Covid 19 Please take a few moments to read our latest travel information

Please visit our Service Alterations for updates on Storm Arwen Service Disruption

 

Rail Passenger Rights Service Quality Report V.1 2020 – 2021

1. Service Quality Standards: Information and Tickets:

1.1. Provision of travel information during the Journey. Serco Caledonian Sleepers provides information during our in-flight service through or on-board systems [displays announcement system]. Our dedicated team of train hosts are proactive providing our guests updates and assistance about their journey, and our social media team actively update our guests who interact with us on these platforms about their journey.
1.2. How requests for information are handled at the station. Serco Caledonian Sleepers calls at several stations throughout England and Scotland, we rely on assistance from our partners at Network rail and Scotrail, who operate these facilities. We ensure that we liaise with our partners so that they have all pertinent information relating to our service. We have also invested in information points at several stations we call at, these interactive info points allow our guests to contact our Guest Service Centre directly and we can handle their requests.

1.3. How information about train schedules, tariffs and platforms is provided. We provide all our guests details of their booking e.g. departure time, and tariff in an email confirming their booking. At the stations our services are displayed on service information boards. At Certain Stations we have Caledonian Sleeper information points, which allow us to communicate with our guests directly, providing prompt and accurate updates regarding our services.

1.4. Ticket Buying Facilities. Serco Caledonian Sleepers tickets may be purchased directly with us via our website or via telephone. Tickets may be purchased using a third-party provider e.g. Trainline, and tickets may be purchased at stations.

1.5. Availability of staff at the station for information provision and ticket sales. As mentioned previously, we rely on the assistance of our partners Network Rail and Scotrail for station support. Our Service calls at unmanned stations throughout Scotland, at these locations we provide updates via the station announcement system, and where possible we contact the guest directly via telephone to provide specific updates relevant to them.

1.6. How information to disabled people and persons with reduced mobility is provided. Serco Caledonian Sleepers relies upon our partners to provide relevant information about our service to our guests at stations. We use our information points and station information boards to update guests at stations, and where possible we contact our guests directly to give them accurate information about the service. We have a link on our website under accessibility to an access map.

2. Punctuality of services and general principles to cope with disruption to Services – Delays:

*All data provided below includes the provisional services operated by Serco Caledonian Sleepers during the Covid -19 pandemic.
* on time arrival means less than 1 minute late.
2.1. Overall average delay in %. Serco Caledonian Sleepers achieved an 86.4 % on time arrival for the rail year 2020/2021.
2.2. delay at arrival (of which):
• % Delay of 60 – 119 minutes %. Serco Caledonian Sleepers had 2.28% of its delays between 60 – 119 minutes.

3. Punctuality of services and general principles to cope with disruption to Services – Disruptions:

3.1. Existence and Short description of contingency plans, crisis management plans. Serco Caledonian Sleepers has robust contingency plans designed to deal with disruptions we face. This includes next day ticket acceptance on day services, arranging rail replacement services where necessary, and arranging overnight accommodation where applicable.

3.2. Cancellation of services as part of all services in % per category of service. In the rail year 2020/2021 Serco Caledonian Sleepers cancelled 29 planned services.
* All data provided includes cancellation of the services during the Covid -19 pandemic.

4. Cleanliness of rolling stock and station facilities:

4.1. Cleaning Intervals. Serco Caledonian Sleeper coaches undergo a systematic cleaning and maintenance programme daily, after each night’s service, following the onset of the coronavirus pandemic these processes were increased for passenger safety.

4.2. Availability of toilets. There are toilets available on every coach and there are en-suites in our club rooms.

 

5. Customer Satisfaction Survey.

5.1. Punctuality of Trains. Serco Caledonian Sleepers Customer satisfaction surveys indicates:

• 68% of guests are very satisfied with the Train punctuality;
• 18% of guests were fairly satisfied with the Train punctuality;
• 6% of guests were neither satisfied nor dissatisfied with the Train punctuality;
• 4% of guests were very dissatisfied with the Train punctuality;
• 3% of guests were fairly dissatisfied with the Train punctuality; and
• 1% of guests don’t know or have no opinion with train punctuality.

