Most internet browsers on your computer, tablet and mobile are compatible with the online booking service, however older internet browsers (i.e. Internet Explorer) may not be suitable.
If you are booking online without a concession, you do not need to create an account, although there are benefits to having one (see next question). It's important to note that if you have a concession (e.g. pensioners, seniors, veterans and employees) and are wishing to access concession fares online, you will need to create an account and register your concession identification with Queensland Rail Travel. Refer to the Concession bookings tab for more details. Contact us on
1300 131 722 to register concessions that require registration. Once the concession is registered to your name, you can make your own bookings online. For eligibility, please check
Eligible for concessions.
What are the benefits of having an online account?
If you have an online account with Queensland Rail Travel, there are several benefits for customers which include the following:
- When you make a new booking when logged into your online account, your details and emergency contact will autofill from your profile to save you time.
- You can update your phone contact or emergency contact details when you are logged into your account.
- Access to My bookings, allowing the lead passenger to view their future bookings, search for past bookings, then access bookings to download rail tickets, booking confirmations and tax invoices,
You can amend, upgrade or cancel your bookings and make multi-sector bookings. (Refer to Amend booking under the Manage an online booking tab to see what amendments are allowed online)
You will be able to pay for a Hold booking (created directly with our Customer Contact Centre).
I've used the filtering tools on the Booking search page and now I can't see my booking
Refresh the screen by logging out and logging back into your account and then click on My bookings.
How do I book multiple stops on my journey?
Multiple stops can be booked online using the ‘Add to Cart’ functionality for passengers not using a concession. For passengers using a concession to make multiple stops, please contact us for bookings. Visit our
Contact us page for ways to contact.
Can I book a Travel Pass online?
If you are a bona fide overseas visitor to Australia, including international visitors on working holiday and student visas, you can book a Travel Pass online if you have an online account. Refer to the How to manage an online booking tab for more details. For eligibility, please check
Travel Pass conditions.
What if a passenger in my group is using a concession and the other passengers are not?
To enable all passengers to receive the best price fare type for this scenario, make a separate booking for the passenger with no concession or contact us to accommodate the different concession and fare types on the one booking.
Call us on
1300 131 722 or email
How do I enter my concession card details to a booking?
When booking with a concession online for the first time, Queensland Rail Travel requires some concessions (e.g pensioners, seniors, veterans and employees) to be registered before an online booking can be made. Contact us on
1300 131 722 to register. Once the concession is registered to your name, you can make your own bookings online. Refer to the Concession bookings tab for more details. For eligibility, please check
Eligible for Concessions.
What luggage can I book online?
For standard luggage allowances, you do not need to add anything to your booking online. Excess luggage items cannot be added to bookings in advance of travel. For full details of our luggage policy including excess luggage, please go to
We allow online bookings of cargo items such as such as bicycles, surfboards/snowboards/water skis into luggage carriages for a fee subject to availability, but only on some of our services that have the space. A cargo icon will display for services that accept bicycles.
Specific information about cargo conditions of acceptance will display when the item type is selected. e.g. bicycle or surfboard.
For details on our policy of accepting these items please visit
Note: If booking more than one piece of cargo, the cargo availability may appear ‘Sold Out’ on the online booking system, so if you require to book more than one item of cargo such as bicycles, surfboards/snowboards/water skis, please enquire if this is available by contacting us on
1300 131 722.
What if my group of passengers want to travel in different travel options?
Separate bookings can be made for the different types of travel options or the ‘add to cart’ functionality can be used to separate these in the booking process.
What if I have a large group of passengers travelling together?
Please contact our Queensland Rail Travel Reservations Team to book large groups of passengers (15 passengers or over). This will ensure appropriate allocation of seating on the train for your group. Refer to Queensland Rail Group bookings for further information and the Queensland Rail Travel contact details.
Can I book an accessible seat/space and a carer seat through the online booking website?
Yes. You will be provided with specific accessibility information if you select an accessible seat.
We also recommend you review our online accessibility information by going to
All accessible seats come with a carer’s seat also. If you do not need the carer’s seat, please indicate this as you make your booking using the Special Request fields for that service.
If you are travelling with a mobility device, you will also be provided with the allowable dimensions for devices which vary depending on the service you have selected. You will be asked to acknowledge that your device fits within those dimensions.
