Caledonian Sleeper FAQs

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

Why was I asked to add extra security information?

We take security and fraud very seriously; all credit and debit card holders are subject to validation by ourselves and the card issuer when placing orders through Sleeper.scot

Why have an account on Sleeper?

Create an online account with us and manage your online sleeper bookings. You can check your travel information, store cards for faster payment, refund bookings and resend your confirmation emails.

Why do I no longer get asked about gender when booking tickets?

Previously in our Standard shared occupancy rooms, unless both beds in the room were booked by you or your party, you may have had to share with another guest. Following consultation with user groups, we have removed the largely unpopular accommodation option to ‘Share with a Stranger’. There is a general consensus that this was outdated and no longer appropriate for overnight travel. Instead, we have introduced a new option known as the Standard Classic Solo for guests wishing to travel alone in our Classic accommodation. Because of the removal of Share with a Stranger, we no longer require information regarding gender for booking.

Why can't I find any tickets for a Saturday?

There is no Saturday night Caledonian Sleeper service.

What ticket types are available?

Please visit the Ticket Types pages for more information.

What payment cards can I use?

You can make your payment using the following types of payment card:

  • Visa Credit
  • Visa Debit
  • Visa Electron Mastercard Credit (not Debit)
  • American Express – cannot be used for on train sales
What do I do if I have lost my ticket?

E-Ticket or Self Print purchased through Caledonian Sleeper

Please contact our Guest Service Centre.

3rd Party Paper Tickets

We do not accept responsibility for lost or mislaid tickets. In order to travel you will need to book new tickets if you are unable to find the original tickets.

My name is not on the ticket - does this matter?

No. All tickets within the same booking will always display the name of the lead guest.

How do I buy a ticket?

Online booking – You can now purchase Caledonian Sleeper up to 12 months in advance, saving you money by purchasing early. Book online using your credit or debit card.

Book by phone – If you need any help purchasing tickets, call our dedicated support team on 0330 060 0500* *Calls are charged at the standard geographic rate

Do you offer Flexipass?

Flexipass is a collection of 10 single sleeper tickets that can be used for any journey on Caledonian Sleeper.

Discover more about our Flexipass.

Can I make a group booking?

For passenger groups up to 8 you can book through our website.

If you want to purchase tickets for 9 or more people please contact our Guest Service Centre or split your booking into smaller groups.

Are day tickets available?

Day train services are available on the following routes:

Kingussie – Inverness

Edinburgh – Fort William

Fort William – Edinburgh

Day tickets are only available to buy a maximum of 7 days before travel.

These services will require a reservation. Anyone who does not hold a reservation will not be allowed to travel.

Reservations can be made when purchasing tickets through stations or other on-line retailers.

Caledonian Sleeper do not sell tickets on these services. They are not available from this website.

Why haven't I been offered post as a delivery option?

We only sell E-tickets for our service. You will receive an email with a link to your ticket.

In your confirmation email, you will receive two types of link:

  • PK pass – this is used to download the ticket to an Apple wallet. To download your ticket click on the Add to my Apple Wallet button.
  • PDF – If you don’t have an Apple device or if you wish to print your ticket on A4 paper we also include a PDF option. To download your PDF ticket click on the Download PDF button.

You must download your e-ticket to travel.

Our E-Tickets can be shown to your on board Host either on your device as a PDF or added to an Apple wallet.

I didn't receive a confirmation email, can it be resent?

Please allow up to 30 minutes to receive your confirmation email. Please also check any spam or junk folders in your email account to see if the email has been filtered there. If you cannot find the confirmation email then please get in touch with our Guest Service Centre, they can check that your order has been successful and issue you with another confirmation email.

If you use a BT email address you may not receive your tickets. Please contact our Guest Service Centre.

Do you deliver outside of the UK?

We only sell E-tickets for our service. You will be sent a confirmation email with a link to download your ticket. You will have to download your ticket from the link in this email to travel. You can either print your ticket at home or just show it to our staff on your device as you are checking in.

Can I use my confirmation email to travel?

A confirmation email is not valid for travel and you must present a valid e-ticket when boarding or on board. If you do travel with a confirmation email only, you may be liable to pay a fine as well as purchasing a full price ticket. If you have had any issues receiving your tickets, please contact our Guest Centre Service Team before travel.

Can I print my tickets at home?

We only sell E-tickets for our service. You will receive an email with a link to your ticket. You must download your ticket from this link.

In your confirmation email, you will receive two types of link:

  • PK pass – this is used to download the ticket to an Apple wallet. To download your ticket click on the Add to my Apple Wallet button.
  • PDF – if you wish to print your ticket on A4 paper we also include a PDF option. To download your PDF ticket click on the Download PDF button.

If you wish to print your tickets download your ticket from the PDF link. You can print this PDF file on a printer.

Please note: e-Tickets will all show the same Lead Guest name and are not individual to each guest. Your ticket(s) will be sent to the email address supplied during your booking.

Can I have a ticket delivered to my mobile phone?

