Coronavirus (COVID-19)

WELCOME, WE’RE SO HAPPY TO SEE YOU!

We’re keeping you at the heart of what we do.

What an extraordinary time we’re all experiencing, one which nobody could have anticipated or prepared for. We’ve spent this time to learn and grow, coming together and keeping you, our guest and our colleagues at the heart of everything that we do. As always, your safety and peace of mind is our priority, while we have new measures in place, we do need to ask our guests to take individual responsibility to keep yourself, your fellow guests and our colleagues safe too.

Before travelling with us, you must follow the safety measures in place and always be sure to be compliant with the latest UK Government advice and legislation. England and Scotland.

If you do decide to travel with us, and we really hope that you do, here are the steps in place offering you peace of mind that travelling with Caledonian Sleeper is the better option.

PREPARING FOR TRAVEL

Please do not travel with us if you’re experiencing symptoms of COVID-19.

We require all guests to wear a face mask at all times, in the station and in common areas on-board the train.

AT THE STATION

Travel is to be enjoyed, not endured. At Caledonian Sleeper, we want you to be rest assured that we’re doing everything we can to minimise contact during your journey.

Keeping Your Distance – Follow the clear signage and floor markings to support social distancing and directional traffic flow.

First Class Lounges – We are starting to re-open our lounges with new measures to ensure your health, well-being and safety.

READ MORE 

Assisted Travel – Station operators and our Guest Experience Teams are still on hand to assist.
ARRANGE ASSISTANCE 

Boarding – Have your tickets ready on your smart device or printed for boarding.

ON-BOARD

Combining spellbinding views with the reassurance that comes from traveling with Caledonian Sleeper is the perfect place to take your mind off things.

As always, our Guest Experience Team are here primarily for your safety and security.

Protection – All key cards are replaced daily and put into card wallets.

Housekeeping – Our entire fleet is cleaned and sanitised thoroughly daily.

Decluttering – We have removed unnecessary stationery and soft furnishings.

Stay in your room – Try to minimise movement out with your room as much as you can.

FOOD & DRINK

On-Board Menu – We’ve changed our on-board food options and service to reduce physical contact with our team.

Club Car – During this difficult time, we have taken the decision to close our much loved Club Car. However, drinks and snacks will be available to order to your room or seat.

Read our FAQ’s below for more information on what to expect on-board the Sleeper at this time.

ARRIVALS

Keeping Your Distance – Observe safe distance markers and instructions on-board and in stations.

Face masks – We require all guests to wear a face mask at all times, in the station and in common areas on-board the train.

ARE YOU READY TO BOOK?

We know these are uncertain times, so we’re giving you greater flexibility when you travel with Caledonian Sleeper.

New Bookings – We know it is hard to make plans right now – that’s why all of our tickets until September 3^rd 2021 are flexi tickets, allowing you to amend free of charge up to 48 hours in advance.

FAQ’s

What constitutes a face mask?

The Governments Guidelines state “a cloth face covering should cover your mouth and nose while allowing you to breathe comfortably.”

More information on using face coverings during the coronavirus (COVID-19) pandemic is available here.

What are rail staff doing to make sure people are wearing face coverings in stations and on trains?

Rail staff engage and educate customers about the mandatory use of face coverings when they travel by train and encourage people to wear them. The vast majority of people do the right
thing and help protect themselves and others by bringing and wearing a face covering while in stations and on trains. Unless they are exempt, those that don’t wear a face covering could
receive a fine of up to £200 from the British Transport Police.

Who should wear a face covering?

You must now wear a face covering, unless you are exempt, when in stations and public areas onboard.

Once you have entered your private (and thoroughly clean!) quarters you can breathe a sigh of relief as you take off your mask, ready for a comfortable night’s sleep.

Anyone who isn’t wearing a face covering in stations or public areas onboard, and isn’t exempt could receive a fine of up to £200 from the British Transport Police.

For more information, please see the current Government guidance for England and Scotland.

What if I can’t wear a face covering for medical reasons or due to a disability?

Caledonian Sleeper are part of the Sunflower Lanyard Scheme and have trained our team to support guests with non-visible disabilities, in turn we recognise that not everyone is able to wear a face covering. If this applies to you, then please rest assure you can still travel with Caledonian Sleeper. We want our guests to travel with dignity and our Guest Experience Team will act considerately if you can’t cover your face due to medical reasons or a disability – visible or not.

