I travelled north on the Highland Sleeper (Inverness portion) last Monday evening. The overall experience was good, this being - as ever - owing to the friendly staff and good company in the form of fellow travellers, the physical facilities being much the same as ever.
A few things to note, some of which I have already mentioned in this thread:
1. The booking process was excellent, apart from the lack of ability to book a bike space through the sleeper.scot website, other than sending a message through the online contact form which initially fell foul of technical difficulties. Once I had uncovered an actual email address to send an email to, the response was prompt and, although an official bike reservation number was unable to be given (as previously), there was no problem in the carriage of my bike. Bit of a hassle, but OK in the end owing to my being proactive.
2. Departure at the time of booking was 1906, for a path via the ECML. On the day of departure, at 1200, I received what seems to be a standard courtesy email from the operator informing me of departure at 2006. It so happened that I had checked the timetable nearer the time, so I was informed of this change in advance. An email at the time that the train's schedule changes would have been better. No actual problem caused, a potential inconvenience in turning up an hour early, but OK again in the end owing to my being proactive.
3. The cabin was clean and neatly presented, the facilities all working well, apart from the heater which was too hot for me on it's lowest setting. In the morning, there was a not altogether pleasant smell that emerged as the train departed from each stop. Not sure what this was. Possibly the smell of breakfasts being microwaved, or potentially something less appetising?
4. Use of the Lounge Car. Before the trip I was concerned that I might not be able to use the this favourite hang out of mine during the evening owing to clear information on sleeper.scot underlining the priority given admitting First Class passengers to this facility. Staff in the ticket office at London Euston then said that First Class passengers only were admitted. On the platform, having deposited my bike, I enquired of one of the sleeper hosts who was very helpful in affirming the formal arrangements, but saying that tables were reserved for First Class passengers, and that I would be able to use any of the remaining space in the Lounge Car. In the end, access was no problem, and an enjoyable evening was spent in the company of staff and fellow passengers.
5. Food & drink. I personally like the new menu and very much enjoyed the "Clunes Lamb, new potato and mint casserole with spring greens" which was delicious, slightly more modest than an equivalent pub meal would have been at £9.50, but was of excellent quality - tender & tasty meat, good chunks of vegetables, delicious gravy. I would have liked a bread roll (or the like) with it to mop up the gravy at the end, and to fill things out a bit, but otherwise very good. Say 4/5.
The menu overall looks great to me. I appreciate the variety both of styles and prices: for example, in the range of beers you can still enjoy a tin of Deuchars IPA for little over £2 alongside more premium craft ales for quite a bit more. I would have happily taken breakfast in the Lounge Car had I not been alighting at Aviemore to meet my wife for breakfast.
The cardboard holders for the morning drinks are a great improvement. When paper bags were used, there was real potential for the cup of hot water to spill, and my wife was once burned in such an incident. It's a shame that actual tea is not served - I hold to the principle that good tea is the result of boiling water hitting the tea leaves. Nevertheless, the morning cuppa was OK. Shortbread a bit more airy than the more substantial, crumby (I mean this in a good way) former offering.
6. The staff were beautifully presented in their stylish new uniforms, and were ever helpful. They have clearly had to work hard to implement the changes the new franchisee have determined, but were keen to offer all their guests (First and Standard class) the same standard of hospitality as we have been used to. I cannot speak too highly of the service culture of this workforce, and I hope that their new employers treasure them and this quality. I appreciated a cuppa being brought to me in the night as I was coming down with a cold.
In conclusion, a good service, although there is room for improvement and these, of course, are early days and the learning process will be two-way for staff and managers.
Looking forward, I personally hope that affordable Standard class cabins and access to the Lounge Car is normally possible for Standard class passengers. On the Highland Sleeper in particular, the convivial atmosphere of the Lounge Car is what makes this journey so special for myself and many such travellers.
hock:
For starters they serve it on a proper plate, and north of the border 'Spoons still do their cooked breakfasts properly, with black pudding! 
How about a new standard measure for all new train designs - "rpm", or rashers per minute? 
