Emergency engineering works between Fort William and London Euston – please view our service alterations page.

ASLEF Union announcement regarding industrial action from 6th to 11th May – please view our service alterations page.

Planned service alterations during April, May & June due to engineering works – please view our service alterations page.

Customer service scripts

The supply of information under the terms of the Freedom of Information (Scotland) Act 2002 does not give the applicant or whoever receives the information any right to re-use it in such a way that might infringe the Copyright, Designs and Patents Act 1988 (for example, by making multiple copies, publishing or otherwise distributing the information to other individuals and the public). The Freedom of Information (Scotland) Act 2002 (Consequential Modifications) Order 2004 ensured that Section 50 of the Copyright, Designs and Patents Act 1988 (“CDPA”) applies to the Freedom of Information (Scotland) Act 2002 (“FOISA”). CSL Business Breach of copyright law is an actionable offence and Caledonian Sleeper Limited expressly reserves its rights and remedies available to it pursuant to the CDPA and common law. Further information on copyright is available at the following website: http://www.ipo.gov.uk/copy 

Covid 19

If you are traveling with us within the next few weeks, we have had to make amendments to our on board service so please take a few moments to read our Covid 19 Page prior to travel. 

Postal address required

Dear ​tsg_customergreeting​ 

Case reference: ​tsg_case​ 

In order for us to continue processing your case, please respond to this email with your full postal address.  

 

Kind Regards, 

​​fullname​ 

Guest Ambassador 

 

Covid-19 Aircon

Dear ​tsg_customergreeting​  

Thank you for your enquiry relating to our on-board Heating, Ventilation and Air Conditioning system (HVAC.) 

The Mk5 sleeper coaches introduced in 2019 have been built and approved to the latest standards including those applicable to HVAC system for trains operating in the UK. 

The  coaches HVAC system operates by re-circulating air briefly when the coaches are first turned on for up to an hour to pre-condition them to a set temperature however once they reach this set point, and prior to crew/guest boarding, there is then a continuous supply of fresh air (10-20% by volume) mixed with any that is recirculated thereafter, this equates to 100% of fresh air being circulated approximately every 2 hours. 

In the unlikely event of a power failure, emergency ventilation is activated to continue to provide a level of fresh air circulation in the coaches for up to 90 minutes or until power is re-established. We have been fully operating the system all through this Covid crisis and we have had no reported cases of Covid-19 for either staff or guests. 

 

Guest Ambassador 

Further assistance

In the meantime, please do not hesitate to contact me if you require any further assistance.  

Kind Regards, 

 

Guest Ambassador 

Cancelled service

I am very sorry that your service was cancelled. Although both our crew and rail engineering staff did their very best to ensure this service operated, unfortunately, we had no choice but to cancel your journey. 

Compensation

Thank you for taking the time to contact us regarding (insert issue/enquiry). 

Please accept my apologies for the inconvenience and/or discomfort caused (delete which one is appropriate) to you during your journey with us. Be assured that at Caledonian Sleeper we work hard to minimise disruption to our guests and are continually looking for ways to improve the services we offer. 

Unfortunately, there are times where we fail to meet our guests’ needs and expectations. In light of this and the issues that you experienced I have just now made a payment of £XXXX onto the payment method used to make your booking. 

Onboard crew

I would like to offer my apologies if you felt the crew on board did not present the level of service that we would expect you to receive. Please be assured that I will be passing on your feedback to the relevant department manager to thoroughly investigate. 

Invite back

Thank you for taking the time to contact us regarding (insert issue/enquiry). 

Please accept my apologies for the inconvenience and/or discomfort caused to you during your journey with us. 

Be assured that at Caledonian Sleeper we work hard to minimise disruption to our guests and are continually looking for ways to improve the services we offer.  

There are times, where unfortunately we fail to meet our guests needs and expectations. I was very sorry to hear about your experience last night. I would very much like to invite you back on our service when our new trains are in operation. 

This offer is valid for 12 months from today and entitles you to a complimentary journey in a XXXX with complimentary use of any Caledonian Sleeper Guest Lounges applicable to your chosen journey. I do understand that your previous trip was not enjoyable for you and I sincerely hope that the chance to travel on our brand new fleet will go in some way toward restoring your faith in our service.  

When you wish to book your complimentary journey, please call us quoting case number XXXXX and one of our team will be happy to assist you with your reservation. Please confirm acceptance of this offer within 14 days.  

Once again please accept my sincere apologies and we look forward to seeing you travel with us again soon. Please don’t hesitate to contact us again if we can be of any further assistance. 

Room too cold

I completely understand your frustration due to the lack of heat in your room and that consequently you suffered a lack of sleep and apologise for this. I have reported the issue with the room temperature controls to the relevant department manager for them to investigate. 

Room too hot

I completely understand your frustration at the heat of the room and that consequently you suffered a lack of sleep and, of course, apologise for this. I have reported the issue with the room temperature controls to the relevant department manager for them to investigate. 

Train move during shunting

I understand that that the movement of the train was unsettling for you during the necessary shunting. Our drivers always do their best to minimise the effects of shunting, however movements such as these are unavoidable with train travel, and our service in particular, due to having to split and join different services overnight. 

Train stopped due to alarm

We suffered a technical fault with our alarm system on board your service. The health and safety of our guests is always our priority and so unfortunately, we had to stop the train to investigate the issue. May I offer my apologies for any inconvenience this caused. 

Britrail pass

Dear ​tsg_customergreeting​,  

Thank you for your email regarding the BritRail pass. This pass entitles you to free travel in seated products on our service, although you are required to make a free reservation for travel.  

If you wish to travel in a room, you can purchase a Room Supplement. The cost of this supplement varies depending on how many are travelling and the availability of the service you wish to travel on at the time of booking. For more information on Room Supplements, visit www.sleeper.scot/tickets/room-supplements/  

To reserve your seat or purchase a Room Supplement, you can do so by calling our Guest Service Centre on 0330 060 0500 and one of our team will be happy to assist you. 

Please do not hesitate to get back in touch if we can be of any further assistance. We look forward to welcoming you on board soon. 

Kind Regards,    

 

Guest Ambassador 

Cancellation confirmation – direct bookings

I can confirm that your booking has now been cancelled and the amount of £XXXX has been refunded onto the original payment method. Please allow three to five working days for this payment to show on your account. 

Cancellation confirmation – Third party

As you have booked your tickets via a travel agent or third party website you will need to contact them for your refund to be processed. Unfortunately we are unable to process any refunds for bookings made via third parties. 

Cancellation – general

Fixed Tickets: These are our best value fares, there are no refunds, changes or upgrades available on our fixed tickets. 

