Staff were very friendly and the train was clean. The lights were dimmed on departure which made having a sleep easier. Several seats appeared to have been overbooked, including my own, which caused... See more
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Review summary
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Travelled in a coach seat. Ticket was good value for money, especially with my railcard. Coach was clean and staff customer service excellent. My only quibbles were: I don't believe the seats actu... See more
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Staff were great, friendly & helpful; the travelling experience and seeing the views was good. Quality of the cooked breakfast was disappointing and very salty, mushrooms and 'buttery' were very che... See more
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The service was as described and expected. And on time. The tiny British loading gauge of course brings limitations on carriage size. Like, the corridor has to be extremely narrow for berths to b... See more
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Company details
Information provided by various external sources
Caledonian Sleepers are overnight train services running between Scotland and London.
Contact info
1 Union Street, IV1 1PP, Inverness, United Kingdom
- 0330 060 0500
- enquiry@sleeper.scot
- sleeper.scot
3.9
Great
4K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically replies within 1 week
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Reply from Caledonian Sleeper
Thank you for your feedback. We’re delighted to hear your train ran on time and that you found our staff professional throughout your journey.
We appreciate you taking the time to share your experience and hope to welcome you on board again soon.
Caledonian Sleeper to Fort William
Enjoyed the trip to Fort William. Due to train noise didn’t sleep well but bed very comfortable
12 May 2026
Reply from Caledonian Sleeper
Thank you for your feedback. We’re pleased to hear you enjoyed your trip to Fort William and found the bed very comfortable.
We’re sorry, however, that the train noise affected your sleep during the journey. We understand that overnight rail travel can feel different for everyone, and we appreciate you taking the time to share your experience.
We hope to welcome you on board again in the future.
Are you going to change your trains for…
Are you going to change your trains for more comfort? Please do not contact me anymore. I am not happy.
12 May 2026
Reply from Caledonian Sleeper
Thank you for your feedback. We’re sorry to hear that you were unhappy with the comfort of your journey and appreciate you taking the time to share your views.
Your comments regarding onboard comfort have been noted and shared with the relevant teams.
We also respect your request not to be contacted further. To do this we would require you to email us at enquiry@sleeper.scot to make a request to have all of your details removed from our Guest register.
The seats were extremely hard
The seats were extremely hard, to the point that my body felt numb. They also did not recline enough to sleep comfortably. It was never clear that we would not be able to go to the food car, which was disappointing. I had very high expectations based on the videos I had seen, but the experience did not match what was shown.
12 May 2026
Reply from Caledonian Sleeper
Thank you for your feedback. We’re very sorry to hear that your experience did not meet the expectations you had before travelling with us.
We understand your disappointment regarding the comfort of the seats and appreciate your comments about the limited recline and difficulty sleeping comfortably during the journey. We’re also sorry that the access arrangements for the food car were not made clear in advance, which understandably added to your frustration. We do of course offer our seated Guests the option to purchase items from the Club Car delivered to your seat. The restriction is purely down to capacity in the Club Car.
We appreciate you sharing that the experience did not reflect what had been presented in promotional videos, as managing expectations is extremely important to us.
Thank you again for taking the time to provide your honest feedback. Your comments have been shared with the relevant teams for review.
Wouldn’t it be nice to have tea and coffee accessible throughout the journey.
A very enjoyable and easy journey from London Euston to Leuchars. I do wish that tea or coffee was accessible throughout the journey for people like myself than do not or cannot sleep easily.
24 April 2026
Reply from Caledonian Sleeper
Thank you for your feedback. We’re delighted to hear you had a very enjoyable and easy journey from London Euston to Leuchars.
We also really appreciate your suggestion regarding access to tea and coffee throughout the night. We understand that not all guests sleep easily on overnight journeys, you should be able to order a hot drink by pressing the staff button in your room and your drink can be delivered to you. Alternatively you may go down to the Club Car and order your hot drink from the crew. The Club car should always be open for hot drinks or water during your journey. I am so sorry if you were not made aware of this.
Thank you again for taking the time to share your experience and helpful feedback.
Convenient and comfortable
Staff are always friendly and helpful, train was comfortable and on time and amazing price with a railcard
17 May 2026
Reply from Caledonian Sleeper
Thank you for your lovely feedback. We’re so pleased to hear you found the journey convenient and comfortable, and that our staff were friendly and helpful throughout.
It’s also great to know the train ran on time and that you were able to take advantage of a great fare with your railcard.
We really appreciate you taking the time to share your experience and hope to welcome you on board again soon.
Fabulous onboard experience
Fabulous onboard experience. Great club cabin. Lovely evening meal and breakfast. Outstanding staff.
Only downside was not being allowed in the Euston lounge before departure which was disappointing due to numbers.
Was promised £20 compensation which I haven't received so that's doubly disappointing.
12 May 2026
Reply from Caledonian Sleeper
Thank you for your feedback. We’re delighted to hear you had a fabulous onboard experience and enjoyed the Club Cabin, evening meal, breakfast, and especially the service from our staff.
