If you have any questions, wish to make a complaint, or are having difficulty booking, please get in touch
For any general enquires, claim Delay Repay or to make a complaint, please email us at firstname.lastname@example.org
Please note, we are currently experiencing a very high volume of emails but we will respond as soon as we can.
If you have a query relating to an existing refund request or would like to know whether your ticket is eligible for a refund please email our Refunds mailbox.
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 10 or more people please email our group booking team.
If you would prefer to make your booking over the phone please call 0330 060 0500* if calling from the UK.
If calling 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.
Please note, we are currently experiencing a very high volume of calls but we will answer as soon as we can.
Our Guest Service Centre Ambassadors will be on hand to help you between Monday to Friday 08.30 to 20.30, Saturday 08.30 to 15.30 Sunday 15.30 to 20.30
If you have bought a ticket from us already, please make 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 use our online help pages.
Accessible Travel and Passenger Assist
To book an accessible room, you can do this online by booking a Classic Room and then telephoning our Guest Service Centre to request your booking be allocated to an Accessible Room. Alternatively, our Guest Service Centre team can do the full booking on your behalf over the phone. Our Freephone number for making Accessible Travel and Passenger Assist bookings is 0800 904 7267 .
Please note that we have a limited number of accessible rooms and they may not always be available.
We are fully committed to Passenger Assist, the nationwide system for booking travel assistance. Passenger Assist allows you to book assistance when travelling on the National Rail Network, for a helping hand around the station, to boarding a train or arranging a ramp.
Passenger Assist can be booked up to 12 weeks before travel, and at the latest 3pm on the day of travel. This ensures that we are able to make the necessary arrangements to help you on and off the train.
Passenger Assistance can booked by completing this booking form or calling our Guest Service Centre on our Freephone Accessible Travel & Passenger Assist number 0800 904 7267
Text Relay Service
If you are hard of hearing you can contact us through the RNID’s Text Relay service. Text Relay, or Next Generation Text (NGT), 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.
How you use NGT depends on what you need it for. To help keep it simple, the service has been split into four sections to match individual’s needs.
- Type & Read is best if you can’t hear and don’t use your voice
- Speak & Read should be used if you can’t hear but do use your voice
- Type & Hear will be most useful if you can hear but don’t use your voice
- Speak & Hear works best if you can hear and want to speak to someone who uses NGT
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.
To find out more about the RNID’s Text Relay and the Next Generation Text (NGT) service, including using the app on your device, please visit the website here.
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.
We want to hear from you – that’s why we’ve made it so simple to get in touch. We welcome all comments on your Caledonian Sleeper experience.
For more details on how we deal with any complaints, you can view our Complaints Handling Procedure here.
Press and Media
For media enquiries, please contact our Media Team.
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