Before travelling with us, we recommend following the safety measures in place and always be sure to be compliant with the latest Government advice and legislation to cover your whole journey.
PREPARING FOR TRAVEL
Symptoms
Face Coverings
AT THE STATION
Travel is to be enjoyed, not endured. At Caledonian Sleeper, we want you to be rest assured that we’re doing everything we can to minimise contact during your journey.
First Class Lounges
Assisted Travel
Boarding
ON-BOARD
Combining spellbinding views with the reassurance that comes from traveling with Caledonian Sleeper is the perfect place to take your mind off things. As always, our Guest Experience Team are here primarily for your safety and security.
Protection
Housekeeping
Decluttering
FOOD & DRINK
Club Car
Read our FAQ’s below for more information on what to expect
on-board the Sleeper at this time.
ARRIVALS
Face Coverings
FAQs
The Governments Guidelines state “a cloth face covering should cover your mouth and nose while allowing you to breathe comfortably.” More information on using face coverings during the coronavirus (COVID-19) pandemic is available here.
Caledonian Sleeper are part of the Sunflower Lanyard Scheme and have trained our team to support guests with non-visible disabilities, in turn we recognise that not everyone is able to wear a face covering. If this applies to you, then please rest assure you can still travel with Caledonian Sleeper. We want our guests to travel with dignity and our Guest Experience Team will act considerately if you can’t cover your face due to medical reasons or a disability – visible or not.
The Scottish Government recommends that face coverings should continue to be worn on public transport in Scotland. Therefore, we ask that face coverings are worn when boarding and moving around public areas the train and within our seated coach, unless medically exempt. Within the station and in common areas on-board, face coverings can be removed for the duration of eating or drinking.
We encourage our guests to use reusable face coverings where possible as these are better for the environment. If you have a disposable face covering, then please take it home to dispose of it or put it in the normal bins available in stations at the end of your journey.
The Scottish Government recommends that face coverings should continue to be worn on public transport in Scotland. Therefore, we ask that face coverings are worn when boarding and moving around public areas the train and within our seated coach, unless medically exempt. Within the station and in common areas on-board, face coverings can be removed for the duration of eating or drinking.
For more information, please see current Government guidance for England and Scotland.
If you are showing COVID-19 symptoms, you should follow the latest Government Guidelines. You should follow your local NHS advice to reduce the risk of contracting coronavirus and/or spreading to others.
No. If you have been diagnosed, showing symptoms or awaiting test results from a Coronavirus test, you should follow the advice from the NHS.
We are only accepting credit/debit card payments at the moment. Please use contactless when possible to minimise contact.
We ask that all colleagues and guests keep on top of good hand hygiene and request people follow the Government’s advice to avoid unnecessary contact and regularly wash hands for 20 seconds – especially before and after travel.
Although we do not have hand sanitiser available for guests onboard, there are handwashing facilities on our trains. To minimise contact, and where possible, we’d suggest you bring hand sanitiser along with you.
Hand sanitising points have been introduced in stations.
View most up to date information on our guest lounges page.
The Scottish Government recommend that face covering are worn onboard in public areas and within the seated coach, even when you have drifted off to sleep.
TIMETABLE CHANGES
We have good news, we are running all normal daytime services and we can’t wait to have you back onboard.
Day service tickets are only available to buy a maximum of 7 days before travel and require a reservation. Anyone who does not hold a reservation may not be permitted to travel.
Caledonian Sleeper does not sell tickets for these day services. However, they are available to book directly via train stations or other on-line ticket retailers.
Further updates to our day services will be available via our service alterations page.
REFUND FAQ’s
If you are suffering from COVID-19 symptoms and are no longer able to travel please contact our Guest Service Centre to apply for a refund before noon on the day of travel.
Guest Service Centre
Contact Us Form
If you have bought your ticket from a third party company, such as Trainline, please contact them and follow their refund procedure.
Guests who have booked a Flexible Ticket can cancel up to midday on the day before travel through “my account” or by contacting the Guest Service Centre on our
Contact Us Form and select the “Change or Refund a ticket” option.
At this unpredictable time we are continuously reviewing our refund policy in line with restrictions and understanding that COVID-19 may impact our guests’ reasons for travel.
Therefore, any guests that have purchased a Fixed Ticket and can no longer travel please contact our Guest Experience Centre.
Guests who have purchased a Flexipass Ticket between 1st September 2019 and 31st March 2020 will receive an automatic six months extension to any unused voucher.
Guests who have Flexipass Tickets that expire before 31st August 2020 can apply for a full refund on any unused vouchers.
If you were due to be one of our guests on the following services and booked with Caledonian Sleeper directly, we will contact you and will issue an automatic refund to the card that was used to make the reservation.
If you have not already received a refund please contact us via our Contact Us Form and select “Change or Refund a ticket”.
Guest who have made their reservation with a third-party company, such as Trainline, please contact them and follow their refund procedure.