regardless of the operator.

Does the same cancellation policy remain after 25^th June?

There will be no change to the cancellation policy.

Will your current staff remain?

Our staff are protected by TUPE regulations and will transfer across to the new public operator effective 25th June.

Is this the end of Caledonian Sleeper?

No. Caledonian Sleeper services will continue as normal. The only difference will be that it is governed, managed and operated by a public operator (Scottish Rail Holdings) instead of Serco.

Will there be any change to pricing?

No. Our ticket prices remain the same.

If your prices are reduced, will I get a refund?

There are no plans to change our ticket prices.

Will you be reintroducing bargain berths?

No. There are no plans to change our current product offering.

Will the ban on alcohol currently in place on Scotrail services apply to the Sleeper service?

Our onboard offering includes the option of selected alcoholic beverages. There will be no change to this part of our service offering.

Caledonian Sleeper has entered into a partnership with North Coast 500, voted one of the world’s top coastal touring routes.

Bringing together more than 500 miles (516 miles, to be exact!) of stunning coastal scenery, the North Coast 500 (NC500) naturally follows the rugged coastal edges of the North Highlands – one of Scotland’s best-kept secrets.

 

 

The NC500 is so much more than just a driving route; it’s all about the journey and the experiences you’ll enjoy along the way. With stunning coastal scenery, white sandy beaches, rugged mountains, remote fishing villages, hidden gems, and a wealth of unforgettable experiences, the NC500 is Scotland’s ultimate road trip, offering a truly unique touring experience quite unlike anywhere else in the world!

 

 

After waking up refreshed and ready to go in Inverness following an overnight journey with Caledonian Sleeper from London, easy onward travel links to the NC500 route encourage travellers to discover the clean air and breath-taking scenery of Inverness-shire, Easter Ross, Wester Ross, Caithness and Sutherland.

 

 

The NC500 route enjoys superb quality hotels, fine restaurants and year-round outdoor activities. There are golf courses, fairy-tale castles, distilleries and historic trails. The winter landscapes are a photographer’s dream, the wildlife abounds, and the dark skies offer some of the best stargazing as well as a chance to catch the Northern Lights. All giving visitors reasons to linger longer and enjoy the benefits of off-season travel. 

 

Craig Mills, Chief Operating Officer for NC500 said: 

 

“Our greatest attraction is the scenery of this unique part of the world – from rugged coastlines and remote beaches through to peat bogs and snow-capped mountains – and it takes on a different but no less beautiful character in the autumn and winter. By partnering with the Caledonian Sleeper, we want to encourage visitors to travel overnight and arrive fresh and ready to make the most of what we can offer in and around the NC500. 

 

“We are so much more than a road trip, and a mini-break that starts with stress-free travel to Scotland would set people up for a slower-paced holiday based in one of our glorious destinations. It is perhaps a new ‘sleeper season’.” 

 

When travelling with Caledonian Sleeper, guests can enjoy a hassle-free journey without security queues, long treks between the airport and city, nor excess baggage charges. Instead, they are transported from the heart of the city to destinations such as Inverness, the gateway to the NC500. 

 

Steven Marshall, Head of Sales and Marketing at Serco Caledonian Sleeper, said:

 

“The NC500 is a truly stunning coastal route and we’re proud to help open up this destination, allowing more people to experience its beauty.

 

“Our overnight rail service connects London with numerous destinations in Scotland, running both north and south across the border. It’s fantastic that we can give travellers the opportunity to experience all that Scotland has to offer, from vibrant cities to tranquil rural areas.”

John Whitehurst, Managing Director of Serco’s Transport business, said: “When Serco took over the Caledonian Sleeper service in April 2015, we inherited an unreliable and outdated fleet of carriages dating back to the 1970s.

“We are extremely proud that under our leadership and management we have introduced new rolling stock and other significant innovations that have completely transformed the service. The service that Serco provides today is widely recognised as being outstanding, providing hotel standard service and accommodation that is renowned and admired around the world and loved by the people who travel on it.  We thank the Minister for her warm words recognising the achievements of the Serco Caledonian Sleeper team.

The contract that was signed in 2014 included a ‘rebase clause’ that meant that, after seven years of the 15-year Franchise, Serco could present to the Scottish Government alternative financial arrangements for the remaining years of the Franchise.  The Government and Serco were not able to reach agreement on these revised terms, and accordingly the Franchise will now end in June 2023, at which point, unless other arrangements can be agreed, Serco will hand back the management of the Sleeper to the Scottish Government.

“We note that the Government’s decision not to accept our proposals has not been made due to any performance issues; from Serco’s point of view the service has been loss-making over the life of the contract and the proposals that we made to Transport Scotland were to put it on a more sustainable financial footing.  We will continue to work with Transport Scotland around options for the future management of the service and in the meantime will continue to deliver a world-class service for our guests.”

Caledonian Sleeper is introducing a special timetable from Sunday 22 March due to the ongoing outbreak of COVID-19.

The decision to reduce services has been taken in full cooperation with Transport Scotland and will allow Caledonian Sleeper to protect the service and staff while ensuring vital links remain in place.

Under the temporary timetable, the overnight rail operator will run an eight-carriage train from Glasgow Central and an eight-carriage train from Inverness. The two sections will join up at Edinburgh Waverley before making the journey southbound to London Euston.

Similarly, one 16-carriage train will leave London before splitting at Edinburgh to carry on the journey to Glasgow and Inverness respectively.

Services will not run between Fort William and London or Aberdeen and London while the special timetable is in place. Caledonian Sleeper’s refund policy is also being amended to reflect the special timetable.

Ryan Flaherty, Serco’s Managing Director for Caledonian Sleeper, said: “We are absolutely determined that we continue to provide vital services during this difficult period, while taking into account the welfare of guests, staff and industry partners.

“The reduced timetable will see trains run on both our Highland and Lowland lines, providing crucial links to London for those who need to travel. The decision, taken alongside Transport Scotland, will increase the resilience of Caledonian Sleeper and we look forward to returning to a full timetable in due course.”

Under the new timetable, trains will depart Inverness at 20:45 and Glasgow Central at 23:40 before joining at Edinburgh Waverley. Guests in Edinburgh can join the Glasgow portion of the train at 00:40.

Services from London Euston will depart at 21:15. Guests can disembark at Edinburgh Waverley prior to 06:00 before the trains carry on to Glasgow and Inverness.

All existing reservations with Caledonian Sleeper from 22 March until 30 May 2020 will be cancelled and refunded except for the Inverness route. Those due to travel to/from Inverness will be able to receive a refund should they choose not to travel.

Guests who still wish to travel on operating services from Glasgow and Edinburgh should re-book via sleeper.scot where fares have been lowered to ensure that those requiring essential travel can access services.

Earlier this week, Caledonian Sleeper took the decision to close its Club Car on all trains. No catering services are currently being offered in the evening and the breakfast service is simply a standard in-room offering.

Station Lounges at Dundee, Fort Williams, Inverness, Perth and Stirling have also been closed.

Cleaning arrangements have been extensively reviewed, with Caledonian Sleeper implementing a more robust anti-bacterial treatment of hard surfaces and key touch points, including hand rails and door buttons.

Due to expected demand on the Guest Service Centre, guests are requested to email gsc@sleeper.scot with enquiries to be processed as quickly as possible.