When should I be wearing a face covering?

The good news about traveling with Caledonian Sleeper is that if you book one of our rooms you can remove your face covering when you close that door. Face coverings are, however, necessary throughout the station and in all common areas on- board. Within the station and in common areas on-board it is acceptable for coverings to be removed for the duration of eating or drinking only.

What should I do if I’m in the station or in common areas on-board and someone isn’t wearing a face covering?

We are confident that the vast majority of people are going to want to do the right thing and help protect themselves and others by bringing and wearing a face covering while in stations and common areas on-board.

Please also be aware that some passengers and staff may not be able to wear a mask due to medical reasons. Regardless of whether someone is wearing a mask, people should keep their
distance – at least two metres, if possible.

What do I do with my face covering when I am finished with it?

We encourage our guests to use reusable face coverings where possible as these are better for the environment. If you have a disposable face covering, then please take it home to dispose of it or put it in the normal bins available in stations at the end of your journey.

What is the cross-border travel advice (if I’m travelling between England and Scotland)?

Face coverings:
You must wear a face covering (unless you are exempt) when in stations and common areas onboard the Caledonian Sleeper.

Some people may not be able to wear a face covering such as young children, people with specific medical reasons, those with breathing difficulties or whose disabilities make it difficult
for them to wear a face covering.

Anyone who isn’t wearing a face covering and isn’t exempt could receive a fine of up to £200
from the British Transport Police.

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

Social distancing:
We ask that guests should keep their distance from other guests and our Guest Experience Team – at least two metres, if possible.

Can I use Caledonian Sleeper if I am showing symptoms of COVID-19?
If you are show COVID-19 symptoms, you should be self-isolating for 14 days, in line with the Government Guidelines. You should follow NHS advice to reduce the risk of contracting
coronavirus and/or spreading to others.

Can I use Caledonian Sleeper if I have COVID-19?
No. If you have been diagnosed, showing symptoms or awaiting test results from a Coronavirus test, you should follow the advice from the NHS.

Can I use Caledonian Sleeper if I have been asked to self-isolate?
No. If you have been instructed by 111 or a medical professional to self-isolate; or if you or anyone in your household are showing COVID-19 symptoms, then you should avoid public places and contact with other people for at least 14 days.

Can I use cash?
We are only accepting credit/debit card payments at the moment. Please use contactless when possible to minimise contact.

Are Caledonian Sleeper providing hand sanitisers?
We ask that all colleagues and guests keep on top of good hand hygiene and request people follow the Government’s advice to avoid unnecessary contact and regularly wash hands for 20
seconds – especially before and after travel.

Although we do not have hand sanitiser available for guests onboard, there are handwashing facilities on our trains. To minimise contact, and where possible, we’d suggest you bring hand
sanitiser along with you.

Hand sanitising points have been introduced in stations.

Can I still access the Station Lounges?
Yes, there are however some restriction in place. When using any of the station lounges, please wear a face covering and maintain social distancing.

Unfortunately, at this time we are not able to offer any catering facilities, we apologise for any issues this may cause. We are working to reintroduce these as soon as we can.

Caledonian Sleeper Guest Lounges
Our Inverness Lounge is open to Caledonian Double and Club Guests, two hours prior to train departure and post arrival at destination.

Our Perth, Stirling and Leuchars Lounges are open to all Caledonian Sleeper Guests, prior to train departure and post arrival at destination.

Our Dundee Lounge is open to Caledonian Double and Club Guests, two hours prior to train departure.

London Euston, Avanti First Class Lounge
Avanti First Class Lounge in London Euston is available to Double and Club Guests to use for one hour prior scheduled departure time only. Due to current COVID-19 restrictions, this lounge is not available to guests arriving into London Euston.

Unfortunately, there are no catering facilities available within the lounge at this time.

Edinburgh, LNER First Class Lounge
LNER First Class Lounge in Edinburgh is open to Caledonian Double and Club Guests from 20:00. There are however, no catering facilities available within the lounge at this time.

What cleaning measure have Caledonian Sleeper introduced on-board to keep me safe?
On-board our trains and in our lounges, we have introduced enhanced cleaning measures, including all touch-points, to ensure the safety of our guests and colleagues alike.

