Back on topic, I sent this email to CS yesterday:
I would like to make comments on two recent journeys with Caledonian Sleeper, in the hope that they may prompt you to make improvements for passengers. I’m not looking for compensation, just that my comments are read, acknowledged and acted upon.
On 17th November I travelled from Euston to Edinburgh. On arrival at Edinburgh I tried to use the en suite toilet and shower but found there was no power to operate them. I spoke to an attendant who told me that the locomotive is now removed as soon as the train arrives in Edinburgh so there is then no power. I appreciate that this may be operationally necessary but suggest that it would be helpful to advise passengers in advance, so that they know not to rely on the train’s facilities once it has arrived in Edinburgh. I had to pay £5 to use a shower on the station.
On 18th December I travelled from Euston to Fort William, returning on the 19th. There was no hot water in my berth (F5) and the air conditioning did not appear to be working. I reported this to a member of train staff who simply advised me contact Customer Services for compensation. I am not asking for compensation but for improved service in order to reduce instances of such faults. If specific faults reported by customers are not acted on then how will they be rectified? I had booked the same berth for my return journey and the same were faults apparent. Had I realised there were many spare berths I would have asked to be moved but would suggest that had my report of the fault been noted in the morning I should have been offered an alternative berth anyway.
I appreciate that there will be occasional faults, particularly with new trains, but question how these can be promptly rectified if there is no system for reporting them. May I suggest that a comments card is left in each berth so that passengers can report any faults. This can include things such as annoying rattles that are probably only apparent when the train is in motion.
Obviously I got the standard, we're busy & will respond within 20 working days reply, but I do hope they take note. A lot of the issues recently have been outside of their direct control but they should be able to improve communication and rectification of faults.