We maintain and upgrade our stations, trains, and surroundings through cleaning programs, preventative maintenance and planned upgrade programs. While we make every effort to ensure the comfort and safety of our customers, we always welcome feedback on areas for improvement or issues that need urgent attention. We aim to resolve issues as quickly as possible.
Station facilities
We focus on providing clean and well-maintained station facilities across our SEQ and Travel and Tourism networks. These facilities include toilets (during staffed hours), car parks, shelter, and lighting. Across our SEQ network, lifts and escalators are available at most of our stations to make them accessible for all customers, along with other facilities such as bike lockers. You can search for your SEQ station or Regional network station to find out more about specific facilities. Additionally, we are upgrading stations through both our SEQ station accessibility upgrade program and Regional station upgrade program to improve customer access.
Onboard facilities
We prioritise maintaining and enhancing our onboard amenities. This includes upgrades to our toilets, seating, flooring and windows. To help you get acquainted with our facilities, you can virtually explore our SEQ trains and Travel and Tourism trains before your journey. If you are travelling on a long-distance or tourism service, check out our accessible facilities page before your journey.
Corridors
We maintain our railway corridors regularly, addressing any issues and minimising disruptions to service. Our team focuses on replacing worn rails; efficiently repairing tracks following incidents, vandalism, or weather events; and strategically choosing sustainable materials that last. We also maintain grass and gardens, remove graffiti, update signage, manage litter and other corridor requirements. If you notice any hazards within our corridors, we ask that you report the issue to our customer feedback team (details at the bottom of the page).
Alternate transport facilities
During disruptions, we will provide information on alternative transport options available to you. Queensland Rail will work with our partners to provide similar facilities on alternate transport, where possible. For customers travelling on one of our Travel or Tourism services, please visit our Disruptions frequently asked questions for more information.
Customer behaviour
We value creating a welcoming environment for our customers. To support this, in SEQ, we offer amenities such as quiet carriages, priority seating and designated zones for bikes and e-scooters. We encourage considerate behaviour and have created train etiquette tips to guide your journey. Travel Etiquette is important for our Travel and Tourism customers too, we kindly ask that you review our Conditions of Carriage and Customer obligations before your journey.
If you experience any discomfort or notice maintenance issues during your travel, please call us on 13 16 17 or email customerfeedback@qr.com.au, and we will take reasonable steps to address the matter as promptly as possible.