Disruptions

Disruptions

Disruptions

The following policy applies to Queensland Rail Travel rail services only.

Disruptions to services may result from operational and maintenance requirements, which may be either planned or unplanned.

​During Queensland's wet season months, usually October to March, Queensland Rail Travel services can experience delays and disruptions.  However, you should be aware that disruptions are not limited to the wet season months, and may occur at any time of the year.

All disruptions will be advised to customers as soon as practical and details can be viewed on the Service Updates page. We strongly recommend travel insurance at the time of booking. Ask us or your travel agent for more details.

Customers who have purchased holiday packages with Queensland Rail Travel are advised accommodation, touring and air providers may charge additional fees which can be up to 100% of monies paid.


Customers will be advised of the alternate arrangements that will be provided by Queensland Rail Travel i.e. primarily coach transport.

We make every effort to contact you prior to your departure - this policy would still apply in the instance that Queensland Rail Travel has been unable to contact you prior to arriving at the departure station.

Customers have the following choices:

  1. Travel with us using the alternate transport provided - no refund applies
  2. Rebook travel to a different date without paying change fees even if the ticket is a special rail fare
  3. Cancel and obtain a refund (no Queensland Rail Travel cancellation fees are charged). Customers with tickets paid at a travel agent will be referred to contact their agent for refund requests.

If a customer pays for their own alternate arrangements, Queensland Rail Travel is not responsible for any additional expenses incurred.

Customers will be advised by the onboard staff of the alternate transport that Queensland Rail Travel will provide to get them to their destination i.e. primarily coach transport.

Customers have the following choices:

  1. Take up on the provided transport - no refund applies
  2. Not accept the alternate transport provided by Queensland Rail Travel and arrange their own alternate transport.

If a customer pays for their own alternate arrangements, Queensland Rail Travel is not responsible for any additional expenses incurred.

Exceptions and/or amendments to this policy will be documented in the disruption notice distributed to Queensland Rail Travel staff and advised to customers as required.

 

Details of disruptions of Queensland Rail Travel services to support travel insurance claims can be provided on request by contacting Queensland Rail Travel with details of your booking number, travel dates, customer names and your contact phone number or email address.

Policy Centre​​​​