Before travelling with us, you must follow the safety measures in place and always be sure to be compliant with the latest UK Government advice and legislation.
PREPARING FOR TRAVEL
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.
Keeping Your Distance
First Class Lounges
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.
Stay in your room
FOOD & DRINK
Read our FAQ’s below for more information on what to expect
on-board the Sleeper at this time.
Keeping Your Distance.
ARE YOU READY TO BOOK?
We know these are uncertain times, so we’re giving you greater flexibility when you travel with Caledonian Sleeper.
Rail staff engage and educate customers about the mandatory use of face coverings when they travel by train and encourage people to wear them. The vast majority of people do the right thing and help protect themselves and others by bringing and wearing a face covering while in stations across England, Scotland and on trains. Unless they are exempt, those that don’t wear a face covering could receive a fine of up to £200 from the British Transport Police.
You must now wear a face covering, unless you are exempt, when in stations across England, Scotland and public areas onboard. Once you have entered your private (and thoroughly clean!) quarters you can breathe a sigh of relief as you take off your mask, ready for a comfortable night’s sleep. Anyone who isn’t wearing a face covering in stations or public areas onboard, and isn’t exempt could receive a fine of up to £200 from the British Transport Police. For more information, please see the current Government guidance for England and Scotland.
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 good news about traveling with Caledonian Sleeper is that if you book one of our rooms you can remove your face covering when you close that door. Face coverings are, however, necessary throughout the stations across England, Scotland and in all common areas onboard. Within the station and in common areas on-board it is acceptable for coverings to be removed for the duration of eating or drinking only.
We are confident that the vast majority of people are going to want to do the right thing and help protect themselves and others by bringing and wearing a face covering while in stations across England, Scotland and in common areas on-board.
Please also be aware that some passengers and staff may not be able to wear a mask due to medical reasons. Regardless of whether someone is wearing a mask, people should keep their distance – at least two metres, if possible.
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.
You must wear a face covering (unless you are exempt) when in stations across England, Scotland and in common areas on-board the Caledonian Sleeper. Some people may not be able to wear a face covering such as young children, people with specific medical reasons, those with breathing difficulties or whose disabilities make it difficult for them to wear a face covering. Anyone who isn’t wearing a face covering and isn’t exempt could receive a fine of up to £200 from the British Transport Police. For more information, please see current Government guidance for England and Scotland.
We ask that guests should keep their distance from other guests and our Guest Experience Team – at least two metres, if possible.
If you are show COVID-19 symptoms, you should be self-isolating for 14 days, in line with the Government Guidelines. You should follow 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.
No. If you have been instructed by 111 or a medical professional to self-isolate; or if you or anyone in your household are showing COVID-19 symptoms, then you should avoid public places and contact with other people for at least 14 days.
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.
Yes, there are however some restriction in place. When using any of the station lounges, please wear a face covering and maintain social distancing.
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, Stirling 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.
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.
Face coverings must be worn onboard public areas and within the seated coach, even when you have drifted off to sleep.
With social distancing in mind, we have reduced the capacity in our Seated Coach to allow for you, your guest, to travel appropriately in line with Government guidelines, reducing your worry of potentially sitting beside someone.
If you are traveling as a group, including with family or support bubbles, you will unfortunately not be able to sit together at this time – you are still allowed to give a cheeky wave to one another from your seats.
Please note that alcohol is not permitted to be consumed within our seated coach at this time.
As a result of COVID-19, we have taken the decision to temporarily suspend some of our daytime services.
Day services we will be operating are:
Kingussie – Inverness
Edinburgh – Fort William
Fort William – Edinburgh
These services are running on a reduced capacity to allow social distancing and to give you peace of mind when onboard. Day tickets are only available to buy a maximum of 7 days before travel and require a reservation – anyone who does not hold a reservation will not be able to travel. At this time, Caledonian Sleeper do not sell day tickets for these services, however, they are available to book directly via stations or other on-line retailers.
We plan to bring back full capacity on these services as soon as it is safe to do so. Further updates to our day service will be available via our service alterations page.
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.