Serco and the Caledonian Sleeper franchise

[whole diary]

[Brucey]

Does the new ticketing structure mean that a holder of a anytime/offpeak ticket can no longer buy a sleeper supplement?

[thetrout]

Except that, at the moment, you can't book further ahead than May 15th, as the timetable for after that has not been published yet. And, if you try to book later, it shows all accommodation as "fully booked" - which isn't helpful if you missed the bit about timetable validity.

I wonder how much of the time there will be 12 months of valid timetable to book against.

When I clicked the Book Online button, it took me to First Scot Rails' Website

[PhilWakely]

When I clicked the Book Online button, it took me to First Scot Rails' Website

to be fare (sic), the text states ...... Book the Sleeper   Our new and improved reservation system will begin in early 2015, but in the meantime travellers are able to book with the current operator.  (my emphasis)

[stuving]

When I clicked the Book Online button, it took me to First Scot Rails' Website

to be fare (sic), the text states ...... Book the Sleeper   Our new and improved reservation system will begin in early 2015, but in the meantime travellers are able to book with the current operator.  (my emphasis)

What? Where? Are you looking at an out-of-date one? What I see (following bignosemac's link) says:

You can book up to 12 months in advance of your travel date. For travel by Caledonian Sleeper before 1st April 2015, please book through the ScotRail website or call ScotRail

And it does take bookings, in its narrow date window of 1st April to 15th May 2015.

It also says - and this is just plain wrong, as I noted earlier -

Our service starts on April 1st 2015, but thanks to our 12 month booking window, you can already book tickets for January 2016 ^ meaning you can relax and look forward to your trip

[PhilWakely]

to be fare (sic), the text states ...... Book the Sleeper   Our new and improved reservation system will begin in early 2015, but in the meantime travellers are able to book with the current operator.  (my emphasis)

What? Where? Are you looking at an out-of-date one? What I see (following bignosemac's link) says:

You can book up to 12 months in advance of your travel date. For travel by Caledonian Sleeper before 1st April 2015, please book through the ScotRail website or call ScotRail

And it does take bookings, in its narrow date window of 1st April to 15th May 2015.

Point taken - I used the link quoted back at the top of the topic, rather than the later one by BNM.

[tomL]

Looking to take the sleeper for the first time up to Edinburgh in May..should be interesting to see how it goes.

I'm being quoted ~^93 for a first class berth with 16-24 railcard at the moment.

[bobm]

Had a right palaver trying to book berths on the Caledonian Sleeper.

I am travelling on three CS services in June while using an All Line Rover.

Their website tells you to call the "Guest Service Centre" if you want to book only a berth.  So I did.  After being in a queue for nearly four minutes I was given the option of leaving a number for them to call me.  However the call never came.

The website states the lines are open to midnight.  I phoned again at 9pm to get a message saying they closed at 8.30pm.  So back to the website, I emailed them and explained all the above and asked them to call me before noon the following day.

Still no call, so I rang again and finally got through to someone who told me they couldn't yet book berths only and was I near a station because they would be able to do it for me.  She was, at least, able to check there were berths available on the nights I wanted. 

So off to the station I go.  The first booking clerk wasn't sure how to do sleeper bookings but quickly handed over to a colleague who was able to book my three berths.

Any new operation is bound to have teething problems but there do seem to be some fairly basic errors with the website.

[autotank]

Can anyone clarify what traction is being used at the moment and what the plan is over the next 12-18 months - heard lots of conflicting reports/plans! Will 47's be used this summer? Might tempt me to take a trip to the Highlands!

[Rhydgaled]

Will 47's be used this summer? Might tempt me to take a trip to the Highlands!

I was tempted too, but then I saw a photo of a class 67 in the new Serco Caledonian Sleeper livery which I queried on WNXX^▸ (Stored Unserviceable, Mainline Locos HQ All Classes). The response was the use of 47s as an interim solution was abandoned (due to driver traction/route knowledge if I recall correctly) and it will continue to be class 67s for now until the class 73s arrive.

[Tim]

Drink it how you like, I say.

I agree with that sentiment,  But I was annoyed to discover that my wife had been using Highland Park in a homemade honey and lemon-based cold remedy.

I now make sure that we have some "Glen Morrisons" in the house for that sort of things so she doesn't have to use the good stuff.

[JayMac]

Oh, I dunno. A single malt hot toddy is much more agreeable than one made with supermarket blended whisky.

[tomL]

Someone wasn't paying attention this week.

Just received my sleeper tickets in the post and they are in someone else's name and for a different journey.

I've contacted Serco and am awaiting a response. Although I'm not sure if they are the party that handles the ticket orders? 

[bobm]

Had a right palaver trying to book berths on the Caledonian Sleeper.

I am travelling on three CS services in June while using an All Line Rover.

Their website tells you to call the "Guest Service Centre" if you want to book only a berth.  So I did.  After being in a queue for nearly four minutes I was given the option of leaving a number for them to call me.  However the call never came.

The website states the lines are open to midnight.  I phoned again at 9pm to get a message saying they closed at 8.30pm.  So back to the website, I emailed them and explained all the above and asked them to call me before noon the following day.

Still no call, so I rang again and finally got through to someone who told me they couldn't yet book berths only and was I near a station because they would be able to do it for me.  She was, at least, able to check there were berths available on the nights I wanted. 

So off to the station I go.  The first booking clerk wasn't sure how to do sleeper bookings but quickly handed over to a colleague who was able to book my three berths.

Any new operation is bound to have teething problems but there do seem to be some fairly basic errors with the website.

Well it seems their Customer Services are no better.

I wrote to them explaining the problems I had.

I have just received in the post a seven line, undated, reply which opens with the words "Thank you for taking to time to write and tell us about your experiences on The Caledonian Sleeper."  As my letter clearly stated I am travelling at next month and my letter related to the problems I had booking - I have yet to travel.

However the good news (!) is, my comments have been passed to the "Guest Experience Department"

Oh and they spelt my name wrong....

[tomL]

Up to Edinburgh tonight and back on Friday. Should be interesting how it goes. 

[trainer]

Well it seems their Customer Services are no better.
...
However the good news (!) is, my comments have been passed to the "Guest Experience Department"

Is there no end to the hours spent on the semantic disguise of poor service?  More time and money should be spent on providing attention to the detail of a complaint rather than on meetings making up risible titles.  Some people don't seem to understand that the tv programme W1A is a satire of, not a template for, business.