​​Wheelchairs and mobility devices

I use a mobility device and would like to know what accessible facilities are provided onboard the train?

Depending on their dimensions, mobility devices can be stored on some of our services in accessible spaces within the passenger carriages (Tilt Train or Spirit of Queensland) or in the luggage car of other services (Spirit of the Outback, Westlander or Inlander).

A booking is required as space is limited. If you are travelling on the Tilt Train or Spirit of Queensland you may have the option of remaining in your device for the duration of the journey. 

Please view information on mobility device dimension limits at Accessible facilities by service or discuss with your travel consultant.

I have trouble walking and use a walking frame. Will I be able to do so onboard?

You may be able to use a walking frame or other mobility aid, depending on its size. Please visit Carriage Layouts for dimensions of our aisles, corridors and doors on our services to help you plan your journey.

I made a booking for myself in an accessible seat/RailBed with my carer/companion, but their name doesn’t appear on my ticket. How do I know where they will sit and where my mobility device will go?

Please visit our Carriage Layouts webpage and select your train. You will be able to see where you are seated and which seat has been allocated to your carer/companion as well as where your mobility device will go.

Deaf or Hard of Hearing

I am deaf or hard of hearing and want to know what onboard facilities or processes are in place to assist me?

The Tilt Trains and Spirit of Queensland provide captioning on all safety and information messages, lifestyle programmes and selected movies. 

Additionally, hearing loops have been installed and improved controls for headset sound clarity.

If you think you may require any assistance onboard, please view our Assistance available for details on how our team can help.

What is a hearing loop?

A hearing loop is an assistive listening system which can transmit sounds to the telecoil (a small coil of wire that is placed inside a hearing device) or to other types of hearing devices for people who don't wear hearing aids. Hearing loops are used in conjunction with a telecoil to help customers who are hard of hearing hear better in challenging listening situations. 

A hearing loop system is a wire placed aroun​​d an area, such as a room, a stage, or on a train or platform. When the hearing loop is turned on, customers are required to set their hearing device to the telecoil program. The telecoil will pick up the magnetic signal transmitted by the hearing loop and the hearing device will then convert it into sound which they will hear. 

One of the benefits of a hearing loop is that the transmitted signal fills the whole space, improving the sound quality. This is most beneficial when the source of the sound is some distance from the customer, or there is a background noise, such as on a train. 

The hearing loop system is currently available on most of our platforms and on the Tilt Trains and Spirit of Queensland services. 

For information on the facilities provided at each station across our long-distance network, please visit our Find your station page.

I am blind or have low vision and want to know what onboard facilities or processes in place to assist me?

All Tilt Train services, and Spirit of Queensland services have:

• High visibility handrails and grab handles on seats, aisle-ways and flooring in contrasting colours.
  
• Accessible signage provided throughout the carriages with raised text, clear colour contrasts, pictograms and Braille.
  
• Overhead lockers with raised numbers and Braille to assist you in identifying your seat location.

If you think you may require any assistance onboard, please view our Assistance available for details on how our team can help.

Guide, Hearing and Assistance Dogs and Assistance Animals

Can I travel on a long-distance service with my guide, hearing or assistance animal?

For the safety and comfort of all customers, animals are not permitted on any Queensland Rail Travel service except for guide, hearing or assistance animals.

Guide, hearing or assistance animals must be able to perform identifiable physical tasks or behaviours to assist the person in a way that reduces the person's need for support.

Approved guide, hearing and assistance animals will be carried free of charge on Queensland Rail Travel services and a booking is required.

Guide, hearing and assistance animals must be trained, and customers may be asked to produce evidence that the animal has been trained appropriately. In the absence of this, travel with the assistance animal may be removed. If you are unable to provide sufficient evidence that the animal has been trained, please discuss with your travel consultant.

For further information including how to book, please visit Guide, Hearing and Assistance Dogs and Assistance Animals.

My dog has been approved to start training as an assistance animal, but has not completed their training yet. Can I travel on your services with my dog to take them to training?

No. For a dog to travel on our services they must have undergone training through an approved training organisation and have been certified in accordance with the Guide, Hearing and Assistance Dogs Act 2009. Please visit Guide, Hearing and Assistance Dogs and Assistance Animals to learn more about our requirements including Documentation required for handlers/trainers and animal identification.

I require additional luggage to carry essential items for my dog on top of the luggage allowance. Is this possible?​​​

For customers travelling with an approved assistance animal, our luggage policy allows for one additional luggage item (up to 20kg maximum). This can be checked in or you can bring this as carry on luggage to allow for additional items required for travelling with an assistance animal. Note that our onboard team can only provide assistance with carrying small hand-held luggage up to 7kg maximum.

I require assistance with my medication on my journey, can onboard staff help me?

While the onboard team are trained in first aid procedures, they cannot provide assistance with giving injections or administering medication. Should you require this assistance, please arrange for someone to accompany you who can provide the assistance necessary. 

For storage of medication onboard it must be in a sealed container and clearly labelled with the customer’s name, contact phone number and carriage seat/RailBed/sleeper number. Container size to be less than 210mm long x 140mm wide x 75mm deep. For more information on travelling with medicines or medical equipment please visit Fit for travel.

I have a Queensland Resident Pension Concession Card and am using my rail entitlements. I will also be travelling with a carer, will my concession entitlements also cover them?

Carers aren’t covered under your Pensioner entitlements, however, an eligible carer can travel for free on our services when accompanying a customer with a disability who requires their assistance. The free carers seat/RailBed or Sleeper is always in the same travel option and near the customer being cared for.

Carer eligibility for free travel:

• If the customer requiring a carer holds a Companion Card, the card can be used to access carer's fares.
• If the customer is using Queensland Pensioner Rail Entitlements for their booking, they can provide a letter from a doctor which states there is requirement for a carer to travel with them. The letter allows access to carer's fares and will be valid for 2 years from the date of issue.

For more information, including how to book please visit Travelling with a Carer.

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