Online Booking Help

Online Booking Help

​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​Welcome to the Queensland Rail Travel online booking system.​

This guide is designed to assist customers with using our online booking system.

If you need assistance with your booking, please complete our Booking enquiry/request form, call our Customer Contact Centre or visit one of our Travel Centres for more information.

  Phone 1300 131 722 from 7am to 7pm (AEST), seven days a week (excluding C​hristmas Day) for assistance with an online booking.

Bookings are currently open for travel until 31 March 2027. Book Online now.​

​

The following services and products are available to be booked online:

  • Spirit of Queensland (Brisbane to Cairns)
  • Tilt Train (Brisbane to Rockhampton)
  • Spirit of the Outback (Brisbane to Longreach)
  • Westlander (Brisbane to Charleville)
  • Inlander (Townsville to Mount Isa)
  • Travel Passes – Queensland Explorer Pass and Queensland Coastal Pass

Online bookings close 1 hour prior to departure of the service from it's origin station. For example, if the service departs Brisbane at 11am, online bookings close for all journeys on this service at 10am.

If you receive a No Results Found message for a Rail Search for a service operating that day, please phone our Customer Contact Centre for booking enquiries on 1300 131 722​ from 7am to 7pm, seven days a week.

To see the list of concessions that can be booked online please refer to the Concession bookings tab, here you can also find out what concessions require registration first.

If you create an online account with us, your customer profile will provide access to My bookings, where you can view your future bookings, download your travel documents, amend and cancel your existing f​uture bookings. 

Before making an online booking, have the following available:

  • your email address to send the confirmation email and rail tickets.
  • your credit card details (we accept Visa and Mastercard).
  • your concession identification. Note: To book concession fares (e.g. pensioners, seniors, veterans and employees) online for the first time, you need to create an account online then call us on 1300 131 722 to register your concession. 

Once the concession is registered to your name, you can make your own bookings online. For eligibility, please check Eligible for concessions​.​

The following amendments can be made to your booking if you are logged into your online account:​

  • change booking journey (to/from stations).
  • change booking date.
  • add or change a booking concession.
  • upgrade or add cargo to your booking.
  • cancel departure (some restrictions may apply).

Certain amendments may not be available to action online. 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), seven days a week for assistance with your booking.​

Sign in to your account

If you already have a Queensland Rail Travel account, you can sign in any time.

How do I log in?

  1. From the Queensland Rail Travel header bar, select Login.
  2. Enter your email address and password.
  3. If you have set up two-step customer account security, complete the identity check using your chosen method:
    • ​Authenticator app (Microsoft Authenticator or Google Authenticator): open the app and enter the 6-digit code
    • SMS: enter the 6-digit code sent to your mobile
    • Email: enter the 6-digit code sent to your inbox
  4. Select Login to access your account.

If you haven’t enabled additional customer account security, you can still log in using your email and password. You can add the extra security to your account any time from Profile Settings > Two-step sign-in.​

Create a new account

  1. From the Queensland Rail Travel header bar click Create account.
  2. Select your title from the dropdown list.
  3. Enter your first and last name.
  4. Enter your email address.
    • ​Once the email link has been verified, the email address used here is then linked to the profile and will always be the email address used for your login.
    • The same email address cannot be used for another account creation login.
  5. Select Create account. A confirmation message will appear with instructions to check your email.
  6. Open the email we send and click the activation link to set your password.​
  7. Create a password that meets the following requirements:
    • ​​​​Minimum 12 characters.
    • Contains six different characters.
    • Includes one uppercase, one lowercase, one number and one non-alphanumeric character.
  8. Return to the Queensland Rail login screen.
  9. Enter your email address and the password generated above.
  10. Click Login.

Enable two-step account security in Profile settings (optional)​

You will be offered three options for the additional account security check:

  • Authenticator app (Microsoft Authenticator or Google Authenticator)
  • SMS (6-digit code sent to your mobile)
  • Email (6-digit code sent to your inbox)

Authenticator App

Use Microsoft Authenticator or Google Authenticator.