Yes. You will receive an email with a link to your ticket. You must download your ticket from this link.

In your confirmation email, you will receive two types of link:

  • PK pass – this is used to download the ticket to an Apple wallet. To download your ticket click on the Add to my Apple Wallet button.
  • PDF – If you don’t have an Apple device or if you wish to print your ticket on A4 paper we also include a PDF option.. To download your PDF ticket click on the Download PDF button.

You must download your e-ticket to travel.

Our E-Tickets can be shown to your on board Host either on your device as a PDF or added to an Apple wallet.

Can I collect my ticket at the station?

No. We only sell e-tickets for our service.

How do I claim a refund if I don't use my ticket?

Caledonian Sleeper will only refund Caledonian Sleeper E-tickets purchased from www.sleeper.scot or our Guest Service Centre. If you bought your ticket at a station ticket office or from a third party, please contact the original vendor.

Refund conditions

Caledonian Double, Club, Classic, Seated tickets or Room Supplements

  • 100% refund up to 7 days before travel.
  • 50% refund less than 7 days and up until 12pm day before travel.
  • Refunds are not available after midday the day before travel.
  • For departures between midnight and 2am, refunds are only available up until midday 2 days before travel.

Flexipass

You can cancel Flexipass reservations up to midday the day before travel. After this time, you will lose any journeys booked and not travelled from your Flexipass total.

National Rail Tickets

Subject to the conditions of the operator who prices the fare.

How to apply for a refund

Caledonian Sleeper E-Tickets

You can apply for a refund in the “My Account” section on www.sleeper.scot or by using our contact form and quoting your CSW or CST reference number.

Please provide details of the journey(s) you wish to cancel. If you do not provide any information, we will assume that you wish to cancel the entire booking.

All refunds are subject to the conditions detailed above.

We will pay the refund directly to the credit or debit card you bought the ticket with. We will ask your card issuer to make a refund within ten working days of receiving your request. The card issuer will refund the purchase price under the terms of the card agreement. The refund may not appear on your card statement immediately.

Tickets purchased at a Station Ticket Office or Vending Machine

If you bought your ticket from a station ticket office or a ticket vending machine, you can apply for a refund at any station ticket office.

The company you bought your ticket from will pay the refund.

All refunds are subject to the conditions detailed above.

Tickets purchased through a Third-Party vendor

If you bought your ticket from any other agent, ticket-selling website, or telesales outlet, you must return the ticket to where it was purchased to claim a refund.

The company you bought your ticket from will pay the refund.

All refunds are subject to the conditions detailed above.

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.

Compensation when facilities or accommodation are not available

We will also compensate you if certain facilities or your booked accommodation are not available for your journey.  For more information please read our Guest Charter.

If you believe that you are entitled to compensation please contact our Guest Service Centre.

How do I refund my ticket through MyAccount

As long as you have selected Print at home or Collect at Station (tickets are uncollected) as your delivery method you can refund through your account – you must have also selected a flexible refundable ticket type. You will be advised when you choose to refund through your account if your tickets can be refunded or not.

Tickets which have already been collected at the station or posted out need to be sent to the Guest Service Centre along with a refund form.

For more refund rules please see our ticket types page.

 

How long will my refund take?

Refunds may take up to 10 days to be processed, you will be notified by phone or email once the money has been returned.

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?”.

What if my train was cancelled - can I get a refund?

If your train was cancelled, you are entitled to a full refund.

Caledonian Sleeper E-Tickets

We will pay the refund directly to the credit or debit card you bought the ticket with. We will ask your card issuer to make a refund within ten working days of receiving your request. The card issuer will refund the purchase price under the terms of the card agreement. The refund may not appear on your card statement immediately.

Tickets purchased at a Station Ticket Office or Vending Machine

If you bought your ticket from a station ticket office or a ticket vending machine, you can apply for a refund at any station ticket office.

The company you bought your ticket from will pay the refund.

Tickets purchased through a Third-Party vendor

If you bought your ticket from any other agent, ticket-selling website, or telesales outlet, you must return the ticket to where it was purchased to claim a refund.

The company you bought your ticket from will pay the refund.

What time can I board the train?

All of our boarding times can be found at the top of each service timetable in our  Timetables section. Please check our Service Alterations page before you travel.

What cycle accommodation do you offer?

We offer secure storage space within the Seated Carriage for up to six cycles.

Please visit our Travelling with  Bikes section for further information. Please note, we cannot accommodate tandem bicycles.

 

What luggage accommodation do you offer?

Each guest can bring onto the train, free of charge, three items of personal luggage – two items (such as a suitcase or rucksack, not bigger than 30cm x 70cm x 90cm) plus one item of hand luggage.

There is space under the bed for your suitcases. Please do not put your luggage in the en-suite in Club and Caledonian Double rooms because if it falls it can block the door from opening.

If you have any larger luggage items you can let our on-board teams know and they show you where to store it in a secure area– our rooms are cosy therefore smaller luggage is recommended in the room.

