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Guest Experience Charter

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Guest Experience Charter Guest Experience Charter sleeper.scot 2 | CALEDONIAN SLEEPER GUEST EXPERIENCE CHARTER | 3 Contents 1. Who we are and what we do 1. Who we are and what we do 3 Caledonian Sleeper is a Scottish-based train- operating company. From Sunday to Friday every 2. The on board experience 8 week we run Caledonian Sleeper trains in each 3. Buying and amending your ticket 10 direction between Scotland and England, serving London, Glasgow, Edinburgh, Aberdeen, Inverness 4. Conditions of carriage 12 and Fort William, and 42 intermediate stations 5. Assistance 13 including Dundee and Perth in Scotland as well as Carlisle, Preston, Crewe and Watford Junction in 5.1 Our service to older and disabled guests 13 England. Our route map shows the main stations 5.2 Travelling with assistance dogs or at which we call but full details of our stops can domestic pets 14 be found on our website sleeper.scot. 5.3 Travelling with children 15 Our trains provide three types of accommodation: 6. Refunds 16 • First-Class (single occupancy room); 7. Compensation 18 Sole use of the air-conditioned, comfortable 8. Our arrangements for your wellbeing 26 room with single bed (65.5cmx190cm). In-cabin washbasin and hand towel. 8.1 Arrangements for people travelling alone 26 Priority access to the Lounge Car. 8.2 At the station 26 Inclusive breakfast, delivered to your room or served in the Lounge Car. 8.3 Travelling with cycles and luggage 30 Free use of showers at selected stations. 8.4 Firearms 31 Complimentary Arran Aromatics toiletries. Complimentary sleep kit. 9. Comments and complaints 32 10 Lost Property 34 • Standard Class (Shared occupancy room); Provides accommodation for up to two people 11. Guest Privacy Policy 35 with bunk beds (each 65.5cmx190cm). 11.1 Privacy Policy 35 Two people are permitted to book together and share a room but if you book on your own you may have to share a room with someone of the same sex. In-cabin washbasin, hand towel and soap. Complimentary sleep kit. Adjoining rooms available for families. Access to Lounge Car - subject to availability. Counter service available for food and drink. 4 | CALEDONIAN SLEEPER GUEST EXPERIENCE CHARTER | 5 • Seat; Tickets Reclining seat with tray table. Footrest. Below are the ticket types we accept on board: Individual reading light Complimentary sleep kit • Caledonian Sleeper tickets. Counter service available for food and drink. These are our Caledonian Sleeper Fixed Advance and Caledonian Sleeper Flexible tickets. They are only valid for travel on the Caledonian Our fares allow you to choose the price and Sleeper and include a reservation for your combination of ticket and accommodation you chosen type of accommodation. These tickets need. Whichever option you choose, we will offer great value for money if your journey is do everything we can to make your journey as entirely on our services. pleasant and comfortable as possible. Caledonian Sleeper Fixed Advance Our Fixed Advance tickets offer the best value fares. No changes or refunds are allowed. Available for Seated, Standard and First Class bookings. National Railcard discounts are available. Caledonian Sleeper Flexible Our Flexible tickets are fully refundable, with no administration fee, if requested by 12 noon two days before your scheduled arrival time at your destination. After this time, no refunds or amendments are allowed. Available for Seated, Standard and First Class bookings. National Railcard discounts are available. 6 | CALEDONIAN SLEEPER GUEST EXPERIENCE CHARTER | 7 • National Rail Anytime and Off Peak tickets, Route Map and BritRail passes These must be valid between stations served by the Caledonian Sleeper for part or all of your Stations complete rail journey. Fort William Inverness Aberdeen With these tickets or passes you can travel in Spean Bridge Carrbridge Stonehaven Caledonian Sleeper seated accommodation if Roy Bridge Aviemore Montrose Tulloch Kingussie Arbroath you make a reservation. For an additional Berth Corrour Newtonmore Carnoustie Supplement you can travel in a room, subject Rannoch Dalwhinnie Dundee Bridge of Orchy Blair Atholl Leuchars (for St Andrews) to availability and the terms of your ticket. The Upper Tyndrum Pitlochry Kirkcaldy class of room will be the same class as the ticket Crianlarich Dunkeld & Birnam Inverkeithing Ardlui Perth you hold. Arrochar & Tarbet Gleneagles Garelochhead Dunblane Helensburgh Upper Stirling The most up to date ticket and Berth Dumbarton Central Falkirk Grahamston Supplement prices, including details of how to Dalmuir Glasgow Queen Street book can be found on our website, sleeper.scot. Inverness Please see section 3 for how to buy and amend a Aberdeen ticket. Fort William Dundee Glasgow Edinburgh Motherwell Carstairs Carlisle Preston Crewe Watford Junction London Euston 8 | CALEDONIAN SLEEPER GUEST EXPERIENCE CHARTER | 9 2. The On Board Experience