  • Scan the QR code shown on the screen.
  • Enter the 6-digit code from your app.

​SMS

  • Enter your country code and mobile number.
  • Enter the 6-digit code sent to your mobile.

Email​​

  • Enter the 6-digit code sent to your registered email address.

If you decide to use this extra account security option later, you can set it up from Profile Settings > Two-step sign-in.

Booking concession fares for the first time​

If you are a pensioner, senior, veteran or employee booking concession fares online for the first time, you must:

  • Create an account online, then
  • Call us on 1300 131 722 to register your concession.

For more details, refer to the Concession bookings tab.

Benefits of Queensland Rail Travel online customer accounts​

Having an account gives you access to helpful booking tools and personalised features:

  • Faster bookings: Your personal details and emergency contact information auto fill when logged in.
  • Update your details anytime: While making a booking, you can update your phone or emergency contact details on the Passenger Details screen (these changes will save to your profile).
  • Access to My bookings:
    • View and manage upcoming trips
    • Locate past bookings
    • Download tickets, confirmations and tax invoices
    • Amend, upgrade or cancel bookings (see How to manage an online booking tab)
    • Make multi sector bookings
    • Pay for Hold bookings created through our Customer Contact Centre.

Passwords for accounts​​

When you request a password reset you will receive an email with a subject heading Queensland Rail password reset request from the mailbox  reservations@qr.com.au. 

Click the link and complete the Reset password form. Password rules will be displayed on the screen so you can create a valid new password.

If you have two-step customer account security enabled, complete the additional check.​


Se​arch for services ​​and fares​​

  1. Select one way or return.
  2. Select your leaving from and going to stations.
  3. Select your departure date.
  4. Select the return date, if required.
  5. Enter the number of adults and children travelling.
  6. Select the children’s ages from the dropdown arrow if applicable and click Done.
  7. Select any concessions/Travel Passes you are eligible for, against each adult/child if applicable. For example: QLD pensioner - entitlements, senior - QLD State Government, Queensland pensioner dependent child and click Done.

    8. To book concession fares (e.g. pensioners, seniors, veterans and employees) online for the first time, you need to create an account online then call us on 1300 131 722 to register your concession.​

    Most concessions require registration prior to booking online for the first time. See our Concession bookings tab for more information.

    Click on the information iconAdditional informationnext to each concession to view information about each concession or refer to the Concession bookings tab for more information.

  8. ​​Click Search to view the outbound service details.

Select services​

  1. Service information will display including departure and arrival date and time and the duration of travel journey time. It will also display if there is a cargo option on the service such as bicycles.
  2. Only select the <Prev or Next> buttons to view other service dates and times.
  3. To view the price type and fares, click Select next to the service. Select the price type required to proceed. Alternatively, scroll up to search box and re-enter the search criteria to view other services.
  4. The classes of travel will display for the price type selected (Select option). Information about the conditions of the price type selected can be viewed by selecting the information iconAdditional informationnext to the price type. Information on the classes of travel on each train can be found by selecting the Travel options​ link. Select the class of travel you require that is showing as available.

    5. Note: Accessible seating is only available on some services. Assistance animal spaces are available on all services. When these options are selected, information will be displayed about the purpose of these travel options. Information on accessibility on our services can be found by selecting the Accessible travel information link.

  5. Select available cargo options if required. Specific information abou​​t cargo conditions of acceptance will display when the item is selected e.g bicycle or surfboard.

    6. ​Note: Accessible and assistance animal options, and some cargo options will require some booking special requests questions to be answered.

  6. Click Next. Note: View price/fare type information, by clicking the information (i) icon next to the service selected.​
  7. ​Specific seat selection for online bookings is not available and seating locations are automatically allocated based on availability and system rules. Your allocation will be displayed in blue, click done.

    Note: You may need to scroll across to see your allocated seat location on the seating map. The seating map is a view-only diagram, and you cannot change your seating location online. Follow the same steps for the return journey if required.

  8. ​Select Add to cart to return to the rail search to add more journeys using similar steps to above, or Checkout to finalise the booking.

