Caledonian Sleeper FAQs

If you have more questions, please don’t hesitate to contact us

Can I get compensation if my train is delayed?

We work closely with our industry partners to make sure that we keep to our scheduled train timetable and avoid trains being delayed or cancelled. However, when things do go wrong, we will provide compensation where relevant for your journey.

Please check if you are eligible for compensation, by reading the details below.

If the Caledonian Sleeper arrives late at your destination station, we will refund you part of the cost of your ticket depending on how long you were delayed. Figure 1 shows the compensation levels.

Figure 1  Compensation

Delay Single Tickets  Return Tickets Room Supplements
30 to 59 minutes 50% of the fare for the affected journey 25% of the fare 50% of the cost for the affected journey
60 to 119 minutes 100% of the fare for the affected journey 50% of the fare 100% of the cost for the affected journey
120 minutes or more 100% of the fare for the affected journey 100% of the fare 100% of the cost for the affected journey

Please note if the Caledonian Sleeper is late by 120 minutes or more and you have bought a National Rail return ticket, you will receive a full refund of the fare and Sleeper Room supplement. If you have bought a ‘Caledonian Sleeper-only’ ticket you will receive a full refund of the single fare.

Applying for Compensation

Will I be compensated automatically?

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’re eligible for Automated Delay Repay if:

  • You booked a ticket directly from sleeper.scot or via our Guest Service Centre.
  • You travelled on a journey that was delayed.

What happens next?

If you’re delayed by 30 minutes or more we’ll process a claim for you automatically within 24 hours of your journey. We’ll then drop you an email asking you to confirm the details of your journey. Once you’ve confirmed your journey we’ll process your payment.

Third party bookings

If you booked through a third party, please contact us, and our team will assess how much compensation you may be due, and send it to you by the method you prefer.

Alternatively, our claim forms are available on our trains, at our main departure stations (London Euston, Aberdeen, Edinburgh Waverley, Fort William, Glasgow Central and Inverness), and from our Guest Services Centre.

You can also download and print a Delay Repay form. Please complete this form and return the form together with your ticket by post to Caledonian Sleeper, 1 Union Street, Inverness, IV1 1PP.  Please ensure that your tickets are appropriately insured against loss in the post as we can only process compensation when we receive the tickets.

Please state your payment preference when submitting your claim.

Claims must be received within 28 days of the date of travel. We aim to process your claim in 10 working days.

What is Delay Repay?

Delay Repay is a national scheme that makes it easier to claim compensation when your journey is delayed.

You can claim Delay Repay if your journey with Caledonian Sleeper has been delayed by 30 minutes or more. Depending on the length of your delay, you may be entitled to compensation equivalent to all or part of your ticket cost.

Delays are calculated against the planned timetable, which is published in advance and is available on our website. The length of a delay is based on the time your train arrives at your destination compared to its scheduled arrival time, not the delay when you first set off.

All Delay Repay claims must be submitted within 28 days of the affected journey.

How will I receive my Compensation?

We will usually offer compensation as:

The same payment method you used to buy the original ticket;
National Rail Travel Vouchers, to be used for payment or part payment of a future journey;
Credit or debit card.

Under the terms of the National Rail Conditions of Carriage, which apply to all train operating companies, the Caledonian Sleeper is not liable for any loss (including consequential loss) or extra costs incurred as a result of a train delay or cancellation. If you are travelling to an airport or onward travel connection such as Eurostar, we request that you ensure that you allow sufficient time when booking arrangements.

How will I be refunded?

Any refund must be paid out in the same way the ticket was paid for. For example, if you paid by credit card, your refund will go back on to your credit card. It cannot be paid back to you in cash.

If you are claiming compensation under Delay Repay because your journey was delayed, please visit the section “Can I claim compensation if my train is delayed?”.