5.2. Information to passengers in case of delays. Serco Caledonian Sleepers Customer satisfaction surveys indicates:

• 29% of guests felt information in case of a delay was handled very well;
• 23% of guests felt information in case of a delay was handled fairly well;
• 18% of guests felt information in case of a delay was handled neither well nor poorly;
• 15% of guests felt information in case of a delay have no opinion or don’t know;
• 8% of guests felt information in case of a delay was handled fairly poorly; and
• 5% of guests felt that information in case of a delay was handled very poorly.

 

5.3. Accuracy and availability of information on train times/platforms. Serco Caledonian Sleepers Customer satisfaction surveys indicates:

• 1% of guests had no opinion about information on knowing where and when to board the train;
• 5% of guests were fairly dissatisfied about information on knowing where and when to board the train;
• 29% of guests were fairly satisfied dissatisfied about information on knowing where and when to board the train;
• 9% of guests were neither satisfied nor dissatisfied about information on knowing where and when to board the train;
• 4% of guests were very dissatisfied about information on knowing where and when to board the train; and
• 52% of guests were very satisfied about information on knowing where and when to board the train.

5.4. High level of security on train/in station. Serco Caledonian Sleepers Customer satisfaction surveys indicates:

Room Security

• 73% of our guests gave a 5-star rating for our room security;
• 19% of our gusts gave a 4-star rating to our room security;
• 6% of our guests gave a 3-star rating to our room security;
• 1% of our guests gave a 2-star rating to our room security; and
• 1% of our guests gave a 1-star rating to our room security.

Seat Security

• 50% of our guests gave a 5-star rating for our seat security;
• 14 % of our guests gave a 4-star rating for our seat security;
• 21% of our guests gave a 3-star rating for our seat security;
• 7% of our guests gave a 2-star rating for our seat security; and
• 7% of our guests gave a 1-star rating for our seat security.

We do not have data on the Security at Stations.

5.5. Cleanliness of inside of the train. Serco Caledonian Sleepers Customer satisfaction surveys indicates:

• 68% of our guests gave a 5-star rating for room cleanliness;
• 22% of our guests gave a 4-star rating for room cleanliness;
• 6% of our guests gave a 3-star rating for room cleanliness;
• 2% of our guests gave a 2-star rating for room cleanliness; and
• 1% of our guests gave a 1-star rating for room cleanliness.

5.6. Response times to information requests at stations. The Information supplied to our guests at stations is provided by our partners,
5.7. Availability of good quality toilets on every train. All Serco Caledonian Sleeper trains have toilets in each coach and our club rooms have an en-suite toilet.
5.8. Assistance provision to disabled persons and persons with reduced mobility.

 

6. Complaint handling refunds and compensation for non – compliance with quality standards:

6.1. Number of complaints and outcome. Serco Caledonian Sleepers handled a total of 340 complaints in the rail year of 2020/2021. We were able to close all of these complaints.

6.2. Categories of Complaints. Serco Caledonian Sleepers top 5 level 3 complaints for the year 2020/2021 are as follows:

• Upkeep and repair of the train;
• The provision of information during the journey;
• Other miscellaneous;
• The helpfulness and attitude of the staff on train; and
• The cleanliness of the inside.

6.3. Received complaints. In the rail year from 2020/ 2021 Serco Caledonian Sleepers received a total of 340 complaints.
6.4. Processed complaints. In the rail year from 2020/ 2021 Serco Caledonian Sleepers processed a total of 100% of our received complaints within 20 days.
6.5. Average response times. In the rail year from 2020/ 2021 Serco Caledonian Sleepers average response time was within in 10 days.
6.6. Possible improvement under action. Sleepers has a robust complaints procedure review guest on a regular and implement updated procedures where necessary.

 

7. Assistance provided to disabled persons and persons with reduced mobility.

7.1. Assistance procedure in place. Serco Caledonian Sleepers offers our disabled and persons with reduced mobility guests, Passenger Assist Service to make your journey with us as enjoyable as possible.

7.2. No. Cases of assistance per category of service. Serco Caledonian Sleepers uses a third-party provider for Passenger Assist and on average we receive 30 requests per month for this service and thus approximately 360 per annum.