    9. Note: a maximum of 5 sectors or products can be added to the cart.

Note: If you are an account holder and have already logged in, the Adult 1 details will be entered automatically. If you are an existing customer with an account, click Returning customer? Sign in here then enter your email address, password, and login.

Alternatively, if you do not have an account, you can create a new account by selecting Create account/login at the top of the screen.

Checkout​

  1. The lead passenger details (Adult 1) are auto-filled if they are logged into their account. 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. 61400440044.
  2. Click the + to enter the emergency contact details (this contact should not be travelling with you).
  3. To advise the Onboard team of any assistance or requirements you may need, please select from the Booking special request section if required (e.g. assistance required such as ramp placements, accessibility or allergy information etc). These requests apply to all journeys on the itinerary.
  4. If applicable for the travel option selected, Special requests information for specific service/journey will need to be provided (e.g confirming your mobility device meets our allowable dimensions for that service or confirming assistance animal details.
  5. Repeat the above step for each of the additional passengers where applicable. Note: For any other special requests or further information, complete our Booking enquiry/request form.
  6. Click View details to review the booking information selected for the travel. Note: Service search details can be changed by clicking the Change service link.
  7. If you are booking a concession fare, add your concession number and select Verify.

    8. Note: The concession number (e.g. pensioners, seniors, veterans and employees) must be registered by us. Call us on 1300 131 722 to validate your concession for the first time booking online. Refer to the Concession bookings tab for more details.

  8. Confirm the acceptance of Queensland Rail's Terms and Conditions after reading them and click Confirm booking.
  9. Enter your credit card details. Queensland Rail accepts the following credit cards - Visa and Mastercard
  10. Click Next and follow the prompts.

    11. Note: Price and seat selection are only held for 10 minutes.

    Click Pay to process the payment.

  11. Please don’t close your session while the message "Issuing tickets. Please wait and do not close the screen” is displayed or you won’t receive tickets.
  12. The booking confirmation as well as the rail ticket(s) will be sent separately to your nominated e-mail address.
  13. These documents include links to Day of travel important information and booking conditions. This information can also be viewed by visiting our Policy Centre. To ensure delivery, add reservations@qr.com.au to your contacts or address book. If you don't receive the email in your inbox, please check your spam or junk mail folders.
  14. Print the rail ticket/s that has been emailed to you and carry it throughout your journey. Alternatively, download your ticket to your mobile device and show it upon request to the Onboard team.
  15. Please remember that concession cards used to purchase discounted tickets must be carried whilst travelling for presentation to the Onboard team and Authorised Officers on request.​​​

Access to travel​​ documents​ for account holders​

  1. To view/download your ticket/s and confirmation, once logged in, select an option in the booking tile or select My bookings from the top menu.​
  2. Select the booking from the booking search results field or enter your booking details into the booking search fields.
  3. Once selected, the Booking summary screen will appear.
  4. Select the documents tab which includes all tickets/confirmations issued for your booking, with the most recent displayed at the bottom of the screen. To view your documents from the most recent at the top of the screen, select the up and down arrow beside 'Date'.

    5. Note: If the Document Pending tile displays instead of the Download option, your document has been processed and sent to your nominated email address and will be available to download when you next log into your account.

​Travel Passes​

Booking a Travel Pass involves a two-step process where the pass must be purchased first and then a booking can be created for the individual travel sectors.

  1. Select Travel Passes from the top menu bar.
  2. Login to your online account or create account.
  3. You may be offered the option to set up an additional security check for accessing your account using SMS, Email or an authenticator app.​
  4. Add adult for each additional pass required.
  5. Select a Travel Pass from the drop-down menu for each adult.
  6. Select Book pass.
  7. The lead passenger’s details will pre-populate on the checkout screen. Add in the additional passenger details.
  8. Select Confirm booking and pay for the Travel Passes.
  9. Once payment is successful, you will be emailed the booking confirmation which includes the concession/Travel Pass number for each passenger.
  10. The booking confirmation can also be downloaded from the booking summary. Follow the steps in the guest account holders section above.
  11. Select Rail search and select the Rail pass to the concession/pass type for each adult.
  12. Follow the process above to ‘select services’.
  13. In the checkout screen, enter the Travel Pass concession number for all passengers in the Travel Pass concession field.
  14. Select Verify for each Travel Pass concession.
  15. Select Confirm booking.

