Help with mobility

On this page:

• Planning your journey
  
• Travelling with companions, carers or support workers​​​
  
• At our stations​
  
• Assistance at stations​​
  
• Boarding​ the train
  
• On the train
  
• Text messaging service​
• Service changes
  

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
  

• 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:​ station staff assisting a customer on a platform. 

Travelling with companions, carers 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.

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:​ an upgraded lift at a station.​

​​

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

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 and the core safety zone markings on a station platform.

Core safety zo​ne

If the station has a core safety zone it will generally be in the middle of the platform. 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.

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

Staff cannot assist you with:

• the operation of your mobility device
• moving your mobility device, including lifting, pushing, or carrying
• your personal care needs.

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 information below.

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.

Boarding the train

The assisted boarding point

The assisted boarding point is shown by the international symbol for access, a white wheelchair on a blue background on the platform. It is usually in the middle of the platform. At many stations, the assisted boarding point will be in the higher section of the platform for easier access the train. It is also usually in the core safety zone, shown by white and blue striped lines on the platform and is close to other features, like the help phone, better lighting and security cameras.

So we can be ready to assist you, if you like you can call ahead on 13 16 17 (7.15am to 5pm (AEST), Monday to Friday) or text our team on 0428 774 636 (text only).

Please let us know:

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

Image below shows: a train stopped at a platform and wide view of a core safety zone.

Independent boarding

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.

Assisted boarding

Assisted boarding is available to customers on request. If you would like to use a ramp to board or disembark, staff can place a ramp in between the platform and the train floor to remove the step or gap. Please wait until the ramp is in place and made stable.

For safety your mobility device cannot be over 750mm wide by 1300mm long and must have a total combined weight of less than 300kg, including yourself, the device and anything you may be carrying.

If you use a motorised mobility device you will need to use the ramp unaided. If you need help with a manual wheelchair from our staff it must have handles. The service is available whenever trains are running, you will either be assisted by station or onboard staff.

If you need support to get on or off the train, please let station staff know what assistance you need when you get to the station. Then all you need to do is wait at the assisted boarding point on the platform.

If the station is not attended please make your way to the assisted boarding point on the platform. The onboard staff will assist you with boarding.

Image below shows: a station staff member assisting with boarding using a ramp.

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 IMU 160 and the NGR to help you familiarise yourself with our trains before you travel.

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

Priority seats are available near doors in all carriages and are identifiable with signage. 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.

Allocated spaces

Allocated spaces for passengers with wheelchairs and mobility devices are provided in every train. Their location can be identified by external signage on the carriage and inside by floor decals featuring the international symbol of access.

Allocated spaces should be made available for people with mobility devices when requested.

Images below show: long view of inside a carriage with allocated spaces and a close-up of the spaces with pull down seats.

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 button and a speaker you will find inside the train. 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.

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. 

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

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.

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.

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:

• Plan your journey in advance using the MyTranslink app, visiting the Translink website, opens in a new window, opens in new window or call Translink on 13 12 30 for future works.
• Sign up for alerts from the MyTranslink app, or sign up to receive Queensland Rail email notifications about track closures and other works.
• Text 0428 774 636(text only) with your travel plans and the team will be able to tell you about any planned works.
• Check our planned track closure calendar.

Image below shows: construction/track work.

Unplanned disruptions

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

To find out information during an unplanned disruption:

• Visit the Queensland Rail facebook or X pages, or Translink's social media pages, opens in new window.
• Listen to station and onboard announcements.
• Text 0428 774 636 (text only, 24/7) with the train line and station information.
• If you have any concerns, and are able to, you can talk to one of our staff.

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.

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.