Our Performance | Caledonian Sleeper |

Public Performance Measure (PPM)

We measure our ‘Public Performance Measure’ (PPM) by looking at how many of our scheduled trains are on time. The PPM, which is a national industry standard, combines figures for punctuality and reliability into a single performance measure. We publish our PPM every four weeks.

For long distance services such as ours, PPM is defined as those trains arriving at their final destination within 10 minutes of the planned arrival time.

25/26 Period 1 - 131/146 89.73%

25/26 Period 2 - 137/161 85.09%

25/26 Period 3 - 134/163 82.21%

25/26 Period 4 - 134/168 79.76%

25/26 Period 5 - 150/163 92.02%

25/26 Period 6 - 123/167 73.76%

25/26 Period 7 127/163 77.91%

25/26 Period 8 142/164 86.59%

25/26 Period 9 144/160 90.00%

25/26 Period 10 89.6%

25/26 Period 11 110/134 82.09%

25/26 Period 12 134/160 83.75%

26/27 Period 1 132/171 77.19%

26/27 Period 2 135/166 81.33%

26/27 Period 3 130/164 79.27%

26/27 Period 4 140/168 83.33%

Right-Time Arrival

We are also measured against a right-time arrival performance target, defined as arrival within 59 seconds of the planned arrival time.

If you have been delayed on our services by 30 minutes or more you can claim through our compensation scheme, Delay Repay.

Guest Satisfaction

We pay close attention to what you tell us and continue to deliver service enhancements as a result of your feedback.

Feedback ratings are obtained through a survey sent to Guests following their trip with us. The methodology is defined in our Franchise Agreement with Transport Scotland and the research is carried out using the same principles as the National Rail Passenger Survey.

You can view our latest results here.

You can view the latest quarterly report here.

Complaints continuous improvement report

Procedure in place

Our Complaints Handling Policy (CHP) is publicly available on our web site here.

Number of complaints and outcome

Caledonian Sleeper handled a total of 775 complaints in the rail year of 2025/2026.  This represents an increase of 32% compared to rail year 2024/2025 when 589 complaints were raised.  All complaints were resolved.

Categories of Complaints

Caledonian Sleeper top 5 level 3 complaints for the year 2025/2026 are as follows:

•    Upkeep and repair of the train
•    The toilet facilities
•    Facilities onboard
•    The comfort of the seating area
•    Punctuality/reliability (i.e. the train arriving/departing on time)

Received complaints

In rail year 2025/2026 Caledonian Sleeper received a total of 775 complaints.

Processed complaints

In rail year 2025/2026 Caledonian Sleeper processed a total of 80% of our received complaints within 10 days and 91% within 20 days.  The average response time for complaints in rail year 2025/2026 was 7 days.

Possible improvement action undertaken

Caledonian Sleeper has a robust complaints and procedure review process in place and in rail year 2025/2026 we implemented the following initiatives: 
•    Engineered an enhanced water treatment process which will improve water quality and room availability across our fleet, subject to Trialling in 2026.
•    Strengthened supplier management and governance procedures which has delivered better asset management and enhanced fleet availability.
•    Developed Condition based maintenance for our on board systems particularly HVAC Units
•    Developed our disruption management and lessons learned procedures, ensuring we learn from and improve when things go wrong.
•    Introduced a new boarding KPI to our suite of performance metrics, ensuring this key deliverable is monitored and measured effectively.
•    Implemented an AI-assisted risk-based Quality Assurance process which ensures 100% of our complaints and other high-risk cases are assessed and evaluated.
•    Revised our guest charter, simplifying language used and increasing the compensation levels for service delivery failures.
•    In 2026-27, we have committed to refreshing our seated coach accommodation.

Assistance provided to disabled persons and persons with reduced mobility.

Assistance procedure in place

Caledonian Sleeper accessible travel policies and related information is available on our web site here.  This was reviewed and updated in April 2026.

Number of cases of assistance per category of service (international/domestic long distance, regional and urban/suburban)

In rail year 2025/2026 there were a total of 1637 assistance bookings on Caledonian Sleeper services.  These were all related to cross-border travel between Scotland and England.  Caledonian Sleeper uses third-party providers for Passenger Assistance bookings and fulfilment as we do not operate any UK rail stations.

Complaints arising from disabled persons and persons with reduced mobility.

In rail year 2025/2026, Caledonian Sleeper received 24 complaints of this nature.  This represents 7% of our overall complaint volumes and 2.7% of the number of assistance journeys booked on our services.

The top 5 complaint reasons were:

•    Accessible toilets on train
•    Booked assistance not provided
•    Other accessibility
•    Assistance booking process
•    Accessible toilets at station

Continual Improvement

As a result of these complaints and general feedback from our guests with reduced mobility, Caledonian Sleeper has initiated an extensive improvement project aimed at improving the experience of our disabled guests.  This includes:

•    Delivered a comprehensive disability awareness refresher training program to all staff.  This was designed in conjunction with our external accessibility panel members.
•    Improved accessibility features on our web site and introduced more access formats of our onboard documentation.
•    Worked with industry partners at key stations to improve the passenger assistance delivery process.
•    Implemented further actions and suggestions highlighted in the disability access audits commissioned in 2024-25, improving the accessibility features in our lounges at London Euston, Fort William & Inverness.
•    Integrated the passenger assistance booking process with our online booking engine.

Delay compensation continuous improvement report

In rail year 2025/2026 Caledonian Sleeper received 7251 delay repay compensation claims.  Caledonian Sleeper has a robust automated DRC scheme that enables the automatic processing of all delay repay compensation for guests that have booked directly with Caledonian Sleeper within minutes of service arrival.  As a result, in rail year 2025/2026, 83% of all delay repay compensation claims were processed on the day they became eligible and the average time to resolve all DRC claims was less than 1 day.

Continual Improvement

For guests that have not booked directly we have:

•    Conducted an annual review of announcements and messaging displayed onboard during delays to ensure clear instructions on the claims process are provided consistently.
•    Revised and optimised all post trip communications regarding delays and the claims process.
•    Updated and enhanced the delay repay section and ‘Contact Us’ page of our web site to make it easier for guests to understand how to make a claim.
•    In 2026-27, we have committed to reviewing the end-to-end guest journey aimed at optimising guest communication at all key touch points, including information sharing during disruption and delays.