Neurodivergent

Easy Read booklets use simple words and images to help you plan a safe and comfortable trip​. Please visit our Easy English travel books​ page for more information.​​​​​​​​​​​​​​​

On this page:​​

Before you travel icon

Planning your journey

​​Getting ready for your trip on our South East Queensland network can help you feel more at ease. ​​​​​​​If you plan to travel with Queensland Rail Travel long-distance services visit the Queensland Rail Travel website, opens in new window ​to find out more.​

Planning is the best way to get ready for your journey:​

  • check the Translink Journey Planner, opens in new window, or the MyTranslink app to confirm the timetable, platform and to check if there are any known disruptions. If you would prefer to speak with Translink you can call them on 13 12 30​
  • view the Queensland Rail network map​ or text description​
  • visit the Your Station page to learn about your start and end stations and their features, including audio descriptions

  • if you require boarding assistance you can call Queensland Rail ahead on 13 16 17​ (7.15am to 5pm (AEST), Monday to Friday​)​ or text 0428 774 636​ (text only​). Please let our team know the time, start and end stations and the assistance you need.​​ It is optional to call or text ahead of your journey.

Image below shows:​ person planning their journey by looking up station details on a computer

Older male using computer to plan his journey 
Travel Training icon

Travel Training

Down Syndrome Queensland have resources to help with preparing for your journey. Including a manual​ designed for an individual (the traveller) to work through with the support of a 'travel coach' whether that be a parent, carer, friend, or support worker.

Travel coaches who will assist the individual with an intellectual disability, have all the tools and guidance needed to facilitate a training tailored to a traveller’s skill level. Included in the manual are homework activities and assessment tools that are designed to be written on/filled in while on the go. The manual is available both as a soft copy (online) or hard copy th​at can be delivered to you.

The guide provides a range of resources for all parties involved:

For the traveller

  • learning materials
  • homework activities
  • travel diary

For the coach

  • assessment tools
  • route planning
  • coaching strategies

Please see the Down Syndrome Queensland Travel Training webpage, opens in new window, opens in new window for more information.

Image below shows:​ a page from the Travel Training manual. 

Travel Training Independent Traveller card worksheet ​
Travelling with a support icon

Travelling with companions, car​ers or support workers

Companions travel for free on Queensland Rail South East Queensland services if the person with a disability has a Companion Card issued by any Australian State or Territory. The cardholder must have a valid ticket for travel. To apply for a Companion Card, please visit the Translink Companion Card page, opens in new window or call 13 74 68.

Queensland Rail staff web icon

How to identify Queensland Rail staff

Station staff

​Queensland Rail station staff often wear blue, white and red uniforms, with a Queensland Rail logo printed on the chest of their top. They frequently wear a red Queensland Rail lanyard, and often have a name tag on with the Queensland Rail logo beneath their first name. When they are on the platform they often wear a high visibility vest.

Image below shows: a selection of station staff uniforms.

Queensland Rail station staff

Train ​Guards

Queensland Rail Train Guards often wear a navy blue polo shirt, or blue shirt, with a Queensland Rail logo printed on the chest. They frequently wear a red Queensland Rail lanyard.

Image below shows: a selection of onboard staff uniforms.​

Queensland Rail guards

Security personnel​​

You may also see security personnel at the station, who will have Queensland Rail, Queensland Police Service or SecureCorp logos printed on their uniforms. You can find out more about our security personnel on our Security page.​

Images below show: various security team who work with Queensland Rail and their uniforms.

Security staff Station features icon​

At our stations​

​​​​​​​​​​At Queensland Rail, we are committed to providing you with clean, modern, and accessible stations throughout South East Queensland.

Visit the Your station pages to learn more about your start and end stations. Including information about station features, customer service hours, contact details, zone, and location. There are also station maps, with audio and text descriptions.​

Image below shows: ​Cannon Hill station platform

Cannon Hill station platform
Parking icon

Parking and drop-off at stations

Most stations have dedicated parking areas nearby. Often called Park 'n' ride, this parking allows customers to park their vehicle and ride public transport to complete their journey.​​

Many stations have Kiss 'n' ride areas, where you can be dropped off by someone else at the station.

You can find out information and the location of park 'n' ride and kiss 'n' ride areas as well as accessible parking spaces on the Your Station page.

Yellow safety line icon

Yellow safety ​​line

There is a yellow line near the edge of the platform. It is there for your safety and will keep you a safe distance from moving trains. The yellow line has warning tactile indicators across it. Please stay well behind the yellow line while you are waiting on the platform, until the train you are boarding comes to a complete stop. ​

Image below shows: yellow line on a station platform with tactile indicators

​​Yellow line in tactile indicators
Core safety zone icon

Core safety zo​ne

If the station has a core safety zone it will generally be in the middle of the platform, you can also locate it on the on the Your Station page or ask station staff for assistance to locate it.​​ The core safety zone is shown as blue and white striped lines on the platform. The emergency help phone is in this area, and there is extra lighting and security camera coverage (closed circuit television, or CCTV)​.

