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 10th November to 16th December due to the ongoing outbreak of COVID-19.
For the latest information on Coronavirus (COVID-19) including amended timetable and refunds please visit our dedicated Covid 19 Page
If you were booked to travel on any of our cancelled services and booked directly with Caledonian Sleeper, you shall receive an automatic refund to the card used to make the booking. Our dedicated staff are already working through these automatic refunds, in date order of travel. Please check your bank or credit card statement within the next 28 working days. Should the refund not be processed for any reason, please us the contact form and select Change or Refund a Ticket.
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 phones and are working hard to respond as soon as possible.
For any general enquires, Passenger Assistance bookings, Delay Repay Claims or to make a complaint, please use the contact form on this page.
If making a Passenger Assistance booking using the contact us form and allow 48 hours for a response. Passenger Assistance can be booked up to 22:00 the day before travel by calling our Guest Service Centre. For more information please visit our Accessible travel 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 bookings team at 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.
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.
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 12.00 to 20.30
To make a Passenger Assistance booking our Accessible Travel & Passenger Assist phone line is available between 08.30 to 22.00, Saturday 08.30 to 15.30 and Sunday 12.00 to 22.00.
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 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.
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 for 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.
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.
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