​Purchasing a second Travel pass online​

You may purchase an additional travel pass of the same type once the original travel pass has expired, as long they still meet the eligibility for this type of pass. Additional passes are not available online, please call us on 1300 131 722 to purchase the new travel pass using the existing profile. Once the new pass is purchased, bookings can then be made online.

​Cancel booking​

  1. Log into your online account and select an option in the Booking tile or select My bookings from the top menu.
  2. Select the booking from the booking search results field or enter your booking details into the booking search fields.
  3. Once selected, the Booking summary screen will appear.
  4. Select the Cancel booking tile to cancel the entire booking.
  5. If the booking can't be cancelled online, you will be prompted with a message to contact us regarding the booking cancellation. 
  6. If the booking can be cancelled online, a booking cancellation option will display, click Cancel booking to proceed or return to the booking. The total refund amount will display and refunds can take between 3-5 business days.

    7. 'A Refund is pending for this booking' message will appear now in your booking summary.

    If required, a cancellation notification can been viewed or downloaded from the Document tab.

Amend booking​

If you have an online account, you may be able to amend your booking.

  1. Log into your online account and select an option in the Booking tile or select My bookings from the top menu.
  2. Select the booking from the booking search results field or enter your booking details into the booking search fields.
  3. Once selected, the Booking summary screen will appear.
  4. If an amend option appears beside the journey line, you may be able to amend your booking online.

    5. The amendment options displayed include:

    • Change service
      • amend the from/to station
      • amend the date or time of travel
      • add/change the concession
      • add cargo (bicycles/surfboards) with a new or rebooked travel sector
    • Upgrades and extras (if available)
      • upgrade the option booked
    • ​Cancel service*
      • cancel a booked option

        • *Restrictions apply on which bookings can be cancelled.

  5. ​Select the required amendment option and then continue to follow the prompts.
  6. If an amendment is made to a booking resulting in a refund, the ‘Refund is pending for this booking’ banner will display on the booking summary.

    7. Note: No further amendments are permitted to your booking during this time while the refund is being processed in the system. It can take up to 10-15 mins to process the transaction in the system and refunds can take between 3-5 business days.

  7. Certain amendments may not be available to action online. If an amendment option is not permitted, the option will show as greyed out or you may be presented with a message prompting you to call us on 1300 131 722 to make the amendment to your booking.

A range of concession types are available on our online booking system.​

The list can be viewed by selecting Book Now​; then from the Rail Search screen, click on the concession drop down list and scroll down to view the full list available online.

Concessions available to book online:

  • Queensland Pensioner entitlements
  • Queensland Pensioner dependent child
  • Queensland Pensioner half fare
  • Pensioner other Australian State/Territory
  • Senior Queensland State Government
  • Senior Australia State Government
  • ​Senior other (any other type of Australian or international seniors card or seniors association membership)​
  • Veteran TPI/EDA Queensland
  • Student full time
  • Backpacker international
  • Queensland Rail ex-employee/partner 25 year pass
  • Queensland Rail current employee/partner 25 year pass

Booking concession fares for the first time​

If you are a pensioner, senior, veteran or employee booking concession fares online for the first time, you must:

  • Create an account online, then 
  • Call us on 1300 131 722 to register your concession. 

Once the concession is registered to your account, you can make your own bookings online.​

Registered concessions list:​

  • Queensland Pensioner entitlements
  • Queensland Pensioner dependent child
  • Queensland Pensioner half fare
  • Senior Queensland State Government
  • Senior Australia State Government
  • Veteran TPI/EDA Queensland
  • Queensland Rail ex-employee/partner 25 year pass​
  • Queensland Rail current employee/partner 25 year pass​

For concession eligibility, please view our Eligible for Concessions​ information on our website.

