Coronavirus (COVID-19)

Coronavirus (COVID-19) 

We would like to remind all guests that they should only book to travel during the period of Government restrictions if it is absolutely necessary.

We are maintaining our service offering to support those guests who do have essential travel requirements and we ask all other guests to follow the Government guidance of staying at home.

If you are suffering from cold or flu like symptoms including high temperature, continuous cough or a loss or change in to your sense of smell, or live with someone who does, you should self-isolate and not travel on Caledonian Sleeper. This is in the interest of helping to stop the spread of COVID 19. If you cannot travel, please contact our Guest Service Centre to apply for a refund before noon on the day of travel.

This message is to reassure you that we are working closely with Transport Scotland’s Resilience Team and other industry bodies via the Rail Delivery Group and have developed COVID-19 contingency plans in line with current government advice.

COVID-19 has caused significant disruption to the services that we operate and detailed information can be found below. As always running our trains in a safe and reliable manner is our number one priority and we have put in place additional measures to support this during this difficult time.

We will take advice from the Scottish Government before making any decisions and will ensure any impact is communicated as soon as possible providing as much detail as we can to all our guests, partners and suppliers.

Cleaning arrangements have been extensively reviewed, with Caledonian Sleeper implementing an enhanced daily sanitisation programme of treatment of hard surfaces, key touch points including handrails and door buttons.

You can find our amended timetable here. 

Amended timetable for other UK rail operators can be found here. 

Making a Reservation

A reservation is required in order to travel with Caledonian Sleeper. We do offer our guests who have essential travel requirements the opportunity to purchase a ticket before boarding the train, however we do advise against this as this would be subject to availability and if the train is already full you would be unable to travel.

Caledonian Sleeper continue to offer both Fixed and Flexible tickets, please visit www.sleeper.scot/tickets/ for the terms and conditions of each ticket type.

At this time our services are naturally quieter than normal and therefore there are no peak times that we advise guests who have essential travel requirements to avoid.

We encourage all guests to make their reservations at www.sleeper.scot. Our Guest Service Centre team can be contacted directly, if required, via www.sleeper.scot/contact-us/

Face Coverings and Hand Hygiene

In line with both UK and Scottish Government legislation, all guests must wear a face covering when travelling on Caledonian Sleeper, with the exception of children under 11 in England, children under 5 in Scotland and those guests who fall into one of the exemption categories. The wearing of a face covering within train stations is mandatory in Scotland and is highly recommended in England.

For more information, please see current government guidance for England and Scotland

For information on how to make a face covering visit the Government How to Guide. When disposing of face coverings please do so in a safe and responsible manner.

In line with Government guidance, all guests are asked to wear a face covering when in the station environment and on train, where social and physical distancing may be more difficult. Guests are not required to wear a face covering when inside their own room on board.

We encourage our guests continue to observe good hand hygiene throughout their journey. We have handwashing facilities in all rooms and toilets on board our trains. We do not provide hand sanitiser, however guests may wish to carry their own.

Our Club rooms have ensuite toilet and shower facilities

Travelling to the station

All guests are advised to check their arrangements for travelling to their departure station, as many transport operators have made alterations to their services. Please allow sufficient time on arrival at stations to allow for additional queueing systems in operation to control guest flows into the station.

Stations

All stations served by Caledonian Sleeper are operated by partner organisations. We are fully engaged with all station operators to understand the measures they have put in place in order to comply with the latest guidance and restrictions.  These measures include floor markings and other signage to highlight the safe distance of 2 metres, alongside queueing systems and additional marshalling staff, to control guest flows.

For further information on shower facilities, left luggage, public toilets and catering outlets please visit the website of the station operator.

All of our Scottish stations are operated by ScotRail www.scotrail.co.uk , with the exception of Glasgow Central and Edinburgh Waverley, which alongside London Euston are operated by Network Rail https://www.networkrail.co.uk/communities/passengers/our-stations/

Preston, Carlisle and Crewe are operated by Avanti West Coast www.avantiwestcoast.co.uk

Watford Junction is operated by London Northwestern Railway www.londonnorthwesternrailway.co.uk

At this time, our station operators have closed all shower facilities.

We ask all of our guests to comply with the arrangements put in place by station operators.

