Contact Us
Our Guest Ambassadors are here to help
Form
* - represents mandatory fieldOur response time is 2 working days but we usually respond much quicker than that. You will not receive an automated acknowledgement email after submitting your enquiry but your case reference number will be displayed on this page. Please check your spam or junk mail folders if you do not receive a personalised response within 2 working days. Alternatively, you can contact us on Live Chat or by phone quoting your case reference number or email address to discuss your enquiry.
We are aware that our emails are being blocked by some mail applications including Yahoo and Google so you may not have received our response.
Telephone
From the UK 0330 060 0500*
From overseas +44 141 555 0888**
* Calls are charged at the standard local rate.
** Calls from abroad will be charged at the network provider rates.
Freephone Accessible Travel & Passenger Assist
0800 904 7267
Textphone
1 800 103 300 600 500
Text Relay Direct will connect a Text Relay Assistant into the call if needed. No pause is needed between ‘18001’ and the phone number, it is treated as one complete phone number and can be stored as a single number in the phone’s memory.
If you would like us to call you back on your textphone, please advise us that you use a textphone and we will use the Text Relay Service when we call you.
Help us to help you
If you have bought a ticket from us already, please have a note of your booking reference number (e.g. CSW001234) so that our ambassadors can help you as swiftly as possible.
For information regarding refunds or cancellations of your booking, please see our online help pages.
For any general enquires, Passenger Assistance bookings or to make a complaint, please use the contact form the "Get in touch" tab.
Delay Repay is automatic for guests who booked directly with us. You will receive an email asking you to confirm your booking details.
For more information view our Delay Repay Page.
Our response time is 2 working days but we usually respond much quicker than that. You will not receive an automated acknowledgement email but your case reference number will be displayed after you submit your enquiry. Please check your spam or junk mail folders if you do not receive a personalised response within 2 working days. Alternatively, you can contact us on Live Chat or by phone quoting your case reference number or email address to discuss your enquiry.
We are aware that our emails are being blocked by some mail applications including Yahoo and Google so you may not have received our response.
If making a Passenger Assistance booking using the contact us form please allow 48 hours for a response.
Passenger Assistance can be booked 2 hours before the train is to due to leave its originating service station by calling our Guest Service Centre. For more information please visit our Accessible travel page.
You can download the Passenger Assistance app here.
If your email relates to an existing booking, please include your booking reference number (e.g. CSW001234), this will help us handle your enquiry efficiently.
For all enquiries relating to bookings for 9 or more people please email our group bookings team at groupenquiries@caledoniansleeper.scot
You can contact us via our Live Chat service.
Open live chat by clicking the icon on the bottom right hand corner of any page.
The icon looks like this:
Appeal to Rail Ombudsman
If you’re not happy in any way, we’ll take your comments or complaints very seriously and do everything we can to make things right. We aim to resolve all complaints to your satisfaction, quickly and effectively, without the need for involvement of third parties.
If you are not happy with the response you have received from us, you can appeal to the Rail Ombudsman.
You can appeal to the Rail Ombudsman if:
you are unhappy with our final response to your complaint which will be contained in a letter or email (this is sometimes known or called a ‘deadlock letter’); or
we have not resolved your complaint within 40 working days of receiving it; and
no more than 12 months have passed since we sent you a final response
If you wish to find out more about the Rail Ombudsman, please see details below.
Website: www.railombudsman.org/en
Telephone: 0330 094 0362
Textphone: 0330 094 0363
Email: info@railombudsman.org
Rail Ombudsman FAQ
Twitter: @RailOmbudsman
Post: FREEPOST – RAIL OMBUDSMAN
There are some complaints that the Rail Ombudsman will not be able to look into, for example if it is about the way one of our services has been designed, industry policy, or if your complaint relates to an event which took place before the Rail Ombudsman service was established. If that is the case, then they will contact you to let you know.