For all other concession types that aren’t available online, please call 1300 131 722 from 7am to 7pm (AEST), seven days a week (excluding Christmas Day) or submit a Booking enquiry/request form.

Key steps when making a concession booking online:​

  1. Log into your online account
  2. On the Rail search page – add in the search criteria and the number of passengers then select the type of concession being used for each customer. Then select Done and Search.​
    Note: Click the information iconAdditional informationnext to each concession for important information.​​​​​​Booking screen showing concession type fields. ​​
  3. Select your train service and price type​
  4. Select your travel option and then Next
  5. View your seats in the diagram. Select Done.
  6. Select Add to cart to return to the rail search to add more journeys using similar steps to above or Checkout to finalise the booking.
  7. Complete all mandatory fields on the Passenger details screen
  8. Enter the concession number/s as required and Verify
  9. ​If the concession numbers entered match those registered to your account, you can then select Confirm booking.

    Note: When entering concession numbers for pensioner card concessions into the Passenger Details screen and prior to selecting Verify, it is important to only enter the card reference that we have registered to your profile. For example, do not include CRN, spaces or dashes. Example of a pensioner card number format 401123456A or QSM123456​​

  10. If you are experiencing problems with the concession number not verifying, please call 1300 131 722 to check the registration of your concession.
​​

What internet browser can I use to book online?

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. 

Do I have to create an account to make a booking?

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. 

Why should I have a Queensland Rail Travel online customer account

Having an account gives you access to helpful booking tools and personalised features:

  • Faster bookings: Your personal details and emergency contact information auto fill when logged in.
  • Update your details anytime: While making a booking, you can update your phone or emergency contact details on the Passenger Details screen (these changes will save to your profile).
  • Access to My bookings:
    • View & manage upcoming trips
    • Locate past bookings
    • Download tickets, confirmations and tax invoices
    • Amend, upgrade or cancel bookings (see How to manage an online booking)
    • Make multi sector bookings
    • Pay for Hold bookings created through our Customer Contact Centre.

​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 use my account to book on behalf of a concession card holder if I am not travelling?

No, if you are not travelling, you are unable to use your account to book on behalf of a concession card holder. A new account must be created to enable their booking.​

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 reservations@qr.com.au.​

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. For consideration for the advance approval of additional luggage items above your standard allowance or special luggage requests not covered in our luggage policy, please contact us on 1300 131 722. For full details of our luggage policy including excess luggage, please go to ​ Luggage.

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 Sporting e​​quipment.  

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.

Can I select my own seat when booking online?

​Specific seat selection for online bookings is not available and seating locations are automatically allocated based on availability and system rules. Your allocation will be displayed in blue.

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 Travel 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 Accessible travel.

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 reservations@qr.com.au.

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 reservations@qr.com.au.

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.

How does two-step customer account security work?

1. What is Multi-Factor Authentication?

To log in, you usually need to enter your email address and password. To help account holders keep their online account safe, we’ve introduced an extra level of security (also known as two-step sign-in or multi-factor authentication). When you log into your account, you’ll be sent an SMS or email with a verification code to prevent unauthorised access to your account. You can also get verification codes using a third-party Authenticator app.

2. Is two-step account security required to use with my Queensland Rail Travel account?

This is optional. You can enable it any time from Profile Settings > Two-step sign-in.

3. Where will my MFA verification code be sent? How long is it valid for?

The verification code can be generated by an Authenticator app supported by Queensland Rail Travel or the code can be sent to the mobile phone number or email address you have registered in your Queensland Rail Travel account profile, so your personal details need to be kept up to date.  

Once you receive your verification code, you have 5 minutes to enter it into the login window. If the time expires, just repeat the process to generate a new code. 

4. Which authenticator apps does Queensland Rail Travel support?

Microsoft Authenticator and Google Authenticator. When enabling two-step account security, scan the QR code we show, then enter the 6-digit code from your app. These apps are not associated with Queensland Rail Travel, so we are unable to provide direct support for these apps.

