Serco for Sleeper

[DownSouth]

I note they are insisting on calling travellers "guests". Even more irritating than using "customers" as became the fashion with other operators some time ago.

What's wrong with "passengers"?!!

That one would be about catching up to sleeper services all around the rest of the world, including Serco's GSR subsidiary which runs The Ghan and the Indian-Pacific.

It's part of the 'hotel on wheels' concept.

 

[Johnuk123]

I note they are insisting on calling travellers "guests". Even more irritating than using "customers" as became the fashion with other operators some time ago.

What's wrong with "passengers"?!!

Nothing is wrong with "passengers" it's just trendy to change everything.

I heard a headmistress on the tv a week or 2 ago calling the schoolchildren her "clientbase".

 

[Bletchleyite]

I heard a headmistress on the tv a week or 2 ago calling the schoolchildren her "clientbase".

That's just garbage, as to me the client is the one paying. Thus the client of a State school is the local education authority.

Neil

 

[marks87]

That's just garbage, as to me the client is the one paying.

That's not the definition of "client".

But I suspect this could run very off-topic very quickly.

 

[38Cto15E]

BRX I agree with you on the Mallaig connections from Fort William, however if you can afford it there is The Jacobite which leaves Fort William about 20 mins after the sleeper train arrives.
Last night on TV they were showing Serco staff in some sort of immigration detention centre, I hope that the Highland Sleeper staff are not trained in the same way.

 

[BRX]

BRX I agree with you on the Mallaig connections from Fort William, however if you can afford it there is The Jacobite which leaves Fort William about 20 mins after the sleeper train arrives.

Yeah I've done that a couple of times but the problem apart from the cost is that if the sleeper is more than 20mins late you miss it and aren't going to get your money back, if you've booked a ticket! It's often full if you haven't prebooked...last time I bought a ticket at the last minute but was standing room only.

And of course it only runs in the summer.

A proper connecting service could potentially wait (within reason) for a late running sleeper and also, allow tickets to transfer to next scotrail service if the sleeper was too late to hold the connection.
--- old post above --- --- new post below ---

It's part of the 'hotel on wheels' concept.

I get the concept; I just think it's unnecessary to use the word "guest" everywhere to convey to people the idea that they are getting something more than an overnight megabus.

It also kind of suggests that the on-train accommodation is what the experience is all about, rather than making the journey itself. There's nothing very special about a hotel. You can go to a hotel anywhere. There is something very special about getting on in Euston and waking up to sunrise on the West Highland Line though. The passage from one to another is what it's all about and hence they shouldn't shy away from using the word "passenger"!

 

[rameses3]

Strangely, I managed to book a standard berth in a 3rd sleeper carriage to Fort William for May this year having previously booked out the first two sleeper carriages. Are they able to add an extra sleeper carriage to the Fort William portion?

 

[Bletchleyite]

Strangely, I managed to book a standard berth in a 3rd sleeper carriage to Fort William for May this year having previously booked out the first two sleeper carriages. Are they able to add an extra sleeper carriage to the Fort William portion?

At certain times of year they put an extra one on the FW portion at the expense of one from one of the other destinations.

Neil

 

[rameses3]

That would explain it, although I always wondered why they didn't have more berths/carriages considering the demand for the line.

 

[JonathanH]

That would explain it, although I always wondered why they didn't have more berths/carriages considering the demand for the line.

They have to balance out demand between the Aberdeen and Fort William portions as the destinations share a maximum of six sleeper carriages. If Fort William gets three, the Aberdeen portion can only have three.

 

[jopsuk]

to be able to run more carriages to Fort William would require a third departure from Euston

 

[Bodiddly]

It is more likely that there will be a third sleeper coach to FW from April onwards. The reason the Inverness portion has six mk3 sleepers is purely for maintenance reasons with the set rotating every 8 days so each 6x2 rake comes in for their A&B exams. With this work moving to Polmadie and Wembley there will no need for 6 mk3's to Inverness and you may see one being removed and added to the FW set.

 

[Altnabreac]

It is more likely that there will be a third sleeper coach to FW from April onwards. The reason the Inverness portion has six mk3 sleepers is purely for maintenance reasons with the set rotating every 8 weeks so each 6x2 rake comes in for their A&B exams. With this work moving to Polmadie and Wembley there will no need for 6 mk3's to Inverness and you may see one being removed and added to the FW set.