Flexible Fares: If you need to cancel or change your booking, our Flexible ticket is the best option. Refunds are available up to midday 2 days before you are due to arrive at your destination, we are unable to process applications for refunds after this. We do not charge an admin fee for refunds on Flexible tickets. If you need to change your plans, refund your ticket and purchase a new one for your new journey. 

Case acknowledgement

Dear ​tsg_customergreeting​ 

Thank you for contacting the Caledonian Sleeper. 

A case has been logged and a member of the team will respond within five working days.  You can also contact us via the Live Chat function on our web site where our Guest Ambassadors are available from 12pm on Sunday through to 4pm on Saturday every week.

You can follow us on Twitter @CalSleeper. Our latest service updates are available on our website, www.sleeper.scot 

Closing line

Please do not hesitate to get back in touch if we can be of any further assistance. We look forward to welcoming you on board soon. 

Closing paragraph

We look forward to welcoming you on board the Caledonian Sleeper in the future. Please do not hesitate to contact us again if we can be of any further assistance. 

Club Car – Lowlander

Guests travelling in Caledonian Double or Club rooms are given priority access to the Club Car, while those travelling in Classic rooms may use the lounge depending on availability. We offer a room Service menu to all guests in our Sleeper accommodation. Seated guests can order from our dedicated Seated Menu using the call button at their seat. 

Club Car – Reservation request

Thank you for your enquiry regarding reserving a table in the Club/Lounge Car. At this current time, we do not offer Club Car reservations. 

Club Car v1

Guests travelling with Club tickets are given priority access to the Lounge Car, while those travelling with Classic tickets may use the lounge depending on availability. Seated guests can order from our dedicated Seated Menu. 

Club conversions

Dear ​tsg_customergreeting​  

Since the roll out of our new fleet, we have continued to monitor the impact of room configuration on our guests and our team operating at our local depot’s. 

Configuring rooms to specific requests is a time-consuming operation and we have found that this impacts on the core cleaning and presentation activities which are carried out daily. Given the current situation worldwide with the ongoing pandemic, our cleaning operation has been intensified, which means we require more time to carry out the extensive cleaning services on board our fleet. 

For this reason, we have made the decision to convert all our rooms onboard to twin rooms however, when booking a solo ticket, you will still be the solo occupier of the room. 

We appreciate that this is a big change for some of our guests but after extensive internal discussions, this change has been made for the benefit of our guests and our team. 

Compensation request

I fully appreciate the issues that you have raised and I would like to look into any compensation which may be due to you. Would you kindly reply to this email with your booking number which starts with CSW or CST (if you booked directly with us), or your scanned travel tickets (if you booked through a third party.)  

Customer OTOC journey notification

Dear ​tsg_customergreeting​ 

Case Reference: ​tsg_case​ 

As your journey relates to ​name​ we have referred your claim directly to them and closed this case on our system. ​name​ will be in direct contact with you.  

Kind Regards, 

​​fullname​ 

Guest Ambassador 

Customer OTOC station notification

Dear ​tsg_customergreeting​ 

Case Reference: ​tsg_case​ 

Thank you for your email. As the station in your case is operated by another: ​name​ we have referred your claim directly to them and closed this case on our system. ​name​ will be in direct contact with you.  

Kind Regards, 

​​fullname​ 

Guest Ambassador 

Dear guest name autofilled

Dear ​tsg_customergreeting​ 

Delay Repay Approved

Dear ​tsg_customergreeting​ 

Case Reference: ​tsg_case​ 

Thank you for submitting your Delay Repay claim for your journey ​tsg_name​ on ​tsg_journeydate​. Our records indicate that your train was delayed by ​tsg_actualdelay​ minutes.  As per the terms of the Delay Repay scheme, we have processed your compensation.  

Kind Regards, 

​​fullname​ 

Guest Ambassador 

Delay Repay less than 30 minutes

Dear ​tsg_customergreeting​ 

Case number: ​tsg_case​ 

Journey Details: ​tsg_journeydelayname​ 

Thank you for your Delay Repay Claim. On checking, as the journey arrived within 30 minutes of its stated time, no compensation is due.  

Kind Regards, 

​​fullname​ 

Guest Ambassador 

E-ticket resend notification

Dear ​tsg_customergreeting​  

Please accept my apologies for the difficulties you have had receiving the tickets for your booking CSWxxxxxx. I can confirm that I have just resent your confirmation email with a download link and a separate email with the e-tickets attached as a .pdf file to:   

Do please let me know if you do not receive them and I can try an alternate email address, also please check your spam and junk folders and if possible, add our address enquiry@sleeper.scot to your safe senders list. 

Kind regards 

 

Guest Ambassador 

Base template

Dear ​tsg_customergreeting​  

Thank you for taking the time to contact us regarding your recent journey with us from *** to *** on the ***. 

My name is XXXX, I am the Resolutions Advisor for Caledonian Sleeper and in line with our complaints process, I have been assigned your case. After reading your email, I would like to offer my sincerest apologies for the disappointing experience on board and thank you for bringing this to our attention. 

Once again Mr/Mrs ***, please accept my apologies for ***. I do hope that this does not discourage you from travelling with us again and please do let me know if I can be of any further help at all. 

Kind regards 

 

Resolutions Advisor 

Flexible ticket refund

Dear ​tsg_customergreeting​ 

We have received your refund request for booking CS*******. I can confirm that your booking has been cancelled and the amount of £****** has been refunded to the original payment method. Please allow three to five working days for this payment to show on your account. 

Kind regards 

 

Guest Ambassador 

Footer

Kind Regards,    

 

Guest Ambassador 

 

Caledonian Sleeper  

Guest Service Centre 

1 Union Street, Inverness  

Scotland. IV1 1PP 

GI Call in request

Dear ​tsg_customergreeting​ 

 

Thank you for your recent enquiry, as we do not currently hold payment details for you, please may we request you call us on 0330 060 0500, quoting reference: ​tsg_case ​so we can process your refund.  

Our phones lines are open:  

Monday to Friday – 0830-2030 

Saturday – 0830-1530 

Sunday – 1200-2030 

To help protect your personal financial information, we request that you do not reply to this email with your card number, account information or any other sensitive financial data. Our contact centre operates to the Payment Card Industry Data Security Standard (PCI-DSS) details of this standard and the protection it provides can be found here: https://www.pcisecuritystandards.org/ 

Luggage

Dear ​tsg_customergreeting​ 

Thank you for your enquiry regarding bringing luggage on board our service.  

Each guest can bring two large items, such as a suitcase or rucksack  not bigger than 30cm x 70cm x 90cm,  plus a piece of hand luggage. These are stored in your room.  There is also a secure storage space within the Seated Coach. Oversized luggage can be stored here if there is space, but this cannot be guaranteed. 