5. Can I use SMS or email instead of an app?

Yes. You can choose SMS and/or email to receive a 6-digit code each time you log in.

6. When will I be asked to enable account security?

You may be prompted to initially set this up for the first time after your password or if you have previously set up a two-step sign-in option.

7. What if I don’t receive a code?

Tap resend code, if the code still doesn’t arrive check your junk or spam folder if you have set-up email as your account security option.

Call our reservations team if this doesn’t work and we will revoke your two-step security account so you can reactivate it via Profile Settings > Two-step sign-in.

8. My verification code isn’t working.

If you enter the code incorrectly, either enter the next current code from your authenticator app or reselect Resend code for email/SMS account security options to try again. 

9. I’ve changed or lost my phone.

Call our reservations team to reset your account security and update your details.

10. Can I change my account security options method later?

Yes. Go to Profile Settings > Two-step sign-in to add another method or contact our reservations team if you need assistance.

11. I’ve accidentally deleted the authentication entry for Queensland Rail Travel on my app.

Call our reservations team to assist you to set this up again in Profile Settings > Two-step sign-in.

12. My online account has been temporarily locked.

A lockout period of 30 minutes applies to protect your account if you have reached the maximum login attempts. Your online account will be unavailable during this time. Contact our reservations team to make bookings on your behalf.

13. My account has been permanently locked.

Contact our reservations team to discuss.

14. I’ve set up SMS as my account security option and my phone provider is temporarily down and I’m not able to receive the verification code.

Contact our reservations team to reset your account security and you can then go to Profile Settings > Two-step sign-in to set up a new option. Alternatively, you could set up a separate account security option such as email or using one of our approved Authenticator apps.

15. Can I have multiple account security options set up?

Yes. You can have multiple methods of authentication set up. For example, SMS and also email.  However, you can only have 1 type of authenticator app – Microsoft Authenticator or Google Authenticator.

16. I’m having issues with the code generating from my app.

Check the time settings on your phone are set to automatically sync with your Microsoft or Google app. Also check that the email linked to your authenticator app is the same one linked to your Queensland Rail Travel account and that your device and app are up to date.

17. I’m resetting my password via the forgot password option, and the two-step sign-in pop up message has disappeared and I can’t proceed.

Close the reset password page and click on the link from within the email again for a new window to appear.

18. I’m having difficulties resetting my password on my mobile device.

Switch to a computer as this will make it easier to switch between tabs when resetting your password.

19. What should I do if I receive an account verification code but I’m not trying to log into my account?

Contact our reservations team to discuss. We also suggest changing your password and monitoring your other accounts for suspicious activity. 

20. Can I opt out of account security once I have it set up?

Yes, you can delete any account security option that you have setup in Profile Settings > Two-step sign-in by selecting the trash bin icon at the end of the line. Alternatively, you can call us on 1300 131 722 to action this for you. 

Changing your travel plans

Selected amendments and cancellation of bookings can now be processed online through your customer profile if you have an online account. 

Not​e: If your amendment cannot be actioned online, please call us on 1300 131 722.​​

​Your personal information​​​​

We work to protect the security of your personal and credit card information collected during online booking. For more information about our how we manage your personal information, please go to Queensland Rail’s Privacy statement.

Customer Account Security​

We have added an extra check to help keep your Queensland Rail Travel account safe. This means your personal information is more secure.

When you log in to your Travel account you have the option to set up an additional identity confirmation. 

This two-step verification helps to make sure only you can access your Travel account.

On your first two account logins, you’ll be offered the option to set up an additional security check for accessing your account. The extra step to verify your identity can use one of these options:

  • Authenticator app (Microsoft Authenticator or Google Authenticator)
  • SMS (6-digit code sent to your mobile)
  • Email (6-digit code sent to your inbox)

If you missed the extra security option when you logged in, you can access it anytime in your account in the Profile settings page.

Visit our Frequently A​sked Questions (FAQ) tab for more information about your Customer Account Security.

​For assistance by phone

If you need further assistance, please call us on 1300 131 722 during our business hours of 7am to 7pm (AEST), seven days a week.

Policy Centre