Passenger Assistance

We continue to offer assistance for guests who require additional support. Our station operator partners and on board team will also continue to deliver the service, however please note that there may be some alterations to the style in which the assistance is provided. This may include, for example, the requirement to wear a face covering which will be provided.

Guests can book Passenger Assistance using our online form

Station Lounges

All Caledonian Sleeper Guest Lounges as well as LNER Edinburgh, ScotRail Aberdeen, Avanti London Euston and Avanti Glasgow Central are closed until further notice.

Train Boarding

When boarding our service, we ask guests to respect the social and physical distancing guidelines when approaching our team members and other guests. Once boarding has commenced, we will aim to enable guests to board the train as quickly as possible. To assist with this we ask that all guests make their way to the platform and follow the guidance of our team. We ask that guests have their tickets available either printed or on their smart device and show tickets to the on board team once requested. Please do not board the train until instructed to so.

At London Euston we will board our train in two phases. At 20:30 we will announce boarding for guests travelling to Glasgow Central and Edinburgh Waverley, with boarding of the Inverness service commencing from 20:40. We will make announcements at London Euston to make guests aware that boarding has commenced for their allocated coach on the train.

Onboard our Trains

All guests travelling on Caledonian Sleeper will be allocated their own room when booking, guests sharing rooms should be from the same household.

Once on board our services, we ask that our guests continue to observe good hand hygiene and respect the social and physical distancing guidelines, with consideration taken when moving through the train and using toilet facilities.

We will have signage in place to remind guests of the social distancing principles.

During this difficult time, our Club Car is closed with no catering services currently being offered in the evening, including room service and hot beverages.

Guests are advised to bring their own food and beverage which can be consumed in their room. Please be aware that catering outlets at departure stations may be closed, so do plan ahead.

A continental breakfast will be available for all Club guests before arriving at their destination and a small breakfast snack pack will be delivered to all Classic guests. Our host will call your room prior to arrival to advise of the breakfast delivery and will place it outside your door. Due to the restrictions we are unable to offer hot beverages at this time.

Should you have any specific allergies please highlight this to our on board team at check in. Due to product availability guests with allergies are recommended to bring their own food products to accommodate for the event of our alterations not being suitable.

These arrangements will continue to be reviewed and updates will be made here.

On Train Payments

We are only able to accept payments by credit card for tickets and upgrades.

Seated Coaches

There are specific elements of the operational features of our train, which set us apart from other UK operators and as such we have closed all seated coaches at this time up until 31st August 2020.

All guests who have a reservation for a seated coach service, who booked directly with Caledonian Sleeper have been contacted and received a refund.

Guests who made their reservation with a 3rd party should contact their ticket seller to apply for a refund.

Should guests still have an essential reason to travel, please visit our website at www.sleeper.scot to make a room reservation.

Day Services

As a result of the impact of COVID 19, we will be temporarily suspending the daytime service from Kingussie, Aviemore and Carrbridge, with effect from Monday 8 June.

Daytime services will also be temporarily suspended on the Fort William line, when the service is introduced from 15 July.

We apologise for the inconvenience this may cause and appreciate the understanding of our guests at this difficult time. We will aim to re-introduce this service as soon as we are able to. Further updates to day services will be noted on this page.

Travel Refunds between 22nd March 2020 and 31st August 2020

Flexible Tickets

Guests who have booked Flexible Tickets can cancel up to midday the day before travel through ‘my account’ or by contacting the Guest Service Centre using the Contact Us Form and selecting ‘Change or Refund a Ticket’.

Fixed Ticket

We continue to keep our refund policy under review during the period of COVD 19 restrictions and understand that the virus may have impacted our guests’ reasons for travel. We await further Government guidance on any changes to current restrictions.

Any guest who has purchased a Fixed Ticket and was planning to attend an event or travel from overseas up until 31st August 2020, and has now had an element of their trip cancelled, can apply for a refund, with no administration fee, by using the  Contact Us Form and select Change or Refund a Ticket. The request to cancel must be made 12 noon the day prior to travel.

Guests who made their reservation with a 3rd party should contact their ticket seller to apply for a refund.

Highlander Inverness Services

Room reservations on our Northbound and Southbound Inverness services will remain active and there are no changes to timetable services.