The assisted boarding point is often located in this area, where you can wait if you would like boarding assistance from station or onboard staff.

Image below shows: a core safety zone on a platform, the area contains the best lighting, assisted boarding, a help phone, and security camera coverage.​​

Station assistance phone in the core safety zone at a station​
Audio icon​

At the station audio noises

Announcements

Station staff will make announcements for upcoming trains, platform changes and safety reminders.

Automated Announcements

Automated announcements will play as trains approach the station.

Chatting

You may hear people having conversations.

Doors closing

There will be bells and then an automated announcement will play, warning people to stand clear of the door.

Lifts

As the lift goes up and down you may hear different noises.

Train arriving and departing

Train approaching the station, alerts for customers and then train departing.

Trains passing

Some stations will have express trains pass without stopping.

Whistle

Station staff use whistles to communicate with onboard staff.

Assistance icon

Assistance at stations

During attended station hours

During attended hours station staff are happy assist when needed. You can check when station staff will be present at a station on the Your station page, under station hours.

Queensland Rail station staff can assist you with:

  • the location of facilities at the stations and directions to your platform and the assisted boarding point
  • service and trip planning information
  • providing support when boarding and getting off the train using the boarding ramp
  • contacting other staff on the network to assist you with getting off the train.

Image below shows: smiling male station staff member

Smiling station staff member

If staff are unavailable or during unattended station hours

If the station is unattended, or you prefer, you can also use the text message service to get information and support.

If you would like assistance boarding and the station is unattended please wait at the assisted boarding point. Onboard staff will offer assistance. Please see the boarding the train page for more information.

You can use the emergency phone on the platform for assistance in an emergency to get help. Usually you can be seen on live CCTV and trained operators can contact onboard staff.

Video icon

At the station video


Independent boarding icon

Boarding the train

When your train arrives, please wait for it to come to a full stop before trying to board, you will have time. You may need to use the door release button to open the door, this is either in the middle of the doors or just next to them.

At many of our stations there is a gap or step between the platform and the train, you can find out information about the platform step and gap at your station on the Your station page. At some stations the middle of the platform is raised to be level with the train floor to make getting on and off the train easier.

Please mind the gap as you board and hold the yellow safety handles just inside the train near the doors.

If you would prefer to use a ramp to board the train Queensland Rail offers assisted boarding to customers on request.

Image below shows: train entry doors.

Train at station with doors open. Shows door open button, yellow safety handles and the gap between platform and train.
Train icon

On the train

Queensland Rail have eight different types of trains running on our network. You cannot currently find out what model or type of train will be available for each service ahead of time.

We have information about each of our trains, their layout and features on our trains web page. We also have virtual tours available for the Interurban Multiple Unit 160 (IMU 160) and the New Generation Rollingstock (NGR) to help you familiarise yourself with our trains before you travel.

Image below shows: onboard an IMU 160, shows seats and safety handles

Onboard an IMU 160

Audio icon

Onboard audio noises

Announcement onboard

Announcements can include important information, on safety, upcoming trains, upcoming works or planned disruptions.

Automated announcements onboard

Automated announcements can include important information, on safety, upcoming trains, upcoming works or planned disruptions.

Chatting onboard

You may hear people having conversations. If you prefer you can move to the Quiet carriage for a quieter area.

Doors closing

There will be bells and then an automated announcement will play, warning people to stand clear of the door.

Onboard train sounds

The train can make different noises as it travels along the tracks.

Popping

The train will occasionally go across a neutral zone and may make a popping noise in the process.

Whistle

Station staff use whistles to communicate with onboard staff. You may still hear these while onboard.

Train features icon

Train features

General features

Across the fleet the trains have varying features with many carried across to all. These include:

  • safety hand rails
  • emergency door releases
  • lighting.
Priority seating icon

Priority seating

Priority seats are available near doors in all carriages and are identifiable by the blue and white signage with Braille. On some of our trains the priority seating will be a different colour to other seats, and may be purple, red or blue.

Priority seats are for passengers with a disability, impairment, or additional needs. They are also for pregnant women, the elderly and parents with young children. The reason for priority does not need to be visible. Priority seating should be made available upon request for use by any passengers with additional needs and those who require extra support while travelling.

Images below show: Priority seating onboard and the priority seating sign.