Kind regards  

 

Guest Ambassador 

Water/ Toilet Out of Order

On your date of travel, we did have difficulties getting water to your coach, which consequently meant that the toilets were out of use. I appreciate that you feel you did not receive all aspects of the journey you had paid for and I would like to offer you compensation in line with our Guest Charter. 

Consequential loss

In line with our Guest Charter I have just now refunded the full cost of your ticket. The amount of £XXXX has been refunded back on to the card that was used to make the reservation. Please allow 3-5 working days for this payment to show in your account.  

This full refund represents the maximum amount of compensation payable in this case. With regard to your request for further compensation, this would fall under Section 34 – Consequential Loss, under the National Rail Conditions of Carriage.  You can view these here.   

Once again please accept my sincere apologies for the inconvenience this disruption caused you and we do hope that we will see you again on-board Caledonian Sleeper under better circumstances. Please do not hesitate to contact us again if we can be of any further assistance.    

 CPAP machines

Thank you for your email regarding the use of your CPAP machines on the Caledonian Sleeper. Unfortunately, due to the power supply on our trains being intermittent and of a low voltage, the use of these devices is not permitted.  

Please do not hesitate to get back in touch if we can be of any further assistance. We look forward to welcoming you on board soon. 

Deadlock letter

Dear ​tsg_customergreeting​, 

If you are not satisfied with the way we have answered your complaint you have the right to take your complaint to the Rail Ombudsman. The Rail Ombudsman service is independent and free.  If you contact them please make sure that you tell them that you have this letter, known as a Deadlock Letter, to show that you have completed the complaints process with us.  

The Ombudsman will investigate your complaint and decide based on the information given to them.  If you agree with the Ombudsman’s decision, we must do what they say.  This could be making an apology, explaining what went wrong, correcting the problem, or giving you a financial award.  

If your complaint is about the way our service has been designed, rail industry policy, or if your complaint relates to an event that took place before the Rail Ombudsman service was established, the Ombudsman will review it and then put it in the hands of Transport Focus [or London TravelWatch] who may progress it on your behalf. This organisation is a passenger watchdog that works [These organisations are passenger watchdogs that work] with the rail industry, government, and others.   

You can contact the Rail Ombudsman by email here info@railombudsman.org – or otherwise telephone them on 0330 094 0362 

Kind Regards,    

Online booking issues

Thank you for your email regarding booking on our website. Please accept my apologies for the difficulties you are experiencing with this.  

Can you please check that all fields are all completed and correct, and that the address matches that of your payment card.  

Also, please double check your email address to make sure it has full stops and not commas and lastly, ensue that your zip/post code does not contain any spaces. 

Charged twice

Regarding your request for a refund of an additional charge to your credit card/debit card. I would like to offer my sincere apologies for any inconvenience caused as a result of the erroneous charge. 

In our experience it is generally the credit card provider that resolves these issues, and I would recommend that you contact them directly at your earliest opportunity and advise them of this matter. They in turn will contact our offices to satisfy themselves that the information is correct and will handle all the transfer of funds. 

I trust that we will be able to bring this matter to a close as soon as possible and I would like to apologise once again. 

Post trip survey

Dear ​tsg_customergreeting​ 

Thank you very much for taking the time to complete our post trip survey.  

We pride ourselves in delivering an exceptional experience to our guests. We are continually looking at ways to improve our service and your feedback is very much appreciated.  

Ticket details required

Dear ​tsg_customergreeting​ 

Case Reference: ​tsg_case​ 

Thank you for contacting the Caledonian Sleeper, to progress your case further, may I request a copy of your ticket please?  

We can accept a scan of your ticket in response to this email, alternatively you may post the physical ticket to our Guest Service Centre at the below address. If posting, please include a cover letter with your contact details and the case reference number.  

 

Kind Regards, 

​​fullname​ 

Guest Ambassador 

VAT receipt

Dear ​tsg_customergreeting​  

Thank you for your enquiry regarding a receipt for your booking XXXXXX.  Your confirmation email shows the cost of your journey and can be used as proof of purchase. As rail travel is VAT exempt, we are unable to provide VAT receipts. 

Kind regards 

 

Guest Ambassador 

Case closure

Dear ​tsg_customergreeting​ 

With reference to case number: ​tsg_case​ 

As we have not had a response from you to our last communication in the past 10 days, we are closing the above case. Should you wish to contact us further regarding this case, please reply to this email.  

 

Kind Regards, 

​​fullname​ 

Guest Ambassador 

26-30 Railcard

Dear ​tsg_customergreeting​  

Thank you for your enquiry regarding 26-30 Railcards. We currently do not offer any discounts on our tickets using this Railcard. You can find details of the Railcards we do accept here.  

Alternatively, you can use your 26-30 Railcard to purchase a National Rail ticket. This gives unreserved travel in the seated section of our train. If you purchase this ticket, to travel in our seated coach, please contact our Guest Service Centre to make your free seat reservation.  

If you wish to travel in a room on our service and have a National Rail ticket, you are required to purchase a Room Supplement. You can find more information on what National Rail ticket types we accept, and about Room Supplements here.  

Please do not hesitate to get back in touch if we can be of any further assistance. We look forward to welcoming you on board soon. 

Kind regards 

 

