Caledonian Sleeper Help

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 There is a general consensus that this was outdated and no longer appropriate for overnight travel.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.

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?

For more information regarding Flexipass please click here.

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.

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

If you book less than 5 working days before your outward journey, you will not be offered the option of Royal Mail First Class Post.

Please note: If you are booking high value tickets (greater than £250 in total) then the First Class Post option will not be available and delivery will instead be via Royal Mail Special Delivery™ Next Day (which has greater insurance cover than First Class Post) or collection at the station.

My tickets haven't arrived, what do I do?

Please allow 5 working days for your tickets to arrive. If they have not arrived, please be sure to check with other members of your household. If you live in shared accommodation, such as student halls, it is advisable to check with other residents and any on site post service if applicable. If you still can’t locate your ticket, please get in touch with our Guest Service Centre.

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 support team, they can check that your order has been successful and issue you with another confirmation email.

Do you deliver outside of the UK?

We can only deliver tickets to UK addresses (including the Channel Islands and Isle of Man). Delivery to addresses outside the UK is not currently possible.

We recommend guests purchasing tickets from outside of the UK choose our e-Ticket option. You ticket will then be emailed directly to the email address supplied during the booking process.

Can I use my confirmation email to travel?

A confirmation email is not valid for travel and you must present a valid 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?

Self-print tickets are now available to guests who book with us directly. The PDF tickets will be sent to the email address entered during booking after a separate confirmation email has been received.

Please note: Self-print tickets and e-Tickets will all show the same Lead Guest name and are not individual to each guest. Your self-print ticket(s) will be sent to the email address supplied on the payment page.

Can I have a ticket delivered to my mobile phone?

Yes. We now offer the option of e-Tickets with most of our ticket types, although there are a few exceptions. e-Tickets can be shown to your on board Host either on your device as a PDF or added to an Apple wallet.

In your confirmation email, you will recieve two types of attachment:

  • PK pass – this is used to download the ticket to an Apple wallet
  • PDF – if you wish to print your ticket on A4 paper we also include a PDF option The following ticket types do not offer an e-

Ticket option:

1. Family tickets – these are “self-print” tickets only and are sent in PDF format in your booking confirmation email.

2. Shared products for travel from 25th February 2018 onwards – these are available as “self-print” tickets only and are sent in PDF format in your booking confirmation email.

3. Pet or bicyle bookings

4. Flexipass – these are “self-print” tickets only and are sent in PDF format in your booking confirmation email.

5. Berth Supplements from 25th February 2018 onwards. The Shared Supplement is available as “self-print” tickets only and sent in PDF format in your booking confirmation email.

Can I collect my ticket at the station?

You can now collect tickets from the station. The option for ‘Collect from station’ will be shown on the delivery page when placing a booking.

Please note tickets can be collected at any station with a self-service vending machine. You will need the card used for payment and the 8 digit alphanumeric Collection Reference on your booking confirmation.

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

If you choose not to travel, Caledonian Sleeper only offers refunds on our Flexible tickets and Room Supplements.

Type of Ticket Purchased Refund Conditions
First, Standard, Club, Classic, Seated or Family Fixed tickets No Refund
First, Standard, Caledonian Double, Club, Classic 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.
Room 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:

  • If you have purchased tickets through www.sleeper.scot or our Guest Service Centre, the process will vary depending on your chosen fulfilment type.
  • 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.

 

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

You can apply for compensation online by emailing us.

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.

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 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.

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.

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?

We offer secure storage space within the Seated Coach. Oversize luggage can be stored in this area if there is space, but this cannot be guaranteed.

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. Additional items such as Scottish toiletries are also included in packs for guests booked into rooms.

Travelling with a Firearm

In accordance with the National Rail Conditions of Travel and our Guest Experience Charter, Caledonian Sleeper will accept sporting firearms on board.

The National Rail Conditions of Travel states:

23.4 Conditions relating to the carriage of specific items:

Items only permitted at the discretion of individual Train Companies:

Unloaded firearms, properly licenced, with prior permission of the Train Company and carried in accordance with the law and any other specific instructions

 

Caledonian Sleeper will accept sporting firearms under the following terms and conditions:

  1. Written permission must be granted by Caledonian Sleeper and must be requested at least 24 hours prior to the departure of the train:-

Written permission will be in the form of an Authority to Travel issued by the Guest Service Centre and must be produced when boarding the train. This can be shown on a phone or tablet. If this is not shown before boarding the train there is a risk that you will be refused to board the train with your sporting firearm.

  1. Guest must have the correct licence to carry the sporting firearm.
  2. Ammunition is not permitted under any circumstances.
  3. Guests wishing to carry a sporting firearm must book a room to board the Sleeper. Guests are only permitted to share with a member of their own party or have solo occupancy.
  4. Sporting firearms may not be left unattended on the train at any time. If for any reason you need to leave the firearm unattended (i.e comfort break) guest must press the call button and an on board crew must lock the door when guest has departed and open on return. Guests will not be permitted to enter the club car and leave firearm unattended
  5. In the event of a disruption Caledonian Sleeper will not be able to offer road replacement for guests carrying sporting firearms. If traveling with another rail provider then their terms and conditions must be met. Caledonian Sleeper will not be responsible for boarding being denied and no refunds or compensation will be made.

The on board crew will be aware that a sporting firearm has been declared at time of booking.

If guests do not adhere to the above terms and conditions travel will be denied and refunds and compensation will not be permitted.

Guest Service Centre guidelines when making a reservation for a sporting firearm:

  1. There is no limit to the number of sporting firearms carried per train however each guest is limited to one sporting firearm per person.
  2. Guest must confirm via the booking system if they are travelling in a solo occupancy room or if sharing (which must be with a member of their party).
  3. Guests must receive an Authority to Travel letter which will be emailed to the guest on day of booking. This will be sent as a PDF.

 

Any deviance from this policy will be entirely at our discretion.

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: 03301092624
Aberdeen: 01224 577 507
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 0141 335 3276, 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 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 you do children's meals?

Yes. Please visit our Food and Drink section for further information.

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. Guests in Classic and Seated accommodation can purchase a shower token for £5 from the on board team for use in the locations below.

Station First Class, Club, Caledonian Double Standard Class, Classic and
Seated
Location
Aberdeen Free Chargeable Abellio ScotRail First Class lounge
Edinburgh Waverley Free Chargeable Network Rail showers on concourse
LNER First Class lounge
Fort William Free Chargeable Abellio ScotRail travel centre
Glasgow Central Free Chargeable Network Rail showers on concourse
Inverness Free Chargeable Caledonian Sleeper Guest Service Centre
London Euston Free Chargeable Virgin Trains First Class lounge
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?

Not at the present time, but you can order meals from staff in our Club Car when you board.

A buffet service is available for travellers who hold a seated ticket.

Can I get food on the train?

Guests in our Seated Coaches can enjoy a varied buffet service enjoyed at your seat.

Caledonian Double/Club guests are given priority in the Club Car when it is busy, however all guests who have rooms booked will have the option to purchase from our extensive room service menu.

Can I get a wake up call?

Yes. For guests in our rooms, there is a section on the breakfast card in your room to request a wake up call. If you have any questions, just ask a member of the on board team and they will be able to help.

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.