Our menu will always offer both gluten-free and vegetarian options. Guests in First Class Caledonian Sleeper is a unique UK train-operating will be able to reserve a meal before noon the company, focusing solely on running sleeper-car day before travel when booking via our website. services. To us, the Caledonian Sleeper is about Please contact our Guest Service Centre for more hospitality – and you are our guest. information (see section 9 for contact details). Our service promise to you combines what you All rooms are air-conditioned and non-smoking would expect of a quality hotel with the safe and (including e-cigarettes). We provide a cosy duvet, punctual journey of a high-performing long- bedside lighting, USB charging points, wash basin distance train operator. Our staff will do all they and, for each room guest, soap and hand towels. can to make your journey as enjoyable as possible All guests receive a sleep kit. There are separate male and to put you and your needs first. and female toilets at the end of each carriage. We have designed our on board service to Our seats are situated in comfortable air- provide you with flexibility and a choice of conditioned, non-smoking carriages. All of our accommodation, food and service. We offer a reclining seats have a tray table, footrest and number of accommodation options with rooms reading light. Choose to stretch your legs, buy or reclining seats. Our Scottish seasonal menu, drinks and snacks from the counter service, updated regularly, has many ingredients sourced read, or drift off to sleep until you arrive at your from Scottish suppliers and includes evening destination. meals, breakfast, snacks, hot and cold drinks and alcohol. You can find our menu onsleeper.scot . Our on board offer is shown below. Figure 1 Our on board offer First Class Standard Class Seat Sole use included Yes No No Interconnecting door Yes Yes No available Complimentary offer Hand towel, sleep kit and Arran Hand towel, sleep kit and soap Sleep kit Aromatics toiletries Morning tea or coffee Included Included Counter service available Breakfast Included but must be pre-booked with Extra cost and must be pre-booked Extra cost and must be pre- the On Board Host the evening of with the On Board Host the evening booked with the On Board departure of departure Host the evening of departure Evening Meal Extra cost but can be pre-booked. Extra cost. Dining in the Lounge Car Counter service available Priority in the Lounge is given to First is subject to space but a takeaway Class guests. service is available. Lounge car Available at all times Subject to space available Not available Buffet service including Available in Lounge Car Available in Lounge Car subject to Counter service available drinks and snacks availability. Counter service available. 10 | CALEDONIAN SLEEPER GUEST EXPERIENCE CHARTER | 11 3. Buying and changing your shower tickets for available journeys if you are ticket travelling in Standard Class, and pets (please see section 5.2 for more details). Booking direct also Buying a ticket for the Caledonian Sleeper has allows us to send you offers from time to time – never been easier. We have designed our website saving you even more. sleeper.scot and Guest Service Centre telesales facility to make planning your journey and buying If your plans change and you have a Flexible your ticket as simple as possible. You can print Caledonian Sleeper ticket, we would recommend your tickets yourself, collect them from a self- requesting a refund of your ticket and making a service ticket machine or get them delivered by new booking. Ifyou require a refund you must visit post. You can also buy tickets from many rail the same retailer from where you bought your station ticket offices. ticket. Please see Section 6 for details of refunds, including restrictions. National Rail Tickets If you have a National Rail ticket, you can purchase a supplement to travel on the Caledonian Sleeper on our website sleeper.scot, from our Guest Service Centre and from many rail station ticket offices. If your plans change, you will need to request a refund of your Caledonian Sleeper Berth Supplement and buy a new one. Please see section 6 for details of refunds, including any charges or restrictions. Caledonian Sleeper Tickets Dedicated Fixed and Flexible Caledonian Sleeper tickets, which include a reservation, are sold on a single (one way) journey basis. If you need a return simply buy one ticket for your outward and another for your return journey. Buying direct ensures you get the best price for your journey, and means you can pay for some items not available through other retailers, such as food when you buy a First Class ticket (other than breakfast which is included with First Class), 12 | CALEDONIAN SLEEPER GUEST EXPERIENCE CHARTER | 13 4. Conditions of carriage 5. Assistance This charter sets out our commitment to you and 5.1 Our service to older and disabled guests to raising our standards.
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