Guest Ambassador 

Live chat responses

  • Due to safety reasons, this area is locked during the journey. 
  • Is there anything else I can help you with today? 
  • Unfortunately boarding is delayed because of safety critical staff absence. Once the train manager has carried out all safety critical checks, catering is loaded, and the crew have done the final checks boarding will start, which we anticipate will be approximal 9pm. Please listen for announcements and watch the information screens. 
  • Breakfast is included in our Caledonian Double and Club rooms. If you are travelling with us in a Classic room, you will receive a hot drink and oat bar with the option to purchase one of our delicious breakfast upon check in and boarding. 
  • Absolutely! Some items are available for take-away, please speak to one of our friendly hosts on board for more information. 
  • We are fortunate to be able to offer a very generous luggage allowance free of charge! You are able to bring three items – 2 suitcases or rucksacks (no bigger than 30cm x 70cm x 90cm) plus 1 item of hand luggage to take on board with you. There is a little extra space near the Train Managers Office, however this cannot be guaranteed. 
  • Yes, children aged under 12 must travel in the same room or interconnecting room (Classic Room) with their accompanying adult. Children aged between 12 and 15 are welcome to travel in a room by themselves, for that ultimate grown up feeling! Please note that the children must travel in a room directly next to an accompanying adult. More information can be found by visiting our [Travelling with Children](https://www.sleeper.scot/travelling-with-children) page. 
  • At this time, we are unable to transfer bookings on our system. Apologies about that. What we can do for you is refund your current booking so that you are able to book your new route depending on your ticket type T&Cs. 
  • Not to worry, if it’s on the same service we can make a note on your booking that you are joining later on. If it’s a different service, we will need to cancel your original reservation and then rebook. 
  • You can check availability by entering your  route and dates into where it says Start Your Journey 
  • Thank you for confirming and I have now resent your e-tickets to the email address in the system. 
  • Breakfast is included in our Caledonian Double and Club rooms and can be served in your room or Club Car. If you are travelling with us in a Classic room, you will receive a hot drink and oat bar with the option to purchase a breakfast upon check in. To order breakfast, please complete the room service card and leave it hanging outside the room. Should you have any specific allergies please highlight this to our onboard team 
  • We try our best to accommodate specific dietary requirements, so we have a few options available that are vegan and vegetarian. You can take a look at our menus [here].(https://www.sleeper.scot/menu-overview/) 
  • Our prices increase with sales and demand and unfortunately, we don’t price match on different bookings. We recommend booking as early in advance as possible to get our best deals! 
  • We are pleased to offer discounts for the following:
    • 16 -25 Railcard– Up to 34% discount on Club Solo or Classic Solo rooms and seated products
    • 26-30 Railcard – We do not offer discounts on any rooms or seated products
    • Senior Railcard – Up to 34% discount on Club Solo or Classic Solo rooms and seated products
    • HM Forces Railcard & Veterans Card – Up to 34% discount on Club Solo or Classic Solo rooms and seated products
    • Family & Friends Railcard- Up to 34% discount for adults and up to 81% for children on seated products. – Not applicable on rooms as we offer our own discount
    • Disabled Adult and Child Railcards- Up to 34% discount for the Railcard holder and a companion travelling together in either Club or Classic, shared or solo rooms and seated products.
    • Two Together- Up to 34% discount on seated products 
  • Of course! There is always room for our fluffy friends. You can bring up to 2 per room and there is an additional charge of £30 for deep cleaning. 
  • If your credit card has expired, please contact us via our contact us form on the website and a Guest Ambassador will be in touch to process the [refund](https://www.sleeper.scot/contact-us). For security please do not email us your bank information. 
  • Not to worry, you are travelling in the same room! L and U on the ticket stands for Upper and Lower bunks, but you can choose who sleeps in what bunk on the night! 
  • Flexipasses are self-managed accounts, you should be able to cancel them within your account! Journeys need to be cancelled by 12 noon the day before travel. 
  • CLASSIC ROOM 134.5CM X 180CM
    CLASSIC BED 65CM X 180CM
    CLUB ROOM 134.5CM X 180CM
    CLUB BED 65CM X 180CM
    DBL ROOM 210.5CM X 180CM
    DBL BED 142.5CM X 180CM 
  • I am sorry to hear that you were delayed. You can claim for a delay by completing our Delay Repay Form. Click here for Contact Us Page.
    Delays of 30 – 59 minutes are entitled to 50% compensation and delays of 60+ minutes are entitled to 100% compensation of the ticket price.
    If your ticket was purchased via a third party, we will need to see a copy of your ticket to be able to process. Your claim needs to be submitted within 28 days. 
  • I am sorry to hear that you never travelled. All refunds need to be applied for by 12 noon the day before travel and subject to ticket T&Cs. We are afraid that we are unable to provide a refund for journeys after the booked date. 
  • Train travel in the UK is not subject to VAT and as such we don’t offer a VAT receipt. Your booking confirmation has the price of the tickets on and generally acts as a receipt. If you need a PDF copy of the receipt/transaction, we can certainly provide this for you. 
  • Caledonian Double Rooms and Seats not available for PRV holders. Holders of Gold PRV cards can book through ourselves either over the phone or via email / website Contact Form. Holders of standard PRV cards needs to go to a station with their identity card/s to book where they will get up to 75% off the current ticket price. Bookings with PRV cards can only travel in the room standard valid on their card or below. Both guests sharing rooms must have PRV cards. Bookings are only available up to 13 weeks ahead of travel in line with normal National Rail timetables.
    FIP cards allow guests to make free reservations in our seats only and can be done via the phone / Contact Form or at a station. Bookings are only available up to 13 weeks ahead of travel in line with normal National Rail timetables. 
  • We are sorry to hear that you would like to request a refund. As per the booking T&Cs, fixed tickets are not refundable. 
  • Priority access is given to those who have purchased a Club Room or Caledonian Double. At this time reservations cannot be made however it is something we are looking into in the not too distant future! Have a chat with one of our friendly Hosts on your night of travel and they may be able to sort something out for you. 