Highlander Fort William to Euston / Euston to Fort William services up to and including 14th July 2020

Unfortunately, due to the current health situation regarding COVID-19, we have made the difficult decision to cancel all services above up to and including 14 July 2020 and shall resume on 15 July 2020.

All guests who were booked to travel directly with us have been contacted and received a full refund.

Guests who made their reservation with a 3rd party should contact their ticket seller to apply for a refund.

Should you still require to travel, we are operating services to and from Inverness, Edinburgh and Glasgow.

Please rebook by visiting our website at www.sleeper.scot

Highlander Aberdeen to Euston / Euston to Aberdeen services up to and including 31st August

Unfortunately, due to the current health situation regarding COVID-19, we have made the difficult decision to cancel all services above up to and including 31st August 2020.

All guests who were booked to travel directly with us have been contacted and received a full refund.

Guests who made their reservation with a 3rd party should contact their ticket seller to apply for a refund.

Should you still require to travel, we are operating services to and from Inverness, Edinburgh and Glasgow.

Please rebook by visiting our website at www.sleeper.scot

Lowlander Glasgow & Edinburgh to Euston / Euston to Glasgow and Edinburgh Services up to and including 14th July 2020

All reservations for guests booked to travel on Lowlander services up to and including 14th July 2020 have been cancelled.

All guests who were booked to travel directly with us will be have been contacted and received a full refund.

Guests who made their reservation with a 3rd party should contact the ticket seller to apply for a refund.

Guests who still require to travel can rebook by visiting our website at www.sleeper.scot

Travelling from Edinburgh Waverley to London Euston up to and including 14th July 2020

Please access the station via the Market Street entrance, which will remain open until 00:45. Boarding begins at 01:00. If booking the Edinburgh Service, the departure time is after midnight. If you require to book on this service, the date of departure is the date that you are boarding the train. For example, if you require to arrive in London on Monday at 0749, please select Monday as the date of travel.

Edinburgh to London 15th July 2020

Guests who want to arrive into London on the 15th July, booking is not possible on the website. Please contact our Guest Ambassadors who will be able to make the reservation.

Guests who wish to travel from Edinburgh to arrive into London on the morning of the 16th July can book on the website.

Lowlander Glasgow Service from 15th July 2020 to 31st August 2020

All reservations for guests booked to travel on Glasgow Central Lowlander services up to and including 31st August 2020 have been cancelled.

All guests who were booked to travel directly with us have been contacted and received a full refund.

Guests who made their reservation with a 3rd party should contact the ticket seller to apply for a refund.

Guests who still require travel on a Glasgow service can rebook on our Fort William service from Glasgow Queen Street Low Level. If booking on to this service, select Glasgow from the drop-down booking engine. If booking from Glasgow Queen Street, the date of departure is the date that you are boarding the train Monday to Friday. For example, if you require to arrive into London on Tuesday at 0749, please select Tuesday as the date of travel as the train leaves after midnight. This is not applicable on Sunday night arriving on Monday morning as the train leaves before Midnight. If traveling to or from Glasgow Queen Street, this station does not offer First Class Lounge facilities or early boarding and guests must be ready to leave the train on arrival.

Alternatively, guests can also travel on our Edinburgh service and travel to Glasgow on a day train, at additional cost and tickets can be booked by visiting Scotrail.co.uk.

Please be aware that due to Network Rail system updates it is not currently possible to make a reservation on the Glasgow route from 16 July to 31 August and we ask that you check back regularly on the website. Alternatively you can contact our Guest Service Centre on 0300 060 0500 where our Guest Ambassadors will be able to make the reservation.

Reservations are available on our Edinburgh route.

Lowlander Edinburgh Service from 15th July 2020

Room reservations on our Northbound and Southbound Edinburgh services will remain active. Due to operational restrictions the Euston to Edinburgh service will depart at an earlier time of 22:33. All guests who have booked to travel with us shall be contacted to be advised of the change of departure time.

Guests who are travelling post the dates listed above are advised that their reservation has not been cancelled, it is still valid and Caledonian Sleeper Terms and Conditions apply.

We thank all guests for their understanding in this matter.

Updated on 30 June 2020