Coronavirus (COVID-19)

Coronavirus (COVID-19) 

If you are suffering from cold or flu like symptoms including high temperature, continuous cough or a loss or change in 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.

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

Catering Facilities

During this difficult time, our Club Car is closed with no catering services currently being offered, including room service and hot and cold 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, we therefore advise to plan ahead.

Breakfast will be available for all Club guests, made up of a bacon roll, fruit juice and muffin, before arriving at their destination and a small breakfast snack pack will be delivered to all Classic guests. Our host will call to 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 during 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.

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 or support bubble.

Once on board our services, we ask that our guests continue to observe good hand hygiene and respect the social 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.

Making a Reservation

A reservation is required in order to travel with Caledonian Sleeper. We do offer our guests 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 they would normally be at this time of year, however services are becoming busier with peak travel on Sundays and Fridays.

We encourage all guests to make their reservations at www.sleeper.scot. Our Guest Service Centre team can be contacted directly, if required, via  Contact Us Form

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, unless you fall under the exemption category and failure to comply could result in a £100 fine.

For more information including exemption categories, 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. Guests are not required to wear a face covering when inside their own room on board, however face masks are required on board in public areas.

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 social and physical distancing, 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 and public bathrooms may be closed at certain stations.

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 Contact Us Form. 

Station Lounges

Caledonian Sleeper Guest Lounges are open to Caledonian Double and Club guests two hours prior to train departure and arrival.

Avanti London Euston is available to guests to use one hour before scheduled departure time for Club and Caledonian Double guests. Due to Covid 19 restrictions it is not available to guests arriving into London Euston.

LNER Edinburgh is open for Caledonian Double and Club guests from 2000. There is currently no catering facilities available in the lounge.

Avanti West Coast Glasgow is currently closed.

Please note showering facilities are not available in any lounges at this present time. When using the lounges please wear a face covering and maintain social distancing. Due to social distancing measure we have to reduce the number of guests permitted in the lounges.

Train Boarding

When boarding our service, we ask all guests to respect the social 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. Please have 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 Highlander train in two phases. At 20:30 we will announce boarding for guests travelling to Inverness, with boarding of the Fort William 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.

On Train Payments

We are only able to accept payments by credit/debit 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 and including 14th January 2020.

All guests who have a reservation for a seated coach service, who booked directly with Caledonian Sleeper will be contacted and will receive an automatic refund to the card that was used to make the reservation. If you have not received a refund by 30th October 2020, please email us by using our Contact Us Form and select Change or Refund a Ticket.

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

Day Services

As a result of the impact of COVID 19, we have temporarily suspended the daytime services on the Fort William line and also those from Kingussie, Aviemore and Carrbridge, on the Inverness line.

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

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.

Any guest who has purchased a Fixed Ticket and can no longer travel up until and including 15th March 2021, 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 up to midday the day before travel.

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

Flexipass Tickets

Guests who have purchased flexipass tickets between the 1st September 2019 to 31st March 2020 shall receive an automatic six months extension to any unused voucher.

Guests who Flexipass expires before the 31st August can apply for a refund for the unused vouchers 

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 Services

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

Highlander Aberdeen to Euston / Euston to Aberdeen services up to and including 4 November 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 4th November 2020.

All guests who booked directly with Caledonian Sleeper have been contacted and received an automatic refund to the card that was used to make the reservation.

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

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 20 October 2020