Disruptions policy

Disruptions policy

​​​​​​​​We are focused on doing everything we can to minimise the impact of a disruption on you and your journey.

While we try our best, we can’t guarantee our services will always go smoothly. Sometimes our services will be disrupted or cancelled and you will not be able to start, or continue, your journey.​

We are not liable for any additional costs (such as flights or accommodation) you incur if your service is disrupted or cancelled. For your protection and peace of mind, we strongly recommend you purchase travel insurance for your journey.

​Follow our tips regarding unpredictable weather awareness.​

​​To check train arrival times, as well as the most up-to-date disruption information, visit our Service Updates page.

We do what we can, but sometimes our services are disrupted and you won’t be able to board, or continue your journey

Disruptions prior to departure

​If we know about a disruption to your journey, we will try and advise you of this in advance of your journey and give you alternative travel options.

In this situation you have three options:

  1. Travel with us using the alternate transport provided (which may be a bus transfer). If you choose this option and we get you to your destination, you won’t get a reduction on your ticket price if you have purchased an Economy seat ticket.​

  2. ​​​If you have purchased a premium travel option such as a Business seat, RailBed or Sleeper and travel on the alternate transport provided, you may be offered a partial reduction on your ticket price.

    Our Customer Contact Team will contact customers to process any partial ticket price reductions using contact details provided when booking. This will generally occur post-travel.


  3. ​​​ Rebook travel to a different date, subject to availability. We will waive change fees.

  4. ​Cancel your booking. We will give you a full refund and waive any cancellation fees which we would otherwise charge. If you bought a ticket from a travel agent you should contact the agent to discuss their own ticket conditions.

We are not liable to you for any additional costs you incur for your journey because of the disruption. Travel insurance is strongly recommended.
If we know in advance, we will try to contact you to let you know about the disruption


You can choose to rebook on a different date, cancel, or use our alternative transport

Disruptions during your journey

If your journey is disrupted the onboard team will advise you of the alternative travel options available (which will often be a bus transfer).

In this situation you have two choices:

  1. ​Travel with us using the alternate transport provided (which may be a bus transfer). If you choose this option and we get you to your destination, you won’t get a reduction on your ticket price if you have purchased an Economy seat ticket.
    ​​​If you have purchased a premium travel option such as a Business seat, RailBed or Sleeper and travel on the alternate transport provided, you may be offered a partial reduction on your ticket price.​
    ​Our Customer Contact Team will contact customers to process any partial ticket price reductions using contact details provided when booking. this will generally occur post-travel.​

  2. ​Not accept the alternate transport provided and arrange your own alternate transport. As set out in our conditions of carriage, we are not liable to you for any additional costs you incur for your journey because of the disruption.

We are not liable to you for any additional costs you incur for your journey because of the disruption. Travel insurance is strongly recommended.




A disruption during your journey could mean that you don’t make it to your destination or you need to use alternative transport options

If you need details of disruption to our services to support a travel insurance claim please contact Queensland Rail Travel with details of your booking number, travel dates, customer names and your contact phone number or email address.

We will try to assist you if you need to make an insurance claim related to our disruption