​​​​​Disruptions – what you need to know

We recommend our customers understand what can happen when there are disruptions to our usual rail operations. Disruptions impact the customer travel experience in a variety of ways, depending on the specific circumstances.

This information will give you an idea of what may occur if your train service cannot operate as expected so you can consider your options.

Q: What do you mean by disruptions?

A:  A disruption is when a train service is unable to begin or complete its scheduled journey. Some disruptions will lead to a service being cancelled with no alternative travel available. 

There are a variety of reasons a train service may be disrupted. Some disruptions are planned to enable maintenance work, others are unplanned and unexpected by our team. 

A planned disruption could occur because our team is doing routine maintenance on a section of track or doing work on one of our trains. Customers are given advance notice of these planned service disruptions, so they can choose the travel option that suits them best.

An unplanned disruption can occur at any time. We cannot plan for these incidents, such as severe weather, unexpected train or network issues or an unexpected people issue, be it community member, customer or team member. In these circumstances our priority is ensuring the safety of customers and our team.  We will not proceed if it is not safe to do so.

When there is a disruption, we aim to offer alternative transport. This is generally a coach; in some circumstances we may offer a different train service. Alternative transport can be important for customers without other travel options, or who are travelling for critical purposes and require transport. It isn't always possible for us to offer an alternative transport solution and sometimes we must cancel and will be unable to get you to your final destination.

Due to the nature of unplanned disruptions, it can take time for our team to have confirmed details of the impact.

Q: What will Queensland Rail Travel do to help me if my service is disrupted? 

A:  Due to the nature of unplanned disruptions, it can take time for our team to have confirmed details of the impact. We have teams who work around the clock to support customers when there is a disruption unfolding.

The work we do to be able to offer alternate transport can take some time and includes us taking the following steps

• seeking detailed advice on the issue (sometimes from remote locations)
• considering advice from external sources such as emergency services, or other network operators
• assessing recovery options and how our teams can be deployed to assist and are geographically close to the issue
• assessing the safety of all the options available
• sourcing coach services with the best possible facilities for long distance travel (the coach may need to be sourced from another location – not always local)
• ensuring we have enough team members available for the extended travel period
• updating our service information on the website and sending text messages to customers to update them.
  
  

Q: What can I do to prepare for any kind of disruption? 

A: We strongly recommend you purchase travel insurance any time you travel away from home. Travel insurance offers protection and peace of mind. If there is a disruption or cancellation, we are not liable for any additional costs to customers (such as flights, car hire, taxis/ride share, accommodation or other incidentals).

If you need to make an insurance claim related to a disrupted train service, we can assist you by providing details of the disruption to support your claim. 

We also suggest you follow our tips to prepare if there is unpredictable weather.  

Q: How can I find out about planned disruptions? 

A: On our Service Updates webpage. Scroll down to the calendar at the bottom of the page be sure to select the “Planned Maintenance" tab and then use “Filter" to choose your train service or view “All Services". Planned disruptions are noted on the calendar in advance of the travel date/s. When you select the service, it will have information about whether your service is rescheduled, offering a coach replacement, offering an altered journey or cancelled.​

Q: If I rebook because of a planned disruption, is there a fee? 

A: No there are no additional booking fees for changing dates for the same journey and travel option. 

Q: If I cancel because of the planned disruption what happens? 

A: If you cancel, we will give you a full refund and waive any cancellation fees which we would otherwise charge. If you bought your ticket from a travel agent, you'll need to contact them directly to discuss their ticket conditions. 

Q: What is the alternative transport you offer? 

A: If a train cannot run, we aim to offer a coach replacement.  The coach journey will likely be considerably longer than the duration of the original rail service and may involve changing coaches along the way. We aim to source coaches with toilet facilities onboard. Comfort stops for refreshments and toilet breaks will also be scheduled. The opportunity to stop can be limited by availability and timing of coach travel. In some circumstances we may offer you travel on other train services, if there is space to do so. Sometimes there is no alternative transport available.

Q: How long after a service is disrupted can alternative travel be arranged for customers? 

A: Due to the nature of unplanned disruptions, it can take some time for our team to confirm details of the impact.

Before an alternative travel option is arranged, we work to fix the cause of this disruption – if this can be done within a reasonable time frame and is within our control. This can minimise the impact for customers on the disrupted service as well as customers soon to travel on other train services.  If the issue cannot be rectified, or is outside of our control, then we will assess whether our other train services are an option, or source coaches, drivers and support team members to transport customers to their destinations.   

Q: What if my train is disrupted during my journey? 

A: If your service is disrupted mid-journey, our team will let you know about the disruption and any alternative travel options we can offer (usually this will be a coach). This information will generally be shared by our team members directly or using train and station announcements. 

If we cannot source alternative travel options, we may not be able to get you to your destination. If we cannot offer you a travel solution then we may take you to your original joining station, or you may be required to leave the service at the nearest station and make your own travel arrangements from there. 

Q: What if my train is disrupted at short notice, prior to my journey? 

A: We aim to advise you of disruptions to your journey as early as we can and where possible, in advance of your journey. Where alternative travel options are available, we will also share this information at this time. Our communications will generally be shared via an SMS to the mobile number provided at the time of booking. Train services can carry a large number of customers, so SMS allows us to quickly share information with impacted customers. Our reservations team's priority during this time is to deliver alternative travel, manage customer rebookings or cancellations.  