We are sorry, however, that you were unable to access the Euston lounge before departure due to capacity restrictions, and we understand how disappointing this must have been as part of the overall experience you were expecting.
We’re also concerned to hear that the £20 compensation you were promised has not yet been received. We appreciate how frustrating this is, particularly after it had already been offered to you. Could you please email us at enquiry@sleeper.scot with your journey details such as order number, date and route etc and we will make sure you receive the compensation you were promised. So sorry about this.
Thank you for taking the time to share your experience and feedback.
Useful; under the right conditions
Under the right conditions, this is a very useful service, although sleeping should not be high on one's list of priorities.
Finding information and being able to secure a booking at short notice is not easy and I have often discounted it because of lack of availability at relatively short notice.
11 May 2026
Reply from Caledonian Sleeper
Thank you for your feedback. We appreciate your balanced comments and are pleased to hear that you find the service useful in the right circumstances.
We also understand your point regarding sleep quality onboard, as overnight rail travel can be a different experience for each guest.
Your comments about the difficulty in finding information and securing bookings at shorter notice are particularly helpful, and we appreciate you highlighting this. We understand how frustrating it can be when availability is limited or the booking process does not feel straightforward.
Thank you again for taking the time to share your experience and feedback.
Comfortable Caledonian Sleeper
Staff helpful, friendly and efficient.
Great leg room in a single seat
Excellent porridge for breakfast
10 May 2026
Reply from Caledonian Sleeper
Thank you for your lovely feedback. We’re so pleased to hear you enjoyed a comfortable journey and found our staff helpful, friendly, and efficient throughout.
It’s also great to know you appreciated the leg room in the seated coach and enjoyed the porridge for breakfast.
We really appreciate you taking the time to share your experience and hope to welcome you on board again soon.
Very comfortable journey.
17 May 2026
Reply from Caledonian Sleeper
Thank you for your feedback. We’re delighted to hear you had a very comfortable journey with us.
We appreciate you taking the time to share your experience and hope to welcome you on board again soon.
Smooth journey and a good night’s…
Smooth journey and a good night’s sleep. It was nice to be greeted by the a friendly concierge on the platform.
12 May 2026
Reply from Caledonian Sleeper
Thank you for your feedback. We’re delighted to hear you enjoyed a smooth journey and a good night’s sleep onboard.
It’s also lovely to know that the friendly welcome from a member of our staff on the platform helped start your trip on a positive note.
We really appreciate you taking the time to share your experience and hope to welcome you on board again soon.
Very nice and pleasant trip
12 May 2026
Reply from Caledonian Sleeper
Thank you for your feedback. We’re delighted to hear you had a very nice and pleasant trip with us.
We appreciate you taking the time to share your experience and hope to welcome you on board again soon.
I have a wheelchair bound wife
I have a wheelchair bound wife, we had booked assuming the double accessible cabin was adjacent to the restaurant car, so we could access with the chair, but no, the train formation resulted in our room being wrong end for wheelchair access, hence paper bags in our room. This was a great disappointment.
11 May 2026
Reply from Caledonian Sleeper
Thank you for taking the time to share your feedback. We’re very sorry to hear that the train formation on your journey meant the accessible double cabin was not positioned adjacent to the Club Car as you had reasonably expected.
We completely understand how disappointing and frustrating this must have been for both you and your wife, particularly as accessibility and ease of movement are such important parts of the journey experience. We appreciate how upsetting it must have felt to find that wheelchair access to the restaurant car was not possible as anticipated. I am not sure if you were booked in the Accessible Double or the Caledonian Double. The Accessible Double is usually next to the Club Car but very ocasionaly the carriage is connected the wrong way around which causes this problem. Unfortunately this cannot be rectified on the night, we do phone our Guests to advise them when this happens but appreciate its disappointing when a Guest is in a wheelchair and access to the Club Car proves impossible.
We regret that this impacted your trip and that the arrangements onboard did not better meet your needs and expectations. Your comments have been shared with the relevant teams for review, as feedback like this is extremely important in helping us improve the experience for guests requiring accessible travel.
Thank you again for your honest feedback.
Staff were great
Staff were great. Very welcoming and attentive. I didnt sleep particularly well but maybe that was me rather than the carriage itself.
Not sure id do it again or might upgrade to the double bed.
11 May 2026
Reply from Caledonian Sleeper
Thank you for your feedback. We’re really pleased to hear that our staff made such a positive impression and that you found them welcoming and attentive throughout your journey.
We’re sorry to hear that you didn’t sleep particularly well, although we appreciate your balanced comments regarding this. Overnight rail travel can feel different for everyone, and we understand it may take some guests time to find the option that suits them best.
Thank you again for taking the time to share your experience, and we hope we may have the opportunity to welcome you on board again in the future.
Reliable travel to arrive early into lindon
It left and arrived on time
It would be nice if your morning tea could be delivered when you ask or later as it’s so early compared to arrival/ exit time!