  • At the moment, we are unable to offer discount using this Rail Card. Please take a look at our web page for the cards we do support.[link](https://www.sleeper.scot/tickets/) 
  • I am so sorry to hear that. Before I can resend you your e-ticket, I need to ask some security questions.
    If you received a confirmation email from noreply@sleeper.scot, there is a text box that shows your booking reference number that should start with CST/CSW, can you please provide me with that.
    If you did not receive the booking confirmation email can I please give me either the email address, postcode or the telephone number given when making the reservation as well as the route and date of travel. 
  • Not to worry, if you booked your ticket directly with us you can complete your details on the Contact Us [form](https://www.sleeper.scot/contact-us/) or send us the details via email to enquiry@sleeper.scot. All claims need to be submitted within 28 days. If you booked your ticket through a third party, we are afraid that we cannot process your claim without your ticket. 
  • Given the strike action impacts the UK wide rail infrastructure we would need to liaise with Network Rail and other agencies to assess if the requirements of our unique service could be met to offer a reliable service for our Guests.  We will of course do all we can to reinstate services where it is possible to do so. Previous bookings would not be valid. A new reservation would be needed. 
  • Our rooms sleep a maximum of 2 guests, however, our Classic Rooms are fitted with interconnecting doors which are perfect for families. We have a whole page dedicated to travelling with little ones right [here](https://www.sleeper.scot/travelling-with-children/). 
  • Unfortunately not as the rooms are too narrow for a cot or mosses basket. 
  • Don’t worry! Our tickets are always sent via email. If you would like us to resend the email we will just ask you to confirm a few details and get it over to you right away. If you booked your ticket through a third party, you will need to contact them directly. 
  • We advise that children under 12 should not sleep in an upper bed whilst travelling on our services. For more information, please visit our dedicated [traveling with children](https://www.sleeper.scot/travelling-with-children/) page. 
  • Oh no, I am very sorry to hear that you lost *add in what they lost*. All lost property is dealt with by our third party partners. You can find more information on our Lost Property [page](https://www.sleeper.scot/general/). 
  • Absolutely, just bring your friend along at boarding. This will cost £50 which can be made payable to our friendly hosts on the night of your travel. 
  • Vouchers are taken from the oldest carnet in date order until the carnet is completed. On occasions vouchers do go out of order as when journeys are booked and then cancelled, they become available to use again but remain on their original carnet. 
  • As much as we would love to be able to offer that, our intermediate stations are stops only. Boarding can only commence as soon as the train reaches the platform. 
  • No need, but please bring it along on your night of travel! 
  • The only receipt we can offer is for book of 10 vouchers purchased, 1 carnet. Individual journeys are part of this overall price and do not have solo values. 
  • Thank you for providing that information and I have now cancelled your booking. You will be sent a cancelation email and the refund can take a few days to show in your account. 
  • We are afraid that our ticket prices are per room and not person, so there is only a slight increase in the fare for the second person. 
  • I can certainly process your refund for you. For security reasons, can I please ask you to confirm the name on the booking, the email address that was used to make the booking as well as the route. 
  • So that  can help, can I please have your CSW/CST number which you will find on your confirmation email from noreply@sleeper.scot. 
  • Yes you can and day tickets are available to buy a maximum of 7 days before travel. If you do not hold a reservation will not be allowed to travel.Reservations can be made when purchasing tickets through stations or other on-line retailers. 
  • I am very sorry to hear that *ADD IN HERE* . To allow us to investigate this problem further, can you please complete our enquiry form which can be found [here](https://www.sleeper.scot/contact-us). A member of our team will respond to you as soon as possible. In the meantime, please accept our apologies for any inconvenience caused. 
  • For more information about accessing Station lounges please [visit](https://www.sleeper.scot/guest-lounges/) our dedicated page. 
  • We are currently engaging with industry colleagues to understand the impact this strike date will have on their operations and any subsequent impact on Caledonian Sleeper. We are working hard to minimise disruption where possible and will make announcements as soon as is practicably possible, in order to give our guests the certainty they require. 
  • No – unfortunately, we are not able to transfer bookings due to the nature of the national reservations system, but you can rebook via our website for future dates. 
  • Each individual journey has a £0 value because for accounting purposes, the monetary transaction needs to go against the original carnet. Unable to show each journey as a percentage of this carnet. 
  • 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. 
  • North – Inverness 07:45, Aberdeen 07:00, Fort William 09:15, Glasgow & Edinburgh 07:00 South – London Highland 07:00, London Lowlander 06:45 
  • If you booked your journey directly with us through our website (www.sleeper.scot) or via our sales team. You will be refunded automatically to the card used to make your booking.Please check your card for the automatic refund.This can take up to 7 working days.
    If you have booked else where you will need to go back to where you originally booked your ticket 
  • Network Rail are able to provide contingency cover for our Lowland services but are unable to do so for our Highland services. 
  • Unfortunately, the strike has significant impact across the whole UK rail network and infrastructure. We regret that as a result of this, we are not able to operate our services as usual. 
  • Like many airlines and hotels, we operate on a yield management system and the further out you make your reservation, the more competitive our prices are. Unfortunately, we are not able to refund any  difference between your old and new bookings. 
  • If you are not able to receive a refund for booked accommodation or activities, we would advise you to contact your travel insurance company. You will receive a full refund for your Caledonian Sleeper journey 
  • I have found your reservation in our system and the email address that you have provided and the one used is different. I have now amended the email address to the one you have just provided and it should be in your inbox any moment. 
  • We are very sorry for the upset and inconvenience that the strike has caused.  Our guests are always at the forefront of our decision making and we understand how frustrating this cancellation to your journey feels. 