That's what I thought Bodiddly and especially once the new stock arrived in 2018.

However the Franchise Agreement seems to indicate sticking fairly rigidly to the current arrangement:

4. TRAIN REQUIREMENTS
4.1. Train Configuration
4.1.1. The Franchisee has identified five types of coach to operate the Passenger Services. These types of coach are classified as follows:

4.1.1.1. Sleeper Coach
4.1.1.2 Club Car
4.1.1.3 Seated Coach (including a luggage area and the guard’s accommodation area)
4.1.1.4 Pod Coach
4.1.1.5 Hybrid Coach

The defined term "Coach" shall mean any one of the above. The basic service pattern to be operated by the Franchisee requires the following configurations to be operated in each direction

Highland Sleeper

• Euston – Fort William 1 x Sleeper + 1 x Hybrid + (1 x Club Car + 1 x Seating Edinburgh – Fort William only)
• Euston – Inverness 4 x Sleeper + 1 x Club Car + 1 x Seating + 1 x Pod + 1 x Hybrid
• Euston – Aberdeen 2 x Sleeper + 1 x Club Car + 1 x Seating + 1 x Pod + 1 x Hybrid

Lowland Sleeper

• Euston – Edinburgh 4 x Sleeper + 1 x Club Car + 1 x Seating + 1 x Pod + 1 x Hybrid
• Euston – Glasgow 4 x Sleeper + 1 x Club Car + 1 x Seating + 1 x Pod + 1 x Hybrid

There is some flexibility to vary slightly according to seasonal demand or for special events but it looks like they don't intend to regularly strengthen the FW portion compared to the current provision.
--- old post above --- --- new post below ---

Ok, random question. Does the sleeper still carry shellfish from the Highlands to London, and will this continue under Serco? I saw it mentioned here and a couple of other places, although I don't know if that info is up to date (and there seems to be no mention in the franchise docs).

Seems a curious hangover from the past (although I'd love it to be true).

Is there a goods compartment built into the spec for the new stock? The one in the BUO at the moment is very roughly 16 cubic metres.

I've now found an explicit mention of this facility in the Franchise document. It is included in the Seated Sleeper Coach luggage area.

9.3.4 The Seated Coach shall have exterior windows fitted with blinds (which can be opened and closed) the dimensions of such windows
are indicated on the relevant Coach Layout.

The Seated Coach will incorporate a luggage/freight storage area of approximately 20% of the vehicles floor space. The storage area shall contain a cycle rack capable of safely and efficiently storing a minimum of 6 and a maximum of 9 bicycles and a luggage storage rack for up to 20 suitcases.

An area equivalent to 3 x cycles and the remainder of the storage area shall be set aside for the transportation of palletised freight, linen for use on the train or additional passenger baggage.

 

[87031]

don't understand how the solo occupancy price is more than 1st class?? why pay £218 over £174 its like they don't want people on them. On the Serco site there is no info on supplements with advance tickets or rovers etc.

Plus like someone else said all the seated accommodation is sold out on every train for the next year???

Does anyone have an idea how much supplements are for Solo and 1st class?

 

[Bletchleyite]

don't understand how the solo occupancy price is more than 1st class?? why pay £218 over £174 its like they don't want people on them. On the Serco site there is no info on supplements with advance tickets or rovers etc.

Arguably they don't want people buying Standard solo tickets because that uses up cabins that could have two people in them.

To me, though, the whole thing should be considered Standard, with accommodation categories instead more like a hotel than the two rigid classes. First Class ticketholders could gain some other kind of benefit if they have a First Anytime they are using, such as a discount on any berth fee. There would then be no need for solo Standard berths in and of themselves.

Neil

 

[bavvo]

don't understand how the solo occupancy price is more than 1st class?? why pay £218 over £174 its like they don't want people on them. On the Serco site there is no info on supplements with advance tickets or rovers etc.

Plus like someone else said all the seated accommodation is sold out on every train for the next year???

Does anyone have an idea how much supplements are for Solo and 1st class?

