Coronavirus (COVID-19)

Coronavirus (COVID-19) 

 You will be aware of the global outbreak of Coronavirus (COVID-19) and its potential to impact the service operated by Caledonian Sleeper.

 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. 

There is obviously a potential for COVID-19 to cause significant disruption but all our plans are designed to ensure that our services can continue for as long as possible, albeit we may have to make short-notice alterations to the manner in which we deliver our service as the situation changes.  

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

Cleaning arrangements have been extensively reviewed, with Caledonian Sleeper implementing a more robust anti-bacterial treatment of hard surfaces and key touch points, including hand rails and door buttons.  

Tell us what you think about how the railway has reacted to the Coronavirus outbreak

Are you still travelling by train?   What impact has the reduced timetable had?  Follow this link: https://bit.ly/3aJTQNQ  to a short survey being run by independent watchdog Transport Focus to share your views.  Your opinion matters to us!

Because of the Coronavirus outbreak far fewer people are travelling on the railways and train operators have had to introduce a reduced timetable with fewer trains.  At the same time, many workers use the train to get to work, including ‘key workers’ in the NHS and other important sectors.

Transport Focus (www.transportfocus.org.uk), the independent passenger watchdog, is partnering with the train companies to understand whether the reduced timetable is meeting the needs of passengers.  Please take a few minutes (hopefully no more than ten) to tell us whether you are travelling by train, how the reduced timetable has affected you and whether the railway could do more for the travelling public in these exceptional times.

The survey is completely anonymous.  Your answers will be added to those of other passengers and findings will be reported at an aggregate level.  No personal details will be passed to the train companies or anybody else.  The survey is being conducted in accordance with the Market Research Society’s (www.mrs.org.uk) Code of Conduct.

Amended timetable from Sunday 22nd March 

You can find our amended timetable here.

Highlander Fort William and Aberdeen to Euston / Euston to Aberdeen and Fort William  

Unfortunately, due to the current health situation in regard to COVID-19, we have made the difficult decision to cancel all services below until 30th May 2020

Euston to Aberdeen

Euston to Fort William

Aberdeen to Euston

Fort William to Euston

Guests who have booked directly with us through our website www.sleeper.scot or through our telesales team, shall be refunded automatically to the card used to make the booking. Our dedicated team are working through these refunds in date order of travel and shall process them as soon as possible. Please check your bank or credit card statement within the next 28 working days. Should the refund not be processed for any reason, please email us by visiting our Contact Us page at www.sleeper.scot/contact-us/ and select Change or Refund a Ticket.

For the team to deal with your enquiry swiftly, please provide the CSW or CST reference number that can be found on the confirmation email.

If you have booked via a third party, please go back to the original seller for a full refund.

Should you still wish to travel, we are operating services to and from Inverness.

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

Guests booked from Inverness should be advised there are no changes to their service and will not be required to rebook.

If you are traveling post this date your reservation has not been cancelled, it is still valid and Caledonian Sleeper Terms and Conditions apply.

 

Lowlander Services on Thursday 26th March to 30th May 2020

Guests booked to travel on the Lowlander services, reservations have been cancelled until 30th May 2020.

Guests who have booked directly with us through our website www.sleeper.scot or through our telesales team, shall be refunded automatically to the card used to make the booking. Our dedicated team is working through these refunds in date order of travel and shall process them as soon as possible. Please check your bank or credit card statement within the next 28 working days. Should the refund not be processed for any reason, please email us by visiting our Contact Us page at www.sleeper.scot/contact-us/ and select Change or Refund a Ticket.

If you are travelling post this date your reservation has not been cancelled, it is still valid and Caledonian Sleeper Terms and Conditions apply.

If you wish to travel on this service then you will have to rebook via our website on our amended timetable and Caledonian Sleeper Terms and Conditions apply.

 

Traveling from Edinburgh Waverly to Euston

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 wish to book on this service, the date of departure is the date that you are boarding the train. For Example, if you wish to arrive in London on Monday at 0749, please select Monday as the date of travel.

 

Travel and Refunds – All Services

If you were booked to travel on any of our cancelled Fort William, Aberdeen, Glasgow and Edinburgh services, and booked directly with us via our website or telesales, our dedicated team are working through these refunds in date order of travel and shall process them as soon as possible.

Please check your bank or credit card statement within the next 28 working days. Should the refund not be processed for any reason, please email our team by using the Contact Us Form and select Change or Refund a Ticket.

All reservations on our Northbound or Southbound Inverness services will remain active. If you are booked on the Inverness service and no longer wish to travel, we have relaxed our terms and conditions for guests that have made bookings prior to 22nd March 2020 for travel dates between 22nd March to 30th May. Guests wishing to cancel their reservation should email our team by using the Contact Us 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.

 

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

If you have a Fixed Ticket with a travel date between the 22nd March to 30th May 2020 on our Inverness route and booked prior to 22nd March we have relaxed our terms and conditions, allowing guests to cancel their booking and receive a full refund with no administration fee. The refund must be requested by midday the day before intended travel.

If you had a Fixed Ticket with a travel date between the 15th March to the 30th April on any of our services and have rebooked for later in the year we appreciate that you may not have fully confirmed your new travel plans. We have relaxed our Fixed Ticket terms and conditions for those guests who rebooked their tickets between the 15th March to 20th March 2020 for a new journey. We are allowing these guests to cancel their new reservations and receive a full refund with no administration fee. This must be requested by 31st May 2020.

Guests that were booked to travel from 16th March to 22nd March and did have the opportunity to contact us regarding a refund, please do so no later than the 31st May for a full refund.

 

Caledonian Sleeper Club Car

During this difficult time, with no catering services currently being offered in the evening. For those wanting to have breakfast on board, we will deliver a breakfast snack pack to your room.

Guests are welcome to bring their own food and beverage which can be consumed in their rooms.

Guests travelling in the seated coach can bring their own food and beverage to be consumed in the seated coach.

 

Station Lounges

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

 

On Train Payments

We shall only be accepting payments by credit or debit for tickets, upgrades and room service.

Thank all guests for their understanding in this matter.

Those looking for services updates can find more information on our Service Alterations page.