Queensland Rail Travel is focused on doing everything we can to get you to your destination safely. We try our best but can’t always guarantee services will run to schedule. Sometimes these will be disrupted or cancelled and you will not be able to start or continue your journey.
We are not liable for any additional costs (such as flights or accommodation) you incur if your service is disrupted or cancelled. For your protection and peace of mind, we strongly recommend you purchase travel insurance for your journey.
Follow our tips regarding
unpredictable weather awareness.
To check train arrival times, as well as the most up-to-date disruption information, visit our
Service Updates page.
If we know about a disruption to your journey, we will try and advise you of this in advance of your journey and give you alternative travel options.
In this situation you have three options:
Travel with us using the alternate transport provided (which may be a replacement coach). If you choose this option and we get you to your destination, you won’t get a reduction on your ticket price if you have purchased an Economy seat ticket.
If you have purchased a premium travel option such as a Business seat, RailBed or
Sleeper and travel on the alternate transport provided, you may be offered a partial reduction on your ticket price.
Our reservations team will contact customers to process any partial refunds using the contact details provided when booking. This will generally occur after travel has been completed.
-
Rebook travel to a different date, subject to availability. We will waive change fees.
-
Cancel your booking. We will give you a full refund and waive the cancellation fees. If you bought a ticket from a travel agent, you should contact the agent to discuss their own ticket conditions.
Note: If we are not able to provide alternate transport, you will need to arrange and pay for your own transport and/or accommodation.
As set out in our
conditions of carriage, we are not responsible for any additional costs you incur because of the disruption, such as flights, car hire, taxis/ride share or accommodation. For this reason, we strongly recommend you to purchase travel insurance before your trip.
If your journey is disrupted the onboard team will advise you of the alternative travel options available (which will often be a bus transfer).
In this situation you have two choices:
- Travel with us using the alternate transport provided (which may be a replacement coach). If you choose this option and we get you to your destination, you won’t get a reduction on your ticket price if you have purchased an Economy seat ticket.
If you have purchased a premium travel option such as a Business seat, RailBed or Sleeper and travel on the alternate transport provided, you may be offered a partial reduction on your ticket price.
Our reservations team will contact customers to process any partial refunds using the contact details provided when booking. This will generally occur after travel has been completed.
- Not accept the alternate transport provided and arrange and pay for your own alternate transport.
Note: If we are not able to provide alternate transport, you will need to arrange and pay for your own transport and/or accommodation.
If you don’t complete your whole journey with us, we will only charge you for the journey you completed with us in most cases. Please contact our reservations team for details for your situation.
As set out in our
conditions of carriage, we are not responsible for any additional costs you incur because of the disruption, such as flights, car hire, taxis/ride share or accommodation. For this reason, we strongly recommend you to purchase travel insurance before your trip.
Travel insurance claims
If you need details of disruption to our services to support a travel insurance claim please contact Queensland Rail Travel with details of your booking number, travel dates, customer names and your contact phone number or email address.