What is happening now?
The Caledonian Sleeper used to be part of the ScotRail franchise, but the Scottish Assembly decided that it would be delivered under a separate franchise agreement. In May 2013 Transport Scotland opened a competition to find an operator from April 2015. Bids were considered by Transport Scotland in early 2014 before the final decision was made.
Our role in the franchising process
We published our response to the consultation on rail services in Scotland, and put forward the views of passengers shown in our research. Having held discussions with all the shortlisted bidders during their bid development, we continued working with Serco on their policies and plans as they mobilised for the franchise.
Our ongoing work
Now the new franchise is in operation we continue to use our rail research to ensure that it has passenger priorities at its heart. We hold meetings to discuss performance, both on a regular and proactive basis and to react to any poor performance.
We continue our statutory role in helping passengers with their unresolved rail complaints. Where a passenger has been unable to resolve their complaint directly with Caledonian Sleeper we work with them to achieve a better outcome for the passenger. We use the information from these ‘appeal’ complaints to help Caledonian Sleeper understand the root causes of unresolved complaints and continuously improve the customer service they provide.
To view our National Rail Passenger Survey reports or to access these and our appeal complaints data through our Data Explorer tool, please click on the links below:
Transport Focus reports and publications
|February 2012||Passenger Focus response to Transport Scotland consultation ‘Rail 2014 – public consultation’|
Please also see relevant publications on the ScotRail franchise page