It seems to be only the FW seated section that is unavailable, which makes me think it is an error with their system, probably something to do with there not being a through seated coach to FW, passengers having to swap seats at Edinburgh. I dare say it will be fixed in time...
--- old post above --- --- new post below ---

Arguably they don't want people buying Standard solo tickets because that uses up cabins that could have two people in them.

To me, though, the whole thing should be considered Standard, with accommodation categories instead more like a hotel than the two rigid classes. First Class ticketholders could gain some other kind of benefit if they have a First Anytime they are using, such as a discount on any berth fee. There would then be no need for solo Standard berths in and of themselves.

Neil

I would agree with that. Could all so with being rationalised a bit better.
It seems if a couple want to share in first class they get two cabins even if they would rather share one together, and solo travellers get stung for more than first class. Doesn't seem a lot of point in trying to force solo travellers to share with a stranger when they will probably end up giving up and flying instead. I think the Cornish sleeper is definitely better in this respect.

 

[Bletchleyite]

It seems to be only the FW seated section that is unavailable, which makes me think it is an error with their system, probably something to do with there not being a through seated coach to FW, passengers having to swap seats at Edinburgh. I dare say it will be fixed in time...

In the meantime they should make the small change to stop it saying "sold out" when it isn't. Some people will be paying over the odds unnecessarily by feeling they have to book a berth when they would be satisfied with a seat.

Neil

 

[87031]

I have today managed to book a reservation on a sleeper with Serco.
They cannot (do not?) seem able to book a reservation only journey, ie, I have an all line rover, and do not need a ticket per se, just a berth in a cabin.

After many weeks trying with serco telesales (my details have been put on a 'intent to travel' list), but no firm booking.

I have seen an internal memo (courtesy of a travel journalist) that serco have no interest in passengers with the likes of rovers and britrail passes, and want all the revenue for themselves.

The staff at Northampton tried hard to book me a berth, but showed me the screen on their terminal, that said that it was not possible to book, but fortunately the travel centre at Euston managed to book me in.

Very sloppy practice from serco, can't see them lasting long in the sleeper business.

Funnily enough i sent them an email about supplements and they didn't even bother to reply. I take it you can book through a normal booking office instead??

 

[petegunstone]

Funnily enough i sent them an email about supplements and they didn't even bother to reply. I take it you can book through a normal booking office instead??

I sent them a message through their online contact forum to book a bike reservation a few weeks ago. I didn't hear back from them for a week, but then managed to find an email address - enquiry@sleeper.scot - which was replied to very promptly. The correspondent was apologetic about the lack of response through the online contact form, explained that there had been a problem with the messages not being sent through to them, and dealt with my request.

 

[dcd]

I used their contact form to ask about supplements for ALR users and got this reply

Good Evening

Thank you for your enquiry with us at Caledonian Sleeper.

We unfortunatley can not book Sleeper Supplements until we take over the franchise from First Scotrail on the 01st April 2015.
Please contact us if you have not herd anything from then.

Could do with a spell checker!!
And an English checker.

 

[marks87]

Gives a new meaning to cattle class.

 

[Bodiddly]

We can only assume that the poor quality of information coming from Serco is a contractual issue. No company in their right mind would be so evasive in answering queries intentionally.
With less than 2 weeks to go, the staff involved with the sleeper don't know what the hell is going on so I think you as passengers can expect some stonewalling!

 

[6Z09]

Getting a bit of movement now with todays Photo call in Inverness!!

 

[Monty]

Was quite surprised to see a Class 67 freshly repainted into the new Caledonian Sleeper livery plus branding since their continued use is supposedly a temporary measure. Still it looks nice and appears to suit all the traction it's currently been applied too.

 

[Clip]

We can only assume that the poor quality of information coming from Serco is a contractual issue. No company in their right mind would be so evasive in answering queries intentionally.
With less than 2 weeks to go, the staff involved with the sleeper don't know what the hell is going on so I think you as passengers can expect some stonewalling!

Ive said this before but yes. First currently run the sleeper so there is only so much Serco can do without stepping on first's toes and making them a little bit angry. And of course we don't know how much nor how little first are assisting with the lead up to change over

 

[marks87]

Was quite surprised to see a Class 67 freshly repainted into the new Caledonian Sleeper livery plus branding since their continued use is supposedly a temporary measure. Still it looks nice and appears to suit all the it's currently been applied too.

