RMT Industrial Action Update – Please see our Service Alterations page

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

Unfy, we are experiencing technical issues for booking from 11th April to Thursday 26th May 2023 on our Inverness, Fort William, and Aberdeen routes.  We are working very hard to resolve the issues and if you are trying to book for these days and routes please try again later. Please accept our apologies for the inconvenience.

Welcome, we're so happy to see you!

We’re continuing to keep you at the heart of what we do. What an extraordinary time we've all experienced together, one which nobody could have anticipated or prepared for. Updated: 19th April 2022.

We’ve spent this time to learn and grow, coming together and keeping you, our guest and our colleagues at the heart of everything that we do. As always, your safety and peace of mind is our priority, while we have new measures in place, we do need to ask our guests to take individual responsibility to keep yourself, your fellow guests and our colleagues safe too.
Before travelling with us, you must follow 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

Please do not travel with us if you’re experiencing symptoms of COVID-19.

Face Coverings

In line with the latest Scottish Government guidance, it is recommended that face coverings are worn when boarding and moving around the train, unless medically exempt.

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

We are starting to re-open our lounges with new measures to ensure your health, well-being and safety.
Read more

Assisted Travel

Station operators and our Guest Experience Teams are still on hand to assist.
Read more

Boarding

Have your tickets ready on your smart device or printed for 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

All key cards are replaced daily and put into card wallets.

Housekeeping

Our entire fleet is cleaned and sanitised thoroughly daily.

Decluttering

We have removed unnecessary stationery and soft furnishings.

 

 

 

 

FOOD & DRINK

On-Board Menu

We’ve changed our on-board food options and service to reduce physical contact with our team.

Club Car

The Club Car remains open with priority access available to our Club room and Caledonian Double guests. Classic room guests are welcome to access our Club Car when there is availability.

Read our FAQ’s below for more information on what to expect
on-board the Sleeper at this time.

ARRIVALS

Face Coverings

In line with the latest Scottish Government guidance, it is recommended that face coverings are worn when boarding and moving around the train, unless medically exempt.

ARE YOU READY TO BOOK?

We know these are uncertain times, so we’re giving you greater flexibility when you travel with Caledonian Sleeper.

New Bookings

We know it is hard to make plans right now – that’s why all of our tickets are flexi-tickets until 4th November 2022, allowing you to amend free of charge up to 48 hours in advance.

Existing Bookings

Your plans today are probably not the same as they were yesterday. If you are unable to travel due to COVID-19 please contact our Guest Experience Team.

 

FAQs

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What constitutes a face covering?

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.

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What if I can’t wear a face covering for medical reasons or due to a disability?

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.

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When should I be wearing a face covering?

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.

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What do I do with my face covering when I am finished with it?

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.

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What is the cross-border travel advice (if I’m travelling between England and Scotland)?

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.

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Can I use Caledonian Sleeper if I am showing symptoms of COVID-19?

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.

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Can I use Caledonian Sleeper if I have COVID-19?

No. If you have been diagnosed, showing symptoms or awaiting test results from a Coronavirus test, you should follow the advice from the NHS.

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Can I use Caledonian Sleeper if I have been asked to self-isolate?

No, you cannot travel onboard Caledonian Sleeper and should follow the latest Government Guidelines.

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Can I use cash?

We are only accepting credit/debit card payments at the moment. Please use contactless when possible to minimise contact.

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Are Caledonian Sleeper providing hand sanitisers?

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.

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Can I still access the Station Lounges?

Yes, there are however some restriction in place. In Scotland, face coverings remain recommended within public spaces but can be removed whilst seated to eat or drink.

Caledonian Sleeper Guest Lounges
Our Inverness and Fort William Lounge is open to Caledonian Double and Club Guests, two hours prior to train departure and post arrival at destination.

Our Perth and Leuchars Lounges are open to all Caledonian Sleeper Guests, prior to train departure and post arrival at destination.

Our Dundee Lounge is open to Caledonian Double and Club Guests, two hours prior to train departure.

London Euston, Avanti First Class Lounge
Avanti First Class Lounge in London Euston is available to Double and Club Guests to use for two hour prior scheduled departure time and post arrival at destination.

Edinburgh, LNER First Class Lounge
LNER First Class Lounge in Edinburgh is available to Double and Club Guests to use for two hour prior scheduled departure time only.

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What cleaning measures have Caledonian Sleeper introduced on-board to keep me safe?

On-board our trains and in our lounges, we have introduced enhanced cleaning measures, including all touch-points, to ensure the safety of our guests and colleagues alike.

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I am due to travel in the Seated coach but I am a bit nervous, what can I expect onboard?

We ask that face covering are worn onboard in public areas and within the seated coach, even when you have drifted off to sleep.

Our enhanced hygiene measures apply throughout the train for your protection.

TIMETABLE CHANGES

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I want to travel on the Caledonian Sleeper Day Service?

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

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What if I am no longer able to travel?

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

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What if I have booked with a third party?

If you have bought your ticket from a third party company, such as Trainline, please contact them and follow their refund procedure.

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I have a flexible ticket, what are my options?

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.

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I have a fixed ticket, what are my options?

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.

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I have a Flexipass Ticket, what are my options?

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.

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I was booked on one of your cancelled services, what do I need to do?

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.