Q: If I choose not to travel on the coach alternative, what are my options? 

A: You are welcome to decline the alternative transport and arrange your own transport and/or accommodation.

As set out in our Conditions of carriage, we are not responsible for any additional costs you incur for your journey because of the disruption. If you have travel insurance, you should contact the insurer to determine what they will cover.  Your insurer will advise if you are covered for additional accommodation, car hire, taxis/ride share, flights and other emergency costs or incidentals. 

Q: If Queensland Rail Travel cannot arrange alternative transport, what are my options? 

A: You will need to manage your own transport and/or accommodation and the associated costs. As set out in our Conditions of carriage, we are not responsible for any additional costs you incur because of the disruption. For this reason, we strongly advise you to purchase travel insurance before your trip. ​

Q: Why is there sometimes no alternative travel option offered? 

A: There can be many reasons we are not able to offer transport.  For example, weather or a road accident can have impacts beyond the rail network and can prevent access to key roads or there may be no available coaches – especially if the disruption impact is broad, requiring many coaches across many regions. Sometimes, there is no safe or available option that can be sourced within a reasonable timeframe and the decision is made not to provide alternative transport. 

Q: What if I have my child is travelling unaccompanied and there is a disruption? 

A: We strongly recommend that a responsible adult remains at the station with the child until the train has departed. That way, if there is a delay or unplanned disruption or cancellation – the adult will be there to receive information firsthand. 

If the responsible adult has left the station and there is a disruption, the parent or guardian who made the initial booking will be contacted directly by our customer contact team with the information. If the child is directed to board a coach replacement, we will also advise of a stop recommended for the child to leave the service. A responsible adult must also be at the destination stop at the scheduled time of the coach or the child will not be left there alone. If your unaccompanied child is not picked up at the communicated stop, Queensland Rail cannot keep the coach waiting until an unaccompanied child is picked up from the destination station.

Please be aware of any contact regarding your child's travel as Queensland Rail may call the police or other relevant authority to take temporary custody of the child. 

Q: What is your refunds policy in the case of a disruption? 

A: Our Disruptions ​policy page has information on your options including full and partial refunds. ​

Other important information on coach replacements

Q: Do coaches follow the same stopping pattern as the train?

A: Not necessarily. Some buses will run express; some will stop at certain locations. This is determined by bookings and the stopping pattern of each bus is coordinated by the Onboard team supervisor on the day.  For example, customers travelling to locations in the same vicinity will be grouped onto the same coach. 

Q: Are the coaches accessible for people with mobility requirements or travelling with a wheelchair? 

 A: People with mobility requirements should be aware that there will be 4-5 steep steps to join and leave the coach.   

For wheelchair users - in planned disruptions we can usually source replacement coaches equipped with a wheelchair lift. For unplanned disruptions, due to the short notice, these can be more difficult to find. Most only have accessible space for one wheelchair or mobility scooter per coach.  

Q: If there is an unplanned disruption mid-journey and the coaches are not equipped with a wheelchair lift, or unsuitable for my mobility needs, what are my options? 

A: If you are on the train, and the alternative transport is not suitable, our team will discuss other travel options with you. These may include: 

• an accessible taxi for shorter daytime journeys  

• another transport provider (for example a Greyhound accessible coach) 

• overnight accommodation and rebooking to the next available train service.  

If you are yet to join the train but have a booking, our reservations team will contact you so you can consider changing your travel date to when an accessible train service will be available. If you no longer want to travel, you are entitled to a full refund. 

Q: What about my luggage? Does it get transferred to the coach? 

A: You (or someone travelling with you) will need to transfer your luggage to and from the storage area under the coach.  This is not managed by the Queensland Rail Travel team. If you are unable to do that, you should consider if the alternative transport option is right for you.   
 
Q: Are coaches equipped with toilets? 

A​: The coach will usually have a toilet; however, it is not considered an accessible toilet. Comfort stops are offered throughout the journey, but in remote regional areas these facilities may be very basic, and facilities and timing are subject to availability.   

Q: Will there be food available on board the coach? 

A: There may be meal breaks scheduled during longer journeys but packing some snacks is always a good idea, particularly if you have special dietary requirements.  Queensland Rail Travel will cover the cost of meals at designated meal break stops. Of course, you are welcome to make additional purchases.

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Q: Are coaches equipped with seatbelts? Does my child require a child restraint while travelling?

A: We source coaches, to support us during disruptions, from several different coach companies. Some coaches will be equipped with seatbelts and other coaches will not offer seatbelts. The offering may be limited by availability. In Queensland, it is not compulsory for long-distance coaches to be equipped with seatbelts. If you are travelling on a coach that is equipped with seatbelts, they must be worn. 

Child restraints are not required on buses or coaches that can carry 13 or more people in Queensland. If you wish to bring your own child restraint with you on the coach, please advise at the time of reservation, so we can liaise with our coach operators for availability of anchor points on the coaches being used. If anchor points are not available on a coach to tether with the child restraint, then the child restraint cannot be used due to safety reasons.

Need more help?

For links to important travel information, including online booking help and how to contact our Reservations team, please go to the Contact us page. 

More information on accessibility is also available on the Accessible travel page.