12 May 2026
Reply from Caledonian Sleeper
Thank you for your feedback. We’re really pleased to hear your journey was reliable and that the train departed and arrived on time.
We also appreciate your suggestion regarding the timing of the morning tea service. We understand that the current delivery time can feel quite early compared with arrival and disembarkation times, and your feedback about offering more flexibility has been shared with the relevant team for consideration.
Thank you again for taking the time to share your experience.
A different way to travel
Efficient and friendly service from staff. Club car comfortable, nice to have a nightcap and watch the world go by.
Good choice for breakfast which we had in our room.
It was pleasant to have lavatory facilities to ourselves! Ingenious plumbing for the ensuite shower.
Unfortunately did not sleep at all well because of the shaking from tracks.
12 May 2026
Reply from Caledonian Sleeper
Thank you for your feedback. We’re delighted to hear you enjoyed the friendly and efficient service from our staff and were able to relax in the Club Car with a nightcap while watching the world go by — one of the unique pleasures of sleeper travel.
It’s also lovely to know you enjoyed the breakfast selection, the comfort of having your own facilities, and appreciated the clever ensuite design.
We’re sorry, however, that the movement of the train affected your sleep quality. We understand overnight rail travel can feel different for everyone, and we regret that this impacted your overall rest during the journey.
Thank you again for taking the time to share your experience.
Did not like having to move bike at 3am!
21 May 2026
Reply from Caledonian Sleeper
Thank you for your feedback. Unfortunately when travelling on the Fort William Sleeper Service this is unavoidable due to the length of the combined Sleepers ie Aberdeen/Fort William and Inverness sets. The Guards van where the bikes and bags are stored is shared on the Aberdeen/Fort William Service. Once we arrive in Edinburgh and each Service detaches from the set another carriage is attached to the Fort William set and any items need to be removed from the Aberdeen Guards Van and restored on the Fort William Guards Van. I appreciate that this is quite frustrating especially if you have booked a cabin. Our full combined set are at their maximum length for most of our platforms and therefore cannot take one more carriage at present. This may change in the future but at present it only affects the Fort William Sleeper Service each way. Sorry for any inconvenience.
As usual...
12 April 2026
Reply from Caledonian Sleeper
Thank you for your brief comment I think as you have given us 5 stars you enjoyed your journey on the Sleeper and are a regular traveller. If so we appreciate your continued support and glad to hear we provide a consistently good service overall.
Club suite, but not so special
Booked the club suite for a special trip to Glasgow with my wife. For almost £1,000 return I was expecting great service, which sadly wasn’t the case. The junior staff were lovely, and did their jobs well, but the manager made us feel like we and our fellow passengers were a bit of an inconvenience. The only way I can explain it is she acted as a train crew manager, not a customer service manager. Customers studiously ignored while busy. The room cards had the breakfast menus crossed out. When I asked her why no breakfast, instead of an apology I received a condescending lecture about the broken oven and that was that - basically ‘Not my problem’. Not good enough. It may, on a technicality, not have been her problem, but from a customer service perspective it sure was. Did we feel like valued customers? Not at all. An offer of a free drink, or just a sincere, polite, apology, would have been nice. Her attitude spoiled an otherwise comfortable and exciting adventure.
Update: return journey was a totally different experience… excellent customer service, delivered by a terrific team - the way it should be. The difference in leadership and attitude was clearly evident with this team.
19 May 2026
Reply from Caledonian Sleeper
Thank you for taking the time to share such thoughtful and detailed feedback. We’re very sorry to hear that your special trip to Glasgow with your wife did not deliver the level of service you were expecting, particularly given the premium nature and cost of the Club Suite experience.
It’s lovely to hear that the junior onboard team made a positive impression and looked after you well throughout the journey. However, we’re disappointed to learn that other aspects of the service left you feeling undervalued and unwelcome.
We completely understand your frustration regarding the breakfast situation and, more importantly, how the communication around it was handled. While operational issues can unfortunately occur, we agree that this should always be accompanied by clear, polite, and empathetic customer service. We’re sorry that you were left feeling dismissed rather than genuinely cared for, especially on what should have been an exciting and memorable trip. If you have not already emailed us, please do at enquiry@sleeper.scot with details of your journey as you may be entitled to some compensation for the lack of a full breakfast service.
Your comments regarding attitude, communication, and the importance of customer-focused service have been shared with the relevant management team for review. We appreciate your balanced feedback and are sorry that this aspect overshadowed what was otherwise a comfortable journey.
Good service from staff despite the…
Good service from staff despite the club car not being available for breakfast. Room service was great!
19 May 2026
Reply from Caledonian Sleeper
Thank you for your feedback. We’re pleased to hear that our staff continued to provide good service despite the Club Car not being available for breakfast, and it’s great to know that the room service was a positive part of your journey.
We appreciate your understanding regarding the breakfast arrangements and thank you for taking the time to share your experience.
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