Please review this important information before your departure and follow the links provided for more detail. To review all our policies, please visit our Policy Centre.
Your safety is important to us, please view our Travel Safe page prior to travelling.
Please advise us in advance if you require assistance getting on or off the service, or during your journey. On the day of travel, please ask an Onboard team member for assistance.
At Brisbane railway station (Roma Street - Platform 10) there is a Customer Assistance Meeting Point located near the top of the stairs and travellator. Please visit our accessible travel page to learn more.
To check train arrival times, call our 24-hour arrivals information service on 1800 803 009 or visit our Service Updates page.
If you are checking in luggage and departing from an attended station, please be at the station 45-60 minutes before the train departure time (luggage check in closes 30 minutes before scheduled departure time).
If the station is unattended or you are not checking in any luggage, please be at the station ready to board 15 minutes before the train departure time.
We are not obliged to delay the departure of a train if you are late. To find out if your station will be attended, please visit our Find your station page.
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 on our website 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.
Ticket offices and luggage check-in facilities open one (1) hour prior to the trains scheduled departure time and close 30 minutes prior to the scheduled departure time.
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 and Economy Single Sleepers
- One (1) piece of checked luggage, up to 20kg each.
Business Seats/RailBeds/Twin and Single Sleepers
- Two (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 the Luggage policy on our website for more information.
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 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 connecting journey using Queensland Rail City Network service, on the day of travel only. This does not include the Airtrain service to or from Brisbane Airport, suburban buses or G:link light rail. To find a connecting journey, visit the TransLink website.
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.
We strongly recommend travel insurance to cover you for your journey with us.