Service Update, Friday 15th December: We apologise to guests affected by this morning's delays. To claim Delay Repay, please visit the Help Menu.
Tonight's departures are expected to board and depart as scheduled.

Help: Refunds

If you have more questions, please don’t hesitate to contact us
  • If you choose not to travel, Caledonian Sleeper only offers refunds on our Flexible tickets and Berth Supplements.


    Type of Ticket Purchased

    Refund Conditions

    First, Standard, Seated or Family Fixed tickets

    No Refund

    First, Standard or Seated Flexible tickets

    Fully refundable. Refunds must be applied for by midday two days before arrival at destination. We cannot make refunds after this 12 noon deadline.

    Berth Supplements

    Refundable minus a £10 administration charge. Refunds must be applied for by midday two days before arrival at destination. We cannot make refunds after this 12 noon deadline.

    National Rail tickets

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

    Flexipass and Online Flexipass

    There are no refunds on unused Flexipass tickets.

     
    For example:

    Day of Arrival Request Refund before
    Monday Saturday 12:00
    Tuesday Sunday 12:00
    Wednesday Monday 12:00
    Thursday Tuesday 12:00
    Friday Wednesday 12:00
    Saturday Thursday 12:00

     

    Refunds will be paid by the company from which you bought the ticket. You can submit the ticket you purchased for refund in a number of ways:

    • All refund requests for tickets bought on scotor through our Guest Services Centre must be made in writing, including the original tickets (except self-print or e-Ticket), and sent to our Guest Service Centre.
    • 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.
    • 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 in order to claim a refund.


     

    How to apply for a refund with tickets purchased through Caledonian Sleeper telesales or www.sleeper.scot

    All refunds are subject to the conditions detailed in the table above.

    E-Tickets and Self Print tickets

    These can be refunded in My Account in sleeper.scot or by emailing refunds@sleeper.scot quoting your CSW or CST reference number. Please provide details of the journey(s) you wish to cancel. If no information is provided we will assume you wish to cancel the entire booking.

    Tickets fulfilled by Ticket on Departure which have not been collected

    These can be refunded in My Account in sleeper.scot or by emailing refunds@sleeper.scot quoting your CSW or CST reference number. Please provide details of the journey(s) you wish to cancel. If no information is provided we will assume you wish to cancel the entire booking.

    Tickets fulfilled by Ticket on Departure which have been collected or tickets dispatched by post

    Please print and complete this form and remember to include your unused tickets.

    Please ensure that your tickets are appropriately insured against loss in the post as we can only process refund applications when we receive the tickets. We recommend Royal Mail Special DeliveryTM Next Day service, with which you can insure your tickets to cover their face value.

     

    When we make a refund we will use the original form of payment you used. If you used a credit or debit card to buy your ticket we will ask your card issuer to make a refund within 10 working days of receiving your correctly completed request form. The card issuer will refund the purchase price under the terms of the card agreement. Your refund may not show up on your card statement immediately.

     

  • 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 Berth 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 Berth supplement. If you have bought a ‘Caledonian Sleeper-only’ ticket you will receive a full refund of the single fare.


    Applying for Compensation

    You can apply for compensation online here: Delay Repay online form.

    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), 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.

    We will compensate you within 10 working days of receiving your claim, if it is appropriate.

    Claims must be received within 28 days of the date of travel.

    Please state your payment preference when submitting your claim.


    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.

  • 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.

  • 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

     

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

  • 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?".

  • If your train was cancelled and you decide not to travel, you are entitled to a full refund. Please complete the refund form and submit with the unused tickets.

    • If your train is cancelled or its departure is delayed by over 60 minutes and you decide not to travel on the day, we will provide a full refund without an administration charge.
    • If you are claiming a refund because your train was cancelled or delayed, please return your tickets to us within 28 days.
    • If you travelled but your train was delayed, you may be entitled to compensation. Please fill out and submit our online Delay Repay form

    For all other refund requests for tickets bought on sleeper.scot or through our Guest Services Centre, these must be received by our Guest Service Centre by 12pm two days before your scheduled arrival time at your destination.

    Please complete the refund form and submit with the unused tickets, or we can email or post you a copy if you contact our Guest Service Centre. We aim to process correctly claimed refunds within 10 working days of receiving your request.

    When we make a refund we will use the original form of payment you used. If you used a credit or debit card to buy your ticket we will ask your card issuer to make a refund within 10 working days of receiving your correctly completed request form. The card issuer will refund the purchase price under the terms of the card agreement. Your refund may not show up on your card statement immediately.