Contact Us

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

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.

Opening Hours

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.

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 comments on your Caledonian Sleeper experience via our contact form.

Press and Media

For media enquiries, please contact our Media Team.