Why is your Club Car closed?
During this difficult time, our Club Car is closed with no catering services currently being offered, including room service and hot and cold beverages. This is to minimise contact in open areas within our train.

We apologise for any inconvenience this may cause.

I have reserved a Double or Club Room, what catering will I receive?
A reduced catering option is available for our Club and Double Room Guests to minimise contact and to ensure the safety of our Guests. We have a selection of Drinks and Snacks available onboard for you to choose from. Before arriving at your destination you will receive a bacon roll or raspberry granola yoghurt, hot drink or fruit juice and a breakfast delicious muffin.

Should you have any specific allergies please highlight this to our onboard team during check in where they will be able to offer you our delicious raspberry yoghurt and granola pot.

If these options aren’t to your taste we would ask that you bring some goodies with you from home to accommodate for the event of our options not being suitable.

Our Guest Experience Team will call to your room prior to your destination arrival and advise of the breakfast delivery and will place our meal outside of your door.

I have reserved a Classic Room, what catering will I receive?
A reduced catering option is available for our Classic Room Guests to minimise contact and to ensure the safety of our Guests. We have a selection of Drinks and Snacks available onboard for you to choose from. Before arriving at your destination you will receive a complimentary hot drink or fruit juice with a delicious Quaker Oat Bar.

If these options aren’t to your taste we would ask that you bring some goodies with you from home to accommodate for the event of our options not being suitable.

Our Guest Experience Team will call to your room prior to your destination arrival and advise of the breakfast delivery and will place our meal outside of your door.

I have reserved a Seat within your seated coach, what catering will I receive?

A reduced catering option is available for our Seated Guests to minimise contact and to ensure the safety of our Guests. We have a selection of Drinks and Snacks available onboard for you to choose from. However, no alcohol is permitted to be consumed within our seated coach at this time.

If these options aren’t to your taste we would ask that you bring some goodies with you from home to accommodate for the event of our options not being suitable.

I am due to travel in the Seated coach but I am a bit nervous, what can I expect onboard?

Face coverings must be worn onboard public areas and within the seated coach, even when you have drifted off to sleep.

With social distancing in mind, we have reduced the capacity in our Seated Coach to allow for you, your guest, to travel appropriately inline with Government guidelines, reducing your worry of potentially sitting beside someone.

If you are traveling as a group, including with family or support bubbles, you will unfortunately not be able to sit together at this time – you are still allowed to give a cheeky wave to one another from your seats.

TIMETABLE CHANGES

I want to travel on the Caledonian Sleeper Day Service?
As a result of COVID-19, we have taken the decision to temporarily suspend our daytime services on the Fort William line, along with those from Kingussie, Aviemore and Carrbridge, on the Inverness line.

We plan to bring this much loved service back as soon as it is safe to do so. Further updates to our day service will be available via our service alterations page.

REFUND FAQ’s

What if I am no longer able to travel?
If you are suffering from COVID-19 symptoms and are no longer able to travel please contact our Guest Service Centre to apply for a refund before noon on the day of travel.

Guest Service Centre Contact Us Form

What if I have booked with a third party?
If you have bought your ticket from a third party company, such as Trainline, please contact them and follow their refund procedure.

I have a flexible ticket, what are my options?
Guests who have booked a Flexible Ticket can cancel up to midday on the day before travel through “my account” or by contacting the Guest Service Centre on our Contact Us Form and
select the “Change or Refund a ticket” option.

I have a fixed ticket, what are my options?
At this unpredictable time we are continuously reviewing our refund policy in line with restrictions and understanding that COVID-19 may impact our guests’ reasons for travel.

Therefore, any guests that have purchased a Fixed Ticket and can no longer travel please contact our Guest Experience Centre.

I have a Flexipass Ticket, what are my options?
Guests who have purchased a Flexipass Ticket between 1st September 2019 and 31st March 2020 will receive an automatic six months extension to any unused voucher.

Guests who have Flexipass Tickets that expire before 31st August 2020 can apply for a full refund on any unused vouchers.

I was booked on one of your cancelled services, what do I need to do?
If you were due to be one of our guests on the following services and booked with Caledonian Sleeper directly, we will contact you and will issue an automatic refund to the card that was used to make the reservation.

If you have not already received a refund please contact us via our Contact Us Form and select “Change or Refund a ticket”.

Guest who have made their reservation with a third-party company, such as Trainline, please contact them and follow their refund procedure.