After Your Trip
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What is Delay Repay?
Delay Repay is a national scheme that makes it easier to claim compensation when your journey is delayed.
If your journey with Caledonian Sleeper is delayed by 30 minutes or more, you can claim Delay Repay. Depending on the length of your delay, you may be entitled to compensation equivalent to all or part of your ticket cost.
We calculate delays against the planned timetable, which we publish in advance and make available on our website. The length of a delay is based on the time your train arrives at your destination compared to its scheduled arrival time, not the delay when you first set off.
You must submit all Delay Repay claims within 28 days of the affected journey.
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Will I be compensated automatically?
If you booked a ticket to travel on a Caledonian Sleeper service through our website or Guest Service Centre then you’re covered by our Automatic Delay Repay scheme.
You’re eligible for Automated Delay Repay if:
- You booked a ticket directly from this website or via our Guest Service Centre.
- Your journey was delayed by more than 30 minutes.
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What happens next?
If your journey is delayed by 30 minutes or more, we will automatically process a claim for you within 24 hours. We’ll then drop you an email asking you to confirm the details of your journey. Once you’ve confirmed your journey we’ll process your payment.
You must click the link sent to you within 28 days to claim Delay Repay. If it is over the 28 days then you will not be eligible to claim Delay Repay
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Third party bookings
If you booked through a third party, please complete the Delay Repay form on our website and select Delay Repay as the subject. If you cannot do this online, please download a printable version. Our team will evaluate your compensation amount and email you to refund it to your debit or credit card. We cannot compensate if you made your booking using American Express.
Please help us to protect your data by NOT sharing any bank account or other payment details when completing the form.
Please submit a copy of your travel ticket as proof of travel and in some circumstances, we will ask you to send us a copy of the original.
You must submit your claim within 28 days of the date of travel. We aim to process your claim in 10 working days. If you don't submit your claim within 28 days after travel, you won't be able to claim Delay Repay.
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If your claim was rejected
If we do decline your delay repay, we will explain why when we respond. If you wish to appeal the decision, you can appeal to the Rail Ombudsman. Full details on how to do this can be found on our Contact Us Page.
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
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Caledonian Sleeper Services to London Euston
Managed by Network Rail.
You can contact them through www.lostproperty.org or by calling 0330 024 0215
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Caledonian Sleeper Services to Glasgow Central and Edinburgh Waverley
Managed by Network Rail.
You can contact them through www.lostproperty.org or by calling 0330 024 0215.
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Caledonian Sleeper Services to Aberdeen
Managed by ScotRail.
Call 0330 109 2171
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Caledonian Sleeper Services to Inverness
Managed by ScotRail.
Call 0330 109 2624.
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Caledonian Sleeper Services to Fort William
Managed by ScotRail.
We will hold items left in Fort William for seven days and then transfer them to Glasgow Queen Street lost property.
Call Glasgow Queen Street on 0330 109 2833, and they 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
Refunds
Caledonian Sleeper will only refund Caledonian Sleeper E-tickets purchased from www.sleeper.scot or our Guest Service Centre. If you bought your ticket at a station ticket office or from a third party, please contact the original vendor.
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Refund conditions
Caledonian Double, Club, Classic, Seated tickets or Room Supplements
- 100% refund up to 7 days before travel.
- 50% refund less than 7 days and up until 1200 (midday) day before travel.
- Refunds are not available after 1200 (midday) the day before travel.
- For departures between midnight and 2am, refunds are only available up until 1200 (midday) 2 days before travel.
Flexipass
You can cancel Flexipass reservations up to midday the day before travel. After this time, you will lose any journeys booked and not travelled from your Flexipass total.
National Rail Tickets
Subject to the conditions of the operator who prices the fare.
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How to apply for a refund
Caledonian Sleeper E-Tickets
You can apply for a refund in the “My Account” section on www.sleeper.scot or by using our contact form and quoting your CSW or CST reference number.
Please provide details of the journey(s) you wish to cancel. If you do not provide any information, we will assume that you wish to cancel the entire booking.
All refunds are subject to the conditions detailed above.
We will pay the refund directly to the credit or debit card you bought the ticket with. We will ask your card issuer to make a refund within ten working days of receiving your request. The card issuer will refund the purchase price under the terms of the card agreement. The refund may not appear on your card statement immediately.
Tickets purchased at a Station Ticket Office or Vending Machine
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.
The company you bought your ticket from will pay the refund.
All refunds are subject to the conditions detailed above.
Tickets purchased through a Third-Party vendor
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 to claim a refund.
The company you bought your ticket from will pay the refund.
All refunds are subject to the conditions detailed above.
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Refunds for Cancelled Services
If your train was cancelled, you are entitled to a full refund.
Caledonian Sleeper E-Tickets
We will pay the refund directly to the credit or debit card you bought the ticket with. We will ask your card issuer to make a refund within ten working days of receiving your request. The card issuer will refund the purchase price under the terms of the card agreement. The refund may not appear on your card statement immediately.
Tickets purchased at a Station Ticket Office or Vending Machine
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.
The company you bought your ticket from will pay the refund.
Tickets purchased through a Third-Party vendor
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 to claim a refund.
The company you bought your ticket from will pay the refund.
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Feedback
We welcome comments on your Caledonian Sleeper experience via our contact form.
Choose "Feedback" from the drop-down menu.
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Complaints
Handling your complaint in an effective and timely manner is extremely important to us. Please give us as much information as possible when submitting your complaint so we can fully investigate it.
If you booked with us directly, please provide your CSW/CST confirmation reference. This will help us to identify factors that may have contributed to the complaint you are making.
We handle complaints in the manner set out in our Complaints Handling Policy (PDF, 399kb).
When you complain to a member of our staff, on the phone or in person, we will try to rectify the issue immediately. If this is not possible, we aim to respond fully to all complaints within ten working days. If you have not received a full response within this time, we will update you on the progress of your case.
How to make a complaint:
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On Board
Please speak to your host on board our services. We train our on-board staff to handle complaints fairly and efficiently, and to solve any problems there and then.
If our on-board staff can't resolve your complaint, they will refer the matter to our Guest Ambassadors. Our Guest Ambassadors may contact you for more information if necessary.
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Online
You can contact us using the online form on this page.
Choose "Complaint" from the drop-down menu to ensure it gets to the appropriate team.
Our Guest Ambassadors may respond by calling you so please provide a contact telephone number as well as the best time to call.
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You can email us at enquiry@sleeper.scot
If you have booked through our website or Guest Service Centre please put your CSW/CST confirmation reference number in the subject line.
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By Telephone
Our Guest Ambassadors are trained to handle complaints over the telephone. We may need to investigate your complaint further. If we do, our Guest Ambassadors will discuss the next steps with you and agree a timeline for a response.
Phone: 0330 060 0500 (standard local rate applies)
Text Relay Assistant: 1 800 103 300 600 500
International Number +441415550888** (charged at your network provider's rates)
Phone lines are open:
- Monday to Friday: 09:00 to 17:30
- Saturday: 08:30 to 15:30
- Sunday: 12:00 to 20:30
These hours vary slightly over the Christmas and New Year period − please check our website www.sleeper.scot for opening times.
Our Guest Service Centre is not open on Christmas Day, Boxing Day, or New Yearʼs Day.
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Post
You can write to us at:
Caledonian Sleeper
1 Union Street,
Inverness IV1 1PP.