Social media quick responses

  • We have taken the decision to regretfully cancel all services during the strike period. We are currently in the process of informing all guests who are affected by the strike action. 
  • We closely examined the possibility of running some services during the proposed strike action, however we could not guarantee that these would meet our strict levels of safety and guest experience. As a result, we took the decision to cancel all planned services. 
  • No, we are not operating replacement bus services during the period of strike action. 
  • We are contacting all guests whose journey has been affected by the planned industrial action to make them aware of what it means for them. Full refunds will be automatically processed for those guests who have booked directly with us whose journey has been cancelled. Guests who have not booked directly with Caledonian Sleeper should contact their third party ticket reseller for a refund. 
  • Our Guest Service Centre is contacting all guests for whom we have contact details that are scheduled to travel during the strike period and will continue to be available to any guests who have questions. We are also contacting third party ticket resellers and ensuring our website and social media are updated to inform all guests of industrial action 
  • It is our hope that there will be no further disruption and we continue to be available for meaningful discussions aimed at resolving this dispute. 
  • We will work to identify the reintroduction of appropriate services and inform all guests who have been cancelled. 
  • We are extremely sorry for the inconvenience that this has caused you 
  • We had sought to ensure some services could go ahead during this period while maintaining the expected standards of safety and guest experience. However, after close review a decision was made to cancel all services. We are extremely sorry for the inconvenience that this has caused you. 
  • We are not able to offer a discount during the period of strike action. 
  • Throughout the pandemic we have protected staff, all of whom have received full pay even although our services have been significantly reduced. We have also been clear that we fully intend to resume pay talks next year once the business is in a stronger position. 
  • All of our tickets are priced dynamically and offer the best value available at the time of booking. We appreciate this may result in an increase in overall cost and we encourage guests to check across a range of dates to identify the most appropriate options available. 
  • Please send us a DM and we will be happy to assist with your query. 
  • We have taken the decision in line with COVID19 restrictions for the safety of our guests and staff, and in line with other Scottish train operators to ban alcohol within the seated coach. 
  • No – unfortunately, we are not able to transfer bookings due to the nature of the national reservations system, but you can rebook via our website for future dates. 
  • Like many airlines and hotels, we operate on a yield management system and the further out you make your reservation, the more competitive our prices are. Unfortunately, we are not able to refund any difference between your old and new bookings 
  • If you booked your journey directly with us through our website (www.sleeper.scot) or via our sales team. You will be refunded automatically to the card used to make your booking. Please check your card for the automatic refund. This can take up to 7 working days. 
  • Unfortunately, the strike has significant impact across the whole UK rail network and infrastructure. We regret that as a result of this, we are not able to operate our services as usual. 
  • If your credit card has expired, then please contact us via our contact us form on the website and a Guest Ambassador will be in touch to process the refund. https://www.sleeper.scot/contact-us/. For security please do not email us your bank information. 
  • We are very sorry for the upset and inconvenience that the strike has caused. Our guests are always at the forefront of our decision making and we understand how frustrating this cancellation to your journey feels. 
  • If you are not able to receive a refund for booked accommodation or activities, we would advise you to contact your travel insurance company. You will receive a full refund for your Caledonian Sleeper journey on the impacted strike days 
  • Given the strike action impacts the UK wide rail infrastructure we would need to liaise with Network Rail and other agencies to assess if the requirements of our unique service could be met while being able to offer a reliable service for our Guests. We will of course do all we can to reinstate services where is it possible to do so. If services are reinstated new bookings would need to be made to travel. Previous bookings would not be valid. 
  • No, we will only cancel your trip with us that is booked for the days of the strike. If you have a return journey booked and can’t travel, please contact us through our website “Contact Us” form: www.sleeper.scot/contact-us/ and select “Change or Refund a Ticket”. 
  • Thank you for your patience. All refunds have been processed but can take up to 7 days to reach your account, depending on your bank. 
  • Sorry that you haven’t been able to find availability. We sent emails & text messages to all guests who originally booked to travel with us prior to the strike announcement to inform them that all services are reinstated. Unfortunately we aren’t able to reinstate cancelled bookings within our reservations system. 
  • We are sorry for the disruption in these unusual times, we contacted everyone as quickly as we possibly could to advise that we will be on sale again. 
  • Unfortunately we operate a fixed sized fleet and cannot offer more services. We expect that Guest’s plans may change, so please visit our website for changing availability. 
  • Given the unfortunate circumstances with the passing of Her Majesty The Queen we had to quickly reinstate service availability to ensure our Guests can get to where they need to be. A fixed entry price point has been loaded for all our availability. 
  • If you would like to cancel your reservation and travel on a different day we can arrange this. Please refer to www.sleeper.scot/refunds for our refund policy. We cannot transfer your date, a new booking would need to be made via our website. 
  • Due to the nature of our reservation system, unfortunately we are not able to reinstate cancelled bookings. New reservations would be required. 
  • If you booked a ticket to travel on a Caledonian Sleeper service through our website or Guest Service Centre then you’re covered by our Automatic Delay Repay scheme. You can find full details here: https://www.sleeper.scot/delay-repay-form/ If you booked through a third party, please get in touch using our contact form: https://www.sleeper.scot/contact-us/ 
  • We’re really sorry to hear that. Our Guest Services Centre team always attempt to make contact with affected guests if we become aware of any late-notice disruptions or service alterations. Please send us a DM with details of the service you’re booked on and we’ll look in to updates for you. 
  • We offer guest lounges at some stations. You’ll find everything you need to know about our Guest Lounges here https://www.sleeper.scot/guest-lounges/ 
  • We’re having some issues with the website at the moment but expect it to be back up and running shortly. If you need to book tickets urgently, please phone our Guest Service Centre on 0330 060 0500. 
  • We don’t currently offer a student discount but those with a 16-25 rail card can enjoy an up to 34% discount on Club Solo or Classic Solo rooms and the seated carriage. Please visit our website to find out more about the discounts which apply on Caledonian Sleeper tickets: https://www.sleeper.scot/tickets/railcard-discounts/ 
  • Our best rates are always available by booking direct on https://www.sleeper.scot 
  • We do not currently offer discounts for NHS employees. Please visit our website to find out more about the discounts which apply on Caledonian Sleeper tickets: https://www.sleeper.scot/tickets/railcard-discounts/ 
  • You can now book your tickets up to 12 months in advance at https://www.sleeper.scot. Please note that some services and times are subject to change. We’ll keep you updated of any changes that may happen between booking and travelling. 
  • We cannot directly amend a ticket reservation. If you wish to do this, your ticket will need to be cancelled and rebooked in accordance with the refund policy applicable to your ticket. You’ll find everything you need here: https://www.sleeper.scot/refunds/ 
  • We’re sorry to hear that this hasn’t reached you yet. Refunds may take up to 10 days to be processed. If you’d like us to look into this further, please contact us using our contact form here: https://www.sleeper.scot/contact-us/ 
  • If you choose not to travel, Caledonian Sleeper only offers refunds on our flexible tickets and room supplements up to the day before travel. Please visit https://www.sleeper.scot/refunds/ for more information on eligibility and how to make a claim. 
  • You can view all our menus here: https://www.sleeper.scot/menu-overview/ If you have any specific dietary requirements the best thing to do is to contact us on live chat to speak to a Guest Ambassador. 
  • We aim to give our customers the best possible service. However, we understand that occasionally things can go wrong, and when this happens it is important to us that we do everything we can to put things right. We’d like to look into this further for you. Please get in touch to tell us more by using live chat or email us using our contact form here: https://www.sleeper.scot/contact-us/ 
  • We love to hear about great customer experiences and make sure our team hear your feedback. Please send more details using our contact form here: https://www.sleeper.scot/contact-us including details of the service you travelled on. 
  • Yes, Caledonian Sleeper is accessible for wheelchair users. Read our full accessibility guide here: https://www.sleeper.scot/train-accessibility-guide/. We hope you find everything you need here. 
  • All bikes require a reservation to travel on our services. Due to high demand, we strongly advise that you reserve a space for your bike at the time of booking. Read our full guide to travelling with your bike here: https://www.sleeper.scot/travelling-with-bikes/ 
  • Up to two pets can join you on board in our rooms and we don’t charge for their travel but because we have to thoroughly clean the room your pet has travelled in, we do charge a cleaning fee. Currently this is £30 per room, for any single journey and for either one or two pets. Unfortunately, pets cannot travel in our Seated Carriage. Read our full guide to travelling with pets here: https://www.sleeper.scot/travelling-with-pets/ 
  • Unfortunately we don’t offer travel for pets in our seated coach as other passengers may have allergies, and we can’t guarantee that the pets won’t disturb other guests. 
  • You’ll find all our menus here: https://www.sleeper.scot/menu-overview/ 
  • You can view information about all our accommodation options here: https://www.sleeper.scot/accommodation/

Text message templates

SB Lowlander East Coast early dep 

Reminder from Caledonian Sleeper: Your upcoming journey on **DATE** will depart Glasgow Central at 2145, Edinburgh at 2325 and arrival in London Euston at 0715. Please contact us via Live Chat at https://www.sleeper.scot/contact-us/ for more information. We look forward to welcoming you on board. 

NB Lowlander East Coast early dep 

Reminder from Caledonian Sleeper: Your upcoming journey on **DATE** will depart London Euston at the earlier time of 2130, arriving in Edinburgh at 0530 & Glasgow 0722. Edinburgh guests may remain onboard until 0730. Please contact us via Live Chat at https://www.sleeper.scot/contact-us/ for more information. We look forward to welcoming you onboard. 

NB Highlander East Coast early dep 

Reminder from Caledonian Sleeper: Your upcoming journey on **DATE** will depart London Euston at the earlier time of 2015. Boarding will begin at 20:00. Please contact us via Live Chat at https://www.sleeper.scot/contact-us/ for more information. We look forward to welcoming you on board. 

