Contact us

Contact page

If you have any questions, wish to make a complaint, or are having difficulty booking, please get in touch.

Did you know?

We operate our Guest Service Centre from locations in Inverness and Glasgow and we are committed to sustainable employment in the Scottish Highlands.

Our team of Guest Ambassadors are happy to assist with any questions you have, and all our inbound chats and enquiries are handled by a member of the team.  We do not utilise chat bot functionality or any form of AI on our live chat platform.

Live chat

The best way to contact us is via our live chat.

Our live chat is operational from 12:00 on Sunday through to 16:00 on Saturday and remains open during the night so our guest ambassadors can assist with any queries you have throughout your journey with us.

You can access our live chat by clicking on the green speech bubble with three dots on the bottom right hand corner of our webpages (shown below)

If you don’t see this icon on your device please clear your cookies and accept all cookies during the prompt when you visit sleeper.scot on your next visit.

Social Media

Our Guest Ambassadors are live on our Twitter and Facebook platforms during the same operational hours as live chat.

Email

For any general enquires, Passenger Assistance bookings or to make a complaint, please use the contact form on this page.

Delay Repay is automatic for guests who booked directly with us. You will receive an email asking you to confirm your booking details.

For more information view our Delay Repay Page.

If making a Passenger Assistance booking using the contact us form please allow 48 hours for a response.

Passenger Assistance can be booked 2 hours before the train is to due to leave its originating service station by calling our Guest Service Centre. For more information please visit our Accessible travel page.

You can download the Passenger Assistance app here

If your email relates to an existing booking, please include your booking reference number (e.g. CSW001234), this will help us handle your enquiry efficiently.

For all enquiries relating to bookings for 9 or more people please email our group bookings team at groupenquiries@caledoniansleeper.scot

Phone 

If you would prefer to make your booking over the phone, please call us;

from the UK on 0330 060 0500*

From overseas please call +44 141 555 0888**

* Calls are charged at the standard local rate.
** Calls from abroad will be charged at the network provider rates.

Freephone Accessible Travel & Passenger Assist number 0800 904 7267

If you are hard of hearing you can contact us through the RNID’s Text Relay service. Text Relay is a service run by the Royal National Institute for the Deaf (RNID) and funded by BT using textphones and RNID Text Relay Assistants. It helps deaf, deaf-blind, hard of hearing and speech-impaired people make and receive calls to and from hearing people.

To call our Guest Service Centre via a a textphone dial 1 800 103 300 600 500 and Text Relay Direct will connect a Text Relay Assistant into the call if needed. No pause is needed between ‘18001’ and the phone number, it is treated as one complete phone number and can be stored as a single number in the phone’s memory.

If you would like us to call you back on your textphone, please advise us that you use a textphone and we will use the Text Relay Service when we call you.

Opening Hours

Our Guest Service Centre Ambassadors will be on hand to help you on Live Chat 24 hours a day from Monday to Friday, from midnight to 16:00 Saturday and 12:00 to midnight Sunday.

You can speak to us by phone from 09:00 to 17:30 Monday to Friday, from 08:30 to 15:30 Saturday and 12:00 to 20:30 Sunday.

To make a Passenger Assistance booking our Accessible Travel & Passenger Assist phone line is available between 08.30hrs to 22.00hrs, Saturday 08.30hrs to 15.30hrs and Sunday 12.00hrs to 22.00hrs.

If you have bought a ticket from us already, please have a note of your booking reference number (e.g. CSW001234) so that our ambassadors can help you as swiftly as possible.

For information regarding refunds, cancellations or amendments to your booking, please see our online help pages.

Post

If you are returning your completed refund form and tickets, or have an enquiry please send them to: Caledonian Sleeper Refunds, 1 Union Street, Inverness, IV1 1PP.

Feedback

We want to hear from you – that’s why we’ve made it so simple to get in touch. We welcome comments on your Caledonian Sleeper experience via our contact form.

Appeal to Rail Ombudsman

If you’re not happy in any way, we’ll take your comments or complaints very seriously and do everything we can to make things right.  We aim to resolve all complaints to your satisfaction, quickly and effectively, without the need for involvement of third parties.

If you are not happy with the response you have received from us, you can appeal to the Rail Ombudsman.

You can appeal to the Rail Ombudsman if:

• you are unhappy with our final response to your complaint which will be contained in a letter or email (this is sometimes known or called a ‘deadlock letter’); or
• we have not resolved your complaint within 40 working days of receiving it; and
• no more than 12 months have passed since we sent you a final response

If you wish to find out more about the Rail Ombudsman, please see details below.

Website: www.railombudsman.org
Telephone: 0330 094 0362
Textphone: 0330 094 0363
Email: info@railombudsman.org
Rail Ombudsman FAQ 

Twitter: @RailOmbudsman
Post: FREEPOST – RAIL OMBUDSMAN

There are some complaints that the Rail Ombudsman will not be able to look into, for example if it is about the way one of our services has been designed, industry policy, or if your complaint relates to an event which took place before the Rail Ombudsman service was established.  If that is the case, then they will contact you to let you know.

Press and Media
For media enquiries, please contact our Media Team.

Contact Form