SMU 260 Carriage priority seats NGR Priority seats Priority seating sign

Security and emergency help points icon

Security and emergency help points

Every train carriage is fitted with security cameras. They are monitored 24/7.

Every train has a passenger intercom called an emergency help point, which is a call button, a speaker and Braille instructions. They are often near doors and in allocated spaces.

If you need emergency assistance use the emergency help point by pressing the button to speak to the onboard crew.

Image below shows: The emergency help point on a train.

SMU 220 Passenger/Emergency help intercom

The NGR and the upgraded IMU 160 and SMU 260 trains also have customer/disability assistance points installed in allocated spaces for non-emergency assistance, such as arranging assisted disembarking. For assistance please press the button with the wheelchair/international symbol for access on it, there are also Braille instructions for use.

If you are unable to activate the emergency help or customer/disability assistance points please ask another passenger for assistance to press the button and/or speak through the intercom.

Image below shows: the onboard customer/disability assistance point is the button on the left with wheelchair/international symbol for access on it.

NGR Passenger/Emergency help intercom

Bathroom icon

Unisex bathroom

The NGR and IMU trains are fitted with at least one unisex bathroom. SMU and EMU trains do not have an onboard bathroom.

In IMU trains the bathroom can be in the first or third carriage in three-car train, changing with the direction of travel. In six-car trains it can be the first or third and fourth or sixth carriage. This changes with the direction of travel. NGR trains will always have the bathrooms in carriage three and four.

Bathrooms have:

  • toilet with grab rails
  • baby change table
  • mirror
  • wash sink
  • soap dispenser
  • dryer
  • two emergency help points.

Image below shows: onboard bathroom in an NGR

Onboard bathroom in an NGR

Video icon

Onboard video


Text icon

Text message service

If you need accessibility support Queensland Rail offer a text message service (also called a short message service, or SMS).

It is available 24/7.

You can request:

  • next train details
  • book assisted boarding
  • get updates on a disruption
  • or general information about travelling with us.

It is easy to use, send a text message to 0428 774 636 (text only) with the details of:

  • the time you are travelling
  • your start and end stations
  • the help you need.

One of our team will respond via text message to assist you.

Normal text/SMS rates apply.

Video icon

Text message service video


Planned disruption icon

Service changes

We are working to improve our network and facilities to make sure our customers can enjoy their journey. We may need to close tracks or stations while we work. Most work is planned in off peak, on weekends or after 9pm on weeknights to reduce the impact on our customers. During works buses may replace trains, following the train timetable. Please allow extra time for travel during these works.

How to find out about planned disruptions:

Image below shows: construction/track work.

Queensland Rail trucks working on train tracks

Unplanned disruptions 

Unplanned disruptions

Unplanned issues like severe weather or police incidents can impact travel.

To find out information during an unplanned disruption:

If you need assistance onboard during a disruption you can use the customer/disability assistance point, or if there is not one available on the train please use the onboard emergency help point to speak to train crew.

Image below shows: a train dwelling at a station in stormy weather

Severe weather at a station

Rail replacement buses

Rail replacement buses and alternative transport

During planned and unplanned disruptions sometimes we need to run rail replacement buses. These can take longer than usual train services, so please allow extra travel time.

Unfortunately some items like mobility devices may be unable to travel on all rail replacement buses. If you have accessibility needs or use a mobility device and would like more information on rail replacement buses please call 13 16 17 (7.15am to 5pm (AEST), Monday to Friday) or text 0428 774 636 (text only, 24/7).

We thank you for your patience during service disruptions.

Video icon

Disruptions video


Train etiquette icon

Train etiquette

Most customers do the right thing every day. Try to think of other passengers and showing great train manners.

Please see our top travel tips to ensure everyone has a comfortable journey.

  • Arrive at the station early and head to your platform
  • If you don't need help to board, move down the platform for to avoid crowding
  • Wait for others to hop off the train first
  • Quiet in the 'Quiet Carriage' – please don't talk loudly or play loud music. you should keep noise low in all carriages
  • Keep your bag on your lap or under your seat
  • Get ready to hop off the train before your station
  • Keep your feet off the seats
  • Leave Priority Seating for people with a disability, seniors, pregnant women or adults carrying children
  • If you are in an allocated space with your bicycle or pram, please make space for a person using a mobility device
  • During peak travel times only take your bicycle or e-scooter in first and last carriage
  • Stay with your bike or e-scooter at all times. Don't block priority areas, like seat, aisles and doorways
  • Do not eat or drink (other than water) on the train
  • Take your rubbish with you
  • Keep your bags out of walkways and away from train doors
  • If you are in an aisle seat, stand to allow customers access to/from the seat beside you.
Image below shows: a cartoon of many customers on a busy train
Cartoon of busy train