FTW Delayed Arrival  28 June 23 

Service Update from Caledonian Sleeper regarding your journey with us tonight:  Please be advised that, due to urgent track repairs taking place on the route between Crianlarich and Fort William, Network Rail have imposed temporary speed restrictions on sections of the West Highland Line until further notice. As a result, arrival into Fort William tomorrow has been amended to 10:10am.  

Please contact us via Live Chat at https://www.sleeper.scot/contact-us/ if you have any questions.  We look forward to welcoming you on board. 

FTW Hot drinks – NB Seats 

Service Update:  I’m sorry to tell you that due to an issue with our hot drinks machine. We will be unable to serve you any hot drinks at breakfast in the morning. We hope you have a great trip, and if you need any further information, please contact us on Live Chat at www.sleeper.scot 

FTW Hot drinks – NB Rooms 

Service Update: I’m sorry to tell you that due to an issue with our hot drinks machine, we will be unable to serve hot drinks in our Club Car for breakfast in the morning. However, we will be able to provide hot drinks to your room from the service point in each coach. We hope you have a great trip, and if you need any further information, please contact us on Live Chat at www.sleeper.scot 

FTW Hot drinks – SB Rooms 

Service Update: I’m sorry to tell you that due to an issue with our hot drinks machine, we will be unable to serve hot drinks in our Club Car this evening. However, we will be able to provide hot drinks to your room from the service point in each coach. Breakfast service will be unaffected. We hope you have a great trip, and if you need any further information, please contact us on Live Chat at www.sleeper.scot 

FTW Hot drinks – SB Seats 

Service Update:  I’m sorry to tell you that due to an issue with our hot drinks machine, we will be unable to serve you any hot drinks this evening. Breakfast service will be unaffected. We hope you have a great trip, and if you need any further information, please contact us on Live Chat at www.sleeper.scot 

Delayed Boarding – Network Rail 

Dear Guest, please be aware due to an overhead line failure, and the knock-on effects while Network Rail rectify it, boarding of the Sleeper this evening will be delayed.  We anticipate no significant impact to departure or arrival times so please arrive at the scheduled boarding time this evening.   Our onboard hosts will keep you updated during your journey.   For more information, please contact us via our Live Chat at https://www.sleeper.scot/contact-us/ where our Guest Ambassadors will be happy to help.  We are sorry for any inconvenience this may cause and look forward to welcoming you on board. 

SCOTSMAN EDINBURGH LOUNGE 

Caledonian Sleeper Update – Dear Guest, we are delighted to be partnering with the luxury Scotsman Hotel to provide club class lounge facilities, available from 8pm to 11pm this evening.  For further details including access information, please visit the Guest Lounges page on our web site – https://www.sleeper.scot/guest-lounges/ 

CLASSIC – NO WATER 

Dear Guest, 

Why are we contacting you? 

We are sorry to inform you that due to a technical issue with the water supply to your room this evening there will be no water available to the sink located within your room. 

What are we doing about this issue? 

Our engineers are working on this now, but we do not expect this issue to be resolved by the time you board with us. 

Please accept our apologies for this issue and its impact to your journey with us. We are working hard to rectify this matter as soon as possible. 

Kind Regards, 

Mark Lonie 

Guest Service Centre Manager 

GLW Lounge (Avanti) 

Caledonian Sleeper Service Update – I am very sorry to inform you that due to a staffing issue currently being experienced by Avanti that is out of our control, the 1st Class Lounge in Glasgow Central will not be available this evening.  Please accept our apologies for any inconvenience this may cause. 

Highlander Delay Repay 

Dear guest, please accept our sincerest apologies for the delay you experienced arriving into Edinburgh Waverley station this morning.  As a result of this, we have paid delay repay compensation of 100% of the ticket value to the card you used to make this purchase.  The compensation payment should appear in your account within 7 working days.  Should this payment not appear in your account or you believe you have received this message in error, please contact us by Live Chat at https://www.sleeper.scot/contact-us/ where out Guest Ambassadors will be happy to help.   

FTW/ABD (EDI) REDUCED BREAKFAST INTO LONDON 

Dear guest, we look forward to welcoming you on-board this evening.  

Our Club Car will be open this evening for service, with priority given to our Caledonian Double and Club guests.  

However due to unavoidable resource shortages breakfast will be served to your room from our room service menu, prior to arrival at your destination. Our Classic guests will be able to purchase breakfast items from the room service menu which will be served to the room.  

Please accept our apologies for any inconvenience caused by the reduced breakfast catering service onboard. 

Amended Arrival Times 

The Rail Maritime and Transport (RMT) Union have announced strike action across the UK rail networks taking place on Saturday 1st October 2022. 

Caledonian Sleeper staff are not participating in the strike action and our services are operating on Friday 30th September, we have amended the scheduled running times and your new arrival time is xxxx 

For further information Please check our service alterations page for further details: www.sleeper.scot/service-alterations 

Speed Restrictions Fort William Northbound 

Dear Guest, due to the forecast of heavy rain and strong winds, Network Rail have imposed a speed restriction between Glasgow and Fort William this evening which will impact your arrival time into Fort William tomorrow morning. We anticipate that the new arrival time will be 11:00. We anticipate no significant impact to your boarding or departure time, so please ensure you arrive with enough time to meet the scheduled departure time of 21:15. We apologise in advance for any inconvenience this may cause. Please contact our Guest Ambassadors via Live Chat at www.sleeper.scot should you require any assistance. We look forward to welcoming you on board. 

NO WATER 3rd PARTY CLUB ROOMS 

Dear Guest 

Please accept our sincere apologies, the ensuite Club Room you are booked to travel in tonight has developed a technical issue which has resulted in the en-suite part of your room being locked out of use.  Unfortunately we do not have another fully working Club room to move you to.  As a result of this issue you are entitled to a 33% refund in compensation.  This would be done automatically if booked directly with us but as you have booked through a third party we are unable to process this.  Could you please email us on enquiry@sleeper.scot with a proof of purchase amount so we may arrange for you to receive this refund.   

You are still travelling in the same room as booked on your ticket. 

Kind Regards, 

Mark Lonie 

Guest Service Centre Manager   

Inverness First Class Lounge Closure Evening 

I am very sorry to inform you that the Caledonian Sleeper Lounge at 1 Union Street in Inverness will not be available this evening due to a staffing issue.  Please accept our apologies for any inconvenience this may cause. 

NO WATER CAL DBL AND CLUB 

Dear Guest,  

Why are we contacting you? 

We are sorry to inform you that due to a technical issue with the water supply to your room this evening there is no water available throughout your room. 

What does this mean for your journey with us? 

This means that there is no running water supply within your room this includes, shower, toilet, and sink. There is bottled water available within your room. 