Seated guests have access to lockers which are located above your seat. These are suitable for small personal items only.

What is included in the Sleep Pack?

All guests travelling with us receive a complementary Sleep Kit.
Each kit includes an eye mask and ear plugs.

Travelling with a Firearm

In accordance with the National Rail Conditions of Travel Caledonian Sleeper will not accept firearms on board.

Lost Property

Our staff hand all items left on our train to the Lost Property departments at our destination stations. We do, however, dispose of all perishable items.

For all belongings left on:

All Southbound services to London Euston
Northbound Lowlander services to Glasgow Central and Edinburgh Waverley

– lost property is managed by Network Rail. You can contact them through www.lostproperty.org or by calling 0330 024 0215.

For property lost on our Northbound Highlander services, please contact ScotRail Lost Property on:
Inverness: 0330 109 2624
Aberdeen: 0330 109 2171
Fort William: Items left in Fort William will be held for seven days and then transferred to Glasgow Queen Street lost property.  Glasgow Queen Street can be contacted on 0330 109 2833, who will contact Fort William lost property on your behalf.

We accept no responsibility for items left on our services. You can find details of stations at www.nationalrail.co.uk

Is there assistance for disabled passengers?

For more information on our accessible facilities, and to find out how to book Passenger Assistance for your journey, please visit the Accessibility section of our website. You can also contact our Guest Service Centre to find out more.

Do the trains have showers?

Guests travelling in Caledonian Double and Club Rooms will be able to make use of an en-suite shower and toilet.

For guests traveling in our seated coach or classic rooms and would like to freshen up before  your journey, you can purchase a shower token for £10 from our lounges in Fort William and Inverness.

Our guests departing from Fort William showers are available from 1600 to 1700 and guests departing from Inverness showers are available from 1830 to 2000. Please be aware that this is subject to availability.

Guests arriving into Fort William, Inverness and London Euston can purchase a shower token from our on-board teams and showers are available on arrival.

Caledonian Sleeper operated lounges cost £10.00.

Do I have to make you aware if I am travelling with an assistance dog?

Please let us know by 15.00 on the day of travel that you will be travelling with an assistance dog. For more information please see our Accessible Travel sectionGuest Charter and Disabled People’s Protection Policy (DPPP).

Do children travel for free?

Infants aged 0 to 4 inclusive travel free of charge provided that they share a seat or sleeper room with an accompanying adult. A maximum of one infant can share with one adult (two infants with two adults etc)

To obtain a separate seat or bed for an infant aged 0 to 4, select “Child (age 5-15)”.

Can I pre-order a meal?

No. We operate on a first come, first served basis. Caledonian Double and Club guests have priority access to the Club Car. Classic guests can access the Club Car subject to availability.

Seated guests can order from our menu to enjoy at their seat. Seated guests will not be able to access the Club Car.

Can I get food on the train?

Caledonian Double and Club guests have priority access to the Club Car. We operate on a first come, first served basis. Classic guests can access the Club Car subject to availability. We also have a room service menu available.

Seated guests can order from our menu to enjoy at their seat. Seated guests will not be able to access the Club Car. If you would like to order breakfast for the seated coach, let our hosts know within 30 mins of departure.

Can I order breakfast?

Caledonian Double and Club guests have complimentary breakfast available, served to your room or in the Club Car. Please fill out your breakfast card and leave it on your door handle for our hosts within 30 minutes of departure.

Classic guests can order breakfast using the breakfast card in your room. Please fill out your breakfast card and leave it on your door handle for our hosts within 30 minutes of departure.

If you would like to order breakfast for the seated coach, let our hosts know within 30 mins of departure.

Are domestic pets such as dogs and cats welcome?

You can take up to two pets in a room for a fee, including dogs and cats. Visit our Travelling with Pets section for more information.

Do I have to bring towels?

No, we supply towels for our guests travelling in rooms with en-suite bathrooms.

Can I smoke on the train?

No. All our services are non-smoking. This includes e-cigarettes and vaping devices. Once you are on board you will not be able to leave the train until your destination. All UK train stations are non-smoking.

Can I use a CPAP/BPAP machine?

No. Sorry, you cannot use CPAP/BPAP machines, ventilators and other medical equipment on board our services.

Can I charge my electric wheelchair?

No. Sorry, we are not able to offer charging facilities for powered wheelchairs on board our services. Charging facilities are available at Caledonian Sleeper lounges

Shower Token

For guests traveling in our seated coach or classic rooms and would like to freshen up before  your journey, you can purchase a shower token for £10 from our lounges in Fort William and Inverness.

Our guests departing from Fort William showers are available from 1600 to 1700 and guests departing from Inverness showers are available from 1830 to 2000. Please be aware that this is subject to availability.

Guests arriving into Fort William, Inverness and London Euston can purchase a shower token from our on-board teams and showers are available on arrival.

Caledonian Sleeper operated lounges cost £10.00.

Can I store medication in your fridges onboard or in lounges?

No, sorry.  We are not able to store medication in any of our fridges onboard our trains or in our lounges.