67004, according to the Caledonian Sleeper Twitter account.

 

[sprinterguy]

67004, according to the Caledonian Sleeper Twitter account.

And named "Cairn Gorm", on proper 'plates, too. If the 67s are still only supposed to be "temporary" measure within the new sleeper franchise, then they are certainly putting plenty of effort into their presentation.

See here:
http://www.heraldscotland.com/news/...irst-minister-as-serco-prepares-to-.121344942

It's good to see a loco fully branded now. I like the new branding, it's quite reserved.

 

[TrainsRule]

Hi everyone, I know there has been a lot of interest in the new Caledonian Sleeper Service. Figured this may be of interest.

Video of unveiling

Dream overhaul for iconic Sleeper service

First Minister Nicola Sturgeon today marked the launch of the new Caledonian Sleeper train franchise, which will see the cross-border overnight service transformed into a world-class rail hospitality experience.

Incoming operator Serco unveiled the new look of the service in Inverness, the home of the new Caledonian Sleeper franchise, at the city’s new Guest Service Centre.

Ms Sturgeon met with the award-winning Scottish design team who are creating the luxurious new interiors and uniforms for the passenger lounges and the new trains, and the staff who will turn the Caledonian Sleeper from a rail journey into a hotel on wheels.

She was also shown the service’s new White Stag branding which is set to become synonymous with a tourist rail experience to rival the best in the world.

Ms Sturgeon said:

“When the Scottish Government set the specification for the refranchising of the Caledonian Sleeper service, we were clear that it had to become so much more than a commuter rail trip for those travelling between Scotland and London.

“We knew that the routes through Scotland already offered a spectacular backdrop, but we wanted to see the journey become a destination in itself and take a larger tourism role in promoting Scotland.

“Serco’s plans promise to bring all of this, as well as provide benefits for the small and medium-sized Scottish businesses up and down the country who will be involved in supplying the new service. Their commitment to qualification-level training for staff and investment in the service for the next 15 years is also to be welcomed.

“A £150 million fleet of new Sleeper trains arrive in 2018, and passengers can begin to enjoy the new catering offering that will showcase the best of Scottish food and drink as soon as the new franchisee takes over the service from next week.”

The new Guest Service Centre for Caledonian Sleeper passengers, which was also opened by the First Minister at Inverness train station, created 20 quality new jobs for the city as well as safeguarding others.

The lounge facility features soft furnishings and shower facilities by Edinburgh-based Ian Smith Designs, a Scottish designer in the UK top 100 listed design companies, to welcome passengers on arrival. Staff on the new service will wear uniforms by award-winning Glasgow Fashion designer Alan Moore.

The contracts for the build of the 75 new state-of-the-art carriages, making up four new trains, were signed with manufacturer CAF last month and the design process is underway. They will offer four innovative ways to travel in comfort on the Sleeper service - Cradle Seats, Pod Flatbeds, Berths and En-Suite Berths, and will include a Brasserie style Club Car for dining.

Rupert Soames, Serco Group Chief Executive Officer, said:

“Today marks a new start for the Sleeper service, which we believe has huge potential. As a regular user of the service, I know that for business and pleasure it is both an efficient and an enjoyable way of travelling between London and Scotland, allowing you to have whole day’s extra work or play on each return visit.”

“Serco is well on the way to transforming the Sleeper into a superb service using our expertise of delivering high quality transport services around the world. From the 31 March our guests will see the service get better and better, with a new booking website, branding, uniforms and a menu that showcases the best in Scottish food and drink.”

 

[crewmeal]

What happened to the class 73's that are supposed to operate north of Edinburgh?

 

[38Cto15E]

I have just looked at the fares with a railcard for a Euston-Fort William trip in mid June. The standard twin is a bargain £54 for 2 people, £27 each, almost as good as a bargain berth.
Standard solo is £144 whilst first solo is £114.85????
I am not sure of the fare if only one passenger in a twin cabin has a railcard.

When looking at accomodation types for standard twin it says "Should you wish not to share a cabin you can pay a small supplement to give you sole use of the cabin"
If you go by the fares stated that small fee has to be £90, the difference between solo and twin.