As our train is fully booked, we are unable to relocate you into another room. 

What are we doing about this issue? 

Our engineers are working on this now, but we do not expect this issue to be resolved by the time you board with us. 

We have processed a refund to the amount of 33% of this room back to the card payment that was used to make the booking. Please allow up to 5 working days for this to go back into your account. 

Please accept our apologies for this issue and its impact to your journey with us.  This is not the level of customer service that we strive for and please know that we are working hard to rectify this matter as soon as possible. 

Kind Regards, 

Mark Lonie 

Guest Service Centre Manager 

NO HOT WATER CLASSIC 

Dear Guest, 

Why are we contacting you? 

We are sorry to inform you that due to a technical issue with the water supply to your room this evening there will be no hot water available to the sink located within your room. 

What are we doing about this issue? 

Our engineers are working on this now, but we do not expect this issue to be resolved by the time you board with us. 

We have processed a refund of £5.00 per person back to the card payment that was used to make the booking. Please allow up to 5 working days for this to go back into your account. 

Please accept our apologies for this issue and its impact to your journey with us. We are working hard to rectify this matter as soon as possible. 

Kind Regards, 

Mark Lonie 

Guest Service Centre Manager 

NO HOT WATER CAL DBL AND CLUB 

Dear Guest, 

Why are we contacting  you? 

We are sorry to inform you that due to a technical issue with the water supply to your room this evening there will be no hot water available.  

What does this mean for you and your journey with us?  

This means that there will be no shower facility in your room. Your en-suite toilet will remain functional.  

What are we doing about this issue? 

Our engineers are working on this now, but we do not expect this issue to be resolved by the time you board with us. 

We recognise that this is not acceptable and is not what you paid for. For this reason, we have processed a refund for 25% of this room back to the card payment that was used to make the booking.  

Please allow up to 5 working days for this to go back into your account. 

Please accept our apologies for this issue and its impact to your journey with us.  This is not the level of customer service that we strive for and please know that we are working hard to rectify this matter as soon as possible. 

Kind Regards, 

Mark Lonie 

Guest Service Centre Manager 

Low -seated coach 

We are very sorry to tell you that due to unavoidable resource shortage we are unable to offer any food or beverage. You are more than welcome to bring your own snacks and drinks but please be advised that alcohol is not permitted within the seated coach. 

Low – Min service – rooms 

We are very sorry to tell you that due to unavoidable resource shortage we are unable to offer any food or beverage on tonight’s service. You are more than welcome to bring your own snacks and drinks to have either in your room, or subject to space for our Caledonian Double and Club guests, a table in the Club Car.  

A breakfast cereal bar and cold drink will be served tomorrow morning to your room, prior to arrival at your destination.  

We look forward to welcoming you on-board this evening and please accept our apologies for any inconvenience caused by the lack of catering on your service. 

Low – Partial after dep 

We are very sorry to tell you that due to unavoidable resource shortages the Club Car will open for snacks and drink service after departure. 

For our Caledonian Double and Club guests wishing to join us for breakfast in the morning in our Club Car, we will be serving our Breakfast Room Service Menu. Please complete the Room Service Card to indicate your preferred location for breakfast.  Our Classic guests Will be able to purchase breakfast items from the room service menu which will be served to the room.  

We look forward to welcoming you on-board this evening. Please accept our apologies for any inconvenience caused by the reduced catering service onboard. 

Low – partial service 

We are very sorry to tell you that due to last minute resource shortages the Club Car will be open for snacks and drinks service after departure. 

For our Caledonian Double and Club guests wishing to join us for breakfast in the morning in our Club Car, we will be serving our Breakfast Room Service Menu. When you board, please complete the Room Service Card to indicate your preferred location for breakfast.  Our Classic guests will be able to purchase breakfast items which will be served to the room. 

We look forward to welcoming you on-board this evening. 

High – min service – seats 

We are very sorry to tell you that due to unavoidable resource shortage we are unable to offer any food or beverage. You are more than welcome to bring your own snacks and drinks but please be advised that alcohol is not permitted within the seated coach. 

High Cat Min Service for rooms 

We are very sorry to tell you that due to unavoidable resource shortage we are unable to offer any food or beverage on tonight’s service. You are more than welcome to bring your own snacks and drinks to have either in your room, or subject to space for our Caledonian Double and Club guests, a table in the Club Car. 

A breakfast cereal bar and cold drink will be served tomorrow morning to your room, prior to arrival at your destination.  

We look forward to welcoming you on-board this evening and please accept our apologies for any inconvenience caused by the lack of catering on your service. 

High Cat  3 staff  Partial Service after departure 

Our Club Car will be open this evening for service after departure, with priority given to our Caledonian Double and Club guests. We are not able to offer room service this evening due to unavoidable resource shortages.  

In the morning breakfast will be served to your room from our room service menu, prior to arrival at your destination. Our Classic guests will be able to purchase breakfast items from the room service menu which will be served to the room.  

We look forward to welcoming you on-board this evening. Please accept our apologies for any inconvenience caused by the reduced catering service onboard. 

High Seats 75-100% full 

We are very sorry to tell you that due to unavoidable resource shortage there is no breakfast service available in the morning. 

High 4 staff cat msg  for Double, Club and Classic 

Our  Club Car is open this evening with priority access for our Caledonian Double and Club guests, however we are not able to offer room service this evening due to unavoidable resource shortages.  

For our Caledonian Double and Club guests wishing to join us for breakfast in the morning in our Club Car, we will be serving our Breakfast Room Service Menu. Please complete the Room Service Card to indicate your preferred location for breakfast. Our Classic guests will be able to purchase breakfast items from the room service menu which will be served to the room.  

We look forward to welcoming you on-board this evening and please accept our apologies for any inconvenience caused by the lack of catering on your service 

Text Strike 

CALEDONIAN SLEEPER IMPORTANT UPDATE – Due to planned strike action by RMT across the UK rail networks we regret to inform you that the service you are booked on is unfortunately cancelled. Please visit www.sleeper.scot/service-alterations/ 

Edi Lounge Not Available 

Caledonian Sleeper Service Update – I am very sorry to inform you that the 1st Class Lounge in Edinburgh Waverley will not be available this evening due to a staffing issue.  Please accept our apologies for any inconvenience this may cause. 

Delayed Boarding – Euston 

Service Update: Please be advised that there may be a delay of approximately 60 minutes to the boarding of your service tonight from London Euston. Announcements will be made within the station and information boards updated when the service is ready for boarding. Please be at the station at least 15 minutes before the scheduled departure time. We do not anticipate this to have any impact on your arrival time into Edinburgh or Glasgow. We apologise for any inconvenience this will cause and look forward to welcoming you on-board.