If you have any questions, wish to make a complaint, or are having difficulty booking, please get in touch.
Please note that we are operating a reduced service from 22nd March to 30th May due to the ongoing outbreak of COVID-19.
For the latest information on Coronavirus (COVID-19) including amended timetables and refunds please visit http://sleeper.scot/coronavirus-covid-19
If you were booked to travel on any of our cancelled services and booked directly with us via our website, or through our telesales team, you shall receive an automatic refund of your tickets credited back to the card used to make the original payment. Please check your bank or credit card statement within the next 28 working days. Should you not see your refund within this time frame, please use the contact form on this page and select the ‘Change or Refund a Ticket’ option.
If you have booked via a third party please go back to the original seller for a full refund.
We are receiving a high number of emails and phone calls during these difficult circumstances. We are working hard to respond as soon as possible. We thank you for your patience during this time.
For any general enquires, Delay Repay Claims or to make a complaint, please use the contact form on this page.
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 booking team.
A small number of guests are experiencing technical issues submitting the contact us form, which we are working to resolve. If you are experiencing issues with our form, please email us your enquiry to firstname.lastname@example.org.
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.
We are receiving a high number of calls and shall answer your call as soon as possible.
Our Guest Service Centre Ambassadors will be on hand to help you between Monday to Friday 09.00 to 20.30, Saturday 08.30 to 15.30 Sunday 12.00 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.
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.
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 comments on your Caledonian Sleeper experience via our contact form.
Press and Media
For media enquiries, please contact our Media Team.
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