​​​Assistance available

Please advise us of any assistance you may require at the time of booking to ensure the information is passed on to our Onboard team. Customers requiring assistance should approach a Queensland Rail Travel team member as soon as practicable on the day of travel. At our Brisbane Roma Street station, we have a Customer Assistance Meeting Point at Platform 10, further information about this is below.

Please note that due to workplace health and safety requirements there are some limitations to the assistance our team can provide.

Assistance at the Station

At our stations, we are able to provide the following assistance:

• Setting up ramps for customers to use for joining or leaving their service.
• Guiding customers to carriage entrances. Our team have received disability awareness training and know how to assist someone who is blind or has low vision. 
• Assistance with carrying small hand-held luggage or small mobility aids such as walking frames and canes (up to 7kg max).

We do not provide the following types of assistance:

• The operation of your mobility device (wheelchairs and mobility scooters).
• The moving of your mobility device, including lifting and carrying it. 
  
• Lifting customers in any way.
• Assistance with carry-on luggage or mobility aids (over 7kg).
  
• Personal care. 

Important note: Should you require assistance with pushing your mobility device up and down boarding ramps we are unable to guarantee that our team members available on the day can safely provide this assistance. It is recommended that you arrange for someone to provide this assistance. Please note that Carers travel for free. For more information please go to Travelling with a Carer.

If you are unable to arrange for someone to provide this assistance, please let us know in advance so that we can review your request and advise if it is possible to arrange this assistance.

Should you require assistance with the items listed, please arrange for someone to attend with you to provide the assistance you require. For information on our free Carer seat fares please go to Travelling with a Carer. 

Customer Assistance Meeting Point, Platform 10 Roma St Station

There is a Customer Assistance Meeting Point on platform 10 at Roma Street Station, Brisbane. 

If you have requested assistance, please make your way to the Customer Assistance Meeting Point at least 30 minutes prior to the departure of your service in preparation for boarding announcements and assistance from the station or onboard team.

This meeting point is located near the top of the stairs and travelator on Platform 10 at Roma Street Station, Brisbane.

Assistance on board

Onboard our services we are able to provide the following assistance:

• Guiding customers to or from their seat, accessible space, RailBed or Sleeper, or the toilet and shower facility entrance. Our team have received disability awareness training and know how to assist someone who is blind or has low vision.
• Assistance with carrying small hand-held luggage or small mobility aids such as walking frames and canes (up to 7kg max).
• Serving meals and beverages to customer seats if required.
• Assisting customers with the onboard wheelchair. Please refer to the information below about Onboard wheelchairs to find out more information.
• Customer medication that requires refrigeration can be stored onboard. Medication must be in a sealed container and clearly labelled with the customer’s name, contact phone number and carriage seat/RailBed/sleeper number. Container size to be less than 210 mm long x 140 mm wide x 75 mm deep. For more information on travelling with medicines or medical equipment please visit Fit for travel.

We do not provide the following types of assistance:

• The operation of your mobility device (wheelchairs and mobility scooters).
  
• The moving of your mobility device, including lifting and carrying it.
• Lifting customers in any way.
  
• Assistance with carrying carry-on luggage or mobility aids (over 7kg).
• Assistance with food and beverage consumption.
• Giving injections or administering medication.
• Personal care such as emptying colostomy bags, urine bottles or similar equipment. If assistance of this nature is required, please arrange for a carer or companion to travel also.

Important note: Should you require assistance with pushing your mobility device up and down boarding ramps we are unable to guarantee that our team members available on the day can safely provide this assistance. It is recommended that you arrange for someone to provide this assistance. Please note that Carers travel for free - for more information please go to Travelling with a Carer.

Should you require assistance with the items listed, please arrange for someone to accompany you who can provide the assistance necessary. For information on our free Carer seat fares please go to Travelling with a Carer. 

Onboard wheelchair

Collapsible wheelchairs, which are compact and can be manoeuvred up and down the aisles, are available on all Queensland Rail Travel services. Customers who experience difficulty walking may request the use of these wheelchairs to traverse the aisle.

These wheelchairs have a seat base of 350mm wide and 440mm deep and a seat height off the ground of 530mm. They can support up to 100kg and are equipped with a seat belt, brakes, and a footrest.

For safety reasons, the onboard wheelchair cannot be used on the ramps when joining and leaving the train and customers need to transfer into the onboard wheelchair in the carriage vestibule.These wheelchairs cannot be used to transfer between different carriages due to the uneven surface where the carriages connect.

Important note: For customers travelling on the Spirit of the Outback, Westlander and Inlander, customers using the onboard wheelchair can only use it as far as the end of the carriage doorway and not right to the toilet room entrance. This is due to the doorway width when doors are opened at the end of the carriages. These carriages can be viewed by taking a Train Tour.

The Onboard team can set up and push this onboard wheelchair for customers or they can provide instructions for use to a capable carer if applicable.

Service in-seat on request

Customers who experience difficulty accessing the onboard dining facilities may request food and beverages to be delivered to their seat. Find out more about Onboard Dining and Menus