If you make an accessible booking online, but are unsure about the requirements, you can request a call back from one of our consultants from the Booking Special Request by making the selection Other - Please call me after booking is made under the option of Select information you wish to advise our staff.
What if I require assistance to join or leave the train including setting up a ramp, guidance to the carriage entrance or my seat etc?
Through the online booking process, before you checkout, there is a Booking Special Request section, once expanded you can provide details regarding any assistance you require joining the service, during the journey and/or leaving the service at your destination. Alternatively contact us on
1300 131 722 and we'll assist you through the online booking process.
Can I add booking special requests to an existing booking?
If you have an account with Queensland Rail Travel, you can login to your account and your existing booking. Booking special requests can be viewed and added in the Passenger tab of your Booking summary.
Can I add cargo to an existing booking?
If you want to add cargo or extras to an existing booking, please call us on
1300 131 722.
Where do I find what facilities are available on the different trains?
General and accessible facilities on our services can be found by visiting
Carriage layout and
Tour our trains.
Can I download and show my ticket on my mobile phone at the station and on the service?
Yes, there is an option to download the ticket to your mobile device from the confirmation email sent to your nominated email address or you can view your ticket from My bookings if you have an online account.
How do I access my bookings and documentation online and what do I do if I have not received my confirmation email and/or ticket(s)?
If you have an account with Queensland Rail Travel, log into your account and either select the option in the Booking tile or access My bookings to view/download any documentation and/or tickets.
A Document Pending tile may appear while your documents are being prepared. Please check your default email as the documentation will be emailed to you and will be available to download the next time you log into your account.
If you have purchased your tickets as a guest and you did not receive an email with the booking confirmation and tickets from Queensland Rail Travel, we recommend checking your junk/spam mail. If you are still unable to find your documents please call us
1300 131 722 or email
Can I pay for a booking I’ve made directly with the Customer Contact team online?
If you have an online account, you can log into your account and pay for your booking online.
Please ensure you pay prior to the Hold/Option Booking expiry date and time or the booking will auto-cancel.
How do I refresh the Booking Summary screen if an error message appears or I’m waiting for my ticket to appear?
To refresh the screen as the session may have timed out, log out and log back into your account and access your booking again.
What happens if my departure time is changed, or my service has been cancelled?
For all disruptions to train services, you will be contacted via SMS to advise of the changes and if any additional information is required.
Please ensure your contact details provided including mobile phone number and email address have been entered correctly.
Note: Mobile number should also include the country code i.e. For Australian mobiles – start with 61, leave out the 0 at the front then enter the remaining numbers of the mobile e.g. 61401440042.
We also recommend customers call our 24-hour arrivals information service on 1800 803 009 to check train arrival times or visit our
Service Updates webpage.
How do I change or cancel my booking?
You can now make selected amendments and cancel your booking online from your customer profile if you have an online account.
Note: If you receive a message indicating an amendment cannot be made, please call
1300 131 722 during our business hours of 7am to 7pm (AEST), 7 days a week for assistance with changing or cancelling your booking.
What happens when I cancel my booking or a sector of my booking?
When you cancel either the whole booking or a sector of your booking, a message appears in the Booking Summary screen to advise that a Refund is Pending for this booking while the refund documentation is prepared. This should take up to 15 minutes and then documentation will be available for you to view/download. Your refund will appear in your account approximately 3-5 days later.
How do I cancel my booking on day of travel?
Contact our Queensland Rail Travel Customer Contact team on
1300 131 722, who can assist you with cancelling your service on the day of travel, cancellation fees may apply. Cancellations cannot be done through the Queensland Rail Travel online booking system at this stage.
If cancelling on the day of travel outside of our business hours please email to firstname.lastname@example.org.
How can I update my email address or mobile phone number?
You can update your mobile phone number for any correspondence in relation to bookings or tickets.
However, to update your email address you will need to call us on
1300 131 722 to discuss options.
Can I change a booking online for 1 person only if they are in a booking with others?
No, not all amendments are available online. If you want to change individual customers only, please call us on
1300 131 722.
Can I upgrade my booking online?
Yes, you can upgrade your booking online. If the same price type isn’t available, amend your booking using Change Service or please call us on
1300 131 722.
How do I find out more information about my Queensland Rail current or ex-employee 25 year pass for travel eligibility to make online bookings?
Call us on
1300 131 722, for information about booking online.