Day of Travel Important Information

Day of Travel Important Information

​​​​​​This is a summary of the important detail you need to know before your departure. Please review the information and visit the links provided. To check all of our policies in detail ​please visit our Policy Centre.

Onboard safety

Your safety is important to us. Please review the information on our Safety page prior to travelling.

Assistance requirements

Please advise if you require assistance getting on or off the service, or during your journey. On the day of travel if you need assistance boarding, please approach an Onboard team member.

At Platform 10, Roma St Station, Brisbane there is a Customer Assistance Meeting Point located near the top of the stairs and travellator. Please visit our Accessibility page to learn more.

Departure and disruptions information

To check train arrival times, call our 24-hour arrivals information service on 1800 803 009. Disruptions information is provided on our Service Updates page. Disruption information will be advised as soon as possible, generally as an SMS to the mobile number provided when booking. 

Please review the Disruptions policy for further information.

Ticket collection and luggage check in and allowances

We accept downloaded digital tickets on your device (phone or tablet). Printing is not required.

Attended stations: ticket offices and luggage check in facilities open one hour prior to the trains scheduled departure time and close 30 minutes prior to the scheduled departure time.

Unattended stations: the Onboard team will assist with checking luggage in upon train arrival and they will also take payment for any unpaid tickets.

For station facilities including attended/unattended information, visit Find your station.

Economy Seats/Economy Single Sleepers – 1 piece of checked luggage, up to 20kg each

Business Seats/RailBeds/Twin and Single Sleepers – 2 pieces of checked luggage, up to 20kg each

Total dimensions for each piece must not exceed 180cm. 

All luggage must be individually labelled, with the owner’s name and phone number. Please review our Luggage policy.

Onboard payments

Queensland Rail Travel accepts both cash and EFTPOS payment options on board its long-distance trains (Note: Our Travel Centres and station ticket offices remain cashless).

EFTPOS transactions accepted includes MasterCard; Visa credit and debit cards; American Express (AMEX); JCB and a wide range of debit cards.

Note: due to intermittent connectivity your physical card is required to be swiped or inserted (tap and pay payment methods are not accepted).

Concession cards

Concession cards used to purchase discounted tickets must be carried whilst travelling for presentation to the Onboard team and Authorised Officers on request.

City network connections

Your rail ticket is valid for a complimentary same day connecting journey on a Queensland Rail City network service to or from your long-distance service. To find a connecting journey visit the TransLink website. This excludes the Brisbane Airport Airtrain and G:link (Gold Coast light rail).

Connections Policy

We cannot guarantee connections with other transport companies and are not responsible for any costs or expenses associated with missed connections. Please view our Connections policy.

Changes and cancellations

You may request a refund or rebook your rail travel to another without charge. For Queensland Pensioner entitlement tickets, the administration fee is non-refundable.

Booking Conditions and Conditions of Carriage

For full information about Queensland Rail Travel Booking Conditions, Conditions of Carriage and related polices please visit our Policy Centre page.

Travel insurance

We strongly